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ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES

(AODA) - CUSTOMER SERVICE POLICY

1.0 PURPOSE

 

1.1       Statement of Commitment: Trudell Medical International (TMI) is committed to ensuring equal access and participation for people with disabilities.  We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence.  We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner and to the extent possible.  We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws.

 

2.0 SCOPE

 

2.1       This Policy applies to all employees, officers and Board directors of the Company and to the Company’s independent contractors who are bound by this Policy by contract.

 

3.0 DEFINITIONS

 

3.1       Barrier. As defined by the AODA, means anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability.  This includes a physical barrier, an architectural barrier, information or communications barrier, an attitudinal barrier, a technological barrier, a policy or a practice.

3.2       Disability.  As defined by the AODA and the Ontario Human Rights Code, means: 

  • Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness 
  • 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 Ontario Workplace Safety and Insurance Act

 

4.0 PROCEDURE

 

4.1       Assistive Devices.   TMI welcomes persons with disabilities to use assistive devices to obtain, use or benefit from our services.  TMI will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.      

4.2       Service Animals.  TMI welcomes persons with disabilities who are accompanied by a service animal onto the parts of our premises that are open to the public and commits to finding alternatives to the use of service animals if the service is provided in a location in which animals are prohibited by law (ie. Health and Safety reasons).  If required, documentation from a regulated health professional may be requested.    

4.3       Support Persons.  TMI welcomes persons with disabilities who are accompanied by a support person to assist with communication, mobility, personal care or medical needs or with access to services.  Any admission fee for the support person would be waived.      

4.4       Temporary Disruptions to Service.  In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, TMI will notify customers promptly.  A notice regarding a temporary disruption will include information about the reason for the disruption, its anticipated duration, and a description of alternative services, if available.  The notice will be placed in reception areas of our locations, and, when appropriate, shall be placed on TMI’s website.

4.5       Training.  TMI will provide training to all employees.  This training will be provided to staff during their initial orientation and when changes are made to our accessible customer service plan.  Training will include: 

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Aspects of the Ontario Human Rights Code that relate to persons with disabilities
  • How to interact and communicate with people 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 a support person. How to use equipment or devices (ie. TTY, wheelchair lifts, etc.) that may help with the provision of services to a person with a disability
  • What to do if a person with a disability is having difficulty accessing TMI’s services
  • TMI will keep records of the training including dates on which training is provided and the number of individuals to whom it is provided

4.6       Self-Service Kiosks.  TMML will consider accessibility features when acquiring self-service kiosks.

4.7       Communication.  TMI is committed to meeting the communication needs of people with disabilities.  TMI will consult with people with disabilities to determine their information and communications needs.             

4.8       Feedback.  Customers who wish to provide feedback on the way that TMI provides its goods and services to people with disabilities can do so by e-mail, telephone, or mail.

Email:               hr@trudellmed.com
Telephone:       (519) 455-7060
Mail:                 Attention: HR Department
                         725 Third St., London, Ontario, N5V 5G4

Accessible formats and communication supports can be made available upon request. Customers wishing to receive a response will provided in a format requested by the customer.  This response will be received by the customer within 7 business days and will include an acknowledgement of the receipt of the customer’s feedback and will outline any further action(s) to be taken. 

4.9       Modifications To This Or Other Policies.  TMI’s policies will always respect and promote the dignity and independence of individuals with disabilities. Modifications to policies will be communicated to employees. 

 

(AODA) - INTEGRATED ACCESSIBILITY STANDARDS POLICY

1.0 PURPOSE

 

1.1       Statement of Commitment: Trudell Medical International (TMI) is committed to ensuring equal access and participation for people with disabilities.  We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence.  We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner to the extent possible.  We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws as well as the TMI Customer Service Policy.

1.2       These standards were developed to identify, remove and prevent barriers and increase accessibility for persons with disabilities in the areas of information, communications and employment.

 

2.0 SCOPE

 

2.1       This Policy applies to all employees, officers and Board directors of the Company and to the Company’s independent contractors who are bound by this Policy by contract.

 

3.0 DEFINITIONS

 

3.1       Barrier. As defined by the AODA, means anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability.  This includes a physical barrier, an architectural barrier, information or communications barrier, an attitudinal barrier, a technological barrier, a policy or a practice.

3.2       Disability.  As defined by the AODA and the Ontario Human Rights Code, means: 

  • Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness 
  • A condition of mental impairment or a developmental disability 
  • A learning disability or a dysfunction in one of 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 Ontario Workplace Safety and Insurance Act

 

4.0 GENERAL STANDARDS

 

4.1       Accessibility Plan.   TMI will maintain and document an Accessibility Plan which will outline a strategy to prevent and remove barriers from its workplace.  The Accessibility Plan will be reviewed and updated at least once every five years, and will be posted on the company’s internal and external websites.  Upon request, a copy of the Accessibility Plan will be provided in alternate formats.          

4.2       Employee Training.  TMI will provide training to all employees, all persons who participate in developing policies; and, all other persons who provide goods, services or facilities on behalf of TMI.  Employees will be trained in accessibility laws and aspects of the Ontario Human Rights Code that relate to persons with disabilities. The training will be appropriate to the duties of the employee and will be provided in the New Hire Orientation.

 

5.0 INFORMATION AND COMMUNICATIONS STANDARDS

 

5.1       Accessible Websites.   By January 1, 2014, TMI will ensure that all websites conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, Level A except where this is impracticable.

5.2       Feedback.   TMI will ensure existing feedback processes are accessible to people with disabilities by providing, or arranging accessible formats and communications supports upon request.

5.3       Accessible Formats and Communication Support.  Upon request, TMI will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner, taking into account the person’s accessibility needs.  TMI will consult with the person making the request in determining the suitability of an accessible format or communication support.  TMI will also notify the public about the availability of accessible formats and communication supports.

 

6.0 EMPLOYMENT STANDARDS

 

6.1       Workplace Emergency Response Information.   TMI will provide employees with disabilities with individualized emergency response information when necessary.  Where the employee requires assistance, TMI with the consent of the employee, will provide the workplace emergency response information to the person designated to provide assistance to the employee.  

6.2       Recruitment, Assessment and Selection Process.  TMI will notify its employees and the public about the availability of accommodation for applicants with disabilities in its recruitment process. TMI will notify job applicants, when they are individually selected to participate further in an assessment or selection process that accommodations are available upon request in relation to the materials or processes. If a selected applicant requests an accommodation, TMI will consult with the applicant and provide or arrange for the provision of a suitable accommodation in a manner that takes into account the accessibility needs due to a disability. 

6.3       Offers of Employment.  When making offers of employment, TMI will notify the successful applicant of its policies for accommodating employees with disabilities.

6.4       Informing Employees of Support.   TMI will inform employees of its policies, and any changes, used to support employees with disabilities.  This information will be provided to new employees as soon as practicable after commencing employment. 

6.5       Accessible Formats and Communication Supports for Employees.  Upon the request of an employee with a disability, TMI will consult with the employee to provide or arrange for the provision of accessible formats and communication supports for information that is needed to perform the employee’s job, and information that is generally available to other employees.

6.6       Documented Individual Accommodation Plans.   TMI will maintain a written process for the development of documented individual accommodation plans.  Information regarding accessible formats, communications and supports will be included as well as any workplace emergency response information. 

6.7       Return to Work Process.   TMI maintains a documented return to work process for its employees who have been absent from work due to a disability and who require disability-related accommodations in order to return to work.  This process will include any documented individual accommodation plans.  The return to work process will not replace any other return to work process created by any other statute. 

6.8       Performance Management, Career Development and Advancement, and Redeployment.  TMI will consider the accessibility needs of employees with disability, as well as individual accommodation plans, when conducting performance management, providing career development and advancement to employees or when redeploying employees

6.9       Questions About This Policy.  If anyone has any questions about this policy or would like to obtain this document in an alternate format, please contact the HR department. 

Email:               hr@trudellmed.com
Telephone:       (519) 455-7060
Mail:                 Attention: HR Department
                        725 Third St., London, Ontario, N5V 5G4