COMMUNITY LIVING NEWMARKET/AURORA DISTRICT

Accessibility for Ontarians with Disability Act (AODA) – Accessibility Standard for Customer Service Policy

INTENT

Community Living Newmarket/Aurora District is committed to following the principles of dignity, independence, integration and equal opportunity.  This policy is intended to set a foundation for expectations while meeting the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005. 

The Accessibility for Ontarians with Disabilities Act, 2005 set various standards and deadlines to increase accessibility by 2025.  Community Living Newmarket/Aurora District is committed to meeting all applicable deadlines and will by incorporating changes as indicated by the act.  

This policy and its related procedures will be reviewed as required in the event of legislative changes.

SCOPE

This policy applies to the provision of services at premises owned and operated by Community Living Newmarket/Aurora District and applies to all employees, volunteers and board members.  

DEFINITIONS

Assistive Device – is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities.  Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.

Disability – 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/intellectual disability;
• a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
• a mental disorder; or
• an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Guide Dog – is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and increased independence for people who are blind.

Service Animal – as reflected in Ontario Regulation 429/07, 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; or
• if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Service Dog – as reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other than a guide dog for the blind is a service dog if:

• it is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability;
• or the person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.

Support Person – as reflected in Ontario Regulation 429/07, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.

GENERAL PRINCIPLES

In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:

1. The Provision of Services to Persons with Disabilities
2. The Use of Assistive Devices
3. The Use of Guide Dogs, Service Animals and Service Dogs
4. The Use of Support Persons
5. Notice of Service Disruptions
6. Customer Feedback
7. Training
8. Notice of Availability and Format of Required Documents

1. The Provision of Services to Persons with Disabilities

Community Living Newmarket/Aurora District will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

• ensuring that all customers receive the same value and quality;
• allowing customers with disabilities to do things in their own ways, at their own pace when accessing services as long as this does not present a safety risk;
• using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
• taking into account individual needs when providing services; and
• communicating in a manner that takes into account the customer's disability.

2. Assistive Devices

Customer’s own assistive device(s):

Persons with disabilities may use their own assistive devices as required when accessing services provided by Community Living Newmarket/Aurora District.

In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of services.

3. Guide Dogs, Service Animals and Service Dogs

A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.

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Applicable Laws:  

Dog Owners' Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relating to banned breeds (such as pitbulls) and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails.

Recognizing a Guide Dog, Service Dog and/or Service Animal:

If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, Community Living Newmarket/Aurora District may request verification from the customer.  Verification may include:

• a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
• a valid identification card signed by the Attorney General of Canada; or,
• a certificate of training from a recognized guide dog or service animal training school.

Care and Control of the Animal:

The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.

Allergies:

If a health and safety concern presents itself for example in the form of a severe allergy to the animal, Community Living Newmarket/Aurora District will make all reasonable efforts to meet the needs of all individuals.

4. Support Persons

If a customer with a disability is accompanied by a support person, Community Living Newmarket/Aurora District will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.

There may be times where seating and availability prevent the customer and support person from sitting beside each other.  In these situations Community Living Newmarket/Aurora District will make every reasonable effort to resolve the situation.  In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.  

5. Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Community Living Newmarket/Aurora District.  In the event of any temporary disruptions to facilities or services that customer's with disabilities rely on to access or use Community Living Newmarket/Aurora District’s services, reasonable efforts will be made to provide advance notice.  In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

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Notifications will Include:

In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:

• goods or services that are disrupted or unavailable
• reason for the disruption
• anticipated duration
• a description of alternative services or options

Notifications Options:

When disruptions occur Community Living Newmarket/Aurora District will provide notice by:

• posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the Community Living Newmarket/Aurora District’s website;
• contacting customers with appointments;
• verbally notifying customers when they are making a reservation or appointment; or
• by any other method that may be reasonable under the circumstances.

6. Feedback Process

Community Living Newmarket/Aurora District shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities.  Information about the feedback process will be readily available to all customers and notice of the process will be made available.  Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request.  Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.  

Submitting Feedback:

Customers can submit feedback to:

Mark Brown, Training and Development Manager

905-898-3000 Ext. 227

757 Bogart Avenue

Newmarket, ON L3Y 2A7

mark.brown@clnad.com

7. Training

Training will be provided to all Community Living Newmarket/Aurora District employees, volunteers, and board members who deal with the public.

Training Provisions:

As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:

• A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
• A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
• Instructions on how to interact and communicate with people with various types of disabilities.
• Instructions on how to interact with people with disabilities who:

• use assistive devices;
• require the assistance of a guide dog, service dog or other service animal; or
• require the use of a support person.

• Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
• Instructions on what to do if a person with a disability is having difficulty accessing your services.
• Community Living Newmarket/Aurora Districts policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.

Training Schedule:

Community Living Newmarket/Aurora District will provide training to new employees, volunteers and board members who deal with the public or act on our behalf. Revised training will be provided in the event of changes to legislation, procedures and/or practices.

Record of Training:

Community Living Newmarket/Aurora District will keep a record of training that includes the dates training was provided and the number of people who attended the training.

8. Notice of Availability and Format of Documents

Community Living Newmarket/Aurora District shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer's disability.  Notification will be given by posting the information in a conspicuous place owned and operated by Community Living Newmarket/Aurora District, the website and/or any other reasonable method.

ADMINISTRATION

If you have any questions or concerns about this policy or its related procedures please contact:

Mark Brown, Training and Development Manager

905-898-3000 Ext. 227

757 Bogart Avenue

Newmarket, ON L3Y 2A7

mark.brown@clnad.com

REFERENCED DOCUMENTS

• Accessibility for Ontarians with Disabilities Act, 2005
• Accessibility Standards for Customer Service, Ontario Regulation 429/07
• Blind Person’s Rights Act, 1990
• Dog Owners' Liability Act, Ontario
• Food Safety and Quality Act 2001, Ontario Regulation 31/05
• Health Protection and Promotion Act, Ontario Regulation 562
• Ontario Human Rights Code, 1990