Accessibility Standards for Customer Service PolicyPolicy statement Approved By: City Council Policy statementThe City of Ottawa is committed to providing equal treatment to people with disabilities with respect to the use and benefit of City services, programs, and goods in a manner that respects their dignity and that is equitable in relation to the broader public. PurposeThe objective of this Policy is to provide guidelines for the delivery of City services to people with disabilities, in compliance with requirements of the Accessibility Standards for Customer Service, O. Reg. 429/07 (see Appendix A), made under the Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c. 11.
ApplicationThis Policy applies to all City employees, volunteers, and third party contractors who deal with the public on behalf of the City, and those who are involved with City policy development. Federally regulated transportation services, such as OC Transpo, are bound by the federal codes of practice on accessibility, therefore, the Accessibility Standards for Customer Service – ON Regulation 429/07 is not applicable. Policy requirementsPrinciplesCity services, programs and goods are to be provided to people with disabilities in a manner that:
*Accommodate is defined as modifying the delivery of City services, programs, and goods to make them accessible to persons with disabilities. Assistive devices Assistive devicesCity employees, volunteers and third party contractors shall accommodate the use of personal assistive devices such as scooters and Braille display boards. Assistive devices including, but not limited to, Assistive Listening Devices and FM Loop systems that are available for access to specific services and programs shall be kept in good working order and the public shall be informed of their availability. Service animalsCity employees, volunteers and third party contractors shall accommodate the use of service animals by people with disabilities who are accessing City services or goods unless the animal is otherwise excluded by law, such as food preparation areas as prohibited by Food Premises, R.R.O. 1990, Reg. 562 under the Health Protection and Promotion Act, R.S.O. 1990, c. H.7. See Definitions for a detailed description of Service Animals. Support personsWhere a person with a disability accessing City goods or services is accompanied by a support person, City employees, volunteers and third party contractors shall ensure that both persons are permitted to enter the premises together and shall ensure that the person with a disability can access the support person while on the premises. See Definitions for a detailed description of Support Persons. Admission feesIf the City charges an admission fee in connection with a support person’s presence at an event or function, the City shall ensure that notice is given in advance about the amount, if any, that is payable in respect of the support person accompanying a person with a disability.
CommunicationWhen communicating with a person with a disability, City employees, volunteers and third party contractors shall do so in a manner that respects the person’s disability. Guidelines for communicating with people who have various types of disabilities are provided in the City’s Accessibility Training for Customer Service – Reference Guide (2009) (see Appendix B). TerminologyWhen referring to people with disabilities, City employees, volunteers and third party contractors shall use terminology that adheres to guidelines provided in the City of Ottawa’s Accessibility Training for Customer Service – Reference Guide (2009) (see Appendix B). Notice of service disruptionIn the event that there is a temporary disruption in the availability of facilities, services or goods used by persons with disabilities (e.g., temporary loss of elevator service), the City shall give notice to the public of the reason for the disruption, the date(s) of disruption, its anticipated duration and a description of alternative facilities or services, if any, that are available. Such notice may be provided by a variety of methods, depending on the circumstances, and may include postings in conspicuous places at the affected premises, other City facilities, and the City's website (www.ottawa.ca), as well as by other means that will ensure that the notice reaches those persons potentially affected by the temporary disruption. TrainingAll employees and volunteers who deal with the public on behalf of the City and who are involved in City policy development shall receive training on accessible customer service. This includes information on the Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c. 11 and the requirements of the Accessibility Standards for Customer Service, O. Reg. 429/07 as they pertain to the City. Accessibility training shall also be made available to other staff as determined by their Managers. Managers and supervisors shall determine the appropriate method of training based on the employee’s roles and responsibilities. Training shall utilize the material in the City of Ottawa’s Accessibility Training for Customer Service – Reference Guide (2009) (Training & Rollout Plan) and material provided by the Corporate Accessibility Office. Managers and supervisors shall ensure that training records are maintained, including dates when training is provided, the number of employees who received training and that individual training records are entered into SAP.
Third party contractors shall be required to demonstrate to the City that they are in compliance with the AODA Customer Service Standard training. FeedbackFeedback about how services are delivered to people with disabilities shall be invited, forwarded to the appropriate personnel, responded to, documented and tracked. Feedback shall be collected by phone and TTY at 3-1-1, by e-mail (accessibilityoffice@ottawa.ca) and in person at any of the City’s service locations. DocumentationDocumentation that describes this Policy and each of its requirements shall be maintained on the City’s website ( www.ottawa.ca ) and provided to individuals, upon request, in the appropriate format. ResponsibilitiesThe Corporate Accessibility Office is responsible for reviewing this Policy annually and recommending amendments to ensure on-going compliance with regulated accessibility standards and legislated obligations.
Monitoring/contraventionsSupervisors and managers will monitor current practices to ensure compliance. ReferencesCity of Ottawa, Municipal Accessibility Plan (COMAP)
Legislative and administrative authoritiesAccessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c. 11 DefinitionsDisability – is defined, per Section 2 of the Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c. 11 and the Human Rights Code, R.S.O. 1990, c. H.19, as follows:
Service Animals – are defined, per Section 4(9) of the Accessibility Standards for Customer Service, O. Reg. 429/07, as follows:
Support Person – is defined, per Section 4(8) Accessibility Standards for Customer Service, O. Reg. 429/07, as follows:
Note: For more definitions relevant to accessible customer services, see Appendix B, City of Ottawa, Accessibility Training for Customer Service – Reference Guide (2009).
Keyword searchAccessibility EnquiresFor further information regarding this Policy, contact: AppendicesAppendix A: Accessibility Standards for Customer Service, ON Regulation 429/07 |
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