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Provincial review

Corporate Policy Accessible Customer Service

Peel Region’s Corporate Policy – Accessible Customer Service ensures that all customers can access the goods and services Peel Region provides.

Approval source: CAO DirectiveC09-01
Original Date: January 1, 2009
Last review: February 24, 2009
Last update: January 1, 2009
Resp. Dept.: Corporate Services, Clerk's - Regulatory Compliance

Other information

Policy purpose and key principles

This policy establishes that goods and services provided by Peel Region shall be provided to persons with disabilities and all customers in accordance with the following key principles:

Dignity

Service is provided in a respectful manner consistent with the needs of the individual.

Independence

Services for persons with disabilities shall support their independence while respecting their right to safety and personal privacy.

Equity/equality of outcome

Service outcome is the same for persons with disabilities as for persons without disabilities.

Integrated

Services allow people with disabilities to fully benefit from the same services, in the same place and in the same or similar way as other customers.

In addition to the above key principles as provided for in the Customer Service Standard, Peel will be:

Sensitive

Service is provided in a manner that is respectful to an individual's needs.

Responsive

Service is delivered in a timely manner, considering the nature of the service and the accommodation required. For example, if needed, alternate formats will be provided by a specific deadline.

Policy scope

This policy is delivered in accordance with the Accessibility for Ontarians with Disabilities Act, 2005, and Regulation 429/07 Accessibility Standards for Customer Service, and is applicable to all policies, procedures, and processes of the Regional Corporation.

Policy details

1. Assistive devices

Persons with disabilities shall be permitted to obtain, use, or benefit from goods or services through the use of their own assistive devices.

In the event a person with a disability is hindered from accessing goods or services and after consulting with the customer, Peel Region will accommodate the customer by using any other assistive measures available such as but not limited to providing temporary access to other assistive devices or a Support Person.

2. Service animals

Service animals, such as but not limited to Guide dogs, Hearing dogs, Seizure Response dogs, or other certified service animals shall be permitted entry to all Regional facilities and meeting rooms which are open to the public. A service animal is defined as:

"Any animal where it is readily apparent that the animal is used by the person for reasons relating to his or her disability and if the person provides a letter from a physician or nurse or other government issued certification confirming that the person requires the animal for reasons relating to the disability."

Service animals are not permitted:

Where food preparation is being undertaken; or
as otherwise disallowed by law.

Where a Service Animal is to be denied access to a facility or meeting room, other accommodations may be afforded, such as:

Alternate meeting format, such as teleconference/videoconference, where technology permits
Deliver the goods or service at an alternate time or location
Any other assistive measures available to deliver a good or service to ensure equality of outcome.

Owners of Service Animals may receive information from staff as to the location of fresh water for the service animal and where service animals may be walked to relieve themselves.

3. Support persons

Support Persons shall be permitted entry to all Regional facilities and meeting rooms which are open to the public, except:

When there are fees applied against participants by a third party; and
The Support Person was not pre-registered; and
No vacancy exists.

If admission to an event is permitted and fees are payable to a third party, the Support Person is permitted to attend the event at their own cost.

If admission to an event if permitted and fees are payable to Peel Region, the Support Person is permitted to attend at no cost.

Where 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, the person with a disability shall be accompanied by a Support Person when on the premises.

The customer shall determine whether a Support Person is necessary, however where an employee believes that a Support Person should be in attendance to protect the health and safety of the customer or others, the following criteria shall be used in consulting with the customer:

When there is a significant risk to the health and safety of the person with a disability or others (the mere possibility of risk is insufficient).
When the risk is greater than the risk associated with other customers.
When the risk cannot be eliminated or reduced by other means.
When the assessment of the risk is based on consideration of the duration of the risk, the nature and severity of the potential harm, the likelihood that the potential harm will occur, and the imminence of the potential harm; and
When the assessment of the risk is based on the individual's actual characteristics, not merely on generalizations, misperceptions, ignorance, or fears about a disability.

4. Notice of service disruptions

In the event of a temporary service disruption occurs that would limit a person with a disability from gaining access to regional facilities, goods or service, Peel Region will post notice or otherwise make the disruption known to customers in the following methods or places (or both):

Web site
Customer Contact Centre (CCC)
Notice on entrance doors
With Delivery Agents.

If an unexpected disruption occurs, persons with disabilities will be accommodated by the use of other means possible to deliver the goods and service, such as:

The goods and service delivery agent may provide the goods or service directly to the person with a disability at an alternate place and time, as deemed appropriate; or
If appropriate or required, deliver the goods and service to the person's place of residence; or
Any other assistive measures available and deemed appropriate to deliver goods and services.

All notices of disruption shall include:

The name of the event/service;
The normal service location being impacted;
Alternate service locations;
Alternate service methods;
Hours of service availability;
Contact information;
Any other information deemed appropriate to deliver a good or service.

As a guide, sample notices are attached to this policy as Appendix A and Appendix B.

5. Training

All employees and agents of the Regional Corporation providing direct service to persons with a disability shall be trained in the various aspects of accessible customer service delivery.

All training, regardless of format, shall have regard for:

An overview of the purposes of the AODA and an awareness of the subject Regional policy.
Instruction on how to interact and communicate with people with various types of disabilities.
Instruction on interacting with people with disabilities who use assistive devices or require the assistance of a guide dog, other service animal or a support person.
Instruction on the use of equipment or devices available, such as wheelchairs and TTY.
Instruction on what to do if a person with a disability is having difficulty accessing your services.

Training shall be mandatory for all new employees upon their initial orientation. In addition, all employees should receive additional training every 5 years thereafter.

6. Feedback process

Feedback may be provided by a person with a disability in the manner deemed most convenient to them, such as in person, by telephone, in writing, or by delivering an electronic text by email.

Feedback may be provided directly to the service provider or:

Regional Clerk
10 Peel Centre Drive
Brampton, ON
L6T 4B9
Phone: 905-791-7800, Ext 4545
Fax: 905-791-1693
Email: regionalclerk@peelregion.ca

All feedback will be kept in strict confidence and used to improve customer service. In addition, the author of the feedback will be provided a response in the format in which the feedback was received outlining actions deemed appropriate, if any.

7. Notice of availability of documents

This policy and any other document deemed to be a key in the delivery of goods and service will be made available upon request in a format that takes into account the person's disability to any person to whom it provides goods or services.

Notwithstanding the above, this policy will be made available on Peel Region's website and made available to any person to whom it provides goods or services by any other method or format as is reasonable in the circumstances.

Appendix A

SAMPLE TEXT

Notice of Planned Service Disruption

There will be a scheduled service disruption at [address] impacting the delivery of goods and services for customers from [hour] on [date].

The goods and services unavailable during this service disruption are:

[Service/Event name], [Floor]
[Service/Event name], [Floor]
[Service/Event name], [Floor]
[Service/Event name], [Floor]
[Service/Event name], [Floor]

The services listed above can be accessed at the following time, date, location, or method:

[Service/Event name], [location], [date], [time]
[Service/Event name], [location], [date], [time]
[Service/Event name], [location], [date], [time]
[Service/Event name], [location], [date], [time]
[Service/Event name], [location], [date], [time]

We apologize for any inconvenience this disruption has caused. Should you require additional information on the delivery of this service, please call 905 791-7800, dial "0", or speak to a customer service agent located at any reception centre.

Appendix B

Notice of Unplanned Service Disruption

Due to unforeseen circumstances, there is a service disruption at [address] impacting the delivery of goods and services for customers from [hour] and [date].