Accessible Customer Service Policy
This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies DAC Group’s provision of services to the public.
When providing services to those with disabilities DAC Group shall follow the principles of dignity, independence, integration and equal opportunity.
- This policy applies to the provision of services by DAC Group.
- This policy applies to employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of DAC Group, including when the provision of services occurs off the premises of DAC Group.
- The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of services that take place at premises operated by DAC Group.
- This policy shall also apply to all persons who participate in the development of the DAC Group’s policies, practices and procedures governing the provision of services.
Assistive Device – is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.
Disability – the term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:
- any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
- a condition of mental impairment or a developmental disability;
- a learning disability, or dysfunction in one or more of the processes involved in
understanding or using symbols or spoken language;
- a mental disorder; or
- an injury or disability for which benefits were claimed or received under the insurance
plan established under the Workplace Safety and Insurance Act, 1997.
Guide Dog – is a highly-trained working dog that has been trained at one of the facilities
described in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility,
safety and increased independence for people who are blind.
Service Animal – as reflected in Ontario Regulation 429/07, an animal is a service animal for a
person with a disability if:
- it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
- if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
Support Person – as reflected in Ontario Regulation 429/07, a support person means, in relation
to a person with a disability, another person who accompanies him or her in order to help with
communication, mobility, personal care, medical needs or access to goods or services.
In accordance with the Accessibility Standards for Customer Service, Ontario Regulation
429/07, this policy addresses the following:
- The Provision of Goods and Services to Persons with Disabilities;
- The Use of Assistive Devices
- The Use of Guide Dogs, Service Animals and Service Dogs
- The Use of Support Persons
- Notice of Service Disruptions
- Customer Feedback
- Notice of Availability and Format of Required Documents
A. The Provision of Services to Persons with Disabilities
DAC Group will make every reasonable effort to ensure that its policies, practices
DAC Group will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:
- allowing customers with disabilities to do things in their own ways, at their own pace when accessing services as long as this does not present a safety risk;
- using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
- taking into account individual needs when providing services; and
- communicating in a manner that takes into account the customer’s disability.
B. Assistive Devices
Customer’s own assistive device(s):
Persons with disabilities may use their own assistive devices as required when accessing services provided by DAC Group.
In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access to DAC’s services. For example, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the customer.
C. Guide Dogs, Service Animals and Service Dogs
A customer with a disability who is accompanied by guide dog, service animal or service dog will be allowed access to DAC’s premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.
If a guide dog, service animal or service dog is excluded by law DAC Group will offer alternative methods to enable the person with a disability to access our services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).
Care and Control of the Animal:
The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.
If a health and safety concern presents itself for example in the form of a severe allergy to the animal, DAC Group will make all reasonable efforts to meet the needs of all affected individuals.
D. Support Persons
If a customer with a disability is accompanied by a support person, DAC Group will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.
In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.
E. Notice of Disruptions in Service
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of DAC Group. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access DAC Group’s services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.
Notifications will Include:
In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:
- facilities, premises or services that are disrupted or unavailable
- reason for the disruption
- anticipated duration
- a description of alternative services or options, if any
When disruptions occur DAC Group will provide notice by:
- posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the DAC Group website;
- contacting customers with appointments;
- verbally notifying customers when they are making a reservation or appointment; or
- by any other method that may be reasonable under the circumstances.
F. Feedback Process
DAC Group shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and members of the public upon request and notice of the process will be made available on our website [and in our premises?] Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request.
Members of the public who wish to provide feedback on the way DAC Group provides services to people with disabilities can send us an email via our website or call our Ontario office at 416492.3214. All feedback will be directed to the VP of Human Resources. Customers can expect to receive a response in 7 working days. Complaints will be addressed according to our organization’s regular complaint management procedures.
Customers or other members of the public that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
Training will be provided to:
- all employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of DAC Group; for example: salespersons, drivers, vendors, event operators, call centers and third party marketing agents; and,
- those who are involved in the development and approval of customer service policies, practices and procedures.
As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:
- A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
- A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
- Instructions on how to interact and communicate with people with various types of disabilities.
- Instructions on how to interact with people with disabilities who:
- use assistive devices;
- require the assistance of a guide dog, service dog or other service animal; or
- require the use of a support person.
- Instructions on how to use any equipment or devices that are available at our premises or that we provide that may help people with disabilities.
- Instructions on what to do if a person with a disability is having difficulty accessing our services.
- DAC Group’s policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.
DAC Group will provide training as soon as practicable. Training will be provided to new employees, volunteers, agents and/or contractor who deal with the public or act on our behalf during an employees orientation program.Revised training will be provided in the event of changes to legislation, procedures and/or practices.
Record of Training:
DAC Group keeps a record of training that includes the dates training was provided and the number of employees who attended the training.
Notice of Availability and Format of Documents
DAC Group shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer’s disability. Notification will be given by posting the information in a conspicuous place owned and operated by DAC Group, the DAC Group’s website and/or any other reasonable method.
If you have any questions or concerns about this policy or its related procedures please contact:
- DAC VP Human Resources: (416) 492 3214
- Inquiries can also be mailed to:
Attention: VP, Human Resources
1210 Sheppard Ave East
Toronto, Ontario, M2K 1E3
This policy and its related procedures will be reviewed as required in the event of legislative changes.