accessible customer service plan

Providing Goods and Services to People with Disabilities

We are committed to excellence in serving all customers, including people with disabilities.

Assistive Devices

We will ensure that our employees are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.


We will communicate with people with disabilities in ways that take into account their disability. Upon request, we will arrange for an alternative accessible communication format for receiving and responding to customer/employee feedback.

Service Animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

Support Persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. It may be necessary for support persons to provide documentation for customer privacy purposes.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, we will notify customers promptly. The clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if they are available. The notice will be placed on our website at

Training for Staff

We will provide training to all our employees and volunteers within 3 months of hire.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Our plan related to the customer service standard
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • How to use any special equipment or devices at their location
  • What to do if a person with a disability is having difficulty accessing our goods and services.

Employees will also be trained when changes are made to our plan.

Feedback Process

Customers who wish to provide feedback on the way we provide goods and services to people with disabilities can provide it in the following methods:

Toll Free: 1-888-378-7262
Fax: 1-888-545-9370
By mail: Ombudsman, 27 Allstate Parkway, Suite 100, Markham, ON L3R 5P8
Verbally to any Manager

All feedback will be directed to the Ombudsman office. Customers can expect to hear back in two business days.

Complaints will be addressed according to our organization's regular complaint management procedures.

Company Policies

All policies will respect and promote the dignity and independence of people with disabilities.