Policy - Accessible Customer Service - 20250108
100 John West Way
Aurora, Ontario
L4G 6J1
(905) 727-3123
aurora.ca
Town of Aurora
Policy
PMO & Business Transformation
Contact: Accessibility Advisor
Approval Authority: Council
Effective: October 11, 2012
Revised: January 8, 2025
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Accessible Customer Service
Purpose
Through the establishment of the Accessibility Standards for Customer Service policy
and supporting procedures and practices that respect the dignity and independence of
persons with disabilities, the Town of Aurora is reflecting its commitment to sound
governance, accountability and focus on service excellence in fulfilling its vision.
The Town of Aurora is committed to giving people with disabilities the same opportunity
to access Town goods and services and allowing them to benefit from the same
services, in the same place and in a similar way as other customers. To ensure support
for and compliance with the Accessibility for Ontarians with Disabilities Act, 2005, S.O.
2005, c. 11 (A.O.D.A.) and relevant regulations, the Town of Aurora will make reasonable
efforts to ensure that it provides accessible customer service to people with various
kinds of disabilities and respects the core principles of independence, dignity,
integration and equal opportunity, as defined herein.
Scope
All employees and elected officials.
Definitions
Assistive Device
An auxiliary aid including, but not limited to, communication aid, cognition aid, personal
mobility aid or medical aid (e.g., canes, crutches, wheelchairs, or hearing aids, etc.) to
access and benefit from the goods and services offered by the Town of Aurora.
Barrier
Anything that prevents a person with a disability from fully participating in all aspects of
society because of the disability. Barriers may include a physical, architectural or
attitudinal barrier as well as an information or communication barrier, techno logical
barrier, a policy, procedure or a practice.
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Disability
Any degree of physical disability including, but not limited to, diabetes, epilepsy, brain
injury, paralysis, amputation, lack of coordination, blindness or visual impediment,
deafness or hearing impediment, muteness or speech impediment, reliance on a gui de
dog, other service animal, wheelchair or other remedial appliance or device;
developmental disability; learning disability or dysfunction in understanding or using
symbols or spoken language; mental disorder; or injury for which benefits were claimed
or received under the Workplace Safety and Insurance Act, 1997, S.O. 1997, c. 16,
Sched. A.
Guide Dog or Service Animal
A “guide dog” means a guide dog as defined in section 1 of the Blind Persons' Rights
Act, R.S.O. 1990, c. B.7 . For the purpose of this policy, an animal is a service animal of a
person with a disability if it is readily apparent that the animal is used by the person for
reasons relating to their disability or the person provides a letter from a physician or
nurse confirming that the person requires the animal for reasons relating to the
disability.
Legislation
For the purpose of this policy, refers to the A.O.D.A. and the Integrated Accessibility
Standards, Ontario Regulation 191/11.
Support Person
In relation to a person with a disability, another person who accompanies them in order
to help with communication, mobility, personal care or medical needs in relation to
access of goods or services.
A support person may be a paid support worker, a volunteer, a friend or a family
member. The support person does not need to have special training or qualifications.
Policy
Principles
Dignity
Service is provided in a way that allows the person with a disability to maintain their
sense of self-respect and the respect of other people.
Equal Opportunity
Service is provided to a person with a disability in such a way that they have an
opportunity to access Town goods or services equal to that given to others without a
disability.
Independence
When a person with a disability has the freedom to do things on their own without
unnecessary help or interference from others.
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Integration
Service is provided in a way that allows the person with a disability to benefit from the
same services, in the same place and in the same or similar way as other customers,
unless an alternate measure is necessary to enable a person with a disability to a ccess
goods or services.
Accessible Customer Service
The Town of Aurora shall make reasonable efforts to ensure that its policies and
practices are consistent with the following principles by establishing a set of customer
service guidelines in support of this policy.
• The goods or services shall be provided in a manner that respects the dignity,
independence, integration and equal opportunity of persons with disabilities
• The provision of goods or services to persons with disabilities and others shall
be integrated unless an alternate measure is necessary, whether temporarily or
on a permanent basis, to enable a person with a disability to obtain, use or
benefit from the goods or services
• Persons with a disability shall be given an opportunity equal to that given to
others to obtain, use and benefit from the goods or services
Assistive Devices
The Town of Aurora permits a person with a disability to use and keep with them their
own personal assistive devices to obtain, use or benefit from the goods or services
offered by the Town of Aurora.
Where Town owned assistive devices are available, appropriate staff within the
applicable department will be knowledgeable of the presence of these devices and
trained in the use of the assistive devices. Staff will be available to assist with the Town
owned assistive devices if requested for use by an individual.
Communication
When acting on behalf of The Town of Aurora and communicating with a person with a
disability, do so in a respectful manner that takes into account the person’s disability.
Service Animals and Support Persons
The Town of Aurora shall permit a person with a disability, who requires to be
accompanied by a support person and / or service animal into all Town premises that
are owned or operated public facilities. Both persons (if applicable) are permitted to
enter the premises together and the person with a disability will have access to their
support person and / or service animal.
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A support person, when assisting or accompanying a person with a disability to obtain,
use or benefit from the Town’s goods and / or services, will be permitted to attend at no
charge where an admission fee is applicable.
The Town of Aurora shall permit a person with a disability to be accompanied by a
guide dog or other service animal into all Town of Aurora owned and operated public
facilities and will ensure that the person is permitted to keep the animal with them
unless the animal is otherwise excluded by law.
If the service animal is excluded by law from the facility, the Town of Aurora will ensure
that other measures are available to enable the person with a disability to obtain, use or
benefit from the Town of Aurora’s goods and services.
Notice of Temporary Disruption
Public Notice of Service Disruption, as amended, shall be provided when facilities or
services that people with disabilities and / or community members usually use to
access Town of Aurora’s goods or services are temporarily unavailable or if the goods
or service are expected in the near future to be temporarily unavailable, in whole or in
part.
The notice must include the following information:
• The reason for and information about the disruption
• Anticipated duration
• Description of alternative facilities or services, if available
• Contact information
Notice may be given by posting information in a conspicuous place on the premises, on
the Town’s website or any other such method as is reasonable under the
circumstances.
Training
The Town of Aurora shall ensure the following persons will or have received training
regarding the provision of its goods and services to persons with disabilities.
• Every person who deals with members of the public or other third parties on
behalf of the Town, whether the person does so as an employee, agent, volunteer
or otherwise
• Every person who participates in developing the Town’s policies, practices and
procedures governing the provision of goods or services to members of the
public or other third parties
The training shall include but is not limited to the following:
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a) Review of the purpose of the A.O.D.A. and requirements of the Integrated
Accessibility Standards, Ontario Regulation 191/11
b) Instruction on how to interact and communicate with people with various types
of disabilities
c) Instruction on how to interact with persons with disabilities who use assistive
devices or require the assistance of a guide dog, other service animal or support
person
d) Instruction on how to use equipment or devices available at Town premises or
that are otherwise provided by the Town, that may assist persons with disabilities
access Town services, such as TTY telephones, assistive software, elevators,
lifts, accessible interactive kiosks, listening devices such as FM systems or other
technology
e) Instruction on what to do if a person with a disability is having difficulty
accessing the Town of Aurora’s services
Training shall be provided to each person as soon as practicable and training records
shall be maintained as appropriate to ensure compliance with the legislation.
Training shall be provided on an ongoing basis in connection with changes to the policy
and supporting procedures and practices governing the provision of goods or services
to a person with a disability.
Departments utilizing the services of volunteers or other third parties are responsible for
ensuring they have received training according to the legislation and for maintaining
training records unless the services are secured through Purchasing and / or Office
Services.
Third parties or contractors upon award of an RFP or tender process must verify training
has been received and provide the Town the appropriate documents as it relates to the
legislation prior to commencement of work. (The Town of Aurora may provide guidan ce
as to where training can be obtained).
Feedback
The Town of Aurora has a process for receiving and responding to feedback regarding
accessibility and the manner in which the Town provides goods or services to persons
with disabilities and shall make information about the process readily available to the
public.
The feedback process shall permit persons to provide feedback in person, by telephone,
in writing, by email, online, or by other method if applicable / available.
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Notice of Availability of Documents
The Town shall provide notice that upon request the Town will provide a copy of this
policy and supporting procedures and practices required under the Integrated
Accessibility Standards, Ontario Regulation 191/11 to any person.
Format of Documents
Should the Town be required to provide a person with a disability with a document, or
information contained in the document, the Town will give the person (by request) the
document or information contained in the document, in a timely manner, in a format
that takes into account the person’s disability.
If the document is required in a different format, staff will discuss what options are
available to the individual and then agree upon the format the Town will provide.
Requests for documents in an alternative format should be sent to the Town of Aurora
Accessibility Advisor.
Exclusions
This policy shall not apply during any period where an emergency has been declared by
the head of Aurora Town Council. The Town will strive to maintain accessibility
whenever feasible and appropriate.
Responsibilities
All Staff
• Comply with all aspects of the policy
• Demonstrate behaviours that are consistent with the policy
• Participate fully in training as it relates to this policy
• When aware of areas of non-compliance ensure a supervisor or manager is
notified
Management
• Educate employees and ensure compliance with all aspects of the policy
• Demonstrate behaviours that are consistent with the policy
• Provide support and guidance to staff members in fulfilling the policy
• Ensure all staff are trained according to the requirements of the A.O.D.A.
legislation
• When aware of areas of non-compliance ensure appropriate action is taken
• Complete and file the accessibility report as required by the legislation
Monitoring and Maintenance
CAO / directors / managers / supervisors and employees should work collaboratively to
resolve issues related to this policy. Any employee found to be disrespecting the terms
of this policy other than under exceptional circumstances, emergencies or operatio nal
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requirement is subject to an investigation and discipline deemed appropriate by their
immediate supervisor, Human Resources, the Town Clerk and / or CAO.
This policy will be reviewed two years from its effective or revision date, in accordance
with the Town of Aurora’s policy maintenance schedule .
References
• Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c. 11
• Blind Persons' Rights Act, R.S.O. 1990, c. B.7
• Integrated Accessibility Standards, Ontario Regulation 191/11
• Workplace Safety and Insurance Act, 1997, S.O. 1997, c. 16, Sched. A
• Notice of Disruption Template