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 Glenn Davis Group Inc. shall follow the principles of dignity, independence, integration and equal opportunity.
This policy applies to the provision of goods and services at premises owned and operated by Glenn Davis Group Inc., incorporating agencies Bridgemark and Davis (hereinafter referred to as “the Company”).
This policy applies to employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of the Company, including when the provision of goods and services occurs off Company premises such as delivery services, client premises or third party vendors (i.e., printers or photographers).
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 the Company.
This policy shall also apply to all persons who participate in the development of Company policies, practices and procedures governing the provision of goods and services to members of the public or third parties.
Definitions (see Appendix)
In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses:
A. The Provision of Goods and Services to Persons with Disabilities
Glenn Davis Group 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:
B. The Use of Assistive Devices, Service Animals and Support Personnel
Persons with disabilities may use their own assistive devices, service animals and support personnel as required when accessing goods or services provided by the Company.
In cases where this 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 no elevators are 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.
If a customer with a disability is accompanied by a support person, consent will be obtained from the customer to include the support person prior to any conversation where confidential information might be discussed.
A customer with a disability that is accompanied by guide dog or service dog will be allowed access to public food service areas 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.
Recognizing a Guide Dog, Service Dog and/or Service Animal, Care & Control
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 times.
If there are any concerns, and if it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, the Company may request verification from the customer:
“No pet” policies do not apply to guide dogs, service animals and/or service dogs.
C. Notice of Service Disruptions
Temporary service disruptions may occur due to reasons that may or may not be within the Company’s control or knowledge (i.e., power outages and/or disruptions to elevator service). In these cases, 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 be made as necessary via e-mail, our website, via phone to affected individuals or posted in a public area near the disruptive service describing the service that is unavailable, the reason for the disruption, anticipated duration and description of alternative services or options.
When disruptions occur the Company will provide notice by:
|By e-mail||In writing||Verbally (in person or telephone)|
|Via our Company
website contact forms,
or to any Company employee.
VP HR, Glenn Davis Group|
77 City Centre Drive
West Tower 2nd Floor
Mississauga, ON L5B 1M5
|To any Glenn Davis Group employee|
Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
E. Employee Training
Training will be provided to all employees who deal with the public (including managers, contractors and/or other third parties that act on behalf of the Company such as drivers or vendors) and those who are involved in the development and approval of customer service policies, practices and procedures.
As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:
Training Schedule/Record of Training
Existing employees have been trained as of January 1, 2012. New Employees will be trained as part of our Orientation and Training Schedule. Revised training will be provided in the event of changes to legislation, procedures and/or practices.
The Company will keep a record of training that includes dates training was provided and number of employees who attended the training.
F. Notice of Availability and Format of Documents
The Company shall notify customers and employees that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer's disability.
Notification will be given by posting the information on the Glenn Davis Group website (with links from agency sites) and on our Intranet.
If you have any questions or concerns about this policy or its related procedures please contact:
|VP HR, Glenn Davis Group
Glenn Davis Group
77 City Centre Drive
West Tower 2nd Floor
Mississauga, ON L5B 1M5
This policy and its related procedures will be reviewed as required in the event of legislative changes.
APPENDIX – 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.
Customer – client, supplier or guest visiting any Glenn Davis Group facility or meeting with any Glenn Davis Group employee.
Disability – the term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, refers to:
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:
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:
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.
6.35 Rev. 2 | June 30, 2013