This policy is intended to meet the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of services to the public or other third parties.
All services provided by tbk shall follow the principles of dignity, independence, integration and equal opportunity.
Assistive Device – Is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that may accompany clients or staff members such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.
Disability – The term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:
Guide Dog – Is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and increased independence for people who are blind.
Service Animal – As reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if:
Service Dog – As reflected in Health Protection and Promotion Act, Ontario Regulation 562, a dog other than a guide dog for the blind is a service dog if:
Support Person – As reflected in Ontario Regulation 429/07, a support person means, in relation to a person with a disability, another person who accompanies the person in order to help with communication, mobility, personal care, medical needs or access to goods and services.
In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:
A. The Provision of Goods and Services to Persons with Disabilities
B. The Use of Assistive Devices
C. The Use of Guide Dogs, Service Animals and Service Dogs
D. The Use of Support Persons
E. Notice of Service Disruptions
F. Client Feedback
H. Notice of Availability and Format of Required Documents
tbk 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:
Client’s Own Assistive Device(s)
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by tbk.
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 client with an oxygen tank may involve ensuring the client is in a location that would be considered safe for both the client and tbk. 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 client.
Both inside and outside of the lens of the AODA, tbk is a dog-friendly company. Especially so, a client with a disability who is accompanied by a guide dog, service animal or service dog is allowed access to premises that are open to the client.
Food Service Areas
A client with a disability that is accompanied by a guide dog or service dog will be allowed access to food service areas that are open to clients 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.
If a guide dog, service animal or service dog is excluded by law (see applicable laws below), tbk will offer alternative methods to enable the person with a disability to access services (e.g., conducting meetings via telephone or webinar technology, comfortably securing the animal in a safe location and offering accommodative guidance from a tbk staff member, etc.).
Dog Owners’ Liability Act, Ontario: If there is a conflict between a provision of the Act or of a regulation under this or any other Act relating to banned breeds and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds will prevail.
Care and Control of the Animal
The client that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all times.
If a health and safety concern presents itself, for example in the form of a severe allergy to the animal, tbk will make all reasonable efforts to meet the needs of all individuals involved.
If a client with a disability is accompanied by a support person, tbk will ensure that both persons are allowed to enter the premises together and that the client is not prevented from having access to the support person.
There may be times where seating and availability prevent the client and support person from sitting beside each other. In these situations, tbk will make every reasonable attempt to resolve the issue.
By the client electing to have a support person present they provide tbk permission to discuss or share (e.g., via print or digital means) confidential information as it pertains to services that tbk is providing the client in the presence of the support person.
If payment is required by a support person for admission to the premises (e.g., an educational workshop with an associated registration fee or an online account), tbk will ensure that notice is given in advance to the client.
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of tbk. In the event of any temporary disruptions to facilities or services that clients with disabilities rely on to access or use tbk’s services, reasonable efforts will be made to provide advanced notice. In some circumstances, such as in the situation of unplanned temporary disruptions, advanced notice may not be possible.
In the event that a notification needs to be posted, the following information will be included unless it is not readily available or known:
If disruptions occur, tbk will provide notice by:
tbk shall provide new clients with the opportunity to provide feedback on the services provided to clients with disabilities. Feedback forms along with alternate methods of providing feedback such as verbally (i.e., in person or by telephone) or written (had written or digitally) will be available upon request.
Clients can submit feedback to tbk care of its AODA Compliance Officer to:
By phone: 1.888.515.4825
By email: [email protected]
By Canada Post or in Person:
c/o AODA Compliance Officer
562 Wellington Street
Clients who wish to provide feedback by completing an on-site client feedback form or verbally can do so to any management staff member.
Clients who provide formal feedback will receive acknowledgment of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
Training will be provided to (or confirmed with):
As reflected in Customer Service, Ontario Regulation 429/07, regardless of the format, training will cover the following:
Instructions on how to interact with people with disabilities who:
All current team members who interact with the public have received training required pursuant to the Customer Service Standard of the AODA. Training will be provided to new team members, interns, agents and/or contractors who deal with the public or act on tbk’s behalf. Revised training will be provided in the event of changes to legislation, procedures and/or practices.
Record of Training
tbk will keep a record of trainings that includes the dates training occurred, to whom and the subject covered.
tbk shall notify clients that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the client’s disability.
If you have any questions or concerns about this policy or its related procedures please contact tbk’s AODA Compliance Officer:
By phone: 1.888.515.4825 (please request tbk’s AODA Compliance Officer when calling in)
By email: [email protected]
By Canada Post or in Person:
c/o AODA Compliance Officer
562 Wellington St.
This policy and its related procedures will be reviewed as required in the event of legislative changes, or changes to company procedures.