This policy is intended to meet the requirements of Ontario Regulations 191/11, under the Accessibility for Ontarians with Disabilities Act, 2016 and to ensure that our policies, practices and procedures for the provision of services are consistent with the principles outlined in the Integrated Accessibility Standards.

Our Commitment

CivicAction is committed to eliminating barriers and improving accessibility for persons with disabilities and to providing services in a way that respects the dignity and independence of people with disabilities. People with disabilities will be given the same opportunity to access and benefit from our services, in a similar way as other customers.

Communication

When communicating with a person who has a disability, we will communicate in a manner that takes into account the person's disability.

We will train employees who communicate with customers on how to interact and communicate with people with various types of disabilities.

Telephone Services

We are committed to providing fully accessible telephone services to our customers. We will train employees to communicate with customers over the telephone in clear and plain language.

Assistive Devices, Service Animals, and Support Persons.

We are committed to serving persons with disabilities who use assistive devices, service animals, and support persons to obtain, use or benefit from our goods and services. We will ensure that our employees are trained and familiar with various assistive devices that may be used by customers with disabilities, or require the assistance of a guide dog or other service animal or the assistance of a support person while accessing our goods or services.

Training

We are committed to training staff and volunteers in Ontario’s accessibility laws and aspects of the Ontario Human Rights Code that relate to persons with disabilities.

We will provide training to all employees, volunteers and others who deal with the public or other third parties on behalf of CivicAction, to all individuals who are involved in the development and approval of the customer service policies, practices and procedures, and to all other persons who provide services on behalf of the organization.

Training must be completed during the employee orientation process.

Training will include:

  • A review of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Integrated Accessibility Standards.
  • How to interact and communicate with people with various types of disabilities.
  • 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.
  • How to use equipment or devices available on the provider’s premises or otherwise provided by the provider that may help with the provision of goods, services or facilities to a person with a disability.
  • What to do if a person with a disability is having difficulty in accessing our goods and services.

Training records will be kept, including the dates when the training is delivered the number of employees to whom the training was provided and their names.

CivicAction will provide training on an ongoing basis in respect of any changes to this policy.

Feedback Process

CivicAction welcomes any comments on the services provided to people with disabilities.

Feedback regarding the way CivicAction provides services to people with disabilities can be made by sending an e-mail to info@civicaction.ca or by speaking directly with a service representative. All feedback will be directed to the Program Manager. We will make all reasonable efforts to address concerns or complaints immediately.

Modifications to This or Other Policies

We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore no change will be made to this policy before considering the impact on people with disabilities. Any policy of CivicAction that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Questions About This Policy

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, please contact our Chief of Staff to the CEO, laura.hache@civicaction.ca who will escalate your question or concern accordingly.