1. Purpose and Scope
Canada Lands Company Limited and all of its subsidiaries (collectively, the “Company”) are committed to applying the principles and guidelines set out in the Accessibility for Ontarians with Disabilities Act 2005 (“AODA”) with respect to its operations and offices in Ontario, including the Customer Service Regulation, when dealing with persons of the public that may or may not have a visible disability.
The Company will strive at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. The Company is also committed to giving people with disabilities the same opportunity to access goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other guests.
Accessible shall mean capable of being entered or reached; approachable; easy to get at; capable of being influenced; obtainable; able to be understood or appreciated.
Assistive Devices shall mean a device used to assist persons with disabilities
- Physical devices - cane, walker, wheelchair, electronic scooters
- Communication devices – hearing devices, laptop computers, personal data assistant (PDA)
- Visual Aids – Braille, glasses
- Medical Devices – personal oxygen tanks
Barrier shall mean anything that prevents a person with a disability from fully participating in all aspects of society including the workplace because of his or her disability. (Ex. Physical barrier, information or communications barrier)
Disability shall mean,
- Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth effect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, blindness or visual impediment
- A condition of mental impairment or a development disability
- A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language
- Mental disorder
- An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997
Service Animal shall mean an animal that has been trained to perform tasks that assist people with disabilities
Support Person shall mean an individual hired or chosen by a person with a disability to provide services or assistance with communication, mobility, personal care, medical needs or access to good or services.
3. Providing goods and services to people with disabilities:
The Company is committed to excellence in serving all guests, including people with disabilities, and will carry out functions and responsibilities in Ontario in the following areas:
- Communication: Employees will communicate with people with disabilities in ways that take into account their disability. The Company will train staff who communicate with guests and visitors on how to interact and communicate with people that have various types of disabilities.
- Telephone services: Employees will be trained to communicate over the telephone in clear and plain language and to speak clearly and slowly. Alternate communications systems that are available include email and TTY public phones, if telephone communication is not suitable to the caller’s communication needs.
- Assistive devices: The Company is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from the Company’s goods and services. This includes ensuring that staff members are trained and familiar with various assistive devices that may be used by guests or visitors with disabilities while accessing the goods or services. The Company will also ensure that staff members know how to use assistive devices available on premises. Such devices include wheelchairs and lift systems, and the instructions for using such devices are outlined in the Standard Operating Procedures.
- Use of Service Animals: The Company is committed to welcoming people with disabilities who are accompanied by a service animal on the parts of the premises that are open to the public and other third parties. All staff, volunteers and others dealing with the public will be properly trained on how to interact with people with disabilities who are accompanied by a service animal.
- Support Persons: The Company is committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter the premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on the premises. Fees will not be charged for support persons for admission to the premises. Guests and visitors will be informed of this by a notice that will be posted on the premises and on the website. For further details refer to the Support Person Standard Operating Procedure.
- Notice of Temporary Disruption: The Company will provide guests with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. For further details refer to AODA Communications Standard Operating Procedure.
The Company will provide training to all employees, volunteers and others who deal with the public or other third parties on its behalf, and all those who are involved in the development and approval of guest service policies, practices and procedures. This training will be provided during the initial orientation prior to commencing duties. Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures. For further details refer to the AODA Training Standard Operating Procedure.
The Company is committed to meeting and surpassing guest and visitor expectations while serving customers with disabilities. Comments on services regarding how well those expectations are being met are welcome and appreciated. Feedback regarding the way the Company provides goods and services to people with disabilities can be made verbally, by email or through the website, to the attention of public relations. A response can be reasonably expected within 3 business days. Concerns will be addressed according to categories and protocols already established in the Company’s complaint management procedures.
If you have any questions or concerns about this policy or its related procedures please contact:
Canada Lands Company
1200 - 1 University Ave, Toronto, Ontario, M5J 2P1
Attention: Director, Human Resources