Purpose
OCAS Application Services Inc. (“OCAS”) complies with the requirements of the Integrated Accessibility Standards, Ontario Regulation 191/11 under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”).
OCAS is committed to providing services in a way that respects the dignity and independence of persons with disabilities. We are committed to giving people with disabilities the same opportunity to access and benefit from our services, in the same place and in a similar way as other customers, unless an alternative measure is necessary.
Scope
This policy applies to employees, volunteers, agents and / or contractors who deal with the public on behalf of OCAS or other third parties that act on behalf of OCAS in the provision of goods and services.
Responsibility
Everyone at OCAS must treat customers with dignity and respect. Customers with disabilities should be treated and communicated with in a manner that accounts for their disability, where applicable. OCAS requires that everyone providing services on its behalf give customers equal opportunity to access goods and services, and that accommodations be made where needed.
OCAS leadership is responsible for achieving equal accessibility and ensuring that employees have the training and knowledge to enable them to serve customers with disabilities, as well as ensuring that OCAS meets its obligations under the AODA in accordance with this Policy. Managers are also responsible for enforcing this Policy.
Employees are responsible for taking part in training and to always abiding by OCAS’ policy and procedures regarding accessibility, including but not limited to this Policy.
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 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.
Customer Service Requirements
The Provision of Services to Persons with Disabilities
Communication:
We will communicate with people with disabilities in ways that take into account their disability.
We will train staff who communicate with customers on how to interact and communicate with people with disabilities.
To the extent possible, customers with disabilities will be offered alternative communication formats that will meet the needs of the customer as promptly as feasible.
To the extent possible, documents will be provided to customers in an alternative format that will meet the needs of the customer in a timely fashion.
Telephone Services:
We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in a manner that takes their disability into account, in clear and plain language and speaking speak clearly and slowly as needed.
We will offer to communicate with customers by email or other available means if telephone communication is not suitable to their communication needs, or is not available.
Assistive Devices:
OCAS is committed to serving people with disabilities who use assistive devices to obtain, use, or benefit from our services. People with disabilities may use their own personal assistive devices while obtaining any service provided by OCAS. We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.
Service Animals:
OCAS welcomes 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 staff dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
Support Person:
OCAS welcomes people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter the premises with their 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 our premises.
In situations where confidential information may be discussed in the presence of a support person, OCAS will obtain consent from the person with the disability prior to any conversation where confidential information may be discussed.
OCAS may require a person with a disability to be accompanied by a support person if, after consulting with the person and considering available evidence, OCAS determines a support person is necessary for health or safety reasons and there is no other reasonable way to address the health or safety concern.
Notice of Disruptions in Service
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of OCAS. In the event of any planned or unexpected disruptions to facilities or services that customers with disabilities rely on to access or use OCAS’ services, reasonable efforts will be made to notify customers promptly. Where possible, such notices will include information about the reason for the disruption, how long the disruption is expected to last, and a description of any alternative services or facilities, if available. We recognize that the ability to provide appropriate notice of a disruption may be limited in cases of an emergency that caused the temporary disruption.
Such notice will be placed or available on the OCAS website.
Training for Staff
OCAS provides training to employees, volunteers, persons who participate in policy development, and all others who provide goods or services on behalf of OCAS. Training includes the review of the purposes of the AODA and its customer service-related requirements. Individuals are also instructed about how to interact and communicate with people with disabilities, how to interact with those who use an assistive device, or who need a guide dog/service animal or support person, how to use any equipment or devices available on OCAS premises, and what to do if a person with a disability is having difficulty accessing OCAS goods or services.
Training is provided on an ongoing basis when there are any changes to policies addressing customer service for people with disabilities, and it is provided to new employees as soon as practicable. OCAS retains records of training provided.
Feedback Process
OCAS customers can provide feedback, including feedback regarding the provision of services to people with disabilities. Feedback regarding the way OCAS provides services to people with disabilities can be made through communications channels such as email, mail, telephone (as set out below) or via our contact page at ocas.ca/accessibility. All feedback will be acknowledged. If a complaint is received about the way OCAS provides goods or services to a person with a disability, OCAS will review the complaint as soon as practicable and discuss the complaint with the complainant. Where appropriate, OCAS will take corrective action to address the concerns raised in the complaint.
Feedback may be provided verbally (in person or by telephone) or written (handwritten, delivered or email) or by other means as required. Feedback will be used to improve service.
Submitting Feedback
Feedback can be submitted to:
Manager, Contact Centre / or Appointee
Tel: 519-763-4725
Toll-free (in Canada): 1-888-892-2228
Email: accessibility@ocas.ca
Mail or in person: 60 Corporate Court, Guelph, ON N1G 5J3
Notice of Availability and Format of Documents
OCAS will post a notice on its website to inform customers of their right to obtain copies of this Policy and any other document required by the AODA. OCAS will make every reasonable attempt to make available the requested documents in a format or with a communication support that accounts for the customer’s disability.
Accessible Website and Web Content
OCAS will ensure, where practicable and where OCAS controls the websites and web content directly or through a contractual relationship, that its web content conforms to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 at Level AA.
Questions about this Policy
If anyone has a question about the Policy, or any questions about the purpose of the Policy or its related procedures please contact:
Manager, Contact Centre
Email: services@ocas.ca
60 Corporate Court, Guelph, ON N1G 5J3
Should you wish us to arrange for accessible formats and communication supports, please include the following with your request:
Name
Contact information (telephone and/or email)
Brief summary of your needs
This policy and its related procedures will be reviewed on an annual basis as necessary to ensure compliance with the AODA and updated when required in the event of legislative changes. OCAS is committed to developing policies that respect and promote the dignity and independence of persons with disabilities. OCAS policies and procedures are developed and updated to promote full access to our services and respect for all.
Referenced Documents
Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c 11
Integrated Accessibility Standards, Ontario Regulation 191/11
Blind Person’s Rights Act, R.S.O. 1990, c. B. 7
Dog Owners' Liability Act, R.S.O. 1990, c.D.16
Ontario Human Rights Code, R.S.O. 1990, c. H.19