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Accessibility Standards for Customer Service Policy
Accessibility Standards for Customer Service Policy
Rationale
The purpose of this Customer Service Standards Policy is to fulfill the requirements set out in Regulation 429/07, the Accessibility for Ontarians with Disabilities Act, to establish a policy for Toronto and Region Conservation Authority (TRCA) for governing the provision of its goods or services to persons with disabilities.
Policy
TRCA shall use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles;
- The goods or services will be provided in a manner that respects the dignity and independence of persons with disabilities.
- The provision of goods or services to persons with disabilities, and others will 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 disabilities will be given an opportunity equal to that given to others to obtain, use and benefit from the goods or services.
- Persons with disabilities may use assistive devices and/or support persons in the access of goods and services.
- TRCA employees when communicating with a person with a disability shall do so in a manner that takes into account the person's disability.
Application
This policy shall apply to every person who deals with members of the public or other third parties on behalf of TRCA, whether the person does so as an employee, agent, volunteer or otherwise.
Definitions
Disabilities - (a) 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,
(b) a condition of mental impairment or a developmental disability,
(c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
(d) a mental disorder, or
(e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997;
Service Animals - Any animal individually trained to do work or perform tasks for the benefit of a person with a disability.
Support Person - Any person whether a paid professional, volunteer, family member or friend that accompanies a person with a disability in order to help with communications, personal care of medical needs or with access to goods or services.
Documentation
TRCA shall, upon request, supply a copy of the policy, practices and procedures required under the Ontario Regulation 429/07 ? Accessibility Standards for Customer Service to any person.
