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AODA Customer Service Accessibility Policy

Accessibility Policy

Purpose

Accessible Daily Living is dedicated to ensuring all programs and services provided by the company are accessible to people with disabilities and in compliance with the Accessibility for Ontarians with Disabilities Act (AODA) by identifying, removing and preventing barriers that might interfere with their ability to access and benefit from our services. It is our obligation to outline responsibilities of employees, Volunteers and others who deal with the public or other third parties on behalf of Accessible Daily Living, providing services to people with disabilities.

This policy applies to all Accessible Daily Living branch offices’ employees, contractors, volunteers and others who deal with the public or other third parties on the Company’s behalf.

Roles and Responsibilities

  • Shall establish and enforce practices and procedures
  • Shall provide training on the AODA and internal policies, procedures and practices
  • Shall evaluate and review policies, procedures and practices as required

Employees:

  • Shall treat all with dignity and respect
  • Shall offer a variety of communication methods to person with disabilities
  • Shall use reasonable efforts to allow persons with disabilities to use their own assistive devices to access facilities and services
  • Shall allow persons with disabilities to be accompanied by their guide dog or service animal and/or support person

Definitions

Disability defined as;

  1. 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 co-ordination, 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.
  2. A condition of mental impairment or a developmental disability;
  3. A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
  4. A mental disorder, or
  5. An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997;

Accessible defined as; capable of being entered or reached, approachable; easy to get at; capable of being influenced, obtainable; able to be understood or appreciated.

Assistive Device defined as; a device used to support and assist persons with disabilities in carrying out activities or in accessing the services of persons or organizations covered by the customer Service Standard.

Dignity defined as; respecting and treating every person including persons with a disability as valued and as deserving of effective and full service as any other customer.

Independence defined as; freedom from restriction, segregation, control or influence of others, freedom to make your own choices.

Integration defined as; designed to be accessible to everyone including people with disabilities

Equal Opportunity defined as; that a person with a disability has the same opportunity to benefit from services as other customers

Guide Dog defined as; a dog trained as a guide for a person who is blind and having the qualifications prescribed by the regulations.

Service Animals defined as; animals that are used as a service animal for a person with a disability.

Support Person defined as; an individual hired or chosen by a person with a disability to provide services or assistance with communication, mobility, personal care, and medical needs or with access to goods or services.

Commitment

Accessible Daily Living at all times will provide goods and services in a way that respects the dignity and independence of people with disabilities. Accessible Daily Living is devoted to giving people with disabilities the same opportunity to access services and to benefit from the services, in the same place and in a similar way, which supports inclusion.

Accessible Daily Living is dedicated to serving all customers including people with disabilities by removing barriers that might arise in the course of doing business as follows:

1. Communication

-We will communicate with people with disabilities in ways that take into account their disability.

-We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

-If telephone communication is not suitable to customers communication needs, we will offer to communicate with them by email or other means of communications they prefer.

2. Assistive devices

-We are committed to providing people with disabilities, who use assistive devices to obtain, use or benefit from our services.

3. Billing

-We are committed to providing accessible billing practices to all. Billing will be provided in alternate format upon request (email, fax etc.) upon request.

4. Documentation

-If requested we will provide documents in hard copy, large print and email if required.

Use of Service Animals and Support Persons

Accessible Daily Living is committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public. We will also ensure that all key staff and personnel are properly trained in how to engage with people with disabilities who are accompanied by a service animal.

Accessible Daily Living is committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter premises with his or her support person.

Notice of Temporary Disruption

Accessible Daily Living will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include the following information:

1. The reason for the disruption
2. It's anticipated duration
3. Description of alternative facilities or services, if available.
4. Contact information

Training For Staff

Accessible Daily Living provides training to all employees, who interact with the public on our behalf. Training is developed and delivered in various formats to all employees, including volunteers.

Training will include the following:

  1. The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of all five (5) Integrated Accessibility Standards (Customer Service, Employment, Information and Communication, Transportation and Built Environment.
  2. How to engage and communicate with people with visible and non - disabilities
  3. How to engage people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  4. What to do if a person with a disability is having difficulty in accessing Accessible Daily Living services

All new employees and staff will be provided with training on AODA as soon as practicable. Employees will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Accessible Daily Living is dedicated to developing policies that respect and promote the dignity and independence of people with disabilities. All policies and procedures will be developed or updated respecting and promoting the dignity and independence of persons with disabilities.

Notice of Availability of Documents

The documents required by AODA integrate Accessibility Standard Regulations are available upon request. The documents will be provided in alternative format upon request.

Questions about this policy

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to, [email protected] or by calling (905) 533-0581 ext. 103

This policy is available in alternate formats upon request.