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SUBJECT:
ACCESSIBILITY - CUSTOMER SERVICE STANDARDS POLICY
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1.0
PURPOSE
The Township of Lanark Highlands is committed to providing goods and services in a
manner that respects the dignity and independence of people with disabilities. We are
also committed to giving persons with disabilities the same opportunity to access our
goods and services and allow them to benefit from the same services, in the same
place and in a similar way as other customers.
2.0
LEGISLATIVE AUTHORITY
Through the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) Ontario is
working to make the province fully accessible to people with disabilities by 2025.
Under the Act, the Province is developing five accessibility standards that
organizations will be required to follow to identify, remove and prevent barriers to
accessibility.
The Accessibility Standards for Customer Service (Ontario Regulation 429/07) came
into force on January 1, 2008. The Township of Lanark Highlands, as a designated
public service organization, is required to be in compliance with the standard by
January 1, 2010. The standard sets requirements in a number of key areas and will
be reviewed provincially at least every five years.
3.0
SCOPE
The Township of Lanark Highlands is committed to excellence in serving all
customers, including people with disabilities.
This policy applies to all Township employees and persons acting on behalf of the
Township.
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4.0
DEFINITIONS
"Alternative Service" - means a service generally intended to be temporary that
approaches the desired result until such time as the barrier is removed or an
equivalent service is put in place;
"Assistive Device" -means an auxiliary aid such as communication aids, cognition
aids, personal mobility aids and medical aids (ex. canes, crutches, wheelchairs or
hearing aids);
"Contractor" - means a company or person with a formal or informal contract to do a
specific job on behalf of the Township of Lanark Highlands;
"Customer" - means any person who receives or seeks to receive goods or services
directly or indirectly from the Township of Lanark Highlands;
"Disability" - means the same as the definition of disability found in the Ontario
Human Rights Code;
"Equivalent" - means having similar effects;
"Service Animal" - means a service animal as defined in Ontario Regulation 429/07,
as amended;
"Support Person" - means a support person as defined in Ontario Regulation
429/07, as amended.
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5.0
ESTBLISHMENT OF POLICIES, PRACTICES AND PROCEDURES
5.1
Principles
The Township of Lanark Highlands shall use reasonable efforts to ensure that
its policies, practices and procedures are consistent with the following
principles:
5.1.1 Goods or services will be provided in a manner that respects the dignity
and independence of persons with disabilities.
5.1.2 Persons with disabilities will be given an opportunity equal to that given
to others to obtain, use and benefit from the goods or services.
5.1.3 The Township will communicate with persons with disabilities in ways
that take into account their disability, including accessible notifications
and responses to questions;
5.1.4 Township employees will be trained to communicate and provide
appropriate assistance and services in a manner that takes into account
a person's disability;
5.1.5 Where fees for goods and services are advertised or promoted by the
Township, it will provide advance notice of the amount payable, if any, in
respect of a support person.
5.2
Notice of Temporary Disruptions
5.2.1 The Township of Lanark Highlands will provide notice in the event of a
planned or unexpected disruption in the facilities or services normally
used by persons with disabilities.
5.3
Use of Assistive Devices, Support Persons and Service Animals.
5.3.1 The Township of Lanark Highlands will provide customers with
assistance in the use of assistive devices.
5.3.2 A support person may accompany a person with disabilities in the
access of goods and services.
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5.3.3 A support animal may accompany a person with disabilities in the
access of goods and services, unless otherwise excluded by law from
the premises.
5.4
Documentation
5.4.1 When required by Regulation any documentation requested by a person
with a disability, shall be given in a format that takes into account the
person's disability.
5.5
Training
5.5.1 Township staff will be trained on policies, practices and procedures that
affect the way goods and services are provided to persons with
disabilities.
5.5.2 Staff will also be trained on an ongoing basis when changes are made to
these policies, practices and procedures.
5.5.3 The Township will ensure that those contractors, agents and other third
parties who deal with the public on their behalf are compliant with the
Accessibility for Ontarians with Disabilities Act and Regulations, as
amended.
5.5.4 Township training will include the following:
a) The purposes of the Accessibility for Ontarians with Disabilities Act,
2005 and the requirements of the customer service standard;
b) How to provide goods and services in a manner that respects the
dignity and independence of persons with disabilities;
c) How to interact and communicate with persons in a manner that
takes into account their disabilities;
d) How to interact with persons with disabilities who use an assistive
device or require the assistance of a service animal or a support
person to access goods and services;
e) How to use equipment or assistive devices available on Township
premises or provided by the Township that may help with the
provision of goods and services to persons with disabilities;
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f) What to do if a person with a disability is having difficulty accessing the
Township's goods and services;
g) Information on other Township policies, practices and procedures
dealing with the AODA;
h) The process for persons to provide feedback to the Township about its
provision of goods and services to persons with disabilities, and how the
Township responds to the feedback and takes action on any complaint.
5.6
Feedback Process
5.6.1 Feedback from our customers gives the Township of Lanark Highlands
Staff and Council opportunities to learn and improve.
5.6.2 The Township shall establish a procedure for receiving and responding
to feedback about the manner in which it provides goods and services to
persons with disabilities and shall make information about the procedure
readily available to the public.
6.0
AMENDMENTS TO THIS OR OTHER POLICIES
6.1
The Township of Lanark Highlands is committed to developing customer
service policies that respect and promote the dignity and independence of
persons with disabilities.
6.2
Changes to this or other Township policies may be made after considering the
potential impact the proposed changes may have on persons with disabilities.