Accessibility for Ontarians with Disabilities


Customer Service Policy

The purpose of this policy is to address the accessibility requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07 (the standard) under the Accessibility for Ontarians with Disabilities Act, 2005 (the AODA).

The AODA is a provincial act that was passed with the purpose of developing, implementing and enforcing accessibility standards in order to achieve accessibility for Ontarians with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises.

Toronto North Support Services is committed to meeting the requirements of the Accessibility Standards for Customer Service by providing goods and services in a way that respects the dignity and independence of people with disabilities. The organization will use all reasonable efforts to ensure its policies, practices and procedures are consistent with the spirit and requirements of the standard.

This policy applies to all staff members at the organization.

Communication with Persons with Disabilities
Staff members will communicate with people with disabilities in a manner that takes into account their disability.

Assistive Devices
People with disabilities may provide their own assistive devices for the purposes of obtaining, using and benefiting from the organization’s services that are made available to the public.

Service Animals
The organization welcomes people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public. If a service animal is excluded by law from the premises, the organization will ensure that alternate means are available to enable the person with a disability to access our programs and services.

Support Persons
The organization welcomes people with disabilities who are accompanied by a support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises. In the event that a fee is charged in relation to a support person’s presence on the premises or to attend an organization-sponsored event, advanced notice of the fee will be provided.

Notice of Temporary Disruption
The organization will make reasonable efforts to provide notice in the event of a planned or unexpected disruption in the facilities or services where they have control over such facilities or services. This notice will include information about the reasons for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The organization will provide notice by posting information in visible places on our premises or on our web site, or by any other method that may be reasonable under the circumstances.

Training for Staff
The organization will provide training to all employees, volunteers and others who deal with the public on their behalf, and all those who are involved in the development and approval of customer service policies, practices and procedures. Training will be provided as soon as practicable after an individual assumes responsibilities related to the public and will include the following:

  • An overview of the AODA and the requirements of the standard
  • Information regarding the organization’s policies, practices and procedures relating to the standard
  • How to interact and communicate with people with various types of disabilities
  • What to do if a person with a particular type of disability is having difficulty accessing your goods or services
  • How to interact with people with disabilities who use an assistive device, service animal or support person
  • How to use the equipment or assistive devices that may be available at the organization

The amount and format of training will be tailored to suit each person’s interactions with the public or his/her involvement in the development of policies, procedures and practices pertaining to the provision of goods and services. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Feedback Process
Feedback is welcomed as it encourages continuous service improvements. Feedback from a member of the public about the delivery of goods and services to persons with disabilities may be given:
By mail: 2-132 Railside Rd., North York ON, M3A 1A3
By e-mail: info@tnss.ca
By telephone: 416-499-5969 extension 0.

Availability of Documents Required by the Standard
Documents required by the standard are available upon request. When providing a document to a person with a disability, the organization will work with the individual to determine options in order to provide the document or the information contained in the document in a format that takes the person’s disability into account.