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The Corporation of the Township of Manitouwadge
Accessible Customer Service Policy
Approved by Council Resolution 2010-95
Purpose/Background Information
The Accessibility for Ontarians with Disabilities Act, 2005 (the "AODA") is a Provincial
Act with the purpose of developing, implementing and enforcing accessibility standards
in order to achieve accessibility for persons with disabilities with respect to goods,
services, facilities, accommodation, employment, buildings, structures and premises.
Under the AODA, Ontario Regulation 429/07 entitled "Accessibility Standards for
Customer Service" establishes accessibility standards specific to customer service for
public sector organizations and other persons or organizations that provide goods and
services to members of the public or other third parties.
In general, providers must deliver service in a way that respects the dignity and
independence of people with disabilities.
This policy is drafted in accordance with the Accessibility Standards for Customer
Service (Ontario Regulation 429/07) and addresses the following:
- the provision of goods and services to persons with disabilities;
- the use of assistive devices by persons with disabilities;
- the use of service animals by persons with disabilities;
- the use of support persons by persons with disabilities;
- notice of temporary disruptions in services and facilities;
- training;
- customer feedback regarding the provision of goods and services to persons with
disabilities; and
- notice of availability and format of documents.
1.
Our mission
The mission of the Corporation of the Township of Manitouwadge is that citizens with
disabilities achieve accessibility in the provision of goods and services by the Township
to this community, consistent with the principles of independence, dignity, integration
and equality of opportunity as set out in the regulations of the Accessibility for Ontarians
With Disabilities Act. 2005.
2.
Our commitment
In fulfilling our mission, The Corporation of the Township of Manitouwadge strives at all
times to provide 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.
3.
Providing goods and service to people with disabilities
The Corporation of the Township of Manitouwadge is committed to excellence in
serving all customers including people with disabilities and we will carry out our
functions and responsibilities in the following areas:
3.1 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 various types of disabilities.
3.2 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 clear and plain
language and to speak clearly and slowly. We will offer to communicate with customers
by email or written text, if telephone communication is not suitable to their
communication needs or is not available.
3.3 Assistive devices
We are committed to serving people with disabilities who use assistive devices to
obtain, use or benefit from our goods and services. 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 goods or services.
3.4 Billing
We are committed to providing accessible invoices to all of our customers. For this
reason, invoices will be provided in the following formats upon request: hard copy or
large print. We will answer any questions customers may have about the content of the
invoice in person, by telephone or email.
3.5 Standard Practices
The Corporation of the Township of Manitouwadge will establish standard practices to
assist in providing accessible Customer Service. These Standard Practices will form
part of the mandatory training requirement.
4.
Use of service animals
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 staff, volunteers and others dealing with the public
are properly trained in how to interact with people with disabilities who are accompanied
by a service animal.
5. Support persons
We are committed to welcoming 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 Corporation of the Township of Manitouwadge 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 our premises.
Fees will not be charged for support persons for admission to The Corporation of the
Township of Manitouwadge premises for any events where a fee is required.
The Corporation of the Township of Manitouwadge may require a person with a
disability to be accompanied by a support person when on The Corporation of the
Township of Manitouwadge premises, but only if a support person is necessary to
protect the health and safety of the person with a disability or the health and safety of
others on the premises.
6. Notice of temporary disruption (See Schedule B)
The Corporation of the Township of Manitouwadge will provide customers with notice in
the event of a planned or unexpected disruption in the facilities or services usually used
by people with disabilities. This notice will include information about the reason for the
disruption, its anticipated duration, and a description of alternative facilities or services,
if available. The notice will be placed at all public entrances and service counters on our
premises and posted on our web site.
7. Training for staff
The Corporation of the Township of Manitouwadge will provide training to all
employees, volunteers and others who deal with the public or other third parties on their
behalf, and all those who are involved in the development and approvals of customer
service policies, practices and procedures.
This training will be provided as soon as practical after staff commences their duties.
Training will include the following:
-
The purposes of the Accessibility for Ontarians with Disabilities Act, 2005
and the requirements of the customer service standard and the Human
Rights Code as it pertains to persons with disabilities.
-
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 a support person.
-
The Corporation of the Township of Manitouwadge policies, practices and
procedures relating to the customer service standard.
Applicable staff will be trained on policies, practices and procedures that affect the way
goods and services are provided to people with disabilities. Staff will also be trained on
an ongoing basis when changes are made to these policies, practices and procedures.
The Township commits to include training on the AODA and associated accessibility
standards as appropriate to the duties and roles of employees, volunteers and others
who deal with the public.
8. Feedback process (Schedule C)
The ultimate goal of The Corporation of the Township of Manitouwadge 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 welcome and
appreciated.
Feedback regarding the way The Corporation of the Township of Manitouwadge
provided goods and services to people with disabilities can be made by email, verbally,
written or by using the Feedback Form available on our website and at our service
counter. All feedback will be directed to the Municipal Manager Clerk or alternate.
Customers can expect to hear back in 5 business days.
9. Modifications to this or other policies
We are committed to developing customer service policies that respect and promote the
dignity and independence of people with disabilities. Therefore, no changes will be
made to this policy before considering the impact on people with disabilities. Any policy
of The Corporation of the Township of Manitouwadge that does not respect and
promote the dignity and independence of people with disabilities will be modified or
removed.
10. Questions about this policy
This policy exists to achieve service excellence to customers with disabilities. If anyone
has a question about the policy, or if the purpose of a policy is not understood, an
explanation should be provided by, or referred to the Municipal Manager Clerk or
alternate of The Corporation of the Township of Manitouwadge.
Schedule B
Document for Notifying the Public
About Disruptions in Service
NOTICE OF DISRUPTION
Type of Disruption ___________________
Reason for Disruption ________________
Duration of Disruption ________________
Alternative facilities or services:
__________________________________
Schedule C
Invitation for feedback on the Provision of Goods or Services to People with
Disabilities and Availability Policy.
We want to hear from you!
We strive to improve our accessibility for
customers with disabilities.
We welcome your feedback.
To share your comments, request a feedback form or
request a copy of our accessibility policy ...
Please call 807-826-3227 extension:236 or
email: [email protected]
Thank you,
Florence Maclean, CAO
The Corporation of the Township of Manitouwadge
Schedule D
Document for Obtaining Feedback
Customer Feedback Form
Thank you for visiting The Corporation of the Township of Manitouwadge. We value all
of our customers and strive to meet everyone's needs. Please tell us the date and time
of your visit:
Date: _________________________ Time: ______________________________
Did we respond to your customer service needs today? YES/NO
Was our customer service provided to you in an accessible manner?
YES SOMEWHAT NO (please explain below)
______________________________________________________________________
______________________________________________________________________
Did you have any problems accessing our goods and services?
YES SOMEWHAT NO {please explain below)
______________________________________________________________________
______________________________________________________________________
Please add any other comments you may have:
______________________________________________________________________
______________________________________________________________________
Contact information (optional):
______________________________________________________________________
______________________________________________________________________
Thank you,
The Corporation of the Township of Manitouwadge
Schedule E
Document for Addressing Customer Feedback
Addressing Customer Feedback
Date feedback received:
____________________________________________________________
Name of customer (optional):
____________________________________________________________
Contact information (if appropriate):
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
Details:
______________________________________________________________________
______________________________________________________________________
Follow-up:
______________________________________________________________________
______________________________________________________________________
Action to be taken:
______________________________________________________________________
______________________________________________________________________
Staff member:
____________________________________________________________
Date:
____________________________________________________________