Accessibility Standards for Customer Service
The purpose of this policy is to define and fulfill the requirements set out in Ontario Regulation 429/07 and the Integrated Accessibility Standards (Regulation 191/11) (IASR) set forth under the Accessibility for Ontarians with Disabilities Act, 2005 and to establish an organizational policy for governing the provision of its goods and services to persons with disabilities.
a. “Assistive Devices” – An auxiliary aid such as communication aids, cognition aids, personal mobility aids and medical aids (i.e.: canes, crutches, wheelchairs or hearing aids).
b. “Disabilities” – As per the Ontario Human Rights Code, disability means:
- 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 paralysis, amputation, lack of physical coordination, blindness or visual impairment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or a wheelchair or other remedial appliance or device;
- a condition of mental impairment or a developmental disability;
- a learning disability or a 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 Safe and Insurance Act, 1997; (“handicap”)
c. “Employees” – All team members of Boggio Family of Pharmacies, whether the person is an employee, agent, volunteer or otherwise.
d. “Organization” – Boggio Family of Pharmacies.
e. “Persons with Disabilities” – Individuals who are afflicted with a disability as defined under the Ontario Human Rights Code (noted above).
f. “Service Animals” – Any animal individually trained to do work or perform tasks for the benefit of a person with a disability.
g. “Support Persons” – Any person whether a paid professional, volunteer, family member, or friend who accompanies a person with a disability in order to help with communications, personal care or medical needs, or with access to goods or services.
This policy shall apply to all team members of Boggio Family of Pharmacies, whether the person is an employee (full-time, part-time, contract), agent, volunteer or otherwise.
Boggio Family of Pharmacies is committed to excellence in serving all customers including people with disabilities. As such, Boggio Family of Pharmacies will use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles:
- The goods or services will be provided in a manner that respects the dignity and independence of persons with disabilities.
- The provision of goods and services to persons with disabilities, and others, will be integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods and services.
- Persons with disabilities will be given an opportunity equal to that given to others to obtain, use and benefit from the goods or services.
- Persons with disabilities may use personal assistive devices and/or support persons in the access of goods and services.
- When communicating with a person with a disability, employees, volunteers and contractors shall do so in a manner that takes into account the person’s disability.
Practices, Procedures & Requirements
To implement this policy, Boggio Family of Pharmacies shall establish, evaluate and revise the practices and procedures noted below, as required on providing goods and/or services to persons with disabilities, while following these four core principles:
- Equal Opportunity
1. Assistive Devices
Boggio Family of Pharmacies will ensure that staff is trained and familiar with various assistive devices that may be used by customers/staff with disabilities while accessing our goods and services. Every employee shall use reasonable efforts to allow persons with disabilities to use their own assistive device to access goods and/or services.
Boggio Family of Pharmacies currently provides the following types of assistive devices at our facilities:
- Wheelchair accessible public washroom
- All assistive devices currently for sale or rent
- Written documents/policies
Boggio Family of Pharmacies will offer a variety of methods of communication and interact with people with disabilities in ways that take into account their disability.
3. Service Animals
Service animals offer independence and security to many people with various disabilities. Boggio Family of Pharmacies welcomes people with disabilities and their service animals on the parts of our premises that are open to the public. Examples of service animals include:
- Dogs used by people who are blind
- Hearing alert animals for people who are deaf, deafened or hard of hearing
- Animals trained to alert an individual to an oncoming seizure and lead them to safety
Every employee will allow persons with disabilities to be accompanied by their guide dogs or service animal unless the animal is excluded by law. Where an animal is excluded by law from the premises, the reason why the animal is excluded shall be explained to the person with a disability. Other reasonable arrangements to provide goods and services shall be explored with the assistance of the person with the disability.
When a service animal is unruly or disruptive (jumping on people, biting, or other harmful behavior), an employee may ask the person with a disability to remove the animal from the area or refuse access to goods and services. Other reasonable arrangements to provide goods and services shall be explored with the assistance of the person with a disability.
4. Support Persons
Support persons assist people with disabilities in a variety of ways by assisting with communication, such as a sign language interpreter, or as a Personal Support Worker providing physical assistance. A support person may be a volunteer, friend or relative who will assist and support the customer. If Boggio Family of Pharmacies requires a customer be accompanied by a support person for health and safety reasons, they will:
- Consult with the person with a disability to understand their needs
- Consider health and safety reasons based on available evidence
- Determine if there is any other reasonable way to protect the health and safety of the person and premises
5. Notice of Temporary Disruption
In the event of a planned or unexpected disruption to our services or facilities for customers with disabilities such as an entrance way that is under repair, renovations that limit access to an area, or technology that is temporarily unavailable, Boggio Family of Pharmacies 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.
The notice will be placed at all entrances to our premises and on our customer newsletter if applicable.
6. Training Staff
Boggio Family of Pharmacies will provide training to employees, volunteers and other team members as necessary. All employees will receive training on the following:
- An overview of AODA, 2005 and the requirements of the customer service standard
- Boggio Family of Pharmacies Accessibility Standards for Customer Service Policy
- Boggio Family of Pharmacies Integrated Accessibility Standards
- How to interact and communicate with people with various types of disabilities
- How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
- What to do if a person with a disability is having difficulty in accessing our goods and services
Current employees, agents, volunteers, management, etc. shall receive training. New employees, agents, volunteers, management, etc. shall receive training as soon as ‘practical’ after being assigned their role. Ongoing training to changes of policies, procedures shall be provided.
Training records shall be kept, including the dates when the training is provided, content of training and the number of individuals to whom the training was provided.
7. Feedback Process
Anyone who wishes to provide feedback on the way Boggio Family of Pharmacies provides service to people with disabilities or on anything else can verbally speak to any of our employees in person or by phone, put a suggestion in our suggestion box located at the front exit, e-mail, fax us or request any other accessible communication support to provide feedback.
8. Provision of Documentation
The Boggio Family of Pharmacies will upon request give a copy our Accessibility Standards for Customer Service policy to any person, in an accessible format agreed upon by both parties.
9. Review and Amendments
Any policy of Boggio Family of Pharmacies that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.