Accessibility Standards for Client Service Policy
The goal of the Accessibility for Ontarians with Disabilities Act, 2005 (the “Act”) is to create a more accessible Ontario, by identifying, and to the extent possible, preventing, and eliminating barriers experienced by persons with a disability.
A standard for client service (“the Standard”) has been established under the Act to ensure goods and services are, where at all possible, equally accessible to every member of the public.
We at figure3 are committed to providing a barrier-free environment for our clients. The objective of this policy (the “Policy”) is to ensure we meet the requirements of the Standard and promote its underlying core principles, described below.
The Policy applies to all persons who, on behalf of figure3, deal with members of the public or other third parties. This includes our employees, volunteers, agents and contractors.
- Accessibility Report – The report required to be filed pursuant to section 14 of the Act.
- Assistive Device – Any device used to assist a person in performing a particular task or tasks or to aid
that person in activities of daily living.
- Disability – Has the same definition as is provided under the Act and Human Rights Code, R.S.O.
1990, c. H.19.
- Service Animal – An animal is a service animal for a person with a disability,
(a) if it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
(b) if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
- Support Person – A person who accompanies a person with a disability to assist with communication,
mobility, personal care or medical needs or with access to goods or services.
- “We”, “Our” and “Staff” means figure3 and its employees, volunteers, agents and contractors.
core principles of the policy
We endeavor to ensure that the Policy and related practices and procedures are consistent with the following four (4) core principles:
- Dignity – Persons with a disability must be treated as valued clients as deserving of service as
any other client.
- Equality of Opportunity – Persons with a disability should be given an opportunity equal to that given
to others to obtain, use and benefit from our goods and services.
- Integration – Wherever possible, persons with a disability should benefit from our goods and services
in the same place and in the same or similar manner as any other client. In circumstances where integration does not serve the needs of the person with a disability, goods and services will, to the extent possible, be provided in another way that takes into account the person’s individual needs.
- Independence – Goods and services must be provided in a way that respects the independence of
persons with a disability. To this end, we will always be willing to assist a person with a disability but will not do so without the express permission of the person.
- Communication – figure3 strives to communicate with persons with a disability in a manner that takes into account the disability.
Upon request, we will provide documents in a format that meets their needs that takes into account the disability.
We will answer any questions clients may have about the content of any figure3 produced document in a manner that takes into account the disability.
- Assistive Devices:
Persons with a disability are permitted, where possible, to use their own Assistive Device when on our premises for the purposes of obtaining, using or benefiting from our services.
If there is a physical, technological or other type of barrier that prevents the use of an Assistive Device on our premises we will first endeavour to remove that barrier. If we are not able to remove the barrier we will ask the person how he/she can be accommodated and what alternative methods of service would be more accessible to him/her. We will make best efforts to provide an alternative means of assistance to the person with a disability.
Staff will receive training on various Assistive Devices that may be used by persons with a disability while accessing our goods and services.
- Service Animals:
Persons with a disability may enter premises owned and/or operated by figure3 accompanied by a Service Animal, and keep the Service Animal with them, if the public has access to such premises and the Service Animal is not otherwise excluded by law.
If a service animal must be excluded, we explain to our client why this is the case and explore alternative ways to meet the client’s needs.
Staff will receive training on how to interact with persons with a disability accompanied by a Service Animal.
- Support Persons:
A person with a disability may enter premises owned and/or operated by figure3 with a Support Person and have access to the Support Person while on the premises.
figure3 may require a person with a disability to be accompanied by a Support Person where it is necessary to protect the health or safety of the person with a disability or the health or safety of others on the premises.
The nature of our business requires the Company to deal with sensitive business information. The Company will require the consent of our client to discuss their business dealings with a support person. Once this consent is received, no client with a disability who is accompanied by a support person will be prevented from having access to his or her support person while on our premises.
Staff will receive training on how to interact with persons with a disability who are accompanied by a Support Person.
- Notice of Temporary Disruptions
figure3 will notify clients if there is a planned or unexpected disruption of a facility or service that will affect their access to our services. The notice will be posted at the entrance of the applicable premises and at reception in our office.
The notice will include the following information:
i. That a facility or service is unavailable.
ii. The anticipated duration of the disruption.
iii. The reason for the disruption.
iv. Alternative facilities or services, if available.
Training and Records
figure3 will provide training to employees, volunteers and others including any third parties who deal with the public on our behalf, as well as to those persons charged with developing this Policy and related procedures and practices in order to appropriately provide service to clients with a disability.
- Content of Training
Training will include:
– A review of the purpose of the Act and requirements of the Standard.
– A review of the Policy.
– How to interact and communicate with persons with various types of disabilities.
– How to interact with persons with a disability who use an Assistive Device or require the assistance of a Service Animal or Support Person.
– How to use equipment or devices made available on our premises to assist persons with a disability to obtain, use or benefit from our goods and services.
– What to do if a person with a disability is having difficulty accessing our premises and/or services.
- Timing of Training
Training will be provided to all persons to whom this Policy applies as soon as practicable after he or she is assigned the applicable duties. Staff will also be trained on an ongoing basis when changes are made to this policies and any related practices and procedures.
- Documenting Training
Records of the training provided, including the training protocol, the dates on which the training is provided and the number of individuals to whom the training is provided shall be maintained in accordance the requirements of the Act.
- Receiving Feedback
figure3 welcomes and appreciates feedback regarding this Policy and its implementation. Feedback can be provided directly to the Principal in charge of Administration in the following ways:
– In person at 200 University Avenue, Second Floor, Toronto, Ontario
– By telephone at (416) 363-4591 ext. 2102
– In writing to Darryl Balaski, Principal, 200 University Ave. 2nd Floor, Toronto, Ontario M5H 3C6
– Electronically via email to firstname.lastname@example.org
- Responding to Feedback
Feedback will be recorded and forwarded to the President for review. The President will assign responsibility for resolving any complaint. Clients can expect a response acknowledging their concerns within 15 business days of receipt of any complaint.
figure3 strives to meet the needs of its employees and clients with disabilities and is working hard to remove and prevent barriers to accessibility.
Our organization is committed to fulfilling our requirements under the Accessibility for Ontarians with Disabilities Act (AODA).? This accessibility plan outlines the steps figure3 is taking to meet those requirements and to improve opportunities for people with disabilities.
Our plan shows how figure3 will play its role in making Ontario an accessible province for all Ontarians.
Section One:? Past Achievements to Remove and Prevent Barriers
We at figure3 remain committed to providing a barrier-free environment for our clients and promote its underlying core principles of dignity, equal opportunity to benefit from our services, integration, and independence.
We trained our staff on the Customer Service Standard and make information available to help our staff provide services to people with disabilities.
Information and Communications
We make efforts to communicate and share information in a clear manner and, if requested, in a manner that takes into account the disability.? We are willing to comply with requests for information in alternate formats from any person with a disability.
We monitor for needs for assistance for people with disabilities in the event of an emergency in our workplace.
Our figure3 website was designed with accessibility in mind and we remain vigilant to ensure conformance with the accessibility standards for websites.
We include a statement welcoming and encouraging applicants with disabilities to apply and offer accommodations upon request.
We include a statement in our offers of employment indicating that we are committed to providing reasonable accommodation for employees with disabilities as requested.
We have trained our staff on the requirements under the AODA.
Section Two:? Strategies and Actions
Between now and 2021 we intend to meet the requirements of the Accessibility for Ontarians with Disabilities Act and to remove and prevent barriers to people with disabilities.
Figure3 will maintain it’s commitment to providing accessible customer service to people with disabilities. This means that we will provide our services to people with disabilities with the same high quality and timeliness as others.
We will provide training to new staff in the Customer Service Standard in a timely manner.
Information and Communications
Figure3 remains committed to making our information and communications accessible to people with disabilities, in a manner that takes into account their disability as requested.
Public safety and emergency information will be available in alternate formats as needed.
We will monitor our website for compliance with accessibility standards and make adjustments as needed to ensure compliance.
figure3 will remain committed to fair and accessible employment practices.
In our job postings, we will include our statement to welcome and encourage applicants with disabilities and indicate that we will provide accommodations during the recruitment and hiring process.
In offers of employment, we will continue to offer reasonable accommodations to employees with disabilities upon request.
We will ensure accessible performance management and career development processes whenever required.
Figure3 is committed to providing training in the requirements of Ontario’s accessibility laws and the Ontario Human Rights Code as it applies to people with disabilities.
As new employees join our organization, we will provide such training in a timely manner.
For more information:
For more information on this accessibility plan, please contact Darryl Balaski at email@example.com, or (416) 363.6993
Standard and accessible formats of this document are free on request by contacting firstname.lastname@example.org
Statement of organizational commitment
Figure3 is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.
We are committed to training staff and volunteers in Ontario’s accessibility laws and aspects of the Ontario Human Rights Code that relate to persons with disabilities.
We will train our employees and volunteers on accessibility as it relates to their specific roles.
Information and communications
We will communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports.
We will also meet internationally-recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level A website requirements in accordance with Ontario’s accessibility laws.
We will notify employees, potential hires and the public that accommodations can be made during the recruitment and hiring.
We will notify staff that supports are available for those with disabilities. We will put in place a process to develop individual accommodation plans for employees as needed.
Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency.
Our performance management and career development processes will take into account the accessibility needs of all employees.
Changes to existing policies
We will modify or remove an existing policy that does not respect and promote the dignity and independence of people with disabilities.