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Accessibility for Ontarians with Disabilities (AODA) Customer Service Policy

Overview

The goal of the Accessibility for Ontarians with Disabilities Act, 2005, is to make Ontario accessible to people with disabilities. The Accessibility Standards for Customer Service have been created to ensure that goods and services are accessible to all Ontarians and that persons with disabilities are treated with respect, dignity and equality.

Related Policy Statement

Imacan Management Centre Inc. (Canadian Management Centre) (“CMC”) is committed to excellence in serving all customers including people with disabilities and in keeping with its values and fundamental principles, shall make every effort to ensure that its policies, procedures and practices adhere to the guiding principles established in the Accessibility Standards for Customer Service.

A)  Assistive devices:

Canadian Management Centre recognizes that some customers with disabilities use assistive devices in order to access or benefit from our services. CMC will use its best efforts to accommodate all assistive devices of customers.

B)  Communication:

Canadian Management Centre is committed to communicating with people with disabilities in ways that take into consideration their disability.  Communications with individuals can be via e-mail, telephone or in person depending on the individual need. As technology continues to change and improve, we commit to investigating the best solutions for our customers.

C)  Service animals:

Canadian Management Centre welcomes individuals with disabilities and their service animals. Service animals are allowed in the parts of our premises that are open to the public, as well as the office areas if the need arises.

D)  Support persons:

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them.  The support person will not be charged fees when accompanying a person with a disability to a CMC program or event.

E)  Notice of temporary disruption:

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities (i.e. renovation of the accessible washroom, elevators out of service) Canadian Management Centre will notify customers promptly of such disruptions by email, or telephone, or face to face communication. A notice will also be posted if applicable, and will include information about the reason for the disruption, itsanticipated length of time, and a description of alternative facilities or services, if available.

D)  Training for staff:

Canadian Management Centre provides training to employees, contracted facilitators, and other third parties who have dealings with our customers.  This training will be provided to new employees, contracted facilitators, and other third parties during their orientation session.

This training document includes information on:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • CMC's Accessibility for Ontarians with Disabilities (AODA) Customer Service Policy
  • 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.
  • What to do if a person with a disability is having difficulty accessing CMC's services.

E)  Feedback process:

Customers who wish to provide feedback on the way CMC provides services to people with disabilities can email, call, or contact us in person. All feedback will be directed to our Customer Service Manager. Customers can expect to hear back within 5 business days.

F)  Modifications to this or other policies:

Any policy of Canadian Management Centre that does not respect and promote the dignity and independence of people with disabilities will be modified removed.

 



  • "  The material was very appropriate and in-line with my previous training. I really enjoyed the section on dealing with conflict and the self-evaluations.  "

  • "  The instructor was very energetic & dynamic. She provided excellent examples and skillfully directed the discussions. She also has a wonderful sense of humour.  "

    Francine Proirier
    Fisheries & Oceans Canada

  • "  The course offered a clear and concise approach to the presentation and support material - very focused.  "

  • "  Thank you so much. I walked away with more than I expected.  "

    Giulio Manni
    Atomic Energy of Canada Ltd.

  • "  I learned how to better apply my leadership skills and to improve my managerial skills  "

  • "  What I liked most about this course was the instructor because she made what can potentially be perceived as "fluffy" material very interesting by way of how she delivered the material. She used good examples and due to her vast experience in the field (and in delivering such courses, I'm sure) she was able to spontaneously come up with good suggestions as to how to handle specific situations the class questioned her on.  "

  • "  The course covered a vast range of topics. This was beneficial as it provided a good overview of product management.  "

  • "  The number of course participants allowed a direct interaction between the trainer and students. Also, the trainer used the structure of topics and challenging statements to wake the students up from their day-to-day work procedures.  "

  • "  Janelle was an excellent instructor and kept the class motivated which was wonderful - keeps you interested in the course and the time flew by! The course gave wonderful insight into why and how you can have a better working relationship with your boss.  "

  • "  The Instructor was great with real life experiences. The course offered good information and concepts that I can take home and use immediately.  "