Accessibility Standards for Customer Service

As of January 1st, 2012 private and not-for-profit organizations must be in compliance with the Accessibility Standards for Customer Service. The WWCFDC adheres to the following policies, practices, and procedures for customer service set out within the Accessibility for Ontarians with Disabilities Act (AODA):173img1Provision of Goods & Services

  • WWCFDC staff must ensure that policies, practices, and procedures are consistently followed with every individual with a disability. Staff must use reasonable efforts to ensure that the core principles of independence, dignity, integration, and equality of opportunity are consistently adhered to throughout the development of policies and procedures as well as practiced routinely during daily business operations.
Assistive Devices
  • The WWCFDC will allow any person with a disability to use their own personal assistive device(s) on premises owned or operated by the WWCFDC or during a WWCFDC sanctioned event. Examples of personal assistive devices include wheelchairs and walkers, canes, note-taking devices such as voice recorders, and personal oxygen tanks.
Communication
  • It is important the WWCFDC staff adapt communication approaches accordingly if an individual’s disability has been disclosed and requires an alternate relay of information in order to serve the individual in the best possible way.
Service Animals
  • WWCFDC staff will ensure that any person with a disability be allowed to be accompanied by their guide dog or service animal while on premises owned or operated by the WWCFDC or at WWCFDC sanctioned events. If a service animal is excluded by another law, the organization will use other measures to provide services to the person with a disability.
Support Person
  • WWCFDC staff will ensure that any person with a disability who uses a support person be permitted to bring that person with them while accessing goods or services while on premises owned or operated by the WWCFDC or at WWCFDC sanctioned events.
Admission Fees, Advanced Notice
  • Where admission fees are charged, the WWCFDC will provide advance notice of what admission, if any, would be charged for a support person of a person with a disability.
Temporary Disruption in Service
  • WWCFDC staff will ensure that any client with a disability that has scheduled services is notified as soon as possible when a temporary disruption in service has occurred.
Training, Interaction with the Public
  • WWCFDC must train staff, volunteers, contractors, and any other people who interact with the public or third parties on behalf of WWCFDC on a number of topics as outlined in the Customer Service Standard. This training must include instruction on how to interact with people with disabilities who use assistive devices or require the assistance of a guide dog, other service animal, or support person.
Training, Development of Policies
  • WWCFDC must train staff, volunteers, contractors, and any other people who are involved in developing WWCFDC policies, practices, and procedures on the provision of goods or services on a number of topics as outlined in the Customer Service Standard.
Feedback
  • WWCFDC has established a process for people to provide feedback on how staff of the WWCFDC provide goods or services to people with disabilities as well as how the WWCFDC responds and takes action to any feedback.