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AD-01
Approved by Council June 29, 2009, Resolution No. 329-09
Revisions approved by Council June 1, 2021, Resolution No. 104-21
CUSTOMER SERVICE STANDARD POLICY
Accessibility for Ontarians with Disabilities Act, 2005
1.0
PURPOSE
The Municipality of Mississippi Mills is committed to providing service in a
manner 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 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 Municipality, 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 Municipality is committed to excellence in serving all customers including
people with disabilities.
This policy applies to members of Council, all Municipality employees, including
full-time, part-time, and temporary employees, summer students and co-op
placements and persons acting on behalf of the Municipality (e.g. third parties,
consultants, contractors)
4.0
DEFINITIONS
Alternative Service means a service generally intended to be temporary that
AD-01
Approved by Council June 29, 2009, Resolution No. 329-09
Revisions approved by Council June 1, 2021, Resolution No. 104-21
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 (i.e. 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 Municipality of Mississippi Mills
Customer means any person who receives or seeks to receive goods or
services from a person or organization in the private, public and non-
governmental sector. Customer includes persons who involuntarily receive
goods or services imposed by an external authority;
Disability means the same as the definition of disability found in the Ontario
Human Rights Code;
Equivalent means having similar effects or identical effects;
Service Animal means an animal trained to do work or perform tasks for the
benefit of a person with a disability as defined in Ontario Regulation 429/07;
Support Person means any person whether a paid professional, volunteer,
family member or friend who accompanies a person with a disability in order to
help with communications, personal care or medical needs or with access to
goods or services.
Municipality means the Corporation of the Municipality of Mississippi Mills.
5.0
ESTABLISHMENT OF POLICIES, PRACTICES AND PROCEDURES
5.1
The Municipality 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 Municipality will communicate with people with disabilities in
ways that take into account their disability including accessible
notifications and respond to questions;
5.1.4 That the Municipality employees will be trained to communicate,
Approved by Council June 29, 2009, Resolution No. 329-09
Revisions approved by Council June 1, 2021, Resolution No. 104-21
provide appropriate assistance and services in a manner that takes
into account the person's disability;
5.1.5 Where fees for goods and services are required by the Municipality
and where the Municipality requires a person with a disability to be
accompanied by a support person when on the premises, the
Municipality will waive payment of the amount of the fee in respect
to the support person's admission to the premises.
5.2
Notice of Temporary Disruptions
5.2.1 The Municipality 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.
5.3
Use of Assistive Devices, Support Persons and Service Animals
5.3.1 The Municipality will provide customers with assistance in the use
of assistive devices;
5.3.2 Support persons and/or support animals may accompany a person
with disabilities in the access of goods and services.
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 The Municipality will provide training to members of Council, all
employees and volunteers or other third parties who deal with the
public on their behalf, and all those who are involved in the
development and approval of policies, practices and procedures;
5.5.2 The Municipality will ensure that contractors, agents and other third
parties who deal with the public on their behalf have been trained
and are aware of the Municipality's policies, practices and
procedures;
5.5.3 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;
5.5.4 Municipality training will include the following:
Approved by Council June 29, 2009, Resolution No. 329-09
Revisions approved by Council June 1, 2021, Resolution No. 104-21
-
The purposes of the Accessibility for Ontarians with Disabilities
Act, 2005 and the requirements of the customer service
standard;
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How to provide goods and services in a manner that respects
the dignity and independence of persons with disabilities;
-
How to interact and communicate with persons in a manner that
takes into account their disabilities;
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The process for people to provide feedback to the Municipality
about its' provision of goods and services to persons with
disabilities, and how the Municipality responds to the feedback
and takes action on any complaint;
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How to interact with persons with disabilities who use an
assistive device or require the assistance of a guide dog,
service animal or a support person to access goods and
services;
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Information on other Municipality policies, practices and
procedures dealing with the AODA;
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How to use equipment or devices available on Municipal
premises or provided by the Municipality that may help with the
provision of goods and services;
-
What to do if a person with a disability is having difficulty
accessing the Municipality's goods and services.
5.6
Feedback Process:
5.6.1 Feedback from our customers gives the Municipality staff and
Council opportunities to learn and improve;
5.6.2 The Municipality shall establish a process 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 process readily available to the public.
6.0
AMENDMENTS TO THIS OR OTHER POLICIES
6.1
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;
6.2
Any Municipality policy that does not respect and promote the dignity and
Approved by Council June 29, 2009, Resolution No. 329-09
Revisions approved by Council June 1, 2021, Resolution No. 104-21
independence of people with disabilities will be modified or removed.
7.0
EFFECTIVE DATE
7.1
This policy takes effect on January 1, 2010.