Accessibility for Ontarians with Disabilities Act Policy

1.0 Purpose

In compliance with the Accessibility for Ontarians with Disabilities Act, 2005, the purpose of this policy is to outline responsibilities of staff personnel (employees, volunteers, and other third parties) on behalf of CSV Architects in providing goods, services, and opportunities to people with disabilities. 

2.0 Scope

This policy applies to all staff personnel (employees, volunteers, and other third parties).

3.0 Policy

3.1 Our Commitment 

CSV Architects is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination. We understand that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law. We are committed to complying with both the Ontario Human Rights Code and the AODA, and we are committed to excellence in serving all customers including people with disabilities. Our accessible customer service policies are consistent with the principles of independence, dignity, integration, and equality of opportunity for people with disabilities.

3.2 Providing Services to People with Disabilities

3.2.1 Assistive devices

People with disabilities may use their personal assistive devices when accessing our goods, services, or facilities. In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services, or facilities. We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services, or facilities.

3.2.2 Communication

We will communicate with people with disabilities in ways that take into account their disability. We will work with the person with a disability to determine what method of communication works for them.

3.2.3 Service Animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public. When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter, or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability. A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:

• explain why the animal is excluded.

• discuss with the customer another way of providing goods, services, or facilities.
  
  

3.2.4 Support Persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

In certain cases, CSV Architects might require a person with a disability to be accompanied by a support person for the health or safety reasons of:

• the person with a disability.

• others on the premises.

Before making a decision, CSV Architects will:

• consult with the person with a disability to understand their needs.

• consider health or safety reasons based on available evidence.

• determine if there is no other reasonable way to protect the health or safety of the person or others on the premises.

3.2.5 Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities CSV Architects will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be made publicly available on our website and in a note on our email signature.

3.2.6 Training

CSV Architects will provide accessible customer service training to:

• all employees and volunteers.

• anyone involved in developing our policies.

• anyone who provides goods, services or facilities to customers on our behalf.

Staff will be trained on accessible customer service within 3 months after being hired.

Staff will also be trained when changes are made to our accessible customer service policies.

3.2.7 Feedback Process

CSV Architects welcomes feedback about the delivery of information or services to persons with disabilities. Users can submit feedback to 613-564-8118 or info@csv.ca. All comments or questions will be addressed and responded to within 5 business days.

CSV Architects will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

3.2.8 Notice of Availability of Documents

CSV Architects will notify the public that documents related to accessible customer service, are available upon request by posting a notice on our website. CSV Architects will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.

3.2.9 Modifications to This or Other Policies

Any policies of CSV Architects that do not respect and promote the principles of dignity, independence, integration, and equal opportunity for people with disabilities will be modified or removed.