This policy is designed to meet the customer service standards outlined in the Integrated Accessibility Standards Regulation under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). It pertains to the provision of goods and services to the public or third parties and emphasizes the principles of dignity, independence, integration, and equal opportunity.
Definitions
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Assistive Device:
- Technical aids, communication devices, or other instruments are used to maintain or improve the functional abilities of people with disabilities.
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Disability:
- As defined by AODA and the Ontario Human Rights Code, including physical disability, mental impairment, developmental disability, learning disability, dysfunction in processes involved in understanding or using symbols or spoken language, mental disorder, or injury or disability claimed under the Workplace Safety and Insurance Act, 1997.
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Guide Dog:
- Highly trained working dogs provide mobility, safety, and independence for people who are blind.
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Service Animal:
- An animal used by a person with a disability, identifiable by visual indicators or documented by a regulated health professional.
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Support Person:
- Accompanies a person with a disability to assist with communication, mobility, personal care, medical needs, or access to goods and services.
Guidelines
Provision of Goods and Services
Ontaricare Health Services (OHS) is committed to ensuring its policies, practices, and procedures align with dignity, independence, integration, and equal opportunity for all customers with disabilities. This includes providing the same value and quality to all customers, allowing different ways and paces of accessing services, using alternative methods for accessibility, considering individual needs, and communicating in a manner that accommodates disabilities.
Use of Assistive Devices
Customers with disabilities are encouraged to use their own assistive devices. OHS will take reasonable measures to ensure safety and accessibility. Guide dogs and service animals are allowed access to public areas, and accommodations will be made for individuals with assistive devices, considering safety concerns.
Support Persons
OHS ensures that customers with disabilities and their support persons can enter the premises together. Efforts will be made to resolve issues related to seating and availability. Support persons accompanying individuals with disabilities will not be charged admission fees.
Notice of Disruptions in Service
In the event of temporary disruptions to facilities or services, OHS will make reasonable efforts to provide advance notice. The notice will include information on disrupted services, reasons, anticipated duration, and alternative options.
Customer Feedback
OHS welcomes feedback on its services for customers with disabilities. The feedback process is accessible and includes options for submission in various formats. Acknowledgment and actions based on feedback will be provided.
Training
Training on AODA and customer service standards will be provided to employees, volunteers, and others representing OHS. The training covers the purpose of AODA, customer service standards, interacting with people with disabilities, using assistive devices, handling guide dogs and service animals, dealing with support persons, using available equipment, and responding to difficulties accessing services.
Notice of Document Availability
OHS will notify customers that documents related to customer service standards are available upon request in accessible formats. This information will be posted on OHS premises, on its website, and communicated through reasonable methods.
Administration
For questions or concerns about this policy, contact Human Resources. The policy will be reviewed as required due to legislative changes or company procedures.