ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES (AODA) USERS: All HMC Team Members and Third Parties

Transcription

1 ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES (AODA) USERS: All HMC Team Members and Third Parties POLICY In accrdance with the Accessibility Standards fr Custmer Service, Ontari Regulatin 429/07, this plicy addresses the fllwing: 1. The Prvisins f Gds and Services t Persns with Disabilities 2. The Use f Assistive Devices 3. The Use f Guide Dgs, Service Animals and Service Dgs 4. The Use f Supprt Persns 5. Ntice f Service Disruptins 6. Custmer Feedback 7. Training 8. Ntice f Availability and Frmat f Required Dcuments The Prvisins f Gds and Services t Persn with Disabilities HMC will make every reasnable effrt t ensure that its plicies, practices and prcedures are cnsistent with the principles f dignity, independence, integratin and equal pprtunity by: Ensuring that all Custmers received the same value and quality; Allwing Custmers with disabilities t d things in their wn way, at their wn pace when accessing gds and services as lng as this des nt present a safety risk; Using alternative methds when pssible t ensure that Custmers with disabilities have access t the same services, in the same place and in a similar manner; Taking int accunt individual needs when prviding gds and services; and Cmmunicating in a manner that takes int accunt the custmer s disability. Assistive Devices Persns with disabilities may use their wn assistive devices as required when accessing gds r services prvided by HMC. In cases when the assistive device presents a safety cncern r where accessibility might be an issue, ther reasnable measures will be used t ensure the access f gds and services. Fr example where elevatrs are nt present and where an individual requires assistive devices fr the purpses f mbility, service will be prvided in a lcatin that meets the needs f the custmer. Guide Dgs, Service Animals and Service Dgs A Custmer with a disability that is accmpanied by guide dg, service animal r service dg will be allwed access t premises that are pen t the public unless therwise excluded by law. Fd Service Areas: A Custmer with a disability that is accmpanied by guide dg r service dg will be allwed access t fd service areas that are pen t the public unless therwise excluded by law. Operatinal Plicies 1

2 Recgnizing a Guide Dg, Service Dg and/r Service Animal: If it is nt readily apparent that the animal is being used by the Custmer fr reasns related t his/her disability, the Cmpany may request verificatin frm the Custmer. Verificatin may include: A letter frm a physician r nurse cnfirming that the persn requires the animal fr reasns related t the disability; A valid identificatin card signed by the Attrney General f Canada; r, A certificate f training frm a recgnized guide dg r service animal training schl. Care and Cntrl f the Animal: The Custmer that is accmpanied by a guide dg, service dg and/r service animal is respnsible fr maintaining care and cntrl f the animal at all times. Allergies If a health and safety cncern presents itself fr example in the frm f a severe allergy t the animal, the Cmpany will make all reasnable effrts t meet the needs f all individuals. Supprt Persns If a Custmer with a disability is accmpanied by a supprt persn, HMC will ensure that bth persns are allwed t enter the premises tgether and that the Custmer is nt prevented frm having access t the supprt persn. There may be times where seating and availability prevent the custmer and supprt persn frm sitting beside each ther. In these situatins the Cmpany will make every reasnable attempt t reslve the issue. In situatins where cnfidential infrmatin might be discussed, cnsent will be btained frm the Custmer, prir t any cnversatin where cnfidential infrmatin might be discussed. Ntice f Disruptin in Service Service disruptin may ccur due t reasns that may r may nt be within the cntrl r knwledge f HMC. In the event f any temprary disruptins t facilities r services that Custmers with disabilities rely n t access r use HMC gds and services, reasnable effrts will be made t prvide advance ntice. In sme circumstances such as in the situatin f unplanned temprary disruptins, advance ntice may nt be pssible. Ntificatins will include: In the event that a ntificatin needs t be psted the fllwing infrmatin will be included unless it is nt readily available r knwn: Gds r services that are disrupted r unavailable Reasn fr the disruptin Anticipated duratin A descriptin f alternative service f ptins 2 Operatinal Plicies

3 Ntificatins Optins: When disruptins ccur HMC will prvide ntice by: Psting ntices in cnspicuus places including at the pint f disruptin, at the main entrance and the nearest accessible entrance t the service disruptin. Verbally ntifying custmers when they are making an appintment; r By any ther methd that may be reasnable under the circumstances Feedback Prcess HMC shall prvide Custmers with the pprtunity t prvide feedback n the service prvided t Custmers with disabilities. Infrmatin abut the feedback prcess will be readily available t all Custmers and ntice f the prcess will be made available. Feedback frms alng with alternate methds f prviding feedback such as verbally (in persn r by telephne) r written (hand delivered, website r ), will be available upn request. Custmers can submit feedback t: Hin Mtrs Canada, Ltd. Attn: Human Resurces 1000 Ridgeway Rad Wdstck, ON N4V 1E2 (519) Custmers wh wish t prvide feedback by cmpleting an nsite custmer feedback frm r verbally can d s t any HMC Team Member. Custmers that prvide frmal feedback will receive acknwledgement f their feedback, alng with any resulting actins based n cncerns r cmplaints that were submitted. Training Training will be prvided t: All Team Members, Agents and/r Cntractrs wh deal with the public r ther Third Parties that act n behalf f HMC fr example: Salespersns, Drivers, Vendrs, Event Operatrs and ther Third Parties; and Thse wh are invlved in the develpment and apprval f custmer service plicies, practices and prcedures. Training Prvisins: As reflected in Ontari Regulatin 429/07, regardless f the frmat, training will cver the fllwing: A review f the purpse f the Accessibility fr Ontarians with Disabilities Act, A review f the requirements f the Accessibility Standards fr Custmer Service, Ontari Regulatins 429/07. Instructins n hw t interact and cmmunicate with peple with varius types f disabilities. Instructins n hw t interact with peple with disabilities wh Use assistive devices; Require the assistance f a guide dg, service dg r ther service animal; r Require the use f a Supprt Persn. Operatinal Plicies 3

4 Instructins n hw t use equipment r devices that are available at ur premises r that we prvide that may help peple with disabilities. Instructins n what t d if a persn with a disability is having difficulty accessing yur services. HMC s plicies, prcedures and practices pertaining t prviding accessible custmer service t Custmers with disabilities. Training Schedule: HMC will prvide training as sn as practicable. Training will be prvided t new Team Members, Agents and/r Cntractrs wh deal with the public r act n ur behalf. Revised training will be prvided in the event f changes t legislatin, prcedures and/r practices. Recrd f Training: HMC will keep recrd f training that includes the dates f training was prvided and the number f Team Members wh attended the training. Ntice f Availability HMC shall ntify custmers that the dcuments related t the Accessibility Standard fr Custmer Service are available upn request and in a frmat that takes int accunt the custmer s disability. Ntificatin will be given by psting the infrmatin in a cnspicuus place wned and perated by HMC. This plicy and its related prcedures will be reviewed as required in the event f legislative changes. The sectin f this plicy that addresses the use f guide dgs, service animals and service dgs nly applies t the prvisin f gds and services that take place at premises wned and perated by HMC. DEFINITIONS The AODA and Ontari Regulatins 429/07 cntains and refers t varius definitins that are relevant t this plicy, such as: Disability Any degree f physical disability, infirmity, malfrmatin r disfigurement that is caused by bdily injury, birth defect r illness and, withut limiting the generality f the freging, includes diabetes mellitus, epilepsy, a brain injury, any degree f paralysis, amputatin, lack f physical c-rdinatin, blindness r visual impediment, deafness r hearing impediment, muteness r speech impediment, r physical reliance n a guide dg r ther animal r n a wheelchair f ther remedial appliances r device. A cnditin f mental impairment r a develpmental disability A learning disability, r dysfunctin in ne r mre f the prcesses invlved in under standing r using symbls r spken language A mental disrder, r An injury r disability fr which benefits were claimed r received under the insurance plan established under the Wrkplace Safety and Insurance Act, Operatinal Plicies

5 Barriers is anything that prevents a persn with a disability frm fully participating in all aspects f sciety because f his r her disability. Such barriers include; attitudinal, infrmatin r cmmunicatin, technlgy, rganizatinal, architectural r physical. Guide Dg is a highly trained wrking dg that has been trained at ne f the facilities listed in Ontari Regulatin 58 under the Blind Persns Rights Act, t prvide mbility, safety and increased independence fr peple wh are blind. Service Animal as reflected in Ontari Regulatin 429/07, an animal is a service animal fr a persn with a disability if; it is readily apparent that the animal is used by the persn fr reasns related t his/her disability, if the persn prvides a letter frm a physician r nurse cnfirming that the persn requires the animal fr reasns related t the disability. Supprt Persn as reflected in Ontari Regulatin 429/07, a Supprt Persn means in relatin t a persn with a disability, anther persn wh accmpanies him/her in rder t help with cmmunicatin, mbility, persnal care, medical needs r access t gds and services. Operatinal Plicies 5