POLICY - Accessible Customer Service - 20121011100 John West Way
Aurora, Ontario
L4G 6J1
(905) 727-3123
aurora.ca
Town of Aurora
Accessible Customer Service
Access Aurora
Contact: Accessibility Advisor, Access Aurora
Approval Authority: Council
Effective: October 11, 2012
______________________________________________________________________________________
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 (AODA) 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
Taken from the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
Assistive Device
An auxiliary aid such as communication aid, cognition aid, personal mobility aid and
medical aid (i.e., 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, technological
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 guide
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 rece ived under the Workplace Safety and Insurance Act, 1997.
Guide Dog or Service Animal
A “guide dog” means a guide dog as defined in section 1 of the Blind Persons’ Rights
Act. For the purpose of this policy, an animal is a service animal of a person with a
disability if:
a) It is readily apparent that the animal is used by the person for reasons relating to
their disability; or
b) 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 Accessibility for Ontarians Disability Act
(AODA) and Ontario Regulation 429/07, Accessibility Standards for Customer Service.
Support Person
In relation to a person with a disability, another person who accompanies him or her 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.
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 access
goods or services.
Policy
Accessible Customer Service: The Town of Aurora shall make reasonable efforts to
ensure that its policies, procedures and practices as amended from time to time are
consistent with the following principles by establishing a set of Customer Service
Guidelines in support of this policy.
a) The goods or services shall be provided in a manner that respects the dignity,
independence, integration and equal opportunity of persons with disabilities.
b) 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.
c) 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 him or her
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 from time to time, 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:
a) The reason for and information about the disruption
b) Anticipated duration
c) Description of alternative facilities or services, if available
d) 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 Accessibility for Ontarians with Disabilities
Act, 2005 (AODA) and requirements of Ontario Regulation 429/07
Accessibility Standards for Customer Service;
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; and
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 guidance
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, on disk or by other method if applicable/available.
Notice of Availability of Documents
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The Town shall provide notice that upon request the Town will provide a copy of this
policy and supporting procedures and practices required under Ontario Regulation
429/07, Accessibility Standards for Customer Service 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 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 Council.
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 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 AODA
legislation.
• When aware of areas of non-compliance ensure appropriate action is taken.
• Complete and file the annual accessibility report as required by the legislation.
Monitoring and Compliance
In accordance with the Town of Aurora policies, collective agreement and applicable
legislation and policies any non-compliance with this policy will result in an
investigation. Any employee found to be disrespecting the terms of this policy other
than under exceptional circum stances, emergencies or operational requirement is
subject to possible discipline up to and including termination. CAO / Director /
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Managers / supervisors and employees should work collaboratively to resolve issues
related to this policy. Employees can escalate issues to Human Resources where
difficulties continue.
References
• Accessibility Standards for Customer Service, Ontario Regulation 429/07
• Compliance Manual: Accessibility Standards for Customer Service, Ontario
Regulation 429/07
• Accessibility for Ontarians with Disabilities Act 2005 (AODA).
• Blind Persons’ Rights Act.
• Workplace Safety and Insurance Act, 1997.
• Notice of Disruption Template
Review Timeline
This policy will be reviewed 2 years after the initial approval date.