Appendix B
ACCESSIBILITY TRAINING
Customer Service
Reference
Guide
ACKNOWLEDGEMENTS
The City of Ottawa expresses sincere appreciation to the many people who
contributed experiences and expertise, ideas and advice to the development of
the Accessibility Training: Customer Service materials.
·
Elizabeth Seaton, Consultant
Training and Development
·
Mary Reid, Accessibility Specialist
http://www.theherringtongroup.ca
United Spinal Association
Communication Tips were adapted from United Spinal Association’s, publication ‘Disability Etiquette’. To
download this publication free of charge, go to www.unitedspinal.org or call 1-800-444-0120 to order printed copies.
Canadian National
Institute for the Blind
Clear Print Accessibility
Guidelines was adapted from CNIB’s publication ‘Clear Print Accessibility
Guidelines’. To download this publication free of
charge, go to www.cnib.ca or call (613)
563-0000 to order printed copies.
HRSDC,
Government of Canada
Choosing
the Right Words was adapted from Way with Words. To download this publication free, go to http://www.hrsdc.gc.ca
We sincerely hope these
materials will be useful and instructive as we make accessibility a part of our
everyday business.
Corporate Accessibility
Office
Organization Development
and Performance
City Operations
City of Ottawa
Mail
Code: 01-70
accessibilityoffice@ottawa.ca
2009
City of Ottawa Commitment to Accessibility
Purpose and Summary of Accessibility Legislation Purpose
and Summary of Accessibility Legislation
City of Ottawa Policies related to Regulation 429/07
Tips for Providing Accessible Customer Service
Service Animals and Guide Dogs
Language:
Choosing the Right Words
ACCESSIBILITY TRAINING:
CUSTOMER SERVICE
This Reference Guide is designed to serve
as a practical reference tool and a training resource for employees with the
City of Ottawa.
During Accessibility Training: Customer
Service, you will be asked to refer to this Reference Guide for comprehensive
information, tips and techniques related to delivering accessible customer
service.
Accessible customer service is becoming an
every day part of doing business.
Accessible services add value and are part of the providing service
excellence. Accessibility benefits everyone.
After training is completed, keep this
Reference Guide in an easy to find place.
When you need a quick reminder on how to
respond to a particular situation, go to the relevant section for the
information you need.
Use this guide as a job aid to help you
act quickly in providing a respectful and inclusive approach to citizens who
have a disability.
Section 1
City of Ottawa’s commitment to Accessibility
City of Ottawa Commitment to Accessibility
Introduction
To further its
commitment to citizens with disabilities and to ensure that municipal services
are accessible to all, the City of Ottawa initiated the Accessible Municipal
Services Training Project. The purpose of this initiative is to inform and
support front-line staff in their delivery of accessible services, as well as
inform policy makers, builders and planners.
Council’s
direction
The inclusion of
people with disabilities is a corporate-wide vision directed by Council through
the 2007-2010 City Strategic Direction, Ottawa 20/20 and City of Ottawa
Municipal Accessibility Plans (COMAP). As the City continues to build a caring
and inclusive community, it has recognized that inclusion means all citizens
regardless of disability or type of disability: visible or non-visible
disabilities.
Accessibility
improves services and results in greater civic participation and economic benefits.
Features designed for accessibility have become incorporated into our
day-to-day activities and business; from automatic door openers to accessible
web designs, plain language documents to simultaneous text portrayal of meeting
proceedings. Benefits go far beyond the person for whom the features were
intended. Accessibility features are without exception, good for the whole
community.
One of the goals
of the City of Ottawa’s Corporate Accessibility portfolio is that accessibility
considerations will become an everyday part of doing business.
This is being led at every level of the organization. Employees are
taking the initiative to ensure their services are accessible to people with
disabilities, senior management is setting strategic directions for greater
access. While the City is aware that not all barriers have been identified or
removed, progress is being made towards full accessibility.
City
of Ottawa’s Priority Areas for Accessible Customer Service
Efforts will continue so that
disability related barriers will not limit participation of residents, visitors
and employers. Bringing this vision to
reality requires the continued attention, dedication and skills of all City
staff. We are also relying on managers
and staff and community to help in identifying barriers that need to be
removed. Diligence is required to
prevent the introduction of new barriers during changes in service,
installation of new technologies or policy reviews.
The City of Ottawa Strategic Direction has
identified priority areas that include efforts to:
·
have the entire transit fleet accessible by 2017
·
ensure people who are economically disadvantaged
are included in the work of Council and policy development
·
ensure that everyone has the opportunity to take
part in cultural and recreational programs
·
recognize and balance the needs of all citizens
as they access City services
·
develop a 10-year renewal plan for sidewalks,
street signals and stop signs that will fully close the infrastructure renewal
gap by 2017.
Purpose and Summary of Accessibility Legislation
Purpose and
Summary of Accessibility Legislation
a.
Ontarians with
Disabilities Act (ODA), 2001
In 2001, the Province of Ontario enacted the Ontarians
with Disabilities Act (ODA). This Act requires public sectors to report on
the identification, removal and prevention of barriers faced by persons with
disabilities.
The ODA requires public
sector organizations including municipalities to prepare and make public annual
accessibility plans.
b.
Accessibility
for Ontarians with Disabilities Act (AODA), 2005
In 2005, a second piece of accessibility legislation
was enacted called the Accessibility for Ontarians with Disabilities Act
(AODA), 2005. The AODA is designed to
achieve a fully accessible province by 2025 through the development,
implementation and enforcement of accessibility standards.
This Act recognizes that
people with disabilities should have the same kind of opportunities
as everyone else, including doing the things that most of us take for
granted — going to work or school, shopping, taking in a movie or eating
out. The AODA addresses standards in 4
common areas of:
1.
Customer service
2.
Information and communications
3.
Employment
4.
Built environment
as well as sector specific areas:
5. Transportation
c.
Accessibility
Standards for Customer Service ON Regulation 429/07
Effective January 1, 2008, the provincial government regulated the first of four common standards to support the AODA: Accessibility Standards for Customer Service Ontario Regulation 429/07.
This regulation is designed to ensure people with disabilities have equal opportunity to obtain and benefit from goods and services as others. Regulation 429/07 requires the following principles are followed when providing service to people with disabilities:
·
Dignity
·
Independence
·
Integration
·
Equality of opportunity
Municipalities and other designated public sector
organizations must comply with this legislation by January 1, 2010. Private and non-profit sectors must comply
by January 1, 2012.
Specific
Obligations of the Accessibility Standards for Customer Service: Regulation
429/07
Regulation 429/07 requires every designated
public sector organization and all other providers of goods or services in
Ontario who have at least one employee in Ontario to:
1. Establish
policies, practices and procedures on governing the delivery of goods or
services to people with disabilities.
2. Establish a
policy that supports people in using their own assistive devices when accessing
services
3. Use reasonable
efforts to ensure policies, practices and procedures are consistent with the
core principles of independence, dignity, integration and equality of
opportunity.
4. Communicate with
a person with a disability in a manner that takes into account his or her
disability.
5. Allow the use of
guide dogs, support animals or a support person by people with disabilities
when accessing a good or service
6. Provide advance
notice if fees are changed for support persons when accompanying a persons with
a disability
7. Provide notice
when public facilities or services are temporarily disrupted.
8. Establish a
process to receive and act on feedback about accessibility of services.
·
The City will establish a process
for receiving and responding to feedback about the manner in which it provides
goods or services to people with disabilities;
·
The process must allow feedback
in person, by telephone, in writing, electronically (email, on diskette or
otherwise);
·
The process must specify actions
to be taken if complaint is received (the standard does not specify what the
response must be); information about the process must be made available to the
public.
9. Ensure
employees, volunteers, and 3rd parties (who deliver services on
behalf of the City) who deal with the public and/or are involved in policy
development receive training in accessibility.
This training must include:
a. The AODA and requirements of Customer Service Standard
b.
How to interact and communicate
with persons with various types of disability, persons who use an assistive
device or require the assistance of a guide dog, service animal or a support
person
c.
What to do if a person with a
particular type of disability is having difficulty accessing services
d.
How to use
equipment or devices available on premises
·
When must training be done?
o
Current employees, agents, summer
students, part time employees, volunteers…by January 1,2010
o
New employees, agents, volunteers … as soon as practicable
o
Ongoing training on changes to
policies, practices, procedures, new equipment, etc.
10. Make publicly available, a document that describes how the standard is
implemented.
d.
Conflict with
Other Laws
If there is a conflict between the AODA or its regulated accessibility
standards and any other provincial law, the final authority is the law that
gives people with disabilities the most access.
e.
Other Relevant
Legislations
The following legislations are relevant to
accessibility.
·
Ontario Human Rights Code
The
Ontario Human Rights Code (the Code)
protects against discrimination and harassment. The Ontario Human Rights
Commission administers the Code and is responsible for making sure that the
Code is respected.
Under
the Ontario Human Rights Code, everyone has the right to be free from
discrimination because of handicap or perceived handicap in the social areas of
employment, services, goods, facilities, housing, contracts and membership in
trade and vocational associations. This right means that people with
disabilities have the right to equal treatment. Accessibility standards regulated under the AODA gives service
providers specific instructions about accommodations that are to be put in
place or available for people with disabilities.
·
Ontarians with Disabilities Act
Through the Ontarians with Disabilities Act, (ODA) public sector organizations including Government ministries, municipalities, hospitals, school boards, and universities are mandated to prepare annual accessibility plans and to make these plans available to the public.
NOTE: Links and additional information about these and other relevant
legislations can are found on Ozone, under Accessibility resources. These include: The Blind Persons Act and the
Mental Health Act.
Section 3
City of Ottawa Policies related to
Regulation 429/07
City of Ottawa Policies related to
Regulation 429/07
1.
Duty to
Accommodate Policy-- City of Ottawa
The City of Ottawa is committed to providing equal
treatment with respect to employment without discrimination and accommodating
employees and potential employees in a manner which:
a. respects their dignity
b. is equitable
c. enhances their ability to compete
for jobs, perform their work and fully participate in employment at the City.
The City will provide an inclusive, barrier-free work
environment that (/) allows people with disabilities to contribute as full
members of their work teams to enjoy the same employment rights as other staff,
whether as candidates for employment or as employees.
The City is also committed to providing equal access
to transportation, buildings, goods and services.
The main objectives of this policy are:
·
to enable equitable participation in the City's employment
practices, employment applications and advertisements;
·
to enable equitable participation in the City's residential
or commercial tenancy;
·
to enable equitable participation in the City's goods,
services, accommodation or facilities customarily available to the public;
·
to enable equitable participation in the City's statements,
publications, notices, signs, symbols, emblems or other representations that
are published, issued or displayed before the public;
·
to assist employees with disabilities return to work after
an occupational or non-occupational injury or illness; and
·
to ensure accessibility by building accommodation into City
standards when designing employment systems processes, and facilities.
Application:
This
policy applies to the provision of services to the public, to City of Ottawa
employees as well as to individuals applying for employment with the City of
Ottawa and members of the general public who require access to City
transportation, buildings, goods and services.
2.
Multiple Formats
Policy--City of Ottawa
The
City of Ottawa will
provide documentation in multiple formats for people with
disabilities. We will:
·
Prepare
one or more documents describing our policies, practices and procedures with
respect to the provision of goods or services to people with disabilities,
including all the topics listed standard 429/07.
·
Notify
customers that the documents required under this standard are available upon
request by posting the notice in a conspicuous place on the premises we own or
operate, by posting the notice on your website, or by another method that is
reasonable in the circumstances.
·
Provide
a copy of the required documents to anyone who asks for them.
·
When
providing documents required by the customer service standard to a person with
a disability, do so in a format that takes into account the person’s
disability.
The main objectives of this
policy are:
·
To ensure that all citizens, regardless of ability, have the
tools they require to participate in the civic process;
·
To ensure that all staff, regardless of ability, have the
tools they require to fulfil their professional duties and have equal access to
all information;
·
To ensure that the City of Ottawa is as inclusive and
barrier-free as possible in a cost effective manner;
·
To ensure that the City's website and employee Intranet site
is as accessible as possible.
·
To ensure equal electronic access to information.
Application:
The policy applies to all City
employees and people with disabilities.
The
policy also applies to materials produced by the City of Ottawa for release to
the public. For the moment, it concentrates on those formats that complement
conventional print material. However, the policy is not meant to be the
definitive word on multiple formats. Changes in technology, regulated
accessibility standards and communication needs of consumers require a complete
review of this policy scheduled to take place in 2009 – 2010.
Supplementary Note
Like Duty to Accommodate, the Multiple Formats policy was developed
prior to the AODA being enacted. While neither conflict with AODA, further
policies will be developed to reflect new AODA requirements.
3.
Other
Obligations related to Regulation 429/07--City of Ottawa
The City of Ottawa will review existing policies for
consistency with the principles described in regulation 429/07, as well as
develop new policies to meet specific obligations of this regulation. As described in the regulation, this will
include policies related to the following key areas:
a.
Policies, practices and procedures on the provision of goods
or services to people with disabilities
Description of customer service policies, practices and procedures on the provision of goods or services to people with disabilities.
b. Service animals
and support persons
Policies, practices and procedures with respect to the entry of service
animals and support persons to those areas of the premises that are owned or
operated by the City of Ottawa, where we provide goods or services, and that
are open to the public or other third parties.
c.
Notice of
temporary disruptions
The steps
that will be taken in connection with a temporary planned or unexpected
disruption to facilities or services that people with disabilities usually use
to access City of Ottawa goods or services, including what alternative
facilities or services, if any, can be made available during the temporary
disruption.
The City of Ottawa policy for providing training related to accessible customer service.
The City of Ottawa process for receiving and
responding to feedback on the manner in which we provide goods or services to
people with disabilities.
Section 4
As you meet people with various disabilities, you may be apprehensive about how you should behave towards that person. Be yourself and relax!
Remember a person with a disability is a person first, and foremost. The first point of contact you have will set the stage for the service relationship.
·
When meeting someone, be proactive and extend the same
familiarity as you do to others.
·
You can offer to shake hands when introduced.
·
Ask first if the person wants help and how you can help.
Listen and follow instructions. Follow the person's cues, and ask if you are
not sure. Don't be offended if someone declines your offer of assistance.
· Don’t make assumptions! The person is the expert about what they need and how they need it; and is the best judge of what they can or cannot do. Don’t make decisions for others based on your assumptions. Do not leave the person out of a conversation or activity because you feel uncomfortable or fear that he/she will feel uncomfortable. Include him or her as you would anyone else. Let it be their decision whether or not to participate.
·
Speak directly to the person, not to their companion, aide
or interpreter. Just talk to that person as you would with anyone else.
·
Don’t be embarrassed if you use common expressions such as
“It was good to see you,” See you later” or “Did you hear about this?”, even if
these expressions seem out of place given the disability.
·
Explore options to assist the person; ask for ideas from
colleagues;
·
Be flexible.
Tips for
Providing Accessible Customer Service
1.
People with Physical Disabilities (Mobility, Dexterity)
2.
People with Vision Impairments
3.
People with Hearing Impairments (Deaf, deafened or
hard of hearing)
4.
People who are Deaf-Blind
5.
People with Speech or Language Impairments
6.
People with Intellectual or Developmental Disabilities
7.
People with Learning Disabilities
8.
People with Mental
Health Disabilities
9.
People with Environmental Disabilities
10.
Talking on the Phone
Tips for
Serving People with Physical
Disabilities (Mobility,
Dexterity)
· Mobility disabilities refer to physical limitations that may restrict an individuals’ ability to move around, perform manual tasks, or participate in certain activities. A physical disability can be present at birth, or may be the result of a medical condition, or injury.
·
Keep ramps, accessible doors and aisles unblocked. Avoid
putting displays in front of entrances. Make sure that there is a clear path of
travel to shelves and display racks.
· Speak normally and directly to the individual who is accessing services. Do not address your comments through someone who may be accompanying them.
· Ask before you help.
· Be patient. People will identify their needs to you.
· Don't touch or lean on someone’s assistive device, especially wheelchairs or walkers.
· Provide information about accessible features of the immediate environment (automatic doors, accessible washrooms, etc.).
·
Ask permission before you push a person's wheelchair.
·
Never touch a service animal that is on duty (i.e. wearing
its halter).
·
Be careful not to lean over someone in a wheelchair to shake
another person’s hand.
·
Never set your coat or drink on the desktop attached to
someone’s wheelchair.
·
People who use canes or crutches often need their arms for
balance. If you are asked to assist, gently hold their arm or offer your arm
for support.
·
People who have limited mobility may lean on a door for
support as they open it. Pushing the door open from behind or unexpectedly
opening the door may cause them to fall. Even pulling out or pushing in a chair
may present a problem.
·
Always ask and receive permission before helping.
·
Be aware of reach limits for people who use
wheelchairs or persons of short stature.
·
Place as many items as possible within reach. Some people
have limited use of their hands, wrists or arms. Be prepared to offer
assistance with reaching for, grasping or lifting objects, opening doors or
display cases, operating vending machines or other equipment. If a service
counter is too high for a customer to see over, step around it to provide
service. Have a clipboard handy if filling in forms or providing signatures is
expected.
· When talking with someone who uses a wheelchair, sit at eye level. If that’s not possible, stand at a slight distance to facilitate eye contact and avoiding straining of the neck.
·
Chairs with arms or with higher seats can be easier to use
for some people with limited mobility.
· Ensure there are warning signs when the floors are wet. Watch that mats are not bunched up making the floor impassable for someone using a wheelchair.
·
People who do not have a visible disability may have needs
related to their mobility. For example, a person with a respiratory or heart
condition may have trouble walking long distances or walking quickly. Provide
benches or chairs for people to sit and rest on.
Tips for
Serving People with Vision Impairments
•
Identify
yourself before you make physical contact with the person.
•
When you
approach your customer speak directly to them.
•
Speak
normally and clearly.
•
Never touch
your customer without asking permission, unless it’s an emergency.
•
Offer to
orient the person to the surroundings.
•
If you offer
assistance, wait until you receive permission.
•
Offer your
arm (the elbow) to guide the person and walk slowly.
•
Ask
permission before touching a service animal or a person’s mobility assistive
device.
•
If you’re
giving directions or verbal information, be precise and clear. For example, if
you’re approaching a door or an obstacle, say so.
•
Don't just
assume the individual can't see you.
•
Don't leave
your customer in the middle of a room. Show them to a chair, or guide them to a
comfortable location.
•
Identify landmarks
or other details to orient your customer to the environment around them.
•
Don't walk
away without saying good-bye.
•
Be patient.
Things may take a little longer.
Schedule more time.
•
Be specific
when giving directions, or warnings.
Documentation
•
Offer
information in large print, clear font, appropriate spacing.
•
Bold white
letters on black background is preferred.
•
Avoid using
all uppercase letters.
•
Use good
lighting but not too bright.
•
Avoid shiny
paper.
Tips for
Serving People with Hearing Impairments (Deaf, deafened or hard of
hearing)
•
Find out
what the person’s preferred communication method is. The majority of people who
are Deaf communicate with sign language however the majority of deafened adults
do not.
•
Attract the
customer’s attention before speaking. The best way is a gentle touch on the
shoulder or gently waving your hand.
•
Always ask
how you can help. Don’t shout.
•
Make sure
you are in a well-lit area where your customer can see your face.
•
Face the
person. Speak clearly, slowly, and expressively, without exaggerating
words. Address your customer, not their
interpreter.
•
If
necessary, ask if another method of communicating would be easier, for example
a pen and paper.
•
Don’t put
your hands in front of your face when speaking.
•
Be clear and
precise when giving directions, and repeat or rephrase if necessary. Make sure
you have been understood.
•
Any personal
(e.g., financial) matters should be discussed in a private room to avoid other
people overhearing.
•
Be patient.
Communication for people who are Deaf may be different because their
first language may not be English. It may be American Sign Language (ASL) or
SLR.
•
If the
person uses a hearing aid, try to speak in an area with few competing sounds.
•
Speech
reading (lip reading) is difficult for people who are Deaf.
•
Follow the
lead when the person does ask you to speak up, or slow down.
•
Rephrase,
rather than repeat.
•
Instead of
asking: “Do you understand?” it is better to ask, “Am I clear?”
•
Be
respectful and patient. Give the other person time to respond.
Tips for
Serving People who are Deaf-Blind
•
Don’t assume
what a person can or cannot do. Some people who are deaf-blind have some sight
or hearing, while others have neither.
•
A customer
who is deaf-blind is likely to explain to you how to communicate with them or
give you an assistance card or a note explaining how to communicate with them.
•
Speak
directly to your customer as you normally would, not to the intervener.
•
Identify
yourself to the intervener when you approach your customer who is deaf-blind.
•
Don’t touch
or address service animals – they are working and have to pay attention at all
times.
•
Never touch
a person who is deaf-blind suddenly or without permission unless it’s an
emergency.
•
Never leave
the person without telling them that you are going. Ensure they are comfortable
and know their surroundings, before you leave.
Tips for
Serving People with Speech or Language Impairments
•
Just because
a person has one disability doesn’t mean they have another. For example, if a
customer has difficulty speaking; don't assume they have an intellectual or
developmental disability as well.
•
If you don’t
understand, ask your customer to repeat the information.
•
If you are
able, ask questions that can be answered 'yes' or 'no'.
•
Be patient
and polite, and give your customer whatever time he/she needs to get his/her
point across.
•
Don’t
interrupt or finish your customer’s sentences. Wait for them to finish.
•
Patience,
respect and a willingness to find a way to communicate are your best tools.
•
Choose a
quiet environment
•
Repeat what
the person just said for verification, or ask the person to repeat or to write
it down
Tips for Serving People with Intellectual or Developmental
Disabilities
•
Don’t assume
what a person can or cannot do.
•
Speak
directly to your customer, not to their companion or attendant.
•
Use plain
language and speak in short sentences.
•
Make sure
your customer understands what you’ve said.
•
If you can’t
understand what’s being said, don’t pretend. Just ask again.
•
Provide one
piece of information at a time.
•
Be
supportive and patient.
•
When
questioning, verify responses by repeating the question in a different way.
•
Be patient
and ensure the person has sufficient time to give their message.
Tips for
Serving People with Learning Disabilities
•
Patience and
a willingness to find a way to communicate are your best tools.
•
When you
know that someone with a learning disability needs help, ask how you can best
help.
•
Speak
normally and clearly, and directly to your customer.
•
Take some
time — people with some kinds of learning disabilities may take a little longer
to understand and respond.
•
Try to find
ways to provide information in a way that works best for them. For example,
have a paper and pen handy.
•
If you’re
dealing with a child, be patient, encouraging and supportive.
•
Be courteous
and patient and your customer will let you know how to best provide service in
a way that works for them.
•
Ask the
person how you can best relay information.
•
Allow extra
time for reading.
•
Give verbal
explanations.
•
It may be
easier for the person to function in a quiet environment without distractions.
Tips for
Serving People with Mental Health Disabilities
•
Treat a
person with a mental health disability with the same respect and consideration
you have for everyone else.
•
Be confident
and reassuring. Listen carefully and work with your customer to
meet their needs.
•
If someone
appears to be in a crisis, ask them to tell you the best way to help.
•
Give the
person time to answer or respond to enquiries.
•
Offer to meet
privately, where noise and distractions can be reduced.
•
Be patient
and open.
Tips for
Serving People With Environmental Disabilities
•
Many people
are affected by fragranced products. The fumes or fragrance can trigger severe
reactions.
•
A
recommendation would be to use non-scented products including, deodorants,
anti-perspirants, perfumes, aftershave, leave-in hair products, lotions and
hand creams.
•
Avoid the
use of fragrant or scented products.
•
Maintain
good ventilation and overall good indoor air quality.
•
Use posters
to remind members of the public to also avoid the use of fragrances and scented
products.
Tips for
Talking on the Phone
•
Speak
normally, clearly and directly.
•
Don’t worry
about how the caller’s voice sounds. Concentrate on what’s being said.
•
Be patient,
don’t interrupt and don’t finish your customer’s sentences. Give your customer
time to explain him/herself.
•
Don’t try to
guess what your customer is saying. If you don’t understand, don’t pretend.
Just ask again.
•
If you’re
not certain what was said, just repeat or rephrase what you’ve heard.
•
If a
telephone customer is using an interpreter or a TTY line, just speak normally
to the customer, not to the interpreter.
•
If your
customer has great difficulty communicating, suggest you can call back when
it’s convenient to speak with someone else.
Section 6
Service Animals and Guide Dogs
Service
Animals and Guide Dogs
Service animals,
such as guide dogs, offer independence and security to many people with various
disabilities. These animals provide services that help people function with
greater self-sufficiency; prevent injuries; and summon help in a crisis.
If
a person with a disability is accompanied by a guide dog or other service
animal, the provider of goods or services will ensure that the person is
permitted to enter the premises with the animal and to keep the animal with him
or her unless the animal is otherwise excluded by law from the premises.
If a service animal is excluded by law
from the premises, the provider of goods or services shall ensure that other
measures are available to enable the person with a disability to obtain, use or
benefit from the services.
The
above is the legislation obligated by the Accessibility Standards for Customer
Service, Ontario Regulation 429/07
Source: “Guide to the Accessibility Standards for Customer
Service, Ontario Regulation 429/07”, Ontario Ministry of Community and Social
Services
http://209.167.40.96/page.asp?unit=cust-serv-reg&doc=guide&lang=en&page=7#toc_l2_c22
The customer service standard requires a
provider to ensure that a person is permitted to be accompanied by his or her
guide dog or other service animal in the areas of their premises that are open
to the public or third parties. This means that the provider must allow the
animal onto their premises and allow the person with a disability to be
accompanied by the animal.
AODA
defines a Service Animal as…
·
A dog trained
as a guide for a blind person and having the qualifications prescribed by
regulations under the Blind Person’s Rights Act
·
An animal
that is readily apparent as being used for purpose relating to a disability, or
·
An animal for which the person provides a letter from a
physician or nurse confirming that the person requires the animal for reasons
relating to the disability.
Some types of
Service Animals
·
Hearing ·
Vision ·
Seizure Alert |
·
Blood
Sugar Alert ·
Companion |
·
Service animals are permitted in most public situations;
however they are prohibited by law in areas such as food preparation areas.
·
While you may inquire whether an animal is a service animal,
the person may not have information identifying it as such.
·
Service animals are generally highly trained and well
behaved. You may ask the person to remove the animal if it is not under
control.
· New types of service animals are being trained such as miniature horses for people with vision loss and animals that effectively reduce anxiety for people who have some forms of mental illnesses.
Section
7
If a person with a disability is
accompanied by a support person, the
provider of goods or services shall ensure that both persons are
permitted to enter the premises together and that the person with a disability
is not prevented from having access to the support person while on the premises
The provider of goods or services
may require a person with a disability to be accompanied by a support
person when on the premises, but only
if a support person is necessary to protect the health or safety of the person
with a disability or the health or safety of others on the premises.
The above is the legislation obligated by the
Accessibility Standards for Customer Service, Ontario Regulation 429/07
Source: “Guide to the Accessibility Standards for Customer
Service, Ontario Regulation 429/07”, Ontario Ministry of Community and Social
Services
http://209.167.40.96/page.asp?unit=cust-serv-reg&doc=guide&lang=en&page=7#toc_l2_c22
AODA
definition of a Support Person
"Support
person” means, in relation to a person with a disability, another person who
accompanies him or her in order to help with communication, mobility, personal
care or medical needs or with access to goods or services.
A support person may be a paid
professional, a volunteer, a family member, or a friend
Requirements
of the Customer Service Standard
·
Free access for the support person is not
required but there must be an advance notice of any fee charged.
·
Consent may be required if confidential
information will be disclosed in support person’s presence.
Section 8
Language: Choosing the Right Words
Language: Choosing the Right Words
·
Use inclusive language
·
Avoid
attaching labels to people with or without disabilities
·
The Word
‘normal’ is not appropriate when referring to someone without a
disability.
·
Avoid putting the word “the” before the term for the
disability
o
“The blind”,
“the deaf”, and “the disabled” are not acceptable terms.
o
Categorizing
individuals and putting them into subgroups takes away the individuality and
the dignity of the person.
o
Avoid using”
those” people, “those” citizens or other labelling words.
·
Use language that addresses the person first:
o
Person who
uses a wheelchair
o
Person who is
Deaf
o
Person with a
mental illness
o
Person without
a disability
·
Always avoid negative, disempowering words, like ‘victim’,
‘sufferer’, ‘afflicted’.
·
Use accessible parking
o
The provincial
parking program which is administered by the City is now called the Accessible
Parking Program. This program uses accessible parking placards, as opposed to
disabled parking placards.
The following words and phrases will help you choose language that is neither demeaning nor hurtful. Most people with disabilities prefer you use these terms.
Instead of |
Please use |
Afflicted by cerebral palsy, multiple
sclerosis, arthritis, etc. |
Person who has cerebral palsy. |
Aged (the) |
Seniors |
Autistic |
A person with autism. |
Birth defect, congenital defect,
deformity |
A person who has a congenital disability. |
Blind (the), visually impaired (the) |
A person who is blind. A person with vision loss. A person with a visual impairment A person with low vision. |
Brain damaged |
A person with a brain injury. |
Confined to a wheelchair, wheelchair
bound |
A person who uses a wheelchair. |
Crazy, insane, lunatic, psycho, mental,
mental patient, maniac, neurotic, psychotic, unsound mind, schizophrenic |
A person with a mental health
disability. A person who has depression. |
Cripple, crippled, lame |
A person with a disability. |
Deaf (the), hearing impaired (the) |
A person who is Deaf (person with
profound hearing loss who communicates using sign language.) |
Deaf and dumb, deaf mute |
A person who is deaf without speech. |
Deaf-Blind (the) |
Person who is deaf-blind (person who has
any combination of visual and auditory impairments |
Differently Abled |
A person with a disability |
Disabled (the) |
People with disabilities |
Elderly (the) |
Seniors, older adults |
Epileptic |
Person who has epilepsy |
Fits, spells, attacks |
Seizures |
Handicapped (the) |
Person with a disability. The term
handicapped may be used when referring to an environmental or attitudinal
barrier as in “a person who is handicapped by a set of stairs leading to the
entrance” |
Hidden disability |
Non-visible disability |
Invalid |
Person with a disability |
Learning disabled, learning disordered,
the dyslexics |
A person with a learning disability or
people with learning disabilities |
Mentally retarded, idiot, simple,
retarded, feeble minded, imbecile |
A person with an intellectual
disability. A person with a developmental disability |
Midget, Dwarf |
A person of short stature |
Mongoloid, Mongolism |
Person with Down Syndrome. One can use
this terminology only when it is directly relevant. |
Normal |
Person who is not disabled. .
Specifically, a person who is sighted, a hearing person, a person who is
ambulatory |
Patient |
Person with a disability. The word
patient may be used when referring to a relationship between and medical
professional and a client |
Physically challenged |
Person with a physical disability |
Spastic |
Person who has muscle spasms |
Stutterer |
A person with a speech impairment or
impediment |
Victim of/suffers from/ stricken with
cerebral palsy, multiple sclerosis, arthritis, etc. |
Person who has cerebral palsy. Person
who has multiple sclerosis, etc. Person with a disability |
Visually impaired (the) |
A person with a visual impairment. A
person with low vision. A person with vision loss. A person with a
vision disability |
Source: Ontario Ministry of Community and Social
Services http://www.mcss.gov.on.ca/mcss/english/how/howto_choose.htm
Original
source is HRSDC, Government of Canada:
Way with Words http://www.hrsdc.gc.ca/eng/disability_issues/reports/way_with_words/page06.shtml
Section 9
Access (Other Than Print or Braille)
for Individuals Who Are Blind or Have Low Vision
This symbol may
be used to indicate access for people who are blind or have low vision,
including: a guided tour, a path to a nature trail or a scent garden in a park;
and a tactile tour or a museum exhibition that may be touched.
Symbol for Accessibility
The wheelchair symbol
should only be used to indicate access for people with limited mobility
including people who are using mobility devices due to a disability. For
example, the symbol is used to indicate an accessible entrance, bathroom or
that a phone or sink is lowered for wheelchair users. A ramped entrance
is not completely accessible if there are no curb cuts, and an elevator is not
accessible if it can only be reached via steps.
Telephone
Typewriter (TTY)
This symbol
represents a devise that is also known as a text telephone (TT), or
telecommunications device for the deaf (TDD). The TTY is used with the
telephone for communication with and between people who are Deaf, deafened,
hard of hearing, and/or have speech impairments.
Volume Control Telephone
This symbol
indicates the location of telephones that have handsets with amplified sound
and/or adjustable volume controls.
Assistive Listening Systems
This symbol represents systems that transmit
amplified sound via hearing aids, headsets or other devices to assist people
who are hard of hearing. They include infrared, loop and FM systems.
Sign Language Interpretation
This symbol indicates that Sign Language
Interpretation is provided for a lecture, tour, film, performance, conference
or other program.
Information
This symbol is used to indicate
the location of the information or security desk, where there is more specific
information or materials concerning access accommodations and services.
Closed Captioning (CC)
This symbol indicates a
choice for whether or not to display captions for a television program or
videotape. TV sets that have a built-in or a separate decoder are equipped to
display dialogue for programs that are captioned.
Opened Captioning (OC)
This symbol indicates that
captions, which translate dialogue and other sounds in print, are always
displayed on the videotape, movie or television program.
Braille
This symbol indicates that printed material is available in Braille,
including exhibition labelling, publications and signage.
Section 10
The following information was compiled in
part with information from the Canadian National Institute for the Blind.
The size of the type (known as
point size) is a very important in determining legibility. A type size between
12 and 18 point (equivalent to a minimum height of 2 mm or more) is more
readable. More people will be able to read the information if a larger point
size is used. In all cases, consider your audience when choosing point size.
Blocks of capital letters, underlined or stylised text are all
harder to read. Using a word or two in capitals is acceptable, but avoid using
capitals for continuous text. Underlining text or setting it in italics should
always be avoided and an alternative method of emphasis used. When emphasizing a word or passage, use a
bold or heavy font.
If you print documents with numbers in them, choose a typeface in
which the numbers are clear. Readers with sight problems can easily misread 3,
5, 8 and 0.
Printed material is most readable in black and white. If you are using
coloured text, restrict it to the title, headlines, or highlighted material.
When choosing colour provide the greatest contrast possible.
People with sight problems
often prefer bold or semi-bold weights to normal ones. An example of
appropriate fonts include;
Arial Rounded MT Bold, Arial, Gautami
Bold or Verdana Bold. Avoid
light type weights. Opt for fonts with medium heaviness and avoid light type
with thin strokes. Examples of fonts with light strokes include; Eras Light,
Felix Titling, or any of the script fonts.
A stronger contrast between the
background and the text will make the document more legible. The contrast will
be affected by the size and weight of the type. Black text on a white
background provides best contrast. Good examples are:
Poor choices:
Yellow, Orange or Pink Lettering
on White Background
Avoid highly stylised typefaces, such as those with ornamental,
decorative or handwriting styles (sometimes referred to as “serif fonts”). Choose standard fonts with easily
recognizable upper and lower-case characters. Arial and Verdana are good
choices and are known as “sans serif” fonts.
Opt for Plain
Instead of Fancy
The space between one line of type and the next (known as leading
or commonly “line spacing”) is important. As a general rule, the space between
the lines should be double the space between words on a line. Leave space
between lines. Do not squeeze words or lines closer together. Heavier typefaces will require slightly
more leading.
Keep to the same amount of space between each word. Do not
condense or stretch lines of type. We recommend aligning text to the left
margin as it is easy to find the start of the next line and keeps the spaces
even between words. You should avoid justified text as the uneven word spacing
can make reading more difficult. Don’t crowd your text: keep a wide space
between letters. Choose a moonscape font rather than one that is proportionally
spaced.
Examples
of appropriate fonts include: Arial, Tunga, and, Estrangelo Edessa. Examples of
fonts with difficult to read spacing include: French Script MT, or Monotype Corsiva.
Make sure the margin between columns clearly separates them. If
space is limited, use a vertical rule. Separate text into columns to make it
easier to read. It requires less eye movement and less peripheral vision. Use
wide binding margins or spiral bindings if possible. Flat pages work best for
vision aids such as magnifiers.
If
using white type, make sure the background colour is dark enough to provide
sufficient contrast.
Avoid fitting text around images if this means that lines of text
start in a different place, and are therefore difficult to find. Set text
horizontally as text set vertically is extremely difficult for a partially
sighted reader to follow. Avoid setting text over images or textures as this
will affect the contrast.
Partially
sighted people tend to have handwriting that is larger than average, so allow
extra space on forms. This will also benefit people with conditions that affect
the use of their hands, such as arthritis.
It is helpful if recurring features, such as headings and page
numbers, are always in the same place. A contents list and rules to separate
different sections are also useful. Leave a space between paragraphs as
dividing the text up gives the eye a break and makes reading easier.
The following check list will help guide you through the kind of
changes you may need to consider:
Have
you considered the appropriateness of the font, font size, and design of the
printed information?
Serif
fonts have small lines and edges to each letter. Most visually impaired people
prefer sans serif fonts, such as Arial, rather than serif fonts, such as Times
New Roman
|
|
Below
12 point (the size of font) is difficult for many people to read. 18 point is
the accepted size for conversion to large print for visually impaired people.
Align
text from the same point on the left hand side rather than justifying text
(each word finishing in the same place on the left and right hand margin). This
creates uneven spaces between words and makes it difficult for people to follow
Use
a maximum of two columns per page and have a good size space between the
columns
·
Page after
page of print without gaps or distinguishing features is difficult to navigate.
·
Photos and
text enhance information – a picture can say more than many words.
·
Overprinting
text across pictures may look artistic but is very difficult for anyone to
read.
·
The paper
you use is important –high gloss paper can cause reflections which make reading
difficult.
·
Pastel
colours are preferable to bright neon colours
·
Pictures are
a useful way of making information accessible to people who are deaf, people
with learning disabilities or any customer who has difficulty reading. They can
be used to enhance text or instead of text
·
Always
include a text phone and fax number and accessibility symbols (if appropriate)
on information and flyers, brochures etc.
Section 11
TTY
A
TTY is a an electronic device with a keyboard and a small screen that used by
people who are Deaf, people who are deafened, people who are hard of hearing,
and people with a speech impediment, to communicate via telephone using a
text-based system. If both the caller and the receiver have a TTY, the call can
take place directly person to person.
TTY’s
have been in use for over 25 years. When the first machines were developed in
the 1960s, they were called “TTY’s” (Telephone Teletypes). In the 1970s and
1980s, these devices were improved, made smaller and easier to use, and were
mass-produced. The newer machines were called “TDD’s” (Telecommunication
Devices for the Deaf). TDD appears to limit the use of the device to people who
are Deaf.
In Canada the appropriate term is TTY. The term “ATS” is the correct Quebec French
version to use. TTY is the acronym for teletypewriter or as it is sometimes
referred to, a text telephone.
The
increasing use of e-mail and text messaging, among other technologies, has
broken down many communications barriers. Emerging technologies will bring more
progress in the future and may, in time, supplement the use of TTY’s. At the
moment, however, TTY’s are still the most widely used devices for communicating
with people who cannot use the standard telephone network (Canadian Human Rights
Commission website – 2005-08-03).
A
number of advanced models on the market have additional features such as auto
answer, a printer, memory, and built-in ring flasher. One TTY model is
adaptable to cell phones and another has a larger visual display for deaf-blind
people.
Instead of speaking and listening, people communicate by typing back and forth
to one another. A telephone receiver or handset is placed in the special
acoustic cups built into the TTY (some models can be plugged directly into a
telephone jack). As conversation is typed, the message is sent over the phone
line, just as it would be in a spoken telephone conversation except callers can
read each other’s response on the TTY’s text display.
If one of the parties does not have a TTY, people can still communicate through
a telephone relay operator using a toll-free number. Bell Canada has had a relay-system in place for many years. The
contact number to connect to a Bell Relay Operator is 711 from a TTY or
1-800-855-0511 from a telephone. There is no charge for this service for local
calls.
For information about how to use a TTY and
TTY Etiquette, refer to Ozone Accessibility resource.
Section 12
Accessible |
A general term used to describe something
that can be easily accessed or used by people with disabilities. |
Accessible Formats / Alternate Formats /
Multiple Formats |
An accessible
or alternate format is a format other than print to enable access by a person
with a disability. Common accessible formats include: large
print; audio cassette; Braille; CD/DVD; descriptive video; signed video;
on-screen text / e-text: plain language or easy read. A tactile diagram
or pictograms may be a component of an accessible format document. |
Accommodations |
Accommodations
are measures used to make something accessible to an individual with a
disability by removing a barrier to that person. Some types of
accommodation measures include the provision of assistive devices or
services, and changes to policies, programs or procedures to support a person
with a disability. Accommodations
can be individual or one-off’s, universal or IT-based personalization
systems. |
Adaptive or Assistive Technology (AT) |
Technological tools (computers and
communication devices) that facilitate computer access for people with
disabilities. Technology solutions may involve simple, readily available
adjustments such as using built-in access devices on standard computers, or
unique combinations of software and hardware such as those needed for voice
or Braille output. [U.S. Assistive
Technology Act of 1998] |
Alternative
Input Devices |
Alternative Input Devices enable control of the computer through
means other than a standard keyboard or pointing device: examples include:
smaller or larger keyboards, eye and head operated pointing devices and
“sip-and-suck systems” controlled by breathing. |
American Sign
Language (ASL) - Langue des
signes québécoise (LSQ) - |
In Canada, there are two main sign
languages: American Sign Language (ASL) and Langue des signes
québécoise used by people who are deaf.
These are visual languages with unique vocabulary, grammar, syntax and
social rules of use. Meaning is conveyed through signs that are composed
of specific hand shapes, palm orientation, movement and location of the
hands, and signals on the face and body.
|
Assistive Devices |
Assistive Devices is any item, piece of equipment, or product system, including those
acquired commercially, modified, or customized, used to increase, maintain,
or improve functional capabilities of individuals with disabilities. [U.S. Assistive Technology Act of 1998] |
Augmentative and Alternative
Communication |
Augmentative
and Alternative Communication refers to
any device, system, or method (other than natural speech) that improves or
enhances an individual's ability to communicate including symbol systems,
letter boards, objects of reference systems, speech generating devices and
computer software. |
Barrier |
Barrier is anything that prevents people with
disabilities from participating fully in society because of the disability Barriers may be
visible or non-visible ·
Physical,
architectural, technological barrier ·
Attitudinal
barriers ·
Policy or a
practice barrier ·
Information
or communications barrier |
Braille |
Braille is a series of raised dots that can be
read with the fingers by people who are blind or whose eyesight is not
sufficient for reading printed material. |
Browsealoud |
Browsealoud is
a software program available on liscenced websites for downloading by the
user. It reads aloud what is on the site as the cursor is moved over the
screen. This is used by people with mild vision loss, some forms of learning
disabilities or people with low literacy or reading skills. |
CART (Communication
Access Real-time Captioning) |
CART or
real time captioning is the instant translation of the spoken word into text
using a stenotype machine, notebook computer and real-time software. The text
appears on a computer monitor or other display. This technology is primarily
used by people who are deafened, oral deaf, hard-of-hearing, or have cochlear
implants. |
Clear
Print |
Clear
print is a design approach that considers the needs of people with vision
loss or people with cognitive disabilities or low literacy by focusing on
basic design elements, for example: font style, type size, contrast, and page
navigation. The examples below should be considered for all forms of written
communication including: flyers, notices, newsletters, pamphlets, application
forms and web site pages.
Clear Print uses words, graphics, and white space that follow simple
structures. Choosing words that are of common usage in language and familiar
to the culture of the reader will ensure that everyone is included. |
Described
Video |
Provides
audio descriptions of what appears on a screen in video format, described
video enables someone to hear what is being portrayed visually. |
Disability |
Disability
is defined by the Ontario Human Rights Code definition of “disability”: ·
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 a 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
(“handicap”). |
Discrimination |
The denial of equal treatment in employment, the provision
of goods, services and facilities to the public, and in the administration of
contracts based on prohibited grounds as defined by human rights legislation
(City of Ottawa Equity & Diversity Corporate policy. Disability is one of 16 prohibited grounds
of discrimination defined by the Ontario Human Rights Code. |
Handicap |
A handicap
refers to the environment and not the person; and includes barriers and
situations that place people at a disadvantage in relation to their peers or
broader society. |
Interpreter Sign
Language Interpreters |
Interpreters
facilitate communication between people who use sign language, ASL and LSQ
and people who use spoken languages, i.e. English or French. |
Oral
Interpreters |
Oral Interpreters facilitate communication in group situations where
Deaf, deafened or hard of hearing individuals rely on speech reading. The
oral interpreter mouths the words of the speaker, changing them when
necessary to synonyms that are more visible on the lips. |
Intervener |
An intervener
provides a professional service, paid or voluntary, to facilitate the
interaction of a person who is deaf-blind with other people and the
environment. |
Langue des signes québécoise. LSQ
|
American Sign
Language (ASL) and Langue des signes québécoise are visual languages where meaning is conveyed through
signs composed of specific hand shapes, palm orientation, movement and
location of the hands, and signals on the face and body. ASL and SLQ are distinct languages with
unique vocabulary, grammar, syntax and social rules of use. They are the
primary languages used by Deaf people in Canada. |
On-screen
Keyboards |
On-screen keyboards that are located on the computer screen and
activated by touch or a pointing device, switch or mouse code input system |
Personal
Communication Assistant |
A person chosen
and directed by an individual with a communication disability to assist when
communicating with another person, including face-to-face, written or
telephone situations. |
Plain
Language |
A way of writing
and presenting information and complex messages so that they are easy to
read, understand and use; includes writing to a reading level of grade 4,
eliminating jargon and unnecessary words, using familiar words in a
conversation style, and using of uncomplicated sentence structure and
grammar. |
|
Refreshable Braille Display is
an electronic devices used to read text on
a computer screen through a tactile display of Braille characters. These displays include directional keys
that assist in navigation. |
|
Screen Enlargers are software’s that are used to enable the
text or image to on screen to be larger in size. |
Screen
Readers |
Screen Readers
are software programs that read out loud what is on the computer monitor
through digitized speech. Screen reader programs do not require the use of a
mouse or other devices that require sight.
Jaws is a widely used screen reader program. |
Storyboard |
A Storyboard is a
tool used to provide information through the use of pictures. |
Telephone
Teletypes (TTY) |
A TTY is a an
electronic device with a keyboard and a small screen that used by people who
are Deaf, and some people who are deafened or hard of hearing to communicate
via telephone using a text-based system. |
Universal Design is the design of products and environments to be usable by all people, to the greatest extent possible, without the need for adaptation or specialized design. . |
|
Voice Recognition Systems |
Voice Recognition Systems are computer software programs that
enable people to control their environment, including computers, by voice
instead of a mouse or keyboard. |
Way-Finding is the process of
using spatial and environmental information to find one’s way
in the built environment. |
Section 13
AccessON
Tools and
resources designed to assist organizations comply with AODA accessibility
standards.
MCSS (AODA)
AODA legislation,
accessibility standards, compliance tools and resources, useful tips, including
communication, setting up accessible meetings
http://www.mcss.gov.on.ca/mcss/english/pillars/accessibilityOntario
HRSDC,
Government of Canada: Way with Words
Guidelines for appropriate words to use
when referring to a person with a disability
http://www.hrsdc.gc.ca/eng/disability_issues/reports/way_with_words/page06.shtml
ADDITIONAL SITES LISTED ON OZONE
We encourage you to visit the Accessibility Resource Page on Ozone, where you will find links to internal and
external resources relevant to understanding, disability-related
accommodations, legal requirements, community and government resources, City of
Ottawa by-laws and policies, and significant reports.
These links
include:
For
Appropriate Words and Terminology
Accessibility
Definitions
Provides
definitions of specific disabilities, as well as medical diagnosis that result
in disability, as compiled from disability organizations
Provides
definitions and information on alternate formats
Provides
definitions and information on assistive technologies (computer access).
Legislations
Ontario Human Rights Code
Employment Standards Act
Ontarians with Disabilities Act
Accessibility for Ontarians with Disabilities Act
Tips: How To
Inclusive
Meetings for the Deaf
Dawn
(full version)
Dawn (abridged version)
To
set up an accessible meeting or event. It provides meeting and conference
organizers with practical tips and advice to ensure participation of people
with disabilities.
To
prepare an Accessible Presentation. It provides tips on equal access to
presentations for people with disabilities.
Disability
Access Symbols
Appropriate Icons (Internet source)
Appropriate Icons (file)
Symbols
to help advertise accessible services
Training Tools
Understanding the AODA. An Introduction to the Accessibility for Ontarians with
Disabilities Act, 2005 (AODA)
Support to AODA compliance (MCSS resources)
http://www.accessibilitytoolbox.com/
Accessibility for Municipalities (AMTCO resources)
Section 14
ONTARIO REGULATION 429/07
Made under the
accessibility for ontarians with disabilities act,
2005
Made: July 25, 2007
Filed: July 27, 2007
Published on e-Laws: July 31, 2007
Printed in the Ontario Gazette: August 11, 2007
accessibility standards for customer service
CONTENTS
1. |
Purpose and application |
|
2. |
Effective dates |
|
3. |
Establishment of policies, practices and procedures |
|
4. |
Use of service animals and support persons |
|
5. |
Notice of temporary disruptions |
|
6. |
Training for staff, etc. |
|
7. |
Feedback process for providers of goods or services |
|
8. |
Notice of availability of documents |
|
9. |
Format of documents |
|
10. |
Commencement |
|
Schedule 1 |
Boards, Commissions, Authorities and Agencies |
|
Schedule 2 |
Broader Public Sector |
Purpose
and application
1. (1) This
Regulation establishes accessibility standards for customer service and it
applies to every designated public sector organization and to every other
person or organization that provides goods or services to members of the public
or other third parties and that has at least one employee in Ontario.
(2) In this Regulation,
“designated
public sector organization” means the Legislative Assembly and the offices of
persons appointed on the address of the Assembly, every ministry of the
Government of Ontario, every municipality and every person or organization
listed in Schedule 1 or described in Schedule 2 to this Regulation;
“Provider
of goods or services” means a person or organization to whom this
Regulation
applies.
Effective
dates
2. The
accessibility standards for customer service apply to the designated public
sector organizations on and after January 1, 2010 and to other providers of
goods or services on and after January 1, 2012.
Establishment
of policies, practices and procedures
3. (1) Every
provider of goods or services shall establish policies, practices and
procedures governing the provision of its goods or services to persons with
disabilities.
(2) The
provider shall use reasonable efforts to ensure that its policies, practices
and procedures are consistent with the following principles:
1. The goods or services must be provided in a
manner that respects the dignity and independence of persons with disabilities.
2. The provision of goods or services to persons
with disabilities and others must be integrated unless an alternate measure is
necessary, whether temporarily or on a permanent basis, to enable a person with
a disability to obtain, use or benefit from the goods or services.
3. Persons with disabilities must be given an
opportunity equal to that given to others to obtain, use and benefit from the
goods or services.
(3) Without
limiting subsections (1) and (2), the policies must deal with the use of
assistive devices by persons with disabilities to obtain, use or benefit from
the provider’s goods or services or the availability, if any, of other measures
which enable them to do so.
(4) When
communicating with a person with a disability, a provider shall do so in a
manner that takes into account the person’s disability.
(5) Every
designated public sector organization and every other provider of goods or
services that has at least 20 employees in Ontario shall prepare one or more
documents describing its policies, practices and procedures and, upon request,
shall give a copy of a document to any person.
Use
of service animals and support persons
4. (1) This
section applies if goods or services are provided to members of the public or
other third parties at premises owned or operated by the provider of the goods
or services and if the public or third parties have access to the premises.
(2) If
a person with a disability is accompanied by a guide dog or other service
animal, the provider of goods or services shall ensure that the person is
permitted to enter the premises with the animal and to keep the animal with him
or her unless the animal is otherwise excluded by law from the premises.
(3) If
a service animal is excluded by law from the premises, the provider of goods or
services shall ensure that other measures are available to enable the person
with a disability to obtain, use or benefit from the provider’s goods or
services.
(4) If
a person with a disability is accompanied by a support person, the provider of
goods or services shall ensure that both persons are permitted to enter the
premises together and that the person with a disability is not prevented from
having access to the support person while on the premises.
(5) The
provider of goods or services may require a person with a disability to be
accompanied by a support person when on the premises, but only if a support
person is necessary to protect the health or safety of the person with a
disability or the health or safety of others on the premises.
(6) If
an amount is payable by a person for admission to the premises or in connection
with a person’s presence at the premises, the provider of goods or services
shall ensure that notice is given in advance about the amount, if any, payable
in respect of the support person.
(7) Every
designated public sector organization and every other provider of goods or
services that has at least 20 employees in Ontario shall prepare one or more
documents describing its policies, practices and procedures with respect to the
matters governed by this section and, upon request, shall give a copy of a
document to any person.
(8) In
this section,
“guide dog” means a guide dog as defined in section 1
of the Blind Persons Rights’ Act;
“service animal” means an animal described in subsection
(9);
“support person” means, in relation to a person with
a disability, another person who accompanies him or her in order to help with
communication, mobility, personal care or medical needs or with access to goods
or services.
(9) For the purposes of this section, an
animal is a service animal for a person with a disability,
(a) if it is readily apparent that the animal is
used by the person for reasons relating to his or her disability; or
(b) if the person provides a letter from a
physician or nurse confirming that the person requires the animal for reasons
relating to the disability.
Notice
of temporary disruptions
5. (1) If,
in order to obtain, use or benefit from a provider’s goods or services, persons
with disabilities usually use particular facilities or services of the provider
and if there is a temporary disruption in those facilities or services in whole
or in part, the provider shall give notice of the disruption to the public.
(2) Notice
of the disruption must include information about the reason for the disruption,
its anticipated duration and a description of alternative facilities or
services, if any, that are available.
(3) Notice
may be given by posting the information at a conspicuous place on premises
owned or operated by the provider of goods or services, by posting it on the
provider’s website, if any, or by such other method as is reasonable in the
circumstances.
(4) Every
designated public sector organization and every other provider of goods or
services that has at least 20 employees in Ontario shall prepare a document
that sets out the steps to be taken in connection with a temporary disruption
and, upon request, shall give a copy of the document to any person.
Training
for staff, etc.
6. (1) Every
provider of goods or services shall ensure that the following persons receive
training about the provision of its goods or services to persons with
disabilities:
1. Every person who deals with members of the
public or other third parties on behalf of the provider, whether the person
does so as an employee, agent, volunteer or otherwise.
2. Every person who participates in developing
the provider’s policies, practices and procedures governing the provision of
goods or services to members of the public or other third parties.
(2) The
training must include a review of the purposes of the Act and the requirements
of this Regulation and instruction about the following matters:
1. How to interact and communicate with persons
with various types of disability.
2. How to interact with persons with disabilities
who use an assistive device or require the assistance of a guide dog or other
service animal or the assistance of a support person.
3. How to use equipment or devices available on
the provider’s premises or otherwise provided by the provider that may help
with the provision of goods or services to a person with a disability.
4. What to do if a person with a particular type
of disability is having difficulty accessing the provider’s goods or services.
(3) The
training must be provided to each person as soon as practicable after he or she
is assigned the applicable duties.
(4) Training
must also be provided on an ongoing basis in connection with changes to the
policies, practices and procedures governing the provision of goods or services
to persons with disabilities.
(5) Every
designated public sector organization and every other provider of goods or
services that has at least 20 employees in Ontario shall prepare a document
describing its training policy, and the document must include a summary of the
contents of the training and details of when the training is to be provided.
(6) Every
designated public sector organization and every other provider of goods or
services that has at least 20 employees in Ontario shall keep records of the
training provided under this section, including the dates on which the training
is provided and the number of individuals to whom it is provided.
Feedback
process for providers of goods or services
7. (1) Every
provider of goods or services shall establish a process for receiving and
responding to feedback about the manner in which it provides goods or services
to persons with disabilities and shall make information about the process
readily available to the public.
(2) The
feedback process must permit persons to provide their feedback in person, by
telephone, in writing, or by delivering an electronic text by email or on
diskette or otherwise.
(3) The
feedback process must specify the actions that the provider of goods or services
is required to take if a complaint is received.
(4) Every
designated public sector organization and every other provider of goods or
services that has at least 20 employees in Ontario shall prepare a document
describing its feedback process and, upon request, shall give a copy of the
document to any person.
Notice
of availability of documents
8. (1) Every
designated public sector organization and every other provider of goods or
services that has at least 20 employees in Ontario shall notify persons to whom
it provides goods or services that the documents required by this Regulation
are available upon request.
(2) The
notice may be given by posting the information at a conspicuous place on
premises owned or operated by the provider, by posting it on the provider’s
website, if any, or by such other method as is reasonable in the circumstances.
Format
of documents
9. (1) If
a provider of goods or services is required by this Regulation to give a copy
of a document to a person with a disability, the provider shall give the person
the document, or the information contained in the document, in a format that
takes into account the person’s disability.
(2) The
provider of goods or services and the person with a disability may agree upon
the format to be used for the document or information.
Commencement
10. This
Regulation comes into force on January 1, 2008.
Schedule 1
Boards, Commissions, Authorities and Agencies
1. Agriculture, Food and Rural Affairs Appeal
Tribunal.
2. Agricorp.
3. Alcohol and Gaming Commission of Ontario.
4. Algonquin Forestry Authority.
5. Assessment Review Board.
6. Board of negotiation continued under
subsection 27 (1) of the Expropriations Act.
7. Cancer Care Ontario.
8. The Centennial Centre of Science and
Technology.
9. Child and Family Services Review Board.
10. College Compensation and Appointments Council.
11. Each community care access corporation as
defined in section 1 of the Community Care Access
Corporations Act, 2001.
12. Consent and Capacity Board.
13. Conservation Review Board.
14. Criminal Injuries Compensation Board.
15. Crown Employees Grievance Settlement Board.
16. Custody Review Board.
17. Deposit Insurance Corporation of Ontario.
18. Echo: Improving Women’s Health in Ontario.
19. Education Quality and Accountability Office.
20. Environmental
Review Tribunal.
21. Financial
Services Commission of Ontario.
22. Financial
Services Tribunal.
23. Fire
Marshal's Public Fire Safety Council.
24. Fire Safety Commission.
25. Greater Toronto Transit Authority.
26. Greater Toronto Transportation Authority.
27. Health Professions Appeal and Review Board.
28. Health Professions Regulatory Advisory
Council.
29. Health Services Appeal and Review Board.
30. Human Rights Tribunal of Ontario.
31. Landlord and Tenant Board.
32. Legal Aid Ontario.
33. Licence Appeal Tribunal.
34. Liquor Control Board of Ontario.
35. Each local health integration network as
defined under section 2 of the Local Health System
Integration Act, 2006.
36. McMichael Canadian Art Collection.
37. Metropolitan Toronto Convention Centre
Corporation.
38. Niagara Escarpment Commission.
39. Niagara Parks Commission.
40. Normal Farm Practices Protection Board.
41. Office of the Employer Adviser.
42. Office of the Worker Adviser.
43. Ontario Civilian Commission on Police
Services.
44. Ontario Clean Water Agency.
45. Ontario Educational Communications Authority.
46. Ontario Electricity Financial Corporation.
47. Ontario Energy Board.
48. Ontario Farm Products Marketing Commission.
49. Ontario Film Review Board.
50. Ontario Financing Authority.
51. Ontario Food Terminal Board.
52. Ontario French-language Educational
Communications Authority.
53. Ontario Health Quality Council.
54. Ontario Heritage Trust.
55. Ontario Highway Transportation Board.
56. Ontario Human Rights Commission.
57. Ontario Infrastructure Project Corporation.
58. Ontario Labour Relations Board.
59. Ontario Lottery and Gaming Corporation.
60. Ontario Media Development Corporation.
61. Ontario Mental Health Foundation.
62. Ontario Municipal Board.
63. Ontario Northland Transportation Commission.
64. Ontario Parole and Earned Release Board.
65. Ontario Pension Board.
66. Ontario Place Corporation.
67. Ontario Police Arbitration Commission.
68. Ontario Racing Commission.
69. Ontario Realty Corporation.
70. Ontario Review Board.
71. Ontario Securities Commission.
72. Ontario Special Education Tribunal (English).
73. Ontario Special Education Tribunal (French).
74. Ontario Tourism Marketing Partnership
Corporation.
75. Ontario Trillium Foundation.
76. Ottawa Congress Centre.
77. Owen Sound Transportation Company.
78. Pay Equity Hearings Tribunal.
79. Pay Equity Office.
80. Province of Ontario Council for the Arts.
81. Public Service Grievance Board.
82. Royal Ontario Museum.
83. St. Lawrence Parks Commission.
84. Science North.
85. Smart Systems for Health Agency.
86. Social Assistance Review Board.
87. Social Benefits Tribunal.
88. Soldiers’ Aid Commission.
89. Trillium Gift of Life Network.
90. Walkerton Clean Water Centre.
91. Workplace Safety and Insurance Appeals
Tribunal.
92. Workplace Safety and Insurance Board.
Schedule 2
broader public sector
1. Every district school board as defined in
section 1 of the Education Act.
2. Every hospital as defined in section 1 of the Public Hospitals Act.
3. Every college of applied arts and technology
established under the Ontario Colleges of Applied Arts and
Technology Act, 2002.
4. Every university in Ontario, including its
affiliated and federated colleges, that receives operating grants from the
Government of Ontario.
5. Every public transportation organization in
Ontario, including any municipally operated transportation services for persons
with disabilities, that provides services for which a fare is charged for
transporting the public by vehicles that are operated,
i. by, for or on behalf of the Government of
Ontario, a municipality, a local board of a municipality or a transit or
transportation commission or authority,
ii. under an agreement between the Government of
Ontario and a person, firm, corporation, or transit or transportation
commission or authority, or
iii. under an agreement between a municipality and
a person, firm, corporation or transit or transportation commission or
authority.