PetleyHare Insurance Brokers is committed to excellence and professionalism of customer service for all. We are dedicated to ensuring equal access and participation in our services for people with disabilities in a manner that protects their dignity and independence.

Assistive devices

PetleyHare recognizes that barriers to information and communication may prevent some from successfully accessing our services. Therefore, we have integrated accessible formats and devices into our business model, practices, and processes.

We will ensure that our employees are trained and familiar with various assistive devices, including a TTY device that allows users to send typed messages across phone lines, to ensure that your experience with us is satisfactory. The Bell Relay Service number is 1-800-855-0511.


We will communicate with people with disabilities in a manner consistent with our core values of exceeding expectations and delivering exceptional experiences. We will communicate with account for a person’s disability as well as their dignity, inclusion and independence in mind always.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on our premises.

Support persons

A person with a disability whom a support person accompanies will be allowed to have that person accompany them while on our premises during the visit's entirety. Fees will not be charged for support persons.

Notice of temporary disruption

If an accessibility service is disrupted that would have been utilized to accommodate your disability, you will be notified of the reason for the disruption, its anticipated duration and a description of alternative services. Such notification will be posted to the PetleyHare website. Therefore, we encourage you to log on before coming into the office.

Services/Facilities include:


PetleyHare will ensure that employees are trained on the following to provide you with accessible customer service and meet accommodation needs when such have been requested.

  • Accessibility for Ontarians with Disabilities Act.
  • The requirements and PetleyHare’s expectations of an inclusive customer service standard.
  • The organization’s policy on providing accessible customer service.
  • How to interact with people with various types of disabilities.
  • How to interact with people who use an assistive device or require the assistance of a service animal or support person.
  • Information on how to use equipment or devices in your organization to help provide goods, services or facilities to people with disabilities (for example, screen readers, lifts, TTY phone lines).
  • What to do if a person with a disability is having difficulty accessing your organization’s goods, services or facilities.
  • The accessibility standards and the Ontario Human Rights Code relate to people with disabilities.
  • PetleyHare’s Emergency Response Plan includes expectations for those requiring accommodation.

Feedback process

You are encouraged to utilize contact points to express concerns about accessibility, your accessibility experience, and any thoughts deemed informative to PetleyHare's efforts to be an accessible service.

You may also call us at 905.433.4200.

If a complaint is received, it will be addressed by PetleyHare, and a response will be delivered regarding our appreciation for your insight and an opportunity to discuss how we can improve. This response can be expected within 30 days.

Notice of availability

PetleyHare Insurance Brokers can provide our documents, such as policy, related to accessible customer service upon request.