Customer Service and Moving in
Whether you have purchased a suite in one of our modern high-rises or a uniquely designed home, we want to do everything possible to make it a rewarding, satisfying experience for years to come. The resources you will find in this section are designed to help you truly enjoy your new home.

Accessibility Standards for Customers with Disabilities

Acceptable conduct of our employees and our representatives is expected when dealing with our Customers with Disabilities, to ensure their independence, respect and dignity, while providing them access to our products and services. Our customers can find our policy on Accessibility Standards on our website at: www.monarchgroup.net

Monarch is committed to provide:

• Hassle free access to its premises for all its customers.
• Ensure that our staff is trained and familiar with various assistive devices used by customers with disabilities.
• Communicate with people with disabilities taking into account their disabilities.
• Welcome service animals on parts of our premises that are open to the public.
• Welcome support persons accompanying a person with a disability.
• In the event there is a disruption of services or facilities for customers with disabilities, Monarch will notify them promptly of the reason, the anticipated length of the disruption, and alternative facilities, if available. Notices may be posted at our sales offices, customer service offices and reception.
• Monarch will provide on-going training to all its Customer Care team members, Receptionists, and will assist training its third party sales team in its sales offices, and any other employees who may deal with the public.
  Training will include:
  
  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirement of the customer service standard
  • Monarch's accessible customer service plan
  • How to interact with people using assistive devices
  • How to communicate with people with various disabilities
  • How to use any devices provided by Monarch in assisting people with disabilities
  • What to do if a person with disabilities is having difficulty accessing Monarch's services and products
  • Staff will be trained when changes are made to our customer service plan
• Feedback – customers who wish to provide feedback on the way Monarch provides goods and services, may do so in writing, via e-mail, or by phone to the attention of the Human Resources Manager at Monarch. All feedback will be directed according to the nature of the issue raised. Customers will be notified within 3 business days of the action that might be taken to address their concerns.