Accessibility Standards & Feedback Posted by Belanger Engineering December 5th, 2017

Accessibility for Ontarians with Disabilities (AODA)

1.0 POLICY

Belanger Engineering is committed to providing its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place, and in a similar way as other customers. The goal of Belanger Engineering is to meet and surpass customer expectations while serving customers with disabilities.

Comments on our services regarding how well those expectations are being met are always welcomed and appreciated. Feedback regarding the way our company provides goods and services to people with disabilities can be made by contacting the Office Manager in person, via email, or telephone and they can expect to receive a response within two working days of receipt of feedback.

2.0 PURPOSE

The purpose of this policy is to ensure service excellence to customers with disabilities and that all interactions with customers are conducted in such a way as to respect and maintain the dignity and independence of people with disabilities.

3.0 SCOPE

This policy applies to all employees, contractors, sub-contractors of Belanger Engineering or anyone else who provides goods and services on behalf of the company.

4.0 RESPONSIBILITY

All employees, contractors, sub-contractors, and volunteers of Belanger Engineering will communicate with people with disabilities in ways that take into account his or her disability; and, communicate over the telephone in clear and plain language and speak clearly and slowly. If telephone communication is not suitable to the customers’ communication needs or is not available, we will offer to communicate with customers via an alternate means (e.g., email, “relay” services with our telephone provider).

The Office Manager is accountable for the implementation of this policy. All issues or questions regarding this policy should be directed to this person.

5.0 DEFINITIONS

“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 the foregoing, includes diabetes, mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, 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, or
  • An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997;
6.0 REFERENCES and RELATED POLICY AND PROCEDURES

Accessibility for Ontarians with Disabilities Act, 2005
Accessibility Standards for Customer Service, Ontario Regulation 429/07

7.0 PROCEDURE

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all employees, contractors, sub-contractors, volunteers and others who provide goods and services on behalf of the company, are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

Any person with a disability who is accompanied by a support person will be allowed to enter Belanger Engineering’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on company premises.

Belanger Engineering will provide training to all employees, contractors, sub-contractors, and volunteers of Belanger Engineering who deal with the public or other third parties on its behalf, and all those who are involved in the development and approval of customer services policies, practices and procedures. This training will be provided to all new or newly re-hired staff following the successful completion of the employee’s “probationary period”. Training will include the following:

  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of 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 support person;
  • What to do if a person with a disability is having difficulty accessing the goods and services of Belanger Engineering; and,
  • Continuous and ongoing training will be provided to ensure staff have the most up-to-date information on the customer service standard and the way in which goods and services are provided to people with disabilities.
8.0 ATTACHMENTS

None

Feedback Process

1.0 POLICY

1.01
Under the AODA, Ontario Regulation 191/11 entitled “Integrated Accessibility Standards Regulation” (Integrated Regulation) came into force July 1, 2011. The regulation establishes accessibility standards for information and communications. Belanger Engineering Corp. is included in the regulation’s definition of an “obligated organization” and must comply with the feedback requirements of the regulation beginning January 1st, 2017.

1.02
Upon request, Belanger Engineering Corp. will provide or will arrange for the provision of accessible formats and communication supports in its feedback processes to ensure that these processes are accessible to persons with disabilities in a timely manner.

1.03
Belanger Engineering Corp. will notify the public about the availability of this feedback process in accessible formats and with communication supports.

1.04
Belanger Engineering Corp. encourages and appreciates feedback and comments on the manner in which it provides its information and communications to people with disabilities.

1.05
Belanger Engineering Corp. has established procedures relating to accessible formats and communications supports for persons with disabilities and notification procedures for the public about the availability of accessible formats and communication supports. Please refer to these policies and notification.

2 PURPOSE

2.01
The purpose of this Statement of Policy and Procedures is to ensure that the processes for receiving and responding to feedback are accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communications supports upon request.

3 SCOPE

3.01
This policy applies to Belanger Engineering Corp.’s:

  • Customers
  • Employees
  • Volunteers
  • Contractors and subcontractors engaged by Belanger Engineering Corp.
4 RESPONSIBILITY

4.01
The Office Manager is the administrative entity responsible for the administration of this policy. It is the responsibility of the office manager to ensure the application of this policy and that the organization achieves compliance with the law and creates an environment that provides the widest feasible scope of access, which is the right or opportunity to reach, use or participate in the organization’s information and communications systems and services.

4.02
Managers, immediate supervisors and department heads are responsible for ensuring that all employees follow the guidelines set out in this policy.

4.03
Each manager, immediate supervisor and department head is responsible to ensure all employees are trained under the Accessibility Regulations and Standards under the AODA, the Human Rights Code and all related policies, practices and procedure.

4.04
All employees, volunteers, contractors and subcontractors, any other person acting on behalf of Belanger Engineering Corp. and persons involved in the creation of Belanger Engineering Corp.’s policies are responsible for adhering to and following the commitments set out in this policy.

5 DEFINITIONS

5.01
“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.

5.02
“Accessible information and communications” means considering accessibility and all ability levels when planning information and communications and giving people adequate time to process and reply to information provided.

5.03
“Accommodation” means the special arrangements 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.

5.04
“Communication supports” may include, but are not limited to, captioning, alternative and augmentative communication, plain language, sign language and other supports that facilitate effective communications.

5.05
“Communications” means the interaction between two or more persons or entities, or any combination of them, where information is provided, sent or received.

5.06
“Dignity” means that service is provided in a way that allows the individual to maintain self-respect and the respect of other persons.

5.07
“Disability” means:

  • (a) 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 the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, blindness or visual impediment, 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
  • (b) A condition of mental impairment or a developmental disability
  • (c) A learning disability or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language
  • (d) A mental disorder
  • (e) An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997

The foregoing definition includes disabilities of differing severity, whether visible or non-visible and whether temporary or permanent in nature.

5.08
“Equal opportunity” means that service is provided to individuals in such a way that they have an opportunity to access goods or services equal to that given to others.

5.09
“Independence” means when a person is able to do things on their own without unnecessary help or interference from others.

5.10
“Information” includes data, facts and knowledge that exists in any format, including text, audio, digital or images and that conveys meaning.

5.11
“Integration” means that service is provided in a way that allows the individual to benefit from equivalent services, in the same place and in the same or similar way as other individuals, unless an alternate measure is necessary to enable the individual to access goods or services.

5.12
“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.

5.13
“Reasonable efforts” means taking approaches that meet the required needs of the individual.

5.14
“Web page” means a non-embedded resource obtained from a single Uniform Resource Identifier (URI) using Hypertext Transfer Protocol (HTTP) and any other resources that are used in the rendering or intended to be rendered together with it by a user agent.

6 REFERENCES and RELATED STATEMENTS of POLICY and PROCEDURES

Accessibility for Ontarians with Disabilities Act, 2005
Accessibility Standards for Customer Service, Ontario Regulation 429/07
The Integrated Accessibility Standards Regulation (O. Reg. 191/11)
SPP AS 4.01 – Committing to and providing for accessible information and communications
SPP AS 4.02 – Accessible formats and communication supports
SPP AS 4.04 – Emergency response procedures, plans or public safety information
SPP AS 4.05 – Accessible website and web content
SPP AS 4.06 – Educational and training resources and materials
SPP AS 4.07 – Training to educators
SPP AS 4.08 – Public libraries and libraries of educational and training institutions

7 PROCEDURES

7.01 Feedback process and form
Belanger Engineering Corp. has developed a process and form for customers and the public to provide feedback on how the organization is providing accessible information and communications that meets their needs. That process includes how we respond to such feedback in a timely manner.

The process consists of the following:

  • Information will be posted at our offices at [location] and placed on Belanger Engineering Corp.’s website inviting users of its services or the public to provide feedback on their experience with or concerns about the information and communications system/platform including all types of company documentations received or used.
  • Printed information is available inviting people with disabilities to provide feedback on their experience or concerns about the accessibility of Belanger Engineering Corp.’s information and communications system/platform and documentations used. The accessible information and communication system/platform feedback form is used for that purpose. This form can be emailed, faxed, mailed and submitted online.
  • Those wishing to make feedback comments can do so:
    • Electronically (by email) at Feedback@belangerengineering.ca
    • In person and verbally, at our offices at 1060 Britannia Road E, Unit 23, Mississauga Ontario L4W4T1
    • By telephone at 905-795-9997
    • Via the organization’s corporate website www.belangerengineering.ca
    • In any other format necessary that meets the need of the person with a disability

7.02
Regardless of which process is used to provide feedback, the feedback form will always be used to record and track feedback. The form will either be filled in directly by the person providing the feedback or by the person receiving the feedback.

7.03
Employees must ensure these requests are dealt with immediately. Some feedback may, however, require more time to address and may need to be reviewed before an action is taken.

7.04
Belanger Engineering Corp. will respond to the feedback using the same format in which it was received.

7.05
Belanger Engineering Corp. will not impose any additional charge for information provided in accessible formats in excess of the regular cost charged to other persons.

7.06
Employees must record and retain all feedback received and note when it was submitted, how it was submitted, who received the feedback, what was requested, when and how it was dealt with, by whom and when, and if the feedback was dealt with to the satisfaction of the customer.

7.07
This policy has been developed to provide accessible services for clients with disabilities. If any member of the public has a question about this policy, or if the purpose of the policy is not understood, an explanation will be provided by contacting [insert person responsible]. This policy is available in an alternative format upon request.

7.08
This policy will be available on the organization’s corporate website and at the reception area.

7.09
This policy is available in an alternative format upon request.