AODA - Integrated Accessibility Standards Regulation (IASR) Customer Service Policy
Intent
Stevenville Garden Gallery is is committed to the provision of goods and services to people with disabilities in a manner consistent with the principles of dignity, independence, integration, and equal opportunity.
Furthermore, such goods and services will be provided in accordance with the spirit and intent of all applicable legislation including the Accessibility for Ontarians with Disability Act (AODA), the Ontario Human Rights Code (OHRC), the Occupational Health and Safety Act, and the Ontario Building Code Act.
For the purposes of this policy, the following terms are defined as:
Definitions
Assistive Device– Is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.
Disability – The term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:
• Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
• A condition of mental impairment or a developmental disability;
• A learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
• A mental disorder; or
• An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
Guide Dog – Is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons' Rights Act, to provide mobility, safety and increased independence for people who are blind.
Service Animal – an animal is a service animal for a person with a disability if:
1. the animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, as a result of visual indicators such as the vest or harness worn by the animal; or
2. the person provides documentation from one of the following regulated health professionals confirming that the person requires the animal for reasons relating to the disability:
o A member of the College of Audiologists and Speech-Language Pathologists of Ontario; College of Occupational Therapists of Ontario, College of Optometrists of Ontario, College of Physicians and Surgeons of Ontario, College of Physiotherapists of Ontario or a member of the College of Chiropractors of Ontario; College of Nurses of Ontario, College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario
Service Dog – As reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other than a guide dog for the blind is a service dog if:
• It is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability; or
• The person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.
Support Person – As reflected in Ontario Regulation 429/07, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.
Guidelines
In accordance with the Customer Service Standards, this policy addresses the following:
A. The Provision of Goods and Services to Persons with Disabilities
Stevenville Garden Gallery will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:
• Ensuring that all customers receive the same value and quality;
• Allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
• Using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
• Taking into account individual needs when providing goods and services; and
• Communicating in a manner that takes into account the customer's disability.
B. The Use of Assistive Devices
Customer's Own Assistive Device(s)
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Stevenville Garden Gallery.
In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services. For example, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the customer.
Assistive Devices Provided By Stevenville Garden Gallery:
- Walking cane - Wheelchair
C. Guide Dogs, Service Animals and Service Dogs
A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. "No pet" policies do not apply to guide dogs, service animals and/or service dogs.
Food Service Areas
A customer with a disability that is accompanied by guide dog or service dog will be allowed access to food service areas that are open to the public unless otherwise excluded by law.
Other types of service animals are not permitted into food service areas due to the Health Protection and Promotion Act, Ontario Regulation 562 Section 60 and Dog Owners Liability Act, i.e., banned breeds.
Exclusion Guidelines
If a guide dog, service animal or service dog is excluded by law, Stevenville Garden Gallery will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).
Recognizing a Guide Dog, Service Dog and/or Service Animal:
If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, Stevenville Garden Gallery may request verification from the customer.
Care and Control of the Animal:
The customer who is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all times.
Allergies
If a health and safety concern present itself for example in the form of a severe allergy to the animal, Stevenville Garden Gallery will make all reasonable efforts to meet the needs of all individuals.
D. The Use of Support Persons
If a customer with a disability is accompanied by a support person, Stevenville Garden Gallery will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person. In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.
Admission Fees
Where Stevenville Garden Gallery requires a support person to accompany a person with a disability, and where the person with a disability has agreed to the accompaniment, Stevenville Garden Gallery will not charge the support persons any fees or fares.
E. Notice of Disruptions in Service
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Stevenville Garden Gallery. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use Stevenville Garden Gallery 's goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.
Notifications will include:
Printed signs on all entrances and at Cash. Notices on the Company website and will include:
• Goods or services that are disrupted or unavailable;
• Reason for the disruption;
• Anticipated duration; and
• contacting customers with appointments;
• verbally notifying customers when they are making a reservation or appointment; or
• by any other method that may be reasonable under the circumstances.
F. Customer Feedback
Stevenville Garden Gallery shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and this policy will be posted in a visible place in the store. Feedback forms along with alternate methods of providing feedback such as verbally, in person or by telephone, or written (hand-written, delivered, website or email), will be available upon request.
Submitting Feedback
Customers can submit feedback to:
Marianne Tykolis-Casey, Director
2821 Stevensville Rd, Stevensville, ON L0S 1S0
905.382.2661 ext. 232
marianne@slsi.ca
905.382.2661 ext. 232
www.gardengallery.ca/member/stevensville/
Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
G. Training
Training will be provided to:
• Employees, volunteers, contractors.
• Every person who participates in developing policies.
• Every other person who provides goods, services or facilities for Stevenville Garden Gallery.
Training Provisions
Regardless of the format, training will cover the following:
• A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
• A review of the requirements of the Customer Service Standards.
• Instructions on how to interact and communicate with people with various types of disabilities.
• Instructions on how to interact with people with disabilities who:
o use assistive devices;
o require the assistance of a guide dog, service dog or other service animal; or
o require the use of a support person (including the handling of admission fees).
• Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
• Instructions on what to do if a person with a disability is having difficulty accessing our services.
• Stevenville Garden Gallery 's policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.
Training Schedule
Stevenville Garden Gallery will provide training as soon as practicable. Training will be provided to new employees, volunteers, agents and/or contractors during orientation and onboarding. Revised training will be provided in the event of changes to legislation, procedures, policies, and/or practices.
Record of Training
Stevenville Garden Gallery will keep a record of training that includes the dates training was provided and the number of employees who attended the training.
H. Notice of Availability and Format of Documents
Stevenville Garden Gallery shall notify customers that the documents related to the Customer Service Standards are available upon request and in a format that takes into account the customer's disability where possible.
Administration
If you have any questions or concerns about this policy or its related procedures please contact:
Marianne Tykolis-Casey, Director
2821 Stevensville Rd, Stevensville, ON L0S 1S0
905.382.2661 ext. 232
marianne@slsi.ca
905.382.2661 ext. 232
www.gardengallery.ca/member/stevensville/
This policy and its related procedures will be reviewed as required in the event of legislative changes, or changes to company procedures.
Management
Stevenville Garden Gallery
updated May 10, 2021