NICHOLAS C BADER PROFESSIONAL CORPORATION

O/A BADER LAW

ACCESSIBLE CUSTOMER SERVICE POLICY

Date of Revision: January 1, 2026

Purpose. Bader Law is committed to providing superior service and accessibility to our clients. The purpose of this policy is to ensure that all of our clients and other members of the public have unrestricted and dignified access to our services, in accordance with the Accessibility for Ontarians with Disabilities Act (the “AODA”).

This policy applies to the provision of services to the public, not to the services themselves.

Scope. This policy outlines our commitment to accessibility in our customer service standards.

For the purposes of this policy, references to “clients” include prospective clients and any members of the public who attend our offices, communicate with our team, or otherwise seek legal services from Bader Law.

Bader Law is committed to providing a respectful, welcoming and inclusive environment to all individuals who seek the services we provide. All of Bader Law’s employees are expected to comply with this policy when delivering services to our clients and other members of the public or conducting business on behalf of Bader Law. As a law firm, Bader Law will provide accessible service while protecting confidentiality and solicitor-client privilege.

Definitions.

1. Barrier.

Anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an architectural barrier, information or communications barrier, an attitudinal barrier, a technological barrier, a policy or practice.

2. Disability.

For the purpose of this policy, the term “disability” includes:

(a) any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;

(b) a condition of mental impairment or a developmental disability;

(c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;

(d) a mental disorder; or

(e) an injury or disability for which benefits were claimed or received under the Workplace Safety and Insurance Act, 1997, S.O. 1997, c. 16, Sched. A.

3. Employee.

Any person regarding whom Bader Law pays wages or a salary, has control over their assigned work and has a right to control the details of their work. This includes, but is not limited to fulltime, part-time, seasonal and contract employees.

4. Service Animal.

An animal is a service animal for a person with a disability if:

a) it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or

b) the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

5. Support Person.

A person who accompanies a person with a disability in order to help with communication, mobility, personal care or medical needs or with access to goods or services.

Policy Statement – Customer Service Standards. Bader Law is committed to providing accessible customer service to people with disabilities in a manner consistent with the principles of dignity, independence, integration and equal opportunity. Bader Law will strive to achieve full access to our services in the following areas:

1. Communication.

Communication will be provided in a manner that respects the dignity and independence of persons with disabilities. When requested, Bader Law team members communicating with persons with a disability will take into account the particular individual’s needs and circumstances.

2. Assistive Devices.

Persons with disabilities will always be permitted to obtain, use or benefit from Bader Law’s goods or services using their own assistive devices when needed. In the event a person with a disability is hindered from accessing any goods or services offered, Bader Law team members will use their best efforts to deliver the same service in another way, upon request, and while respecting the autonomy and dignity of the customer.

3. Billing.

Bader Law strives to offer accessible billing practices and can provide invoices in an alternative accessible format upon request. To this end, Bader Law will answer any questions clients may have about the content of invoices in person, by telephone or by email.

4. Service Animals.

Bader Law welcomes clients and visitors with disabilities who are accompanied by a service animal and will treat these clients and their service animals with respect. Employees will understand that “no pet” policies do not apply to service animals.

5. Support Persons.

If a customer is accompanied by a support person, Bader Law will ensure that both persons may enter the premises and engage with our services together.

6. Notice of Temporary Disruptions.

Bader Law is aware that persons with disabilities rely on certain services and facilities we provide. Temporary disruptions in Bader Law services that are outside of our control may occur on occasion. Bader Law will utilize reasonable efforts to provide notice when there is a temporary disruption in those services that people with disabilities usually rely upon. This notice will include information about the reason for the disruption, its anticipated duration and, if applicable, a description of alternative facilities or services that may be available. Notice of service disruptions will be provided as soon as possible after we become aware of the disruption, or in advance in the case of planned disruptions.

Notice will be provided by a variety of methods, depending on the circumstances, and may include postings in conspicuous places such as in the entrances to our premises.

7. Training for Staff.

All staff who interact with clients on Bader Law’s behalf will receive customer service training as required to meet service standards and regulatory requirements.

Training will be provided on a regular basis and whenever changes are made to this Policy to ensure that this Policy is properly implemented at all times.

Training will include the following:

(a) An overview of the obligations imposed on businesses with respect to the provision of services to people with disabilities.

(b) Guidance on how to interact and communicate with people with various types of disabilities, including on how to interact with people with disabilities who:

(i) use an assistive device;

(ii) require the assistance of a service animal; or

(iii) require the use of a support person.

(c) Instructions on how to use equipment or assistive devices available or otherwise provided by Bader Law that may help with the provision of goods or services to a person with a disability.

(d) Training on what to do if a person with a disability is having difficulty in accessing our services.

8. Feedback on Accessibility Practices. Bader Law welcomes feedback on the services it provides to persons with disabilities. Clients and members of the public can submit feedback and questions in person at Bader Law offices, by email or by phone: 1670 North Service Road East, Unit 216, Oakville Ontario – info@baderlaw.ca – 290-652-9092

Bader Law will acknowledge receipt of the feedback and, if the feedback raises concerns, Bader Law will respond. The response will be provided in the format requested (or the most appropriate format if no request was made) and outline corrective action that is being or will be taken.

This Policy, as well as any supplementary practices and procedures, will be made available in alternative formats to any person upon request. Bader Law will post notice of the availability of these documents on our website.

9. Modifications to this or other policies. Bader Law policies and procedures will be developed or updated in such a manner as to respect and promote the dignity and independence of persons with disabilities.

10. Multi-Year Accessibility Plan. Bader Law is committed to preventing and removing barriers to accessibility and meeting accessibility requirements under the AODA. To this end, it maintains a multi-year accessibility plan and commits to the following:

(1) Bader Law will continually strive to provide clients and clients with publicly available information in an accessible way upon request.

(2) Bader Law will continue taking the following steps to ensure its staff receive accessibility training:

(a) Training as it relates to accessibility and the Human Rights Code, R.S.O. 1990, c. H.19 will be provided to all Ontario staff members.

(b) Staff will receive instruction about how to: (i) interact and communicate with persons disabled by barriers; and (ii) to interact with persons disabled by barriers who use an assistive device or require the assistance of a support person or service animal.

(3) Bader Law is committed to meeting the communication needs of people with disabilities.

(4) Bader Law has taken and will continue administering feedback processes in accessible formats.

(5) Bader Law will provide information and communication in accessible formats.

(6) Bader Law will continue notifying the public of service disruptions and alternatives.

In accordance with the AODA legislation, this Multi-Year Accessibility Plan will be updated at least once every five years.

This document is available to the public and in an alternate format and/or with accessible communication supports upon request.