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Accessible Customer
Service Policy
Policy #
3.4.2
Procedure #
-
Replaces
-
Revises
3.4.1
Date Approved
January 19, 2026
Method of Approval
Resolution# 2026-49
Effective Date
January 20, 2026
File: 03.03
Page 1 of 4
PRINCIPLES
The City of Dauphin is committed to complying with the Accessibility Standard for Customer
Service under The Accessibility for Manitobans Act. The City of Dauphin's policies, practices,
and measures reflect the principles of dignity, independence, integration, and equal
opportunity for people with disabilities.
If a barrier to accessing the City of Dauphin's goods or services cannot be removed, the City of
Dauphin seeks to provide alternate ways to access the goods or services.
1.
POLICY STATEMENT
1.1
The purpose of this policy document is to establish guidelines for inclusion, diversity,
improving access, and removing barriers at City of Dauphin facilities. All individuals
are entitled to be treated with dignity and to be provided with equal opportunities. It is
the responsibility of all management, supervisors, and staff to create and maintain
accessible customer service.
2.
DEFINITIONS
2.1
Service animal means an animal that has been trained to provide assistance to a
person with a disability that relates to that person's disability as defined in The Human
Rights Code.
2.2
Support person means a person who accompanies the person disabled by a barrier to
accessing the City of Dauphin's goods or services and assists the person in addressing
their communication, mobility, personal care, or medical needs.
3.
POLICY AVAILABILITY
3.1
The City of Dauphin maintains its Accessible Customer Service Policy in a written
format. It is posted on the City's website and is provided in an accessible format when
requested.
Accessible Customer Service
Policy
Page 2 of 4
3.2
The City of Dauphin provides its Accessible Customer Service Policy in an accessible
format when requested, within a reasonable timeframe, and at no cost to the person
requesting it.
4.
INFORMATION AND COMMUNICATIONS
4.1
When providing information to, or communicating with, a person with a disability, the
City of Dauphin provides the information and communication in an accessible format
upon request. The City of Dauphin works with the person with the disability to provide
the information in a timely manner that considers the person's disability.
4.2
When communicating with a person who self-identifies as being disabled, the City of
Dauphin staff asks the individual to identify a preferred method of communication.
Staff then communicates with the individual using the preferred method of
communication, to the best of their abilities.
4.3
The City of Dauphin uses an Access Offer sign with disability icons to let people know
the City of Dauphin can offer service in different ways.
5.
ASSISTIVE DEVICES
5.1
People with disabilities are welcome to use any personal assistive device(s) they may
require, and the City of Dauphin reasonably accommodates the use of these device(s).
6.
SUPPORT PERSONS
6.1
The City of Dauphin recognizes that a person with disabilities may be accompanied by
a support person when accessing goods and services. The City of Dauphin welcomes
all support persons who are there to assist people with disabilities and recognizes this
person may always remain with the individual.
7.
SERVICE ANIMAL
7.1
The City of Dauphin welcomes people with disabilities who are accompanied by a
service animal.
8.
BARRIER-FREE ACCESS
8.1
The City of Dauphin is committed to maintaining barrier-free access to our facilities
and services, including public events. The City of Dauphin takes all reasonable steps to
ensure that all features put in place to enable barrier-free access are maintained for
intended use.
Accessible Customer Service
Policy
Page 3 of 4
8.2
When holding a public event, the City of Dauphin takes reasonable measures to ensure
that:
a) notice of the event is given in a manner that is accessible to persons
disabled by barriers.
b) the event is held in a meeting space that is accessible.
c) the physical and communication needs of persons disabled by barriers are
met on request.
d) notice is given that persons disabled by barriers may request that relevant
supports be provided.
9.
NOTICE OF TEMPORARY DISRUPTION
9.1
In the event of a planned or unexpected disruption to any of our accessibility features
or services that affect individuals disabled by barriers, the City of Dauphin provides
public notice as soon as possible.
9.2
The City of Dauphin provides reasons why an accessibility feature is unavailable and
an estimate of when it will become available.
10.
FEEDBACK
10.1
The City of Dauphin invites feedback about accessible customer service. The City of
Dauphin documents all information received from individuals disabled by barriers
regarding their accessibility needs and provides a response that considers the person's
disability, if needed.
10.2
The City of Dauphin documents the actions it takes in response to feedback received
on accessible customer service and makes that documentation available on request in
a manner suitable for persons disabled by barriers.
11.
TRAINING
11.1
The City of Dauphin provides training to employees on accessibility requirements
under The Accessibility for Manitobans Act and the Accessible Customer Service
Standard. As new standards are developed, updates to training are developed and
provided to employees.
11.2
The City of Dauphin provides training to all employees and volunteers on how to
interact and communicate with persons disabled by barriers.
Accessible Customer Service
Policy
Page 4 of 4
11.3
The City of Dauphin provides training to all employees and volunteers that includes
instruction on how to interact with persons disabled by barriers who use an assistive
device or require the assistance of a support person or service animal.
11.4
The City of Dauphin provides training to all employees and volunteers that includes
instruction on how to use any equipment or assistive devices that may be available
onsite.
11.5
The City of Dauphin provides training to all employees and volunteers that includes
instruction on what to do if a person disabled by a barrier is having difficulty accessing
goods or services.
11.6
The City of Dauphin provides training to all employees and volunteers that includes a
review of The Accessibility for Manitobans Act, The Accessible Customer Service
Standard Regulation and The Manitoba Human Rights Code.
11.7
The City of Dauphin provides training to all employees and volunteers as soon as
reasonably practicable and on an ongoing basis after any changes are made to
accessibility legislation, policy and/or procedures.