Accessibility Policy

Customer Service Accessibility Plan: Overview

Accessibility is a right. People with any kind of disability — whether physical, sensory, cognitive, psychological, learning, or other — deserve the same level of service as anyone else.

We strive to ensure our services and resources adhere to principles of dignity, independence, integration and equal opportunity.

Accessibility of web resources

We provide digital information in formats that are accessible to as many people as possible. This website conforms to WCAG 2.1 Level AA.

Accessibility of print

We provide print information in formats that are as accessible to as many people as possible. On request, we will provide documents in a format that best matches a client's individual accessibility needs.

Accessibility of in-person communication

We are committed to communicating with people in ways that account for their abilities and disabilities. All staff and associates are expected to know how to interact with people with various types of disabilities.

Assistive devices

We are committed to serving people who use assistive devices in ways that allow them to benefit from all of our services and resources.

Training for staff and associates

All staff and associates are expected to understand the requirements of the Accessibility for Ontarians with Disabilities Act (2005) (AODA), and the requirements of the Customer Service Standard. Training includes:

• An overview of the AODA.
• A review of our accessible customer service plan.
• A review of how to interact and communicate with people with different types of disabilities.
• A review of how to interact with people who use assistive devices, service animals, or support people.
• A review of what to do if a person with a disability is having difficulty accessing our services and resources.
• A review of any changes made to our Accessible Customer Service Plan.

Modifications to this policy

This policy may be updated at any time without notice. We will make no changes to this policy before considering the impacts on people with disabilities. Any section of this policy that does not respect and promote the dignity and independence of people with disabilities will be amended.

Questions about this policy

Our goal is to provide exemplary accessible services. Comments on how well we are meeting this goal are welcome. Feel free to provide feedback on the accessibility of our services, or to seek clarifications about this policy.

You can expect to receive a reply within ten business days.

Updated: 28 December 2023.