This policy is intended to meet the requirements of the customer service standards included in the Integrated Accessibility Standards Regulation under the Accessibility for Ontarians with Disabilities Act, 2005. It 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 Landscape Effects Group shall follow the principles of dignity, independence, integration, and equal opportunity.
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, or reading.
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: An animal is a service animal for a person with a disability if:
Support person: 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.
The Provision of Goods and Services to Persons with Disabilities
The Use of Assistive Devices
Customer’s Own Assistive Devices
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Landscape Effects Group.
In cases where the assistive device 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, open flames and oxygen tanks cannot be near one another. Therefore, the accommodation of a customer with an oxygen tank may involve ensuring the customer is in a location that would be considered safe for both the customer and business. Or, where elevators are not 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.
Guide Dogs and Service Animals
A customer with a disability who is accompanied by guide dog or service animal will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs or service animals.
Food Service Areas
A customer with a disability who is accompanied by guide dog or service animal will be allowed access to food service areas that are open to the public 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 493/17.
Recognizing a Guide Dog or Service Animal:
If it is not readily apparent that the animal is being used by the customer for reasons relating to their disability, Landscape Effects Group may request verification from the customer.
Care and Control of the Animal:
The customer who is accompanied by a guide dog or service animal is responsible for maintaining care and control of the animal at all times.
If a health and safety concern presents itself (for example, in the form of a severe allergy to the animal), Landscape Effects Group will make all reasonable efforts to meet the needs of all individuals.
The Use of Support Persons
If a customer with a disability is accompanied by a support person, Landscape Effects Group will ensure that both persons may enter the premises together and that the customer is not prevented from having access to the support person.
There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations, Landscape Effects Group will make every reasonable attempt to resolve the issue.
In situations where confidential information might be discussed, consent will be obtained from the customer before any conversation where confidential information might be discussed.
Notice of Disruptions in Service
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Landscape Effects Group. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use goods or services of Landscape Effects Group, 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.
If a notification needs to be posted, the following information will be included unless it is not readily available or known:
When disruptions occur, Landscape Effects Group will provide notice by:
Training will be provided to:
Regardless of the format, training will cover the following:
If you have any questions or concerns about this policy or its related procedures, please contact Human Resources.
This policy and its related procedures will be reviewed as required in the event of legislative changes or changes to company procedures.
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