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Kortright Centre
9550 Pine Valley Drive
Woodbridge, Ontario L4L 1A6

Accessibility Standards for Customer Service Policy

Accessibility Standards for Customer Service Policy


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.


TRCA shall use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles;


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.


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.


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.

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