The Accessibility for Ontarians with Disabilities Act (2005) is intended to make Ontario more accessible to Ontarians with disabilities. The Act provides for five (5) standards which all organizations and corporations must comply in a staged process. The standards includes Customer Service, Information and Communication, Employment, Transportation and Built Environment.
ASYR is required to develop policies and procedures for three (3) of the five (5). An Accessible Customer Service Policy was developed in 2012. An Integrated Services Policy was developed in early 2014. An Integrated Accessibility Plan was developed in late 2014.
ASYR Personnel, including members of the Board of Directors, will be trained on ASYR’s Accessibility Policies in 2016.
ASYR’s commitment to providing goods and services to Ontarians in a manner that best meets the needs of the individual is a fundamental principle of the agency and it is based on dignity, independence, integration and equal opportunity for all of its clients and the community in the context of the Accessibility for Ontarians with Disabilities Act (AODA), 2005.
The following definitions come from the AODA (2005) and are provided to assist ASYR Personnel with a clear understanding.
Goods and Services
General Principles and Procedures
Provision of Goods and Services to Persons with Disabilities
ASYR is committed to excellence in serving all individuals, including persons with disabilities and will carry out its functions and responsibilities to ensure that policies, practices and procedures are consistent with the following principles:
Persons with disabilities may use their own assistive devices, as required, when accessing goods and/or services provided by ASYR.
In cases where assistive devices present a safety concern or where accessibility might be an issue, other reasonable measure will be used to ensure the access of goods and services an example of this is open flames and oxygen tanks cannot be near one another for safety reasons, therefore the accommodation of a client with an oxygen take may involve ensuring the client is in a location that would be considered safe for both the client and the agency. Another examples is when 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.
Guide Dogs, Service Animals and Service Dogs
A client with a disability that is accompanied by a 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.
If it is not readily apparent that the animal being used by the client for reasons relating to his or her disability, ASYR may request verification from the client. Verification may include:
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 when on ASYR premises, satellite offices and/or clinics
If a health and safety concern presents itself, for example in the form of a severe allergy to the animal, ASYR will make all reasonable efforts to meet the needs of all individuals.
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.
If a guide dog, service animal or service dog is excluded by law, ASYR will offer alternative methods to enable the person with a disability to access goods and/or services, when possible, for example, securing the animal in a safe location and offering guidance of an employee.
Other Applicable Laws
If there is a conflict between a provision in other applicable legislation and regulations, the provision that is most restrictive in relation to controls or bans prevails.
If a person with a disability is accompanied by a support person, ASYR 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, ASYR will make every reasonable attempt to resolve the issue.
In situations where confidential information might be discussed, consent will be obtained from the client, prior to any conversation where confidential information might be discussed.
If payment is required by a support person for admission to the premises, ASYR will ensure that notice is given in advance by posting notice of admission fees for support persons where ASYR fees are posted.
Notice of Disruption in Service
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of ASYR. In the event of any temporary disruptions to facilities or services that clients with disabilities rely on to access or use ASYR’s goods and/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:
When disruptions occur, ASYR will provide notice by:
ASYR shall provide clients and the community with the opportunity to provide feedback on the service provided to persons with disabilities. Information about the feedback process will be readily available to all clients and the community and notice of the process will be made available by posting at reception and the ASYR website. Feedback forms, along with alternate methods of providing feedback, such as verbally (in person or by phone0 or written, will be made available upon request.
Clients and the community who wish to provide feedback by completing an onsite client feedback form or verbally can do so to any ASYR employee. Individuals who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
Clients and the community may submit feedback to:
Addiction Services for York Region
14785 Yonge Street, Unit 210
Aurora, ON L4G 1N1
(905) 841-7007, phone
(905) 841-6146, fax
Training will be provided to all employees, volunteers, students on placements, agents and/or contractors who deal with the public or other third parties that act on behalf of ASYR and to those who are involved in the development and approval of customer service policies, practices and procedures at ASYR or on behalf of ASYR.
Training will cover the following:
ASYR will provide training on a periodic basis to all employees, at minimum, once every two years. Training will be provided to all new employees, students on placement, volunteers in the agency, agents and/or contractors who deal with the public or act on ASYR’s behalf during orientation. Updated training will be provided in the event of changes to legislation, procedures and/or practices.
ASYR will keep a record of training that includes the date(s) training was provided and the names of employees who attended the training. Additional training opportunities will be provided to those employees that were unable to participate in previously organized training.
Notice of Availability and Format of Documents
ASYR shall notify individuals that documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the individual’s disability. Notification will be given by posting the information in a conspicuous place owned and/or operated by ASYR, ASYR’s website and/or any other reasonable method.
Accessibility for Ontarians with Disabilities Act, 2005
Accessibility Standards for Customer Service, Ontario Regulation 429/07
Blind Person’s Rights Act, 1990
Dog Owner’s Liability Act, Ontario
Food Safety and Quality Act, 2001
Health Protection and Promotion Act
Ontario Human Rights Code, 1990