Intent
This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.
All goods and services provided by TransferEASE shall follow the principles of dignity, independence, integration and equal opportunity.
Scope
a) This policy applies to the provision of goods and services at premises owned and operated by TransferEASE.
b) This policy applies to all employees, (including volunteers, interns, students, etc.) that act on behalf of TransferEASE including when the provision of goods and services occurs off the premises of TransferEASE.
c) The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of goods and services that take place at premises owned and operated by TransferEASE.
d) This policy shall also apply to all persons who participate in the development of the TransferEASE policies, practices and procedures governing the provision of goods and services to members of the public or third parties.
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 – as reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if:
- it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
- if the person provides documentation from a regulated health professional confirming that the person requires the animal for reasons relating to the disability.
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 documentation from a regulated health professional 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.
General Principles
In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:
A. The Provision of Goods and Services to Persons with Disabilities
All About Logistics 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. 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 TransferEASE.
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.
C. Guide Dogs, Service Animals and Service Dogs
A customer with a disability that is accompanied by a guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law.
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, TransferEASE may request verification from the customer.
Verification may include:
- documentation from a regulated health professional confirming that the person requires the animal for reasons related to the disability;
- a valid identification card signed by the Attorney General of Canada; or,
- a certificate of training from a recognized guide dog or service animal training school.
Care and Control of the Animal
The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.
Allergies
If a health and safety concern presents itself for example in the form of a severe allergy to the animal, TransferEASE will make all reasonable efforts to meet the needs of all individuals.
D. Support Persons
If a customer with a disability is accompanied by a support person, TransferEASE 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.
There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations TransferEASE will make every reasonable attempt to resolve the issue.
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.
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 TransferEASE. In the event of any temporary disruptions to facilities or services that customer’s with disabilities rely on to access or use TransferEASE 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. When is possible this organization will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
Services/Facilities include Websites, Phones calls or emails, Office Locations
The notice will be made publicly available in the following ways: Transferase Website, Automated email messages, voicemail, Communication displayed in the Office Locations.
Example of Notice of Temporary Service Disruption
“ Transferease would like to inform customers that our (Service) is currently experiencing a temporary service disruption due to an unexpected telecommunications outage.”
Affected Service
Listed the service
Reason for Disruption
Anticipated Duration
From Date and Time to date and Time
Alternative Services Available
Customers may continue to contact TransferEASE through the following methods during this time:
- List the alternative methods
“TransferEASE apologizes for any inconvenience and appreciates your patience while we work to restore services as quickly as possible.”
This notice will be communicated through:
- a banner posted on the TransferEASE website
- automated email notifications
- voicemail greetings on affected phone lines
- printed notices displayed at office locations
F. Feedback Process
TransferEASE must 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. Feedback forms will be available upon request.
Submitting Feedback
Feedback or requests for accessible formats or communication supports can be submitted through any of the following methods:
- Email: hr@canadamoving.com
- Phone: 1.800.665.2547
- In person: 55 Midpark Crescent London,ON N6N 1A9
- Mail: 55 Midpark Crescent London,ON N6N 1A9
- Website form (if applicable): https://www.transfereaserelocation.com/contact-us/
- Designated Personnel Responsible for feedback handling
Accessibility Administrator: Sarah Syer-Director, human Resources.
Customers may provide feedback anonymously if they choose
Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted. Customer can expect to hear back after 5 days.
G. Notice of Availability of Documents
TransferEASE will notify the public that documents related to accessible customer service are available upon request. Notices will be provided through the following channels:
- TransferEASE website
- Email communications
- Telephone communications
- Posted notices at office locations
Information and Communications
TransferEASE is committed to providing accessible information and communication services to all customers, including persons with disabilities.
Accessible formats and communication supports are available upon request for persons with disabilities.
Accessible Communication
TransferEASE will communicate with people with disabilities in ways that consider their individual accessibility needs.
Upon request, TransferEASE will provide information related to our services, policies, and public safety information in accessible formats or with communication supports:
- in a timely manner that considers the person’s accessibility needs due to disability; and
- at no additional cost beyond the regular fees charged to other persons.
TransferEASE will consult with the individual making the request to determine the most appropriate accessible format or communication support.
Unconvertible Information
If TransferEASE determines that certain information or communications cannot be converted into an accessible format, TransferEASE will provide the requester with:
- an explanation of why the information or communications are unconvertible; and
- a summary of the unavailable information or communications.
Notice of Availability
TransferEASE will notify the public about the availability of accessible formats and communication supports through:
- The TransferEASE website
- Email communications
- Telephone communications
- Posted notices at office locations
H. Training
Training will be provided to:
- all employees (including volunteers, interns, students, etc.) that act on behalf of TransferEASE
Training Provisions
As reflected in Ontario Regulation 429/07, 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 Accessibility Standards for Customer Service, Ontario Regulation 429/07.
- instructions on how to interact and communicate with people with various types of disabilities.
- instructions on how to interact with people with disabilities who:
- use assistive devices;
- require the assistance of a guide dog, service dog or other service animal; or
- require the use of a support person
- instructions on what to do if a person with a disability is having difficulty accessing your services.
- TransferEASE policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.
I. Training Schedule
TransferEASE will provide training as soon as practicable. Training will be provided to all employees (including volunteers, interns, students, etc.) that act on behalf of TransferEASE. Revised training will be provided in the event of changes to legislation, procedures and/or practices.
Record of Training
TransferEASE will keep a record of training that includes the dates training was provided and the number of employees who attended the training.
J. Employment
TransferEASE is committed to providing fair, accessible, and inclusive employment practices for employees and job applicants with disabilities in accordance with applicable accessibility and human rights legislation. Accommodations are available throughout the recruitment, hiring, and employment process and will be clearly communicated to applicants through job postings and recruitment materials. When candidates are invited to participate in an interview or assessment process, they will be informed by email or telephone that accommodations are available upon request. TransferEASE will work collaboratively with both employees and job applicants to understand individual accessibility needs and determine appropriate accommodation and communication supports in a timely manner. Reasonable accommodations will be provided up to the point of undue hardship.
Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. With the employee’s consent, we will provide workplace emergency information to a designated person who is providing assistance to that employee during an emergency.
We will provide the information as soon as practicable after we become aware of the need for accommodation due to the employee’s disability.
We will review the individualized workplace emergency response information:
- when the employee moves to a different location in the organization;
- when the employee’s overall accommodations needs or plans are reviewed; and
- when the employer reviews its general emergency response policies.
We have a written process to develop individual accommodation plans for employees.
We have a written process for employees who have been absent from work due to a disability and require disability-related accommodations to return to work.
Our performance management, career development and redeployment processes consider the accessibility needs of all employees.
K. Changes to Existing Policies
TransferEASE is committed to ensuring that all organizational policies respect and promote the principles of dignity, independence, integration, and equal opportunity for people with disabilities. Any existing policies that do not align with these accessibility principles will be reviewed and modified or removed as required. This policy document is publicly available, and accessible formats or communication supports will be provided upon request.
Referenced Documents
- Accessibility for Ontarians with Disabilities Act, 2005
- Accessibility Standards for Customer Service, Ontario Regulation 429/07
- Blind Person’s Rights Act, 1990
- Ontario Human Rights Code, 1990
- Health Protection and Promotion Act, Ontario Regulation 562