Accessibility

Accessibility

Accessibility for Ontarians with Disabilities (AODA): Customer Service and Human Rights

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 services to the public or other third parties.

All services provided by tbk shall follow the principles of dignity, independence, integration and equal opportunity.

Definitions

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 team 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:

• 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 co-ordination, 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.

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:

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

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:

• 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 accompanying that the person requires a service dog.

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.

Guidelines

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

G. Training

H. Notice of Availability and Format of Required Documents

A. The Provision of Services to Persons with Disabilities

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:

• Ensuring that all clients receive comparable value and quality;
• Using alternative methods when reasonable to ensure that clients with disabilities have access to the same services, in the same place and in a similar manner;
• Taking into account individual needs when providing goods and services; and
• Communicating in a manner that takes into account the client’s disability.

B. The Use of Assistive Devices

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 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 client.

C. The Use of Guide Dogs, Service Animals and Service Dogs

Notwithstanding 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 public unless otherwise excluded by law. If a “No pet” policy were to exist at tbk, it wouldn’t apply to guide dogs, service animals and/or service dogs.

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 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), tbk will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example, comfortably securing the animal in a safe location and offering guidance from a team member).

Applicable Laws

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.

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

If it is not readily apparent that the animal is being used by the client for reasons relating to his or her disability, tbk may request verification from the client.

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 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.

Allergies

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.

D. The Use of Support Persons

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.

In situations where confidential information might be discussed, if reasonable circumstances exist, consent will be obtained from the client regarding if their support should also receive such confidential information.

Admission Fees

If payment is required by a support person for admission to the premises (e.g., an educational workshop with an associated registration fee), tbk will ensure that notice is given in advance by posting notice of admission fees for support persons (if there are fees associated) where tbk’s fees are posted.

E. Notice of Service Disruptions

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 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.

In the event that a notification needs to be posted, the following information will be included unless it is not readily available or known:

• Goods or services that are disrupted or unavailable;
• Reason for the disruption;
• Anticipated duration; and
• A description of alternative services or options

Notification Options

If disruptions occur, tbk will provide notice by:

• Posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on tbk’s website;
• Contacting clients with appointments;
• Verbally notifying clients when they are making an appointment; or
• By any other method that may be reasonable under the circumstances

F. Client Feedback

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 (in person or by telephone) or written (hand written and delivered, website or email), will be available upon request.

Submitting Feedback

Clients can submit feedback to tbk care of its AODA Compliance Officer to:

By phone: 888-515-4825

By email: Compliance@tbkCreative.com

By Canada Post or in Person: 

tbk
c/o AODA Compliance Officer
562 Wellington Street
London, ON.
N6A 3R5

Clients who wish to provide feedback by completing an on-site client feedback form or verbally can do so to any team 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.

G. Training

Training will be provided to (or confirmed with):

• All team members, interns, agents and/or contractors who deal with the public;
• Those who are involved in the development and approval of client service policies, practices and procedures
  

Training Provisions

As reflected in Customer Service, Ontario Regulation 429/07, regardless of the format, training will cover the following:

• A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005
• A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07
• Instructions on how to interact and communicate with people with various types of disabilities

Instructions on how to interact with people with disabilities who:

• use assistive devices;
• require the assistance of a guide dog, service dog or other service animal; or
• require the use of a support person (including the handling of admission fees)
• Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities
• Instructions on what to do if a person with a disability is having difficulty accessing tbk’s service
• tbk’s policies, procedures and practices pertaining to providing accessible services to clients with disabilities

Training Schedule

All current team members who interact with the public have received training required persuant to the Customer Service Standard of 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.

H. Notice of Availability and Format of Required Documents

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.

Administration

If you have any questions or concerns about this policy or its related procedures please contact tbk’s AODA Compliance Officer:

By phone:  888.515.4825 (please request tbk’s AODA Compliance Officer when calling in)

By email: Compliance@tbkCreative.com 

By Canada Post or in Person: 

tbk
c/o AODA Compliance Officer
562 Wellington St.
London, ON.
N6A 3R5

This policy and its related procedures will be reviewed as required in the event of legislative changes, or changes to company procedures.