AODA Accessibility Standards for Customer Service

1.0 INTENT
This policy is intended to meet the requirements of Accessibility Standards for Customer
Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.

 

 

Definitions

• 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 coordination, 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.
• A condition of mental impairment or a developmental disability.
• A learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language.
• A mental disorder; or
• 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 Animal – as reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if:

• It is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
• If the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

• It is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability; or
• The person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.

 

 

In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:

1. The Provision of Goods and Services to Persons with Disabilities.
2. The Use of Assistive Devices.
3. The Use of Guide Dogs, Service Animals, and Service Dogs.
4. The Use of Support Persons.
5. Notice of Service Disruptions.
6. Customer Feedback.
7. Training.
8. Notice of Availability and Format of Required Documents.

 

Linear Transfer Automation Inc. will make every reasonable effort to ensure that its policies, practices, and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

• Ensuring that all customers receive the same value and quality.
• Allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services if this does not present a safety risk.
• Using alternative methods when possible, to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner.
• Considering individual needs when providing goods and services; and
• Communicating in a manner that considers the customer’s disability.

 

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Linear Transfer Automation Inc.

In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services. For example, open flames and oxygen tanks cannot be near one another. Therefore, the accommodation of a customer with an oxygen tank may involve ensuring the customer is in a location that would be considered safe for both the customer and business. Or, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the customer.

 

A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.

Food Service Areas

A customer with a disability that is accompanied by guide dog or service dog will be allowed access to food service areas that are open to the public unless otherwise excluded by law.
Other types of service animals are not permitted into food service areas due to the Health Protection and Promotion Act, Ontario Regulation 562 Section 60.

Exclusion Guidelines

If a guide dog, service animal or service dog is excluded by law (see applicable laws below) Linear Transfer Automation Inc. will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example, securing the animal in a safe location and offering the guidance of an associate).

 

 

The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, normally does not allow animals in places where food is manufactured, prepared, processed, handled, served, displayed, stored, sold, or offered for sale. It does allow guide dogs and service dogs to go into places where food is served, sold, or offered for sale. However, other types of service animals are not included in this exception.

 

 

Recognizing a Guide Dog, Service Dog and/or Service Animal:

If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, Linear Transfer Automation Inc. may request verification from the customer.

Verification may include:

• A letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability.
• A valid identification card signed by the Attorney General of Canada; or,
• A certificate of training from a recognized guide dog or service animal training school.

Care and Control of the Animal:

The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for always maintaining care and control of the animal.

Allergies

If a health and safety concern should present itself for example in the form of a severe allergy to the animal, Linear Transfer Automation Inc. will make all reasonable efforts to meet the needs of all individuals.

If a customer with a disability is accompanied by a support person, Linear Transfer Automation Inc. will ensure that both persons can enter the premises together and that the customer is not prevented from having access to the support person.

There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations, Linear Transfer Automation Inc. will make every reasonable attempt to resolve the issue.

In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.

Admission Fees

If payment is required by a support person for admission to the premises Linear Transfer Automation Inc. will ensure that notice is given in advance by posting notice of admission fees for support persons where Linear Transfer Automation Inc. fees are posted.

Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Linear Transfer Automation Inc. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use Linear Transfer Automation Inc.’s goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.