Accessibility Policy and Accessible Customer Service Policy

We value your input.

To enhance our services for individuals with disabilities, we welcome your feedback. Share your thoughts via email at info@dspm.ca, call us at 905-851-1717 or send us your inquiry by mail or at the main reception. Expect a response within 30 days.

DSPM
Attention: Accessibility Support
50 Nimacor Avenue
Vaughan, ON, L4K 4Z9

POLICY

The Accessibility Policy outlines the strategy of the Company to achieve accessibility and
otherwise meet the requirements of the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”).

The Accessible Customer Service Policy applies to all employees, directors and officers of the Company who deal with customers in Ontario, including persons who acts as agents (such as contractors or independent consultants) and to all persons who are responsible for developing
and updating policies about how the Company deals with customers in Ontario.

STATEMENT OF COMMITMENT

The Company is committed to treating all people in a way that allows them to maintain their dignity and independence. The Company believes in integration and equal opportunity. It is committed to meeting the needs of people with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the AODA.

The Company is committed to providing services, programs, goods and facilities to persons with disabilities in a manner that:

  • Is free from discrimination
  • Seeks to provide integrated services
  • Is in an accessible format, and
  • Takes into consideration a person’s disability.

The Company relies on all of its employees, volunteers and partners to assist with maximizing accessibility within the Company by:

  • Identifying potential barriers and proposing ways to remove them
  • Participating in training
  • Learning how to interact with people with disabilities, including those who require the use of a support person or service animal
  • Learning how to use existing accessibility devices

ACCESSIBILITY COORDINATOR

The Company has appointed an Accessibility Coordinator who will provide primary oversight and guidance on the implementation of AODA accessibility standards.

As appropriate, the Accessibility Coordinator will also support and work with managers, supervisors and employees to ensure ongoing compliance, to remove barriers and to improve accessibility.

The Accessibility Coordinator will review the Company’s various accessibility policies, practices and procedures at least once every calendar year.

ACCESSIBILITY POLICIES

The Company will develop, implement and maintain other accessibility policies, plans or procedures and take all other measures as may be required by the AODA or any of the regulations or accessibility standards.

INFORMATION AND COMMUNICATION

The Company is committed to meeting the communication needs of people with disabilities. Accessible formats and communication supports are available upon request.

The Company’s commitment does not necessarily apply to products and product labels, unconvertible information or communications and information that the Company does not control directly or indirectly through a contractual relationship. If it is determined that information or communications are unconvertible, the Company will provide the person requesting the information or communication with an explanation as to why the information or communications are unconvertible as well as a summary of the unconvertible information or communications.

COMMUNICATION AND ASSISTIVE DEVICES

For the purposes of this policy, an “assistive device” is a tool, technology or other mechanism that enables a person to maintain their independence in everyday life by performing tasks and activities such as moving, communicating or lifting.

In order to promote understanding of the content and intent of the communication, all communication with people with disabilities will be done in a manner that takes into account the disability. To that end, persons using assistive devices will be permitted – where possible and permitted by law – to use those devices while on any part of the Company’s premises which are open to the public. It is understood, however, that the use and safety of any personal assistive device is the responsibility of the person with the disability.

Where the use of an assistive device cannot be used because of some barrier, attempts will be made to remove the barrier or the person with the disability will be asked how he or she can be accommodated and/or what alternative methods may be available to assist the person in accessing Company goods, services or facilities.

SERVICE ANIMALS

For the purposes of this policy, an animal is a service animal for a person with a disability if:

  • It is readily apparent that the animal is used by a person with a disability for reasons relating to his/her disability; or
  • The person provides a letter from a physician or nurse confirming the need for the animal for reasons relating to a disability.

This includes any animal used by a person with a disability for reasons relating to the disability, such as guide dogs, hearing alert animals, seizure alert animals, and psychiatric animals. A person with a disability who is accompanied by a service animal is permitted to access all parts of the Company’s premises that are open to the public, provided that the animal is not otherwise excluded by law. If for some reason the service animal is excluded by law, the Company will attempt to find an alternate means within a reasonable time frame to provide the person with the disability access.

If it is not readily apparent that the animal is a service animal, the Company reserves the right to ask the person with the disability to provide a letter from a physician or nurse confirming that the person requires the animal for reasons relating to his/her disability.

SUPPORT PERSONS

For the purposes of this policy, a “support person” is any person who accompanies a person with a disability in order to assist that person with their disability, such as providing assistance with mobility issues, communication, personal or medical needs, or with accessing goods or services. A person with a disability who is accompanied by a support person will be allowed to have that person accompany him or her on the Company’s premises. To preserve confidentiality, consent forms may have to be signed by both the customer as well as the support person to authorize the Company to discuss confidential information in the presence of the support person.

NOTICE OF TEMPORARY DISRUPTION

In the event of a planned or unexpected disruption to the Company’s services or facilities, such as access to the Company’s building, we will notify customers promptly of any such planned or unexpected disruption as follows:

  • Where a meeting is scheduled with a client, the client shall be notified of the temporary disruption by e-mail in advance of the meeting so that appropriate alternative arrangements can be made
  • The information will be posted on a conspicuous place on the website
  • A copy of the notice will be posted at the entrance of all affected buildings operated by the Company to which the public has access

Where possible, the notice will be posted a minimum of one (1) week in advance of any plannedor expected shutdowns. The posted notice will include information about:

  • The date, time and location of the disruption
  • The reason for the disruption
  • The anticipated length of time; and
  • A description of alternative facilities or services available, if any.

TRAINING FOR STAFF

Training will be provided to everyone covered by this Policy, and will include ongoing training when changes are made to this Policy or any related change to other policies, practices or procedures. This training will be provided to all new employees as soon as possible following hiring, but no later than one month post-hiring. Records of this training will be kept on file.

Training will include:

  • An overview of the AODA
  • The specific requirements of the Customer Service Standard
  • A review of this Policy
  • How to interact and communicate with people with various disabilities and with those who use assistive devices or require the assistance of a service animal or support person
  • How to use the assistive devices we already have
  • What to do if a person with a disability is having difficulty accessing the Company’s, services or facilities.

FEEDBACK PROCESS

Customers, other members of the public, and employees are all invited to provide feedback about the way in which we provide our services to people with disabilities. This may include areas that require changes or improvements. All feedback can be provided via telephone, e-mail or in writing and directed to the Company’s Accessibility Coordinator Ileana Battiston CFO/HR.

If a person’s disability prevents them from providing feedback by e-mail or in writing, alternative arrangements will be made which take into account the person’s disability. When complaints or concerns are received, every effort will be made to respond within two (2) weeks of the receipt of the complaint or concern, or earlier where circumstances dictate.

ACCESSIBILITY OF DOCUMENTS

This Policy and all other documents required by the AODA pertaining to our policies, practices and procedures on the provision of goods and services to persons with disabilities can also be obtained by contacting the Accessibility Coordinator using the contact information set out above. Upon request, reasonable attempts will be made to provide these documents to clients with disabilities in a format that takes into account the person’s disability.

Notice of availability of these documents will posted in a conspicuous place at each of the Company’s locations where this Policy applies.