AODA – ACCESSIBLE CUSTOMER SERVICE STANDARD
Angus Consulting Management Limited (ACML) is committed to meeting the accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005. We strive to provide goods and services in a manner that is accessible to all of our customers and that respects the dignity and independence of persons with disabilities. We believe in integration and equal opportunity and are committed to service excellence for all of our customers.
SCOPE OF POLICY
The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) legislation was created by the Ontario government to develop mandatory accessibility standards to identify, remove, and prevent barriers for persons with disabilities.
The goal of AODA is to improve and achieve accessibility for persons with disabilities by developing, implementing and enforcing accessibility standards for Ontarians with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises on or before January 1, 2025.
This policy applies to all employees, and the provision of goods and services provided by ACML. It outlines the practices and procedures under the accessibility standard, Accessibility Standards for Customer Service, Ontario Regulation 429/07.
GENERAL PRINCIPLES AND DEFINITIONS
The term disability, as defined by the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, refers to:
- 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.
- A condition of mental impairment or a developmental disability.
- A learning disability or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language.
- A mental disorder.
- An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
- The definition includes disabilities of different severity, visible as well as non-visible disabilities, and disabilities the effects of which may come and go.
The Provision of Goods and Services to Persons with Disabilities
ACML will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the AODA principles of dignity, independence, integration and equal opportunity.
ACML will interact and communicate with persons with disabilities in ways that takes into account their disability when providing goods and services. Customers are encouraged to identify barriers of communication that they are experiencing to assist ACML in meeting this commitment.
An assistive device is a technical aid, medical aid, communication device or other instrument that is used to maintain or improve the functional abilities of persons with disabilities. Personal assistive devices are used in relation to seeing, hearing, speaking, mobility, breathing, performing manual tasks, learning, working or self-care.
Examples of assistive devices include: wheelchairs, scooters, walkers, amplification devices that boost sound for listeners, hearing aids, oxygen tanks, electronic notebooks, laptop computers, speech generative devices, etc.
Persons with disabilities may use their own personal assistive devices as required to obtain, use or benefit from our goods and services. In cases where the assistive device presents a safety concern (for example, open flames and oxygen tanks cannot be near one another), other reasonable measures will be provided.
Service animals are highly-trained to provide a variety of assistance including mobility aid, medical aid, safety and increased independence. An animal is a service animal for a person with a disability if,
- It is readily apparent that the animal is used by the person for reasons relating to his or her disability.
- The person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
Persons with disabilities may be accompanied by a service animal and allowed access to our premises while accessing our goods and services, and they will be responsible for the care and control of the service animal at all times.
In relation to a person with a disability, a support person is someone who accompanies them in order to help with communication, mobility, personal care, medical needs or with access to goods or services.
We are committed to welcoming persons with disabilities who are accompanied by a support person on all parts of our premises, and will not deny access to the support person.
ACML will provide training to all employees and others who deal with the public and act on our behalf and those who are involved in the development and approvals of service policies,
practices and procedures. As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:
- Purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
- Requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
- How to interact and communicate with people with various types of disabilities.
How to interact with people with disabilities who:
- Use assistive devices
- Require the assistance of a service animal
- Require the use of a support person
- Using equipment and devices that are available at our premises or that we provide that may help people with disabilities.
- What to do if a person with a disability is having difficulty accessing our services.
- ACML’s policies, procedures and practices relating to the customer service standard.
ACML will provide accessible customer service training to all new employees upon hire, or as soon as practicable. Training records will be kept on file; the records will contain the employee’s name and the date that the training was completed.
NOTICE OF DISRUPTION OF SERVICES
Service disruptions at our head office may occur due to reasons within or outside the control of ACML. In the event of a temporary disruption, reasonable efforts will be made to provide advance notice.
In the situation of an unplanned temporary disruption, advance notice may not be possible. In the situation of a planned or known disruption, ACML is committed to posting information detailing the goods and services that are disrupted or unavailable, the reason for the disruption, the anticipated duration and a description of alternative services or options.
Notice of disruptions in service will be posted in a conspicuous place at the point of disruption; the main entrance and nearest accessible entrance to the service disruption and/or on the ACML website. ACML will use any method considered reasonable under each circumstance to notify customers of a disruption in service.
ACML’s goal is to ensure customers have the opportunity to share feedback on the service provided to customers with disabilities. Feedback may be provided in the manner deemed most convenient to them, such as: in writing, in person, telephone, fax, or email. Upon receipt of your feedback, ACML will respond within 10 business days.
Feedback may be submitted to:
In Writing/In Person:
c/o Human Resources
1125 Leslie Street
Toronto, ON M3C 2J6
NOTICE OF AVAILABILITY
This policy will be available upon request in a format that takes into consideration the customer’s disability and preferred format.
UPDATES TO POLICY
The Company reserves the right to review any and all policies, programs and procedures and to amend, modify, replace or discontinue these policies, programs and procedures at any time.