Accessible Customer Service Policy

Purpose and Application

Under the Accessibility for Ontarians with Disabilities Act, 2005 all public and private sector organizations must meet the requirements of accessibility standards established by regulation. This policy establishes the accessibility standards for customer service for Orium, in accordance with Ontario Regulation 429/07. This policy applies to all employees of Orium, agents, volunteers and contracted service staff.

Definitions

Below is a list of four (4) definitions used in this policy, listed alphabetically:

  1. Accessible means customer service is provided in a manner that is capable of being easily understood or appreciated; easy to get at; capable of being reached, or entered; obtainable.
  2. Disability means:
    • Any degree of physical infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impairment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog , or other animal or on 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,
    • An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997
  3. Guide Dog means a dog trained as a guide for a blind person and having the qualifications prescribed by the Blind Persons’ Rights Act R.S.O. 1990, c. B.7, s. 1 (1).
  4. Service Animal is an animal for a person with a disability, if it is readily apparent that the animal is used by the person for reasons relating to his/her disability; or if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability

Policy Statement

Orium is committed to providing exceptional and accessible service to its customers. Goods and services will be provided in a manner that respects the dignity and independence to all customers. The provision of services to persons with disabilities will be integrated wherever possible. Persons with disabilities will be given an opportunity equal to that given to others, to obtain, use or benefit from the goods and services provided by and on behalf of Orium.

Policy Requirements

Accessibility Training Policy

Every person who deals with members of the public or who participates in developing Orium's policies, practices and procedures governing the provision of goods and services to the public; including Company staff, volunteers, agents, contractors and others who provide service on behalf of Orium will receive training regarding the provision of goods and services to persons with disabilities and on the requirements of the Customer Service Regulation.

The training will include the following five pieces of information:

  • The purpose of the Accessibility for Ontarians with Disabilities Act
  • How to interact and communicate with persons with various types of disabilities
  • How to interact with persons with disabilities who use an assistive device, or require the assistance of a service animal or support person
  • How to use equipment made available by the Company to help people with disabilities to access goods and services
  • What to do if a person with a disability is having difficulty accessing services.

Training will be provided to each person according to his or her needs and duties and as soon as is practicable on an ongoing basis in connection with changes to policies, practices and procedures governing the provision of goods or services to persons with disabilities A record of the dates on which training is provided and the number of individuals to whom it is provided will be kept.

Feedback Process

Orium accepts feedback from the public in a variety of methods including the following four examples: phone, in person, fax and email.

All feedback is reviewed by Human Resources. Complaints are investigated and follow up is provided to the customer if requested.

Use of Service Animals, Support Persons and Assistive Devices

  • If a person with a disability is accompanied by a guide dog or other service animal, Orium will ensure that the person is permitted to enter Orium’s facility with the animal and to keep the animal with him or her unless the animal is otherwise excluded by law. Where a service animal is excluded by law, Orium will ensure that other measures are available to enable the person with a disability to obtain, use and benefit from the Company's goods and services The service animal must be under the care and control of the individual at all times
  • If a person with a disability is accompanied by a support person, Orium will ensure that both persons are permitted to enter a Company facility, and that the person with a disability is not prevented from having access to the support person. Orium may require a person with a disability to be accompanied by a support person when in a Company facility, but only if a support person is necessary to protect the health or safety of the person with a disability or the health or safety of others in the facility If an amount is payable by a support person for admission, or otherwise, to a premise, Orium will ensure notice is given in advance about the amount.
  • A person with a disability is permitted to use their own personal assistive devices to access and benefit from our goods and services If we provide any assistive devices, we will ensure a staff person knows how to operate that assistive device.

Notice of Temporary Disruptions

Orium shall provide notice of disruption of services to the public.

Any Notice of Disruption will contain the following three pieces of information:

  1. Reason for the disruption
  2. Anticipated duration
  3. Alternative facilities or services

Company staff will provide such notice in one or more of the following two ways:

  • Notice physically posted at the site of the disruption
  • Notice on Company website

Communications

Orium will provide communication to people with disabilities in ways that take into account their disabilities.

Notice of Availability of Documents

Orium will provide the public notice of the availability of the documents, required by the Accessibility Standards for Customer Service, (O. Reg 429/07) upon request. Notice of availability will be provided on Orium’s web site and through other printed methods.

Format of Documents

If Orium is required, by the Accessibility for Ontarians with Disabilities Act, 2005, to give a copy of a document to a person with a disability, the company will take into account the person’s ability to access the information and will provide the document or information contained in the document in a format that meets those needs as agreed upon with the person.

Related and Supporting Documentation

  • Ontario Regulation 429/07, Accessibility for Ontarians with Disabilities Act, 2005 – Accessibility Standards for Customer Service
  • Accessible Customer Service Training Records

Ontario Regulation 429/07

made under the
Accessibility for Ontarians with Disabilities Act, 2005

Made: July 25, 2007
Filed: July 27, 2007
Published on e-Laws: July 31, 2007
Printed in The Ontario Gazette: August 11, 2007

Accessibility Standards for Customer Service

Purpose and application

1 (1)  This Regulation establishes accessibility standards for customer service and it applies to every designated public sector organization and to every other person or organization that provides goods or services to members of the public or other third parties and that has at least one employee in Ontario.

(2)  In this Regulation,

  • “designated public sector organization” means the Legislative Assembly and the offices of persons appointed on the address of the Assembly, every ministry of the Government of Ontario, every municipality and every person or organization listed in Schedule 1 or described in Schedule 2 to this Regulation; (“organisation désignée du secteur public”)

  • “provider of goods or services” means a person or organization to whom this Regulation applies. (“fournisseur de biens ou de services”)

Effective dates

2  The accessibility standards for customer service apply to the designated public sector organizations on and after January 1, 2010 and to other providers of goods or services on and after January 1, 2012.

Establishment of policies, practices and procedures

3 (1)  Every provider of goods or services shall establish policies, practices and procedures governing the provision of its goods or services to persons with disabilities.

(2)  The provider shall use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles:

  1. The goods or services must be provided in a manner that respects the dignity and independence of persons with disabilities.
  2. The provision of goods or services to persons with disabilities and others must 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 or services.
  3. Persons with disabilities must be given an opportunity equal to that given to others to obtain, use and benefit from the goods or services.

(3)  Without limiting subsections (1) and (2), the policies must deal with the use of assistive devices by persons with disabilities to obtain, use or benefit from the provider’s goods or services or the availability, if any, of other measures which enable them to do so.

(4)  When communicating with a person with a disability, a provider shall do so in a manner that takes into account the person’s disability.

(5)  Every designated public sector organization and every other provider of goods or services that has at least 20 employees in Ontario shall prepare one or more documents describing its policies, practices and procedures and, upon request, shall give a copy of a document to any person.

Use of service animals and support persons

4 (1)  This section applies if goods or services are provided to members of the public or other third parties at premises owned or operated by the provider of the goods or services and if the public or third parties have access to the premises.

(2)  If a person with a disability is accompanied by a guide dog or other service animal, the provider of goods or services shall ensure that the person is permitted to enter the premises with the animal and to keep the animal with him or her unless the animal is otherwise excluded by law from the premises.

(3)  If a service animal is excluded by law from the premises, the provider of goods or services shall ensure that other measures are available to enable the person with a disability to obtain, use or benefit from the provider’s goods or services.

(4)  If a person with a disability is accompanied by a support person, the provider of goods or services shall ensure that both persons are permitted to enter the premises together and that the person with a disability is not prevented from having access to the support person while on the premises.

(5)  The provider of goods or services may require a person with a disability to be accompanied by a support person when on the premises, but only if 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.

(6)  If an amount is payable by a person for admission to the premises or in connection with a person’s presence at the premises, the provider of goods or services shall ensure that notice is given in advance about the amount, if any, payable in respect of the support person.

(7)  Every designated public sector organization and every other provider of goods or services that has at least 20 employees in Ontario shall prepare one or more documents describing its policies, practices and procedures with respect to the matters governed by this section and, upon request, shall give a copy of a document to any person.

(8)  In this section,

  • “guide dog” means a guide dog as defined in section 1 of the Blind Persons Rights’ Act; (“chien-guide”)

  • “service animal” means an animal described in subsection (9); (“animal d’assistance”)

  • “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 or medical needs or with access to goods or services. (“personne de soutien”)

(9)  For the purposes of this section, an animal is a service animal for a person with a disability,

  1. if it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
  2. if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Notice of temporary disruptions

5 (1)  If, in order to obtain, use or benefit from a provider’s goods or services, persons with disabilities usually use particular facilities or services of the provider and if there is a temporary disruption in those facilities or services in whole or in part, the provider shall give notice of the disruption to the public.

(2)  Notice of the disruption must include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if any, that are available.

(3)  Notice may be given by posting the information at a conspicuous place on premises owned or operated by the provider of goods or services, by posting it on the provider’s website, if any, or by such other method as is reasonable in the circumstances.

(4)  Every designated public sector organization and every other provider of goods or services that has at least 20 employees in Ontario shall prepare a document that sets out the steps to be taken in connection with a temporary disruption and, upon request, shall give a copy of the document to any person.

Training for staff, etc.

6 (1)  Every provider of goods or services shall ensure that the following persons receive training about the provision of its goods or services to persons with disabilities:

  1. Every person who deals with members of the public or other third parties on behalf of the provider, whether the person does so as an employee, agent, volunteer or otherwise.
  2. Every person who participates in developing the provider’s policies, practices and procedures governing the provision of goods or services to members of the public or other third parties.

(2)  The training must include a review of the purposes of the Act and the requirements of this Regulation and instruction about the following matters:

  1. How to interact and communicate with persons with various types of disability.
  2. How to interact with persons with disabilities who use an assistive device or require the assistance of a guide dog or other service animal or the assistance of a support person.
  3. How to use equipment or devices available on the provider’s premises or otherwise provided by the provider that may help with the provision of goods or services to a person with a disability.
  4. What to do if a person with a particular type of disability is having difficulty accessing the provider’s goods or services.

(3)  The training must be provided to each person as soon as practicable after he or she is assigned the applicable duties.

(4)  Training must also be provided on an ongoing basis in connection with changes to the policies, practices and procedures governing the provision of goods or services to persons with disabilities.

(5)  Every designated public sector organization and every other provider of goods or services that has at least 20 employees in Ontario shall prepare a document describing its training policy, and the document must include a summary of the contents of the training and details of when the training is to be provided.

(6)  Every designated public sector organization and every other provider of goods or services that has at least 20 employees in Ontario shall keep records of the training provided under this section, including the dates on which the training is provided and the number of individuals to whom it is provided.

Feedback process for providers of goods or services

7 (1)  Every provider of goods or services shall establish a process for receiving and responding to feedback about the manner in which it provides goods or services to persons with disabilities and shall make information about the process readily available to the public.

(2)  The feedback process must permit persons to provide their feedback in person, by telephone, in writing, or by delivering an electronic text by email or on diskette or otherwise.

(3)  The feedback process must specify the actions that the provider of goods or services is required to take if a complaint is received.

(4)  Every designated public sector organization and every other provider of goods or services that has at least 20 employees in Ontario shall prepare a document describing its feedback process and, upon request, shall give a copy of the document to any person.

Notice of availability of documents

8 (1)  Every designated public sector organization and every other provider of goods or services that has at least 20 employees in Ontario shall notify persons to whom it provides goods or services that the documents required by this Regulation are available upon request.

(2)  The notice may be given by posting the information at a conspicuous place on premises owned or operated by the provider, by posting it on the provider’s website, if any, or by such other method as is reasonable in the circumstances.

Format of documents

9 (1)  If a provider of goods or services is required by this Regulation to give a copy of a document to a person with a disability, the provider shall give the person the document, or the information contained in the document, in a format that takes into account the person’s disability.

(2)  The provider of goods or services and the person with a disability may agree upon the format to be used for the document or information.

Commencement

10 This Regulation comes into force on January 1, 2008.

SCHEDULE 1: BOARDS, COMMISSIONS, AUTHORITIES AND AGENCIES

  1. Agriculture, Food and Rural Affairs Appeal Tribunal.
  2. Agricorp.
  3. Alcohol and Gaming Commission of Ontario.
  4. Algonquin Forestry Authority.
  5. Assessment Review Board.
  6. Board of negotiation continued under subsection 27 (1) of the Expropriations Act.
  7. Cancer Care Ontario.
  8. The Centennial Centre of Science and Technology.
  9. Child and Family Services Review Board.
  10. College Compensation and Appointments Council.
  11. Each community care access corporation as defined in section 1 of the Community Care Access Corporations Act, 2001.
  12. Consent and Capacity Board.
  13. Conservation Review Board.
  14. Criminal Injuries Compensation Board.
  15. Crown Employees Grievance Settlement Board.
  16. Custody Review Board.
  17. Deposit Insurance Corporation of Ontario.
  18. Echo: Improving Women’s Health in Ontario.
  19. Education Quality and Accountability Office.
  20. Environmental Review Tribunal.
  21. Financial Services Commission of Ontario.
  22. Financial Services Tribunal.
  23. Fire Marshal's Public Fire Safety Council.
  24. Fire Safety Commission.
  25. Greater Toronto Transit Authority.
  26. Greater Toronto Transportation Authority.
  27. Health Professions Appeal and Review Board.
  28. Health Professions Regulatory Advisory Council.
  29. Health Services Appeal and Review Board.
  30. Human Rights Tribunal of Ontario.
  31. Landlord and Tenant Board.
  32. Legal Aid Ontario.
  33. Licence Appeal Tribunal.
  34. Liquor Control Board of Ontario.
  35. Each local health integration network as defined under section 2 of the Local Health System Integration Act, 2006.
  36. McMichael Canadian Art Collection.
  37. Metropolitan Toronto Convention Centre Corporation.
  38. Niagara Escarpment Commission.
  39. Niagara Parks Commission.
  40. Normal Farm Practices Protection Board.
  41. Office of the Employer Adviser.
  42. Office of the Worker Adviser.
  43. Ontario Civilian Commission on Police Services.
  44. Ontario Clean Water Agency.
  45. Ontario Educational Communications Authority.
  46. Ontario Electricity Financial Corporation.
  47. Ontario Energy Board.
  48. Ontario Farm Products Marketing Commission.
  49. Ontario Film Review Board.
  50. Ontario Financing Authority.
  51. Ontario Food Terminal Board.
  52. Ontario French-language Educational Communications Authority.
  53. Ontario Health Quality Council.
  54. Ontario Heritage Trust.
  55. Ontario Highway Transportation Board.
  56. Ontario Human Rights Commission.
  57. Ontario Infrastructure Project Corporation.
  58. Ontario Labour Relations Board.
  59. Ontario Lottery and Gaming Corporation.
  60. Ontario Media Development Corporation.
  61. Ontario Mental Health Foundation.
  62. Ontario Municipal Board.
  63. Ontario Northland Transportation Commission.
  64. Ontario Parole and Earned Release Board.
  65. Ontario Pension Board.
  66. Ontario Place Corporation.
  67. Ontario Police Arbitration Commission.
  68. Ontario Racing Commission.
  69. Ontario Realty Corporation.
  70. Ontario Review Board.
  71. Ontario Securities Commission.
  72. Ontario Special Education Tribunal (English).
  73. Ontario Special Education Tribunal (French).
  74. Ontario Tourism Marketing Partnership Corporation.
  75. Ontario Trillium Foundation.
  76. Ottawa Congress Centre.
  77. Owen Sound Transportation Company.
  78. Pay Equity Hearings Tribunal.
  79. Pay Equity Office.
  80. Province of Ontario Council for the Arts.
  81. Public Service Grievance Board.
  82. Royal Ontario Museum.
  83. St. Lawrence Parks Commission.
  84. Science North.
  85. Smart Systems for Health Agency.
  86. Social Assistance Review Board.
  87. Social Benefits Tribunal.
  88. Soldiers’ Aid Commission.
  89. Trillium Gift of Life Network.
  90. Walkerton Clean Water Centre.
  91. Workplace Safety and Insurance Appeals Tribunal.
  92. Workplace Safety and Insurance Board.

SCHEDULE 2: BROADER PUBLIC SECTOR

  1. Every district school board as defined in section 1 of the Education Act.
  2. Every hospital as defined in section 1 of the Public Hospitals Act.
  3. Every college of applied arts and technology established under the Ontario Colleges of Applied Arts and Technology Act, 2002.
  4. Every university in Ontario, including its affiliated and federated colleges, that receives operating grants from the Government of Ontario.
  5. Every public transportation organization in Ontario, including any municipally operated transportation services for persons with disabilities, that provides services for which a fare is charged for transporting the public by vehicles that are operated,
    1. by, for or on behalf of the Government of Ontario, a municipality, a local board of a municipality or a transit or transportation commission or authority,
    2. under an agreement between the Government of Ontario and a person, firm, corporation, or transit or transportation commission or authority, or
    3. under an agreement between a municipality and a person, firm, corporation or transit or transportation commission or authority.

Purpose

Under the Accessibility for Ontarians with Disabilities Act, 2005all public and private sector organizations must meet the requirements of accessibility standards established by regulation This policy establishes the Integrated Accessibility Standards Regulation in the areas of Employment, Information and Communications, Transportation and Public Spaces for Orium in accordance with Ontario Regulation 191/11, Ontario Regulation 413/12 and with the Ministry of Economic Development, Trade and Employment’s, intent to “streamline, align and phase-in accessibility requirements and allow for progress on accessibility and reduce the regulatory burden for obligated organizations” The Integrated Accessibility Standards Regulation came into force July 1, 2011.

Scope and Responsibilities

This policy has been written in accordance with the regulation and addresses how Orium achieves accessibility through meeting the regulation’s requirements It provides the overall strategic direction that we will follow to provide accessibility supports to Ontarians with disabilities.

The requirements of the Regulation include the following four (4) items:

  • Establishment, implementation, maintenance and documentation of a multi-year accessibility plan, which outlines the organization strategy to prevent and remove barriers and meet its requirements under the Regulation;
  • Incorporation of accessibility criteria and features when procuring or acquiring goods, services, or facilities;
  • Training; and
  • Other specific requirements under the Information and Communications, Employment, Transportation and Public Spaces Standards.

Policy Statement and Organizational Commitment

Orium is committed and guided by the following four (4) core principles:

  1. Dignity
  2. Independence
  3. Integration
  4. Equal Opportunity

We support the full inclusion of persons as set out in Canadian Charter of Rights and Freedoms Act, and the Accessibility for Ontarians with Disabilities Act, 2005.

Orium shall use every effort to ensure that we meet the needs of people with disabilities, in a timely manner, through the implementation of this policy.

Definitions

Below is a list of fifteen (15) definitions used in this policy, listed in alphabetical order:

  • Accessible Formats may include, but are not limited to, large print, recorded audio and electronic formats, Braille and other formats usable by persons with disabilities.
  • Accommodation means the special arrangement made or assistance provided so that persons with disabilities can participate in the experiences available to persons without disabilities. Accommodation will vary depending on the person’s unique needs.
  • Communication Supports may include, but are not limited to, captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communications.
  • Communications means the interaction between two or more persons or entities, or any combination of them, where information is provided, sent or received.
  • Conversion Ready means an electronic or digital format that facilitates conversion into an accessible format.
  • IAP means Individualized Accommodation Plan.
  • Information includes data, facts and knowledge that exists in any format, including text, audio, digital or images, and that conveys meaning.
  • Internet Website means a collection of related web pages, images, videos or other digital assets that are addressed relative to a common Uniform Resource Identifier (URI) and is accessible to the public.
  • Maintenance of Public Spaces means activities that are intended to keep existing public spaces and elements in existing public spaces in good working order or to restore the spaces or elements to their original condition, examples of which include painting and minor repairs.
  • Mobility Aid means a device used to facilitate the transport, in a seated posture, of a person with a disability.
  • Mobility Assistive Device means a cane, walker, wheelchair, scooter or similar aid.
  • New Internet Website means either a website with a new domain name or a website with an existing domain name undergoing a significant refresh.
  • Redeployment means the reassignment of employees to other departments or jobs within the organization as an alternative to layoff, when a particular job or department has been eliminated.
  • Unconvertible means if it is not technically feasible to convert the information or communications. It also means if the technology to convert the information or communications is not readily available.
  • Web Content Accessibility Guidelines means the World Wide Web consortium recommendation, dated December 2008, entitled “Web Content Accessibility Guidelines” (WCAG) 2.0.

General Provisions

This section covers the general requirements of the Integrated Accessibility Standards Regulation.

Multi-Year Accessibility Plan

Orium’s Multi-Year Accessibility Plan outlines a phased-in strategy to prevent and remove barriers and addresses the current and future requirements of the Accessibility for Ontarians with Disabilities Act(AODA). Orium will review the progress and implementation of the plan, post the information on our website and will provide it in alternative formats upon request The plan will be reviewed and updated at least once every five years.

Procuring or Acquiring Goods, Services or Facilities

Orium will use accessibility criteria and features when procuring or acquiring goods, services or facilities, except where it is not practical to do so, in which case, if requested we will provide an explanation.

Training

Orium will ensure that training is provided to all employees and regular fee-for-service staff on the requirements of the accessibility standards referred to in the regulation and on the Human Rights Codeas it pertains to persons with disabilities Training will be provided as soon as practicable If any changes are made to this policy or the requirements training will be provided We shall maintain a record of the dates when training is provided and the number of individuals to whom it was provided.

Information and Communications Standard

Orium will create, provide and receive information and communications in ways that are accessible to people with disabilities.

If Orium determines that it is not technically feasible to convert the information or communications, or the technology to convert the information or communications is not readily available, we will be obligated to provide the person that requires the information, with an explanation as to why the information or communications are unconvertible; and a summary of the unconvertible information or communications.

Emergency Information

If Orium prepares emergency procedures, plans or public safety information and makes the information available to the public, we shall provide the information in an accessible format or with appropriate communication supports, as soon as practicable, upon request.

Feedback

Orium has a process in place for receiving and responding to feedback and will ensure that those processes are provided in accessible formats and with communication supports upon request We will notify the public about the availability of accessible formats and communication supports.

Accessible Formats and Communication Supports

Orium shall be obligated to provide or arrange for accessible formats and communication supports for persons with disabilities for the situations a) through d) listed below:

  1. Upon request in a timely manner that takes into account the persons’ accessibility needs due to a disability;
  2. At a cost that is no more than the regular cost charged to other persons;
  3. Consult with the person making the request and determine suitability of an accessible format or communication support;
  4. Notify the public about the availability of accessible formats and communication supports.

Website Accessibility

Orium shall make their internet website and web content conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 initially at Level A and increasing to Level AA All information on website back dated to 2012 will be accessible By January 1, 2021 all internet website and web content will conform with WCAG 2.0 Level AA

Employment Standard

The Employment Standard builds upon the existing requirements under the Ontario Human Rights Codein relation to how we provide accessibility throughout the entire employment cycle It applies in respect to employees and does not apply to volunteers and other non-paid individuals.

The requirements of the Employment Standard shall be met by Orium by January 1, 2016 unless otherwise specified.

Recruitment

Orium shall notify employees and the public about the availability of accommodations for applicants with disabilities as per three (3) items below:

  1. When job applicants are individually selected to participate in an assessment or selection process;
  2. If a selected applicant requests an accommodation, Orium shall consult with the applicant and provide or arrange for the provision of a suitable accommodation that takes into account the applicant’s disability;
  3. Notify successful applicants of the policies for accommodating employees with disabilities.

Employee Notification

Orium shall inform its employees of its policies used to support its employees with disabilities, including but not limited to, policies on the provision of job accommodations that take into account an employee’s accessibility needs due to a disability

Orium shall provide information required under this section to new employees as soon as practicable after they begin their employment and whenever there is a change to existing policies on the provision of job accommodations that take into account an employee’s accessibility needs due to a disability.

Accessible Formats

In addition and where an employee with a disability requests it, Orium will consult with the employee to provide or arrange for the provision of accessible formats and communication supports as per the three (3) points below:

  • information that is needed in order to perform the employee’s job;
  • information that is generally available to employees in the workplace; and
  • consult with the employee making the request in determining the suitability of an accessible format or communication support.

Individual Accommodation Plan (IAP)

Orium shall have in place a written process for the developing a documented individual accommodation plan for employees with a disability Process to include for consideration the twelve (12) points below:

  • The employee’s participation in the development of the IAP;
  • Assessment on an individual basis;
  • Identification of accommodations to be provided;
  • Timelines for the provision of accommodations;
  • Orium may request an evaluation by outside medical or other expert, at our expense, to assist with determining accommodation and how to achieve accommodation;
  • Employee may request the participation of a representative from their bargaining agent, where represented, or otherwise a representative from the workplace not a from a bargaining agent;
  • Steps taken to protect the privacy of the employee’s personal information;
  • Frequency with which the IAP will be reviewed and updated and the manner in which it will be done;
  • If denied, the reasons for denial are to be provided to the employee;
  • A format that takes into account the employee’s disability needs;
  • If requested, any information regarding accessible formats and communication supports provided;
  • Identification of any other accommodation that is to be provided.

Return to Work

Orium will have in place a return to work process for employees who have been absent from work due to a disability and require disability-related accommodation in order to return to work Such processes must be documented and must outline the steps that Orium will take to facilitate the return to work and include an individual accommodation plan.

Performance Management, Career Development and Advancement, and Redeployment

Orium will take into account the accommodation needs and/or individual accommodation plans of employees for the three (3) points below when:

  • Using performance management processes;
  • Providing career development and advancement information;
  • Using redeployment procedures.

Workplace Emergency Response Information

Orium shall provide individualized workplace emergency response information to employees who have a disability as per the four (4) points below:

  • If the disability is such that the individualized information is necessary and the employer is aware of the need for accommodation due to the employee’s disability;
  • If the employee who receives an individual workplace emergency response information requires assistance and with the employee’s consent, Orium shall provide the workplace emergency information to the person designated by Orium to provide assistance to the employee;
  • As soon as practicable after becoming aware of the need for accommodation due to the employee’s disability;
  • Review the individualized workplace emergency response information when the employee moves to a different location in the organization, when overall accommodations needs or plans are reviewed and when the employer reviews its general emergency response policies.

Transportation Standard

The Transportation Standard will make it easier for people to travel in Ontario, including persons with disabilities, older Ontarians and families traveling with children in strollers. The Transportation Standard does not apply to us an organization, but we will inform staff through staff training on the upcoming changes and its impact and benefits to the community for people with disabilities

Public Spaces Standard

Orium shall incorporate accessibility into public spaces that are newly constructed or redeveloped on and after January 1, 2017 Orium does not have any public spaces and it is unlikely that we will develop public spaces If we should we will ensure that we follow the existing requirements stated under the Design of Public Spaces Standards (Accessibility Standards for the Built Environment) for recreational trails and beach access routes, outdoor public use eating areas, outdoor play spaces, exterior paths of travel, accessible parking, and service related elements. We shall provide maintenance and restoration of public spaces, where applicable, by ensuring our multi-year accessibility plan includes procedures for preventative and emergency maintenance of accessible elements in public spaces and procedures for dealing with temporary disruptions when accessible elements required under this section are not in working order.

Regulatory Requirements

An Administrative Monetary Penalties scheme is being established under the Accessibility for Ontarians with Disabilities Act (AODA) The scheme will allow a director or a designate to issue an order against a person, organization or corporation to pay a penalty amount as a result of non-compliance with the AODA or the accessibility standards The largest penalty amount that can be issued to an individual or an organization that is not a corporation is $50,000.

Use of administrative monetary penalties will be considered an avenue of last resort when all other compliance assistance and improvement options have been exhausted

The License Appeal Tribunal (LAT) will hear appeals from organizations of director’s orders, but not individual complaints Individuals who feel their human rights have not been met would continue to complain to the Ontario Human Rights Commission.