Accessible Customer Service

Accessibility

The Accessibility of Ontarians with Disabilities Act, 2005 (AODA) is a law passed by the Ontario legislature that allows the government to develop specific standards of accessibility and to enforce them. The standards are made into laws called regulations, and they provide the details to help meet the goal of the AODA. The AODA is the foundation on which the standards are built. The purpose of developing and implementing accessibility standards is to identify, remove and prevent barriers for people with disabilities in key areas of daily living. Under the AODA the Accessibility Standards for Customer Service is the first standard developed to become law (Regulation 429/07) which became law on January 1, 2008. Public sector organizations were required to comply by January 1, 2010 while other providers of goods or services are required to comply by January 1, 2012.

The standards set requirements in a number of key areas and will be reviewed at least every five (5) years. New requirements may be added. The goal of the Act is to make the Province of Ontario completely accessible by 2025.

Accessibility Standards

Businesses and organizations that provide goods and services to people in Ontario will have to meet certain accessibility standards in five (5) key areas:

Customer Service

Transportation

Information and Communications

Built Environment Standards

Employment

Currently, the Customer Service Standard is the only AODA standard to become law. The other four (4) standards are in various stages of development.

The Town of Innisfil is committed to working towards being compliant with all of the standards under the AODA as they are introduced.

The Town of Innisfil’s Accessible Customer Service Policy

The Town of Innisfil has developed an Accessible Customer Services Policy (Download PDF). This policy was approved by Council on November 25, 2009. The Accessible Customer Service Policy demonstrates the Town’s commitment to sound governance, accountability and focus on service excellence.

The Town of Innisfil’s policy is consistent with the following principles:

The Town's goods or services shall be provided in a manner that respects the dignity and independence of persons with disabilities;

the provision of goods or services to persons with disabilities and others shall 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 and,

Persons with a disability shall be given an opportunity equal to that given to others to obtain, use and benefit from the goods or services.\

The policy includes information on the following:

Providing good and services to people with disabilities

Communication

Use of service animals, support persons and assistive devices

Notice of planned and unexpected service disruptions

Staff training

Feedback process

Format of Town documents

Notice of availability of documents

Accessible Customer Service Training

Town of Innisfil employees, contractors, vendors and volunteers are required to complete training which includes:

The purpose of the Act

How to interact with people with various disabilities

How to interact with people who may use an assistive device or the assistance of a support person, guide dog or other service animal to access goods and/or services at the Town

How to use assistive devices available on the premises

What to do if a person with a disability is having difficulty accessing services

Details of the Town of Innisfil’s Accessible Customer Service policy, procedures and practices

Feedback

The Town of Innisfil welcomes public input and comments on the provision of goods or services to persons with disabilities. Feedback helps identify areas where changes need to be considered and ways in which we can improve the delivery of accessible goods and services. Feedback may be provided by telephone, in person, in writing, by e-mail or by filling the online form.

Customer Feedback on Accessibility Online Form

Please direct feedback to:

The Town of Innisfil
Attention: Director of Legal Services/Clerk
2101 Innisfil Beach Road
Innisfil, Ontario
L9S 1A1
Fax: 705-431-7652
Phone: (705) 436-3740 Email: accessibility@innisfil.ca

Notice of Service Disruptions

n the event of a planned service disruption to facilities, services or systems, the Town of Innisfil will provide notice of the disruption in advance.

The notice will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities, services or systems that may be available.

Notice may be given by posting the information in visible places, including the Town’s webpage, or by such other method or means as is reasonable under the circumstances.

In the event of an unexpected disruption, the Town shall provide notice as soon as possible.

Current service disruption notices can be found at the Service Disruption Page.

What Businesses Have to do to Comply With the Accessible Standards Customer Service

find out more on the requirements of businesses under the legislation and how to comply, please:

1. Visit: www.AccessON.ca/compliance
2. Call 1-866-515-2025, TTY: (416) 325-2408, TTY Toll Free: 1-800-268-7095
3. or Fax: (416) 325-3407

Additional Information

Accessibility for Ontarians with Disabilities

How to comply with the standard

Regulation