Purpose statement
This procedure addresses the Accessible Customer Service Standards requirements of Ontario Regulation 191/11 for the Integrated Accessibility Standards Regulation under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).
Scope
This procedure applies to municipal goods, services and facilities provided by Town Council and Town employees as well as by volunteers, agents, contractors (personnel) or any individual representing or performing any function on behalf of the Town.
The requirements set out in this procedure are being implemented by the Town in accordance with the standards and timelines established in the AODA.
Procedures
Assistive devices
Individuals may use their assistive devices as required to access Town goods, services and facilities unless otherwise prohibited due to health and safety or privacy issues. In such cases, other measures will be used to ensure the individual can access Town goods, services or facilities.
Where assistive devices are available in Town facilities, staff will be trained on how to use them.
Service animals
Guide dogs and other service animals may be used in all Town areas/premises that are open to the public unless otherwise prohibited by law.
If a service animal is excluded from the premises by law, Town staff will inform the individual of the reasons why and discuss alternative methods for the person to access Town goods, services and facilities. When Town employees cannot easily identify that an animal is a service animal, they may ask the person to provide documentation (template, letter or form) from a regulated health professional confirming the person needs the service animal for reasons relating to their disability.
Support persons
People with disabilities can access their support person when using goods, services and facilities provided by the Town.
Where admission fees for the support person are applicable, advance notice of the fee will be made available.
The Town may require a person with a disability to be accompanied by a support person to protect the health and safety of that person or of others on the premises. This will only occur after consultation with the person with a disability and when it is the only way to allow the person with a disability to access the Town’s goods, services and facilities. If the Town determines that a support person is required, the Town will waive any fee or fare for the support person.
Training
Training will be provided to all Town employees, volunteers, anyone who provides goods, services or facilities on behalf of the Town and anyone involved in developing Town policies and procedures. Training will be appropriate to the duties of employees, volunteers and other persons and include:
- The purpose of the AODA and the requirements of the Customer Service Standards
- The Town’s procedure on providing accessible customer service
- The Ontario Human Rights Code, where it relates to people with disabilities
- How to interact and communicate with people with various types of disabilities
- How to interact with people who use an assistive device or require the assistance of a service animal or a support person
- How to use Town equipment or assistive devices available to help provide goods, services or facilities to people with disabilities (e.g. screen readers, wheelchairs, pool lifts, sound amplifiers etc.)
- What to do if a person with a disability is having difficulty accessing Town goods, services and facilities.
The Town shall keep records of training in accordance with Ontario Regulation 191/11.
Service disruption notification
In the event of a service disruption at any Town facility, service, program or system, notice shall be provided on the Town website and posted at the location, where possible. There is a designated web page on the Town’s website for service disruptions. Service disruptions are also communicated through an email mailing list and social media.
The notice shall provide the reason for the disruption, its anticipated duration and a description of alternative facilities, services, programs or systems that may be available.
Feedback process
The Town will maintain a process for receiving and responding to feedback on how the Town provides goods, services and facilities to people with disabilities. The Town will ensure the process is accessible by providing or arranging for accessible formats and communication supports, upon request.
Receipt of feedback through email or conventional mail shall be acknowledged by the end of the next business day and answered within 15 business days. If the Town requires additional time, the estimated date for response will be provided to the submitter. Feedback collected through social media or surveys are received but not necessarily responded to.
Notice of availability of documents
The Town will notify the public that documents related to accessible customer service are available in an accessible format or with communication support, upon request. Notice will be posted on the Town’s website.
Definitions
For the purpose of this procedure, definitions of assistive device, barriers, disabilities, service animal and support person are the same as those in the AODA and IASR.
Responsibilities
Clerk's department and Communications and Customer Experience are responsible for:
- Administration of and ensuring compliance with this procedure
- Maintaining the process for receiving and responding to feedback on how the Town provides goods, services and facilities to people with disabilities
Human Resources is responsible for:
- Providing accessibility training in accordance with the AODA and relevant policies and procedures
All departments are responsible for:
- Ensuring the Accessible Customer Service Standard procedure is followed
- Providing or arranging for accessible documents and communication supports upon request
- Tracking accessibility requests
- Providing information about service disruptions that will be posted on the Town’s website and social media tools as required
- Budgeting for accessibility requirements
- Communicating and coordinating, when applicable, with a person with a disability regarding the use of a support person or service animal
- Ensuring service counters are accessible and accommodate the needs of a range of public and employee users
User (person with a disability) is responsible for:
- Supervising and keeping service animals in control when used to access the Town’s goods, services and facilities
- Providing documentation confirming the service animal is required for reasons related to the individual’s disability, if requested