Client Service Accessibility Policy - Ontario
In 2008, the Ontario Government adopted the Accessibility Standards for Customer Service under the Accessibility for Ontarians with Disabilities Act, 2005 (the "AODA").
Morgan Stanley is committed to providing an accessible environment in which all individuals have access to the Firm’s services in a manner that positively reinforces client service. The Firm strives at all times to provide its services in a way that respects the dignity and independence of people with disabilities. Morgan Stanley is also committed to giving people with disabilities equal opportunity to access and use our services, and is committed to allowing them to benefit from the same services, in the same place and in the same or similar manner as other clients.
The purpose of this Policy is to establish how Morgan Stanley (or the "Firm") will provide access to goods or services to the public and other third parties that do business with Morgan Stanley ("Clients")with disabilities in a manner that is consistent with the principles of independence, dignity, integration and equality of opportunity, and that is in compliance with the Customer Service Standards in Part IV.2 of Ontario Regulation 191/11 (the "Customer Service Standard") under the Accessibility for Ontarians with Disabilities Act ("AODA").
This Policy applies to all Morgan Stanley employees, management or non-supervisory personnel, employees of temporary agencies, vendors, or contractors who provide goods or services in the Province of Ontario ("Covered Individuals").
Morgan Stanley will communicate with people with disabilities in ways that take into account their disability.
Assistive devices that may be used by individuals with disabilities will be welcome on Morgan Stanley premises that are open to the public or other third parties. Morgan Stanley will take steps to ensure that Covered Individuals are familiar with commonly used assistive devices.
Morgan Stanley welcomes guide dogs or other animals that serve individuals with disabilities in those areas of the Firm’s premises that are open to Clients and will permit the Client to keep the service animal with him or her, except for those animals that are otherwise excluded by law from the premises. In the event that a service animal is otherwise excluded by law from the premises, Morgan Stanley will provide the applicable Client with an alternative method of obtaining, using or benefitting from its goods or services.
Morgan Stanley welcomes persons who support individuals with disabilities to accompany them onto Morgan Stanley premises open to the public or other third parties. Morgan Stanley will ensure that Clients who require support individuals have access to them while on the Firm’s premises. Such support persons include volunteers, family members or friends who provide support to the Client. Morgan Stanley may seek the consent of the Client before confidential information is discussed in front of the support person. In some instances, support persons may be asked to sign a Confidentiality Agreement. Morgan Stanley will require a support person to accompany a Client when on the Firm’s premises when it determines that such an arrangement is necessary to protect his or her health and safety or that of others on the Firm’s premises.
Notice of Temporary Disruptions
Morgan Stanley will provide Clients with notice in the event of a planned or unexpected disruption to goods and services or facilities for Clients with disabilities. This notice will include information about the reason for the disruption, how long the disruption is expected to last, and a description of any alternative services, if available. The notice will be placed on the Firm’s website, and/or may be posted at the work location.
Morgan Stanley will provide training to all Covered Individuals who interact with Clients on Morgan Stanley’s behalf or who are involved in developing the Firm’s Client service policies, practice and procedures. Training will include:
• The purpose of the AODA and the requirements of the Customer Service Standard;
• How to interact and communicate with people with various types of disabilities;
• How to interact with people with disabilities who use assistive devices or require assistance of a service animal or support person;
• How to use assistive equipment or devices available on Morgan Stanley’s premises that may help with the provision of goods, services or facilities to people with disabilities; and
• What to do if a person with a disability has difficulty accessing the Company’s goods and services or publicly-accessible premises.
Covered Individuals will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
Customer Access to This Policy and Related Documents
If Clients have difficulties reviewing or accessing this Policy as a result of their disability, upon request, the Firm will provide those Clients with the Policy in a format that takes into account their disability.
Morgan Stanley invites feedback on the way that it provides goods or services to individuals with disabilities. Those who wish to provide such feedback are encouraged to do so by forwarding your feedback to HRMTL@morganstanley.com. Any feedback that is in the nature of a complaint will be promptly reviewed and if necessary, appropriate action will be taken.