ACCESSIBLE CUSTOMER SERVICE POLICY
On June 13th, 2005 the Ontario Government passed the Accessibilities for Ontarians with Disabilities Act, 2005. The act makes Ontario the first jurisdiction in Canada to develop, implement and enforce mandatory accessibility standards that apply to both the private and public sectors. Plans are underway to make Ontario accessible by 2025.
Richmond Hill Total Health
10176 Yonge Street
Richmond Hill, ON L4C 1T6
905-737-7463
ACCESSIBLE CUSTOMER SERVICE POLICY
Purpose
The purpose of this Policy is to establish guidelines on providing goods and services to persons with disabilities.
Richmond Hill Total Health is committed to providing consistent customer service to persons with disabilities by putting into practice these four key principles:
Dignity
Independence
Integration
Equal Opportunity
This Policy has been prepared pursuant to requirements and information provided in the Ontario Regulation 429/07 made under the Accessibility for Ontarians with Disabilities Act, 2005.
"guide dog" means a guide dog as defined in section 1 of the Blind Persons Rights' Act
"service animal" means a service animal for a person with a disability
"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 or medical needs or with access to goods or services.
a dog or 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 a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
Use of Service Animal
Richmond Hill Total Health is committed to welcoming visiting persons with disabilities who are accompanied by a service animal on the parts of its premises that are open to the public and other third parties.
If a visiting person with a disability is accompanied by a guide dog or other service animal, Richmond Hill Total Health shall ensure that the person is permitted to enter the premises with the animal and to keep the animal with him or her unless the animal is otherwise excluded by law from the premises.
If a service animal is excluded by law from the premises or it is deemed unsafe for a visiting person with a disability to be accompanied by a guide dog or other service animal, Richmond Hill Total Health shall ensure that other measures are available to enable the person with a disability to obtain, use or benefit from his goods or services by bringing goods or services to the person in a part of the premises where the animal is not restricted or by offering a safe location where the service animal can wait, if the person is able to be separated from the animal while obtaining the service, and offering assistance to the person with a disability while they are separated from the service animal.
Richmond Hill Total Health shall ensure that all staff, volunteers and other persons dealing with the public are properly trained in how to interact with visiting persons with disabilities who are accompanied by a service animal.
If it is not readily apparent that the animal is used by the visiting person for reasons relating to his or her disability, Richmond Hill Total Health has the right to request a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
A visiting person with a disability who is accompanied by a service animal must maintain care and control of that animal at all times.
If a customer or a staff member has an allergy to animals, Richmond Hill Total Health shall make every reasonable effort to meet the needs of all individuals.
Use of Support Person
Richmond Hill Total Health is committed to welcoming visiting persons with disabilities who are accompanied by a support person.
If a visiting person with a disability is accompanied by a support person, Richmond Hill Total Health shall ensure that both persons are permitted to enter the premises together and that the person with a disability is not prevented from having access to the support person while on the premises.
Richmond Hill Total Health may require a visiting person with a disability to be accompanied by a support person when on the premises, but only if a support person is necessary to protect the health or safety of the person with a disability or the health or safety of others on the premises.
If an amount is payable by a support person for admission to the premises or in connection with a support person's presence at the premises, Richmond Hill Total Health shall ensure that notice is given in advance about the amount, if any, payable in respect of the support person by including same on the website and in any other manner deemed appropriate.
In situations where Richmond Hill Total Health has obligations under privacy laws or has issues of confidentiality or professional obligations, a support person may be requested to agree to requirements of service just as the person with a disability does.
Notice of Temporary Disruption
Richmond Hill Total Health is committed to establishing, implementing and maintaining a process to provide notice of service disruptions.
If, in order to obtain, use or benefit from Richmond Hill Total Health's goods or services, persons with disabilities usually use particular facilities or services of the clinic and if there is a temporary disruption in those facilities or services in whole or in part, then Richmond Hill Total Health shall give notice of the disruption to the public.
Notice of the disruption must include the following information:
the reason for the disruption
the anticipated duration
a description of what alternative facilities or services are available, if any.
Notice shall be given on the approved Notice of Disruption Form by posting the information at a conspicuous place at the location of the disruption which may include any or all entrances and by posting it on the website or by such other method as is reasonable in the circumstances.
Training
Richmond Hill Total Health is committed to establishing, implementing and maintaining a program for training staff on how to provide customer service to persons with disabilities.
Richmond Hill Total Health shall ensure that the following persons receive training about the provision of its goods or services to persons with disabilities:
Every person who deals with members of the public or other third parties on behalf of Richmond Hill Total Health, whether the person does so as an employee, agent, volunteer or otherwise
Every person who participates in developing Richmond Hill Total Health's policies, practices and procedures governing the provision of goods or services to members of the public or other third parties.
The training must include a review of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of this Regulation and instruction about the following matters:
How to interact and communicate with persons with various types of disability.
How to interact with persons with disabilities who use an assistive device or require the assistance of a guide dog or other service animal or the assistance of a support person.
How to use equipment or devices available on the Richmond Hill Total Health's premises or otherwise provided by him, where the person interacts with the public, that may help with the provision of goods or services to a person with a disability.
What to do if a person with a particular type of disability is having difficulty accessing Richmond Hill Total Health's goods or services.
Richmond Hill Total Health's customer service policies, practices and procedures governing the provision of goods or services to persons with disabilities
The training shall be provided to each person as soon as practicable after he or she is assigned the applicable duties.
The training shall also be provided on an ongoing basis in connection with changes to the policies, practices and procedures governing the provision of goods or services to persons with disabilities.
The training content may vary depending on who is receiving the training and the nature of the services provided and depending on the individual Departmental requirements.
Training format may include:
a Three-Hour Session
a One-Hour Session
an eLearning Session with Questionnaire
a Self-Training Manual with Questionnaire
other format as required
The training provided to staff who deals with the public on a regular basis shall be more focused on person-to-person interaction than the training provided to staff who have less contact with customers. The Trainer, in collaboration with the Managers, may choose the particular content of the training and the way each of the topics described above is addressed.
Records shall be kept by the Trainer of who was trained, when they were trained and in which format the training was delivered.
The persons in the following areas shall be included in the training
Chiropractors
Chiropractic Health Assistants
Manager
Volunteers
Contracted Practitioners
Richmond Hill Total Health shall include, in all its contracted services Agreements, a clause requiring the contractor to meet the requirements under this legislation.
The Trainer shall keep Richmond Hill Total Health and other related organizations informed of ongoing training opportunities and changes to the policies, practices and procedures governing the provision of goods or services to persons with disabilities.