AODA Customer Service

Providing goods, services or facilities to people with disabilities
The CLF is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

The CLF understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.

The CLF is committed to complying with both the Ontario Human Rights Code and the AODA.

The CLF is committed to excellence in serving all supporters including people with disabilities.

Our accessible customer service policies are consistent with the principles of independence, dignity, integration, and equality of opportunity for people with disabilities.

Assistive devices
People with disabilities may use their personal assistive devices when accessing our goods, services, or facilities.

In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services, or facilities.

We will ensure that our employees are trained and familiar with various assistive devices we have on site or that we provide that may be used by supporters with disabilities while accessing our goods, services, or facilities.

 
Communication
We will communicate with people with disabilities in ways that take into account their disability.

This may include the following:

• Screen enlargement applications (website)
• Documents available in large print

We will work with the person with a disability to determine what method of communication works for them.

Service animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

When we cannot easily identify that an animal is a service animal, our employees may ask a person to provide documentation (template, letter, or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

A regulated health professional is defined as a member of one of the following colleges:

• College of Audiologists and Speech-Language Pathologists of Ontario
• College of Chiropractors of Ontario
• College of Nurses of Ontario
• College of Occupational Therapists of Ontario
• College of Optometrists of Ontario
• College of Physicians and Surgeons of Ontario
• College of Physiotherapists of Ontario
• College of Psychologists of Ontario
• College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services, or facilities:

• Explain why the animal is excluded; and
• Discuss with the supporter another way of providing goods, services or facilities.

Support persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

We will notify supporters of this by posting a notice in the following location:

• Website

In certain cases, the CLF might require a person with a disability to be accompanied by a support person for the health or safety reasons of:

• The person with a disability; or
• Others on the premises

Before making a decision, the CLF will:

• Consult with the person with a disability to understand their needs;
• Consider health or safety reasons based on available evidence; and
• Determine if there is no other reasonable way to protect the health or safety of the person or others on the premises.

If the CLF determines that a support person is required, we will waive the admission fee or fare if applicable for the support person.

Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for supporters with disabilities the CLF will notify supporters 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 made publicly available in the following ways:

• Website

Training
The CLF will provide accessible customer service training to:

• All team members and volunteers;
• Anyone involved in developing our policies; and
• Anyone who provides goods, services, or facilities to customers on our behalf.

Employees will be trained on accessible customer service within three (3) months after being hired. Training will include:

• Purpose of the AODA and the requirements of the customer service standard;
• The CLF’s policies related to the customer service standard;
• 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;
• How to use the equipment or devices available on-site or otherwise that may help with providing goods, services, or facilities to people with disabilities; and
• What to do if a person with a disability is having difficulty in accessing the CLF’s goods, services, or facilities

Employees will also be trained when changes are made to our accessible customer service policies.

 
Feedback process
The CLF welcomes feedback on how we provide accessible customer service. Supporter feedback will help us identify barriers and respond to concerns. Supporters will be notified of how to provide feedback in the following ways:

• E-mail via website

Supporters who wish to provide feedback on the way the CLF provides goods, services, or facilities to people with disabilities can provide feedback in the following way(s):

• E-mail via website

All feedback, including complaints, will be handled in the following manner:

• Feedback will be directed to Human Resources – Feedback@liver.ca

Supporters can expect to hear back in five (5) to seven (7) business days.

The CLF will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

Notice of availability of documents
The CLF will notify the public that documents related to accessible customer service, are available upon request by posting a notice in the following location(s)/way(s):

• Via Website

The CLF will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.

Modifications to this or other policies
Any policies of the CLF that do not respect and promote the principles of dignity, independence, integration, and equal opportunity for people with disabilities will be modified or removed