Accessible Customer Service

This policy is intended to meet the requirements of the Accessibility Standard for Customer Service, set forth under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).

The Company shall establish policies, procedures, and practices governing the provision of accessible customer service to all customers including people with disabilities doing business with the Company. Goods and services include those that are provided by employees, contractors, consultants, temporary and other workers, and members (hereinafter collectively referred to as affected parties). Affected parties are required to exercise high standards of professionalism, integrity, and impartiality in the conduct of Company business. In addition, affected parties are required to adhere to all applicable laws that regulate their conduct in the performance of their respective duties.

The Company shall promote accessibility through the development of policy, procedures, and practices and by ensuring consideration is given to persons with disabilities. To do this, we must ensure policies, procedures, and practices address dignity, independence, integration, and equal opportunity.

Dignity - Service delivery that treats people as customers and clients who are valued and as deserving of effective and full service as any other customer. Employees will not treat people with disabilities as an afterthought or force them to accept a lesser service of quality or convenience. 
Independence- Services for people shall support the freedom from the control or influence of others, being free to make their own choices.
Integration - Services that allow people with disabilities to fully benefit from the same services, in the same places and in the same or similar ways as other customers.
Equal Opportunity - Providing services that offer the same chances, options, benefits, and results for all customers

Accessible Employment

This policy is intended to meet the requirements of the Integrated Accessibility Standards, set forth under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). 
The Company strives to develop, implement, and maintain policies governing how we will achieve increased accessibility in our everyday work. We will work to remove barriers and meet requirements under the Integrated Accessibility Standards Regulation.

Accessible Formats and Communication Supports

The Company will provide or arrange for the provision of reasonable accessible formats and communication supports for persons with disabilities in a timely manner and at no additional cost to the individual. We will take into account the person’s accessibility needs when customizing individual requests.

Recruitment, Assessment, and Selection

The Company supports the expansion of Ontario’s labour pool by ensuring applicants with disabilities are welcome and supported within our workplace.  The Company will notify job applicants that we will make accommodations during the recruitment process. We will consult with the applicant when accommodation is needed.

Accessible Formats and Communication Support for Employees

If an employee with a disability requests it, the Company will arrange for the provision of accessible formats and communication supports for the following:

• Information needed in order to perform the job; and
• Information that is generally available to all employees in the workplace.

The Company will consult with the employee making the request to determine the best way to provide the information.

Return to Work Plans

The Company will develop and implement return to work plans for any employee who is absent from work due to a disability and requires accommodation.  The return to work process will include an outline of the steps we will take to facilitate the employee’s return to work and include documented individual accommodation plans. 

Policies and Training

All employees will be required to review our AODA policies as well as participate in any training as it pertains to their role when it comes to Accessibility. This is done during orientation and additionally as required throughout employment.

Feedback Process

The Company welcomes feedback on the accessibility of its workplace and services. A feedback form is available for individuals who wish to provide input on how we support accessibility for employees, clients, partners, and visitors. This form is available on our website and upon request. 

 

Download our Accessibility Policy Feedback from here.