Accessible Customer Service Policy

Purpose

The purpose of this policy is intended to meet the requirements of the AODA, 2005 and all related provisions relative to the Accessibility Standard for Customer Services in order to ensure that persons with disabilities are provided equal opportunities to use and benefit from the goods and services that are provided by the Corporation of the Township of Algonquin Highlands.

This Policy has been developed in accordance with the Accessibility Standards for Customer Services (O.Reg. 165/16) and addresses the following:

The provision of goods and services to persons with disabilities;
The use of assistive devices by persons with disabilities;
The use of service animals by persons with disabilities;
The use of support persons by persons with disabilities;
Notice of temporary disruptions in services and facilities;
Employer Training on the AODA and related corporate policies;
Communication to persons with disabilities;
Customer service feedback regarding the provision of goods and services to persons with disabilities, and
Notice of availability and format of documents.

Policy/Committment Statement:

The Corporation of the Township of Algoqnuin Highlands is committed to providing quality goods and serivces that are accessible to all persons by elimination barriers and providing accessible, quality customer service. The Corporation of the Township of Algonquin Highlands will strive to provide its goods and services in a manner that respects the dignity, independence, and integration of each individual.

Application:

This policy applies to every person who deals with members of the public or other third parties on behalf of the Township of Algonquin Highlands, whether the person does so as an employee, member of Council, committee member, agent, volunteer, contracted service staff, or otherwise; and every person who participates in developing the Township's policies, practices and procedures governing the provision of goods or services to members of the public or other third parties.

Definitions:

“Assistive Device” means any auxiliary tool, aid, technology or other mechanism that enables a person with a disability to do everyday tasks and activities such as moving, communicating or lifting; assist in accessing goods or services and helps the person to maintain their independence. Examples include but are not limited to, communication aids, cognition aids, personal mobility aids, and medical aids.

“Customer” means both external and internal customers. External customers relate to residents of the Township, business owners, community groups and organizations, visitors to the Township, volunteers, vendors, other third parties, and other levels of government. Internal customers include Township employees, agents and Council.

“Disability” As per the Human Rights Code, means

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 a 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” means a guide dog as defined in section 1 of the Blind Persons’ Rights Act.

“Service Animal” As reflected in O. Reg. 165/16 an animal is a service animal for a person with a disability, means:

if it is readily apparent that the animal is used by the person for reasons relating to his or her disability as a result of visual indicators such as the vest or harness worn by the animal; or

if the person provides documentation from one of the following regulated health professionals confirming that the person requires the animal relating to the disability:

A member of the College of Audiologists and Speech-Language Pathologists of Ontario;
A member of the College of Chiropractors of Ontario;
A member of the College of Nurses of Ontario;
A member of the College of Occupational Therapists of Ontario;
A member of the College of Optometrists of Ontario;
A member of the College of Physicians and Surgeons of Ontario
A member of the College of Physiotherapists of Ontario;
A member of the College of Psychologists of Ontario; and
A member of the College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario. O. Reg. 165/16, s. 16.

“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 or medical needs or with access to goods, services or facilities.

“Township” means, The Corporation of the Township of Algonquin Highlands.

General Principals:

Provision of Goods and Services to Persons with Disabilities

The Township will use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles:

The Township's goods and services are provided in a manner that respects the dignity and independence of all persons with disabilities;
The provision of the Township's goods and services to persons with disabilities are integrated with those provided to persons who do not have disabilities, unless an alternative measure is necessary to enable a person with a disability to obtain, use or benefit from the Township's goods, services or facilities; and
Persons with disabilities are given an opportunity equal to that given to others, to obtain, use or benefit from the goods, services or facilities provided by and on behalf of the Township.

Communication with Persons with Disabilities

The Township will communicate with people with disabilities in a timely manner that takes into account their disability.

Assistive Devices

The Township is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods, services or facilities.
The Township will make reasonable efforts to ensure that any person with a disability my utilize his or her own assistive device, unless prohibited by law, for the purpose of obtaining, using and benefiting from the Township's goods, services, and facilities. The Township may offer reasonable alternatives to assist a person with a disability in obtaining, using and benefiting from the Township's goods, services, and facilities.
It is the responsibility of the person with a disability to ensure that his or her assistive device is operated with the consideration for the health and safety of themselves and others.

Service Animals

The Township is committed to welcoming people with disabilities who are accompanied by a guide dog, or other service animal, in areas open to the public, unless the animal is excluded by another law.
If the guide dog or other service animal is excluded by law, the Township will ensure that alternate means are available to enable the person with a disability to obtain, use or benefit from the Township's goods, services and facilities.
A customer that is accompanied by a guide dog or other service animal shall be considerate of the health and safety of themselves and others.
If it is not readily apparent that the animal is a service animal, the Township may ask the customer for documentation from a regulated health professional confirming that the person requires the animal for reasons relating to his or her disability.

Support Persons

The Township is committed to welcoming people with disabilities who are accompanied by a support person.

Any person with a disability who is accompanied by a support person will be allowed to enter any premises owned or operated by the Township with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on any premises owned or operated by the Township.
he Township may require a person with a disability to be accompanied by a support person while on a premises owned or operated by the Township, but only if, after consulting with the person with the disability and considering the available evidence determines that:
1. the support person is necessary to protect the health or safety of the person with a disability or the health and safety of others on the premises; and
2. there is no other reasonable way to protect the health and safety of the person with a disability and the health or safety of others on the premises.
Where admission fees are charged, the Township will provide notice ahead of time on what admission, if any, would be charged for a support person of a person with a disability.
If the Township requires a person with a disability to be accompanied by a support person when on a premises owned or operated by the Township, the Township shall waive payment of the amount, if any, payable in respect to the support person.

Notice of Temporary Disruption of Services and Facilities

The Township will make reasonable effort to provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities.
This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. Additional information such as a contact person or time with which the notice will be updated may also be included where reasonable.
When a temporary disruption occurs to the Township's services or facilities, the Township will provide notice by posting the information in visible places, or on the Township's website, or by any other method that may be reasonable under the circumstances, as soon as reasonably possible.

Training

The Township will ensure that accessible customer will be provided to whom this policy applies. The amount and format of training given will be tailored to suit each person's level of interaction with customers.
Training will include the following:
1. a review of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Accessibility Standards for Customer Service (Ontario Regulation 165/16);
2. instruction on the following matters:
  1. the Township's policies, procedures and practices pertaining to the provision of goods, services or facilities to persons with disabilities;
  2. how to interact and communicate with people with various types of disabilities;
  3. how to interact with persons with disabilities who use an assistive device or require the assistance of a guide dog or other service animal or the assistance of a support person;
  4. how to use equipment or devices available on the Township's premises or otherwise provided by Township that may help with the provision of goods, services or facility to a person with a disability; and
  5. what to do if a person with a particular type of disability is having difficulty accessing the Township's goods, services or facilities.
Training will be provided as soon as possible to whom this policy applies. Training will be provided on an ongoing basis, as changes occur to the Township's Customer Service Policy, other policies, procedures and practices governing the provision of goods or services to persons with disabilities.
The Township will keep records of the training, including the dates on which training is provided and number of individuals to whom it is provided. The names of individuals trained will be recorded for training administration purposes, subject to the Municipal Freedom of Information and Protection of Privacy Act.

Customer Feedback Process

The ultimate goal of the Township is to meet and surpass customer service expectations while serving people with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way the Township provides goods and services to people with disabilities can be made in person, by telephone, regular mail, facsimile, email, or by completing and submitting a Customer Feedback Form which is available through staff or via the Township’s website. Alternative formats and communication supports will be provided or arranged on request.
Customer Feedback Forms will be directed to the Chief Administrative Officer, Clerk and the appropriate Department Head, from the appropriate department identified.
The appropriate member of the Management team will contact the individual who submitted the Customer Feedback form to discuss the concern and attempt to resolve the concern.
Individuals that wish to submit feedback, or a complaint, and does not wish to, or is not able to, complete a Customer Feedback form may dictate their comments to a member of staff. The member of staff who receives the comments will complete the Customer Feedback Form and submit it to the appropriate members of staff.
Information about the feedback process will be readily available to the public and notice of the process will be posted on the Township's website and/or in other appropriate locations.

Notice of Availability of Documents and Alternate Formats

The Township of Algonquin Highlands is committed to giving people with disabilities the opportunity to access all documents required by the Accessibility for Ontarians with Disabilities, upon request, subject to the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA). These documents include the Township's Accessible Customer Service Policy, procedures and policies, notices of temporary disruptions, training records, and written feedback process.
Upon request the Township will make reasonable efforts to provide, or arrange, for the provision of accessible formats or communication supports for persons with disabilities in a timely manner that takes into account the person’s accessible needs due to disability and at a cost no more than the regular cost charged to other persons. The Township will consult with the person making the request in determining the suitability of an accessible format or communication support.
Notice of the availability of all documents required by the Accessibility Standards for Customer Service will be posted on the Township’s website and made available by contacting the Clerk’s Department.