OANHSS - Accessible Customer Service Policy & Procedures

1. Our policy
 
OANHSS is committed to excellence in serving all customers including persons with disabilities.


2. Providing goods and services to persons with disabilities

2.1. Communicating 
 
Should OANHSS receive a request to provide a person with a disability with a document or information, the communication needs of the person with a disability will be considered and OANHSS will endeavour to provide the information in a format that takes into account the person's disability and that respects their dignity and independence.

We will train staff on how to interact and communicate with persons with various types of disabilities.  Training will include what to do if a person with a disability is having difficulty in accessing OANHSS' goods and services.
 

2.2. Assistive Devices

We are committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our goods and services.

Persons with disabilities will always be permitted to use the devices that accompany them in order to access our goods and services.

Should assistive devices or other support/services need to be rented or purchased, the cost shall be the responsibility of  the individual. If requested in advance, OANHSS staff will do their best to assist in sourcing the rental or purchase of the assistive device or other support/service.

We will train staff, as appropriate, so that they are familiar with various assistive devices that may be used by persons with disabilities while accessing our goods and services. 


2.3. Service Animals

 
We are committed to welcoming persons with disabilities who are accompanied by a service animal on the parts of our premises or rented venues that are open to the public and other third  parties. 

Should another OANHSS customer and/or staff member be allergic to the service animal, the best reasonable compromise shall be sought.

We will train staff in how to interact with persons with disabilities who are accompanied by a service animal. 

OANHSS staff or representatives will assist in locating outdoor space (if needed) and water for the service animal.

It is the responsibility of the person using the service animal  to ensure that the service animal is kept in control at all times.


2.4. Support Persons
 
We are committed to welcoming persons with disabilities who are accompanied by a support person.  At no time will a person with a disability be prevented from having access to his or her support person while on our premises or while at one of our venues.
 
In support of persons with disabilities who are accompanied by a support person, support persons will not be charged if attending an OANHSS event.   However, support persons will be deemed not to have attended the courses, workshops or events for purposes of education unless event fees are paid in full.

We will train staff in how to interact with persons with disabilities who are accompanied by a support person.  


3. Notice of Temporary Disruption

 
OANHSS will provide notice in the event of a planned or unexpected disruption in the facilities or services usually accessed by persons with disabilities.  This notice will include information  about the reason for the disruption, the anticipated duration, and a description of alternative facilities or services available, if any.
 
The notice will be communicated directly to those affected and, if deemed necessary, it will be placed on OANHSS' website. 


4. Availability of Documents

Notice of the availability of all documents required by the Accessibility Standards for Customer Service will be posted on OANHSS' website and available through the Association's office.  
 

5. Training of Staff & Representatives
 
OANHSS will provide training to all employees as required by the Act.  Training will be  provided as soon as possible to new employees and will include:

  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • How to interact and  communicate with persons with various types of disabilities
  • Assistive devices
  • Service animals and support persons
  • What to do if problems accessing goods/services
  • OANHSS' Accessible Customer Service policies & procedures

Training will be updated should changes be made to these policies and procedures.


6. Feedback Process / Questions
 
OANHSS welcomes feedback, including feedback about the delivery of goods and services to persons with disabilities.  Feedback, questions and responses will be documented.  All requests for responses will be met in a timely manner.

Feedback and questions can be submitted as follows:

 

In writing to:         

 

By email to:     


By phone to:   

OANHSS
Attention: Althea Whyte, Manager of Finance and Administration
7050 Weston Road, Suite 700
Woodbridge, ON L4L 8G7

Althea Whyte, Manager of Finance and Administration
awhyte@oanhss.org

Althea Whyte, Manager of Finance and Administration
(905) 851-8821 ext. 222