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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.

F)  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.

G)  Emergency Response Plans:

CMC in conjunction with our Landlord GWL Realty Advisors, has extensive Fire and Emergency procedures in place that includes each suite and/or floor having their own Tenant Floor Warden Team.  Should a participant and/or facilitator make it known to our Customer Service team that they would require assistance in case of a Fire and or Emergency situation, CMC will create a specific emergency response plan that can be utilized during the duration of the individual’s time at CMC.

H)  Feedback process:

Customers who wish to request a copy of CMC’s Customer Service Standard documents, or to provide feedback on the way CMC provides services to people with disabilities can emailcall, 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. 

I)  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 or removed.

 



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