Accessibility for Ontarians with Disabilities

Customer Service Policy

 

PURPOSE

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is a provincial act with the purpose of developing, implementing and enforcing accessibility standards to achieve accessibility for persons with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises.

Under the AODA, Ontario Regulation 429/07 entitled “Accessibility Standards for Customer Service” establishes accessibility standards specific to customer service and the provision of goods and services to the public.

Home and Community Care Support Services agencies are required to meet the requirements of accessibility standards established by the AODA. This policy applies to all our employees, volunteers and similar parties who deal with the public.

• Multi-Year Accessibility Plan (PDF)

• Annual Status Report - 2021 (PDF)

POLICY STATEMENT

Home and Community Care Support Services Champlain strives to provide goods and services in a way that respects the dignity and independence of people with disabilities.

All reasonable efforts to ensure its policies, practices and procedures are consistent with the spirit and requirements of the Accessibility Standards for Customer Service (Ontario Regulation 429/07).

• AODA Policy Statement

COMMUNICATION WITH PERSONS WITH DISABILITIES

When communicating with a person with a disability, Home and Community Care Support Services Champlain will do so in a manner that takes into account the person’s disability.

ASSISTIVE DEVICES

To facilitate our interactions, a person with a disability may provide their own assistive device for the purposes of obtaining, using and benefiting from our goods and services that are made available to the public.

SERVICE ANIMALS

Home and Community Care Support Services Champlain welcomes people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public.

If a service animal is excluded by law from our premises, we will ensure that alternate means are available to enable the person with a disability to access our goods and services.

SUPPORT PERSONS

Home and Community Care Support Services Champlain welcomes people with disabilities who are accompanied by a support person.

At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Should a fee be charged in relation to a support-person’s presence on our premises, or to attend a Home and Community Care Support Services Champlain-sponsored event, we will provide advance notice of the fee.

NOTICE OF TEMPORARY DISRUPTION

Should there be a planned or unexpected disruption in the facilities or services over which Home and Community Care Support Services Champlain has control, we will make reasonable efforts to provide notice.

This notice will include information about the reasons for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

We will provide notice by posting information in visible places on our premises, on our website, or by any other method that may be reasonable under the circumstances.

TRAINING FOR employees

Home and Community Care Support Services Champlain will provide training to all employees, volunteers and others who deal with the public on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures.

Training will be provided as soon as practicable after an individual assumes responsibilities related to the public and will include the following:

  • The purposes of the AODA and requirements of the Accessibility Standards for Customer Service
  • Information regarding Home and Community Care Support Services’ policies, practices and procedures relating to the customer service standards
  • How to interact and communicate with people with various types of disabilities
  • What to do if a person with a particular type of disability is having difficulty accessing your goods or services
  • How to interact with people with disabilities who use an assistive device, service animal or support person
  • How to use available equipment or assistive devices.

The amount and format of training will be tailored to suit each person’s interactions with the public or their involvement in the development of policies, procures and practices pertaining to the provision of goods and services.

Employees will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

FEEDBACK PROCESS

Feedback is welcomed as it encourages continuous service-improvements.

Feedback from a member of the public about the delivery of services to persons with disabilities may be given by phone, in writing, or email.

Feedback provided via email (aoda.projectmngr@hccontario.ca) will be received by Human Resources and addressed with the appropriate individual, team or department.

AVAILABILITY OF DOCUMENTS REQUIRED BY THE ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE (ONTARIO REGULATION 429/07)

Documents required by the Accessibility Standards for Customer Service are available upon request.

When providing a document to a person with a disability, Home and Community Care Support Services Champlain will work with the individual to determine options in order to provide the document or the information contained in the document in a format that takes the person’s disability into account.