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Revised and adopted by Council on June 28th, 2016
THE TOWN OF MOOSONEE
CORPORATE POLICY: ACCESSIBILE CUSTOMER SERVICE
POLICY STATEMENT:
The Corporation of The Town of Moosonee ("The Town of Moosonee") strives to
provide its goods and services in a way that respects the dignity and
independence of all people. The Town of Moosonee is 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.
Exclusion
This Accessibility Customer Service Policy shall not apply during any period
where the Mayor, or the Mayor's designate has declared a "State of Emergency"
as defined under the Emergency Management Act.
PROCEDURE:
The Town of Moosonee will provide goods and services to people with
disabilities, with particular consideration to the following areas:
1) Communication: The Town of Moosonee will communicate with people
with disabilities in ways that take into account their disability. Staff who
communicate with members of the public will be trained on how to interact
and communicate with people with various types of disabilities.
a. Telephones: The Town of Moosonee is committed to providing fully
accessible telephone service to our customers. Staff will be trained
to communicate with customers over the telephone in clear and
plain language, to speak clearly and slowly and to tailor their
responses as much as possible in support of the individual.
b. Email: The Town of Moosonee will offer to communicate with
customers by e-mail, if telephone communication is not suitable to
their communication needs or is not available.
2) Use of Assistive Devices: The Town of Moosonee is committed to
serving people with disabilities who use assistive devices to obtain, use or
benefit from our goods and services. Staff will be trained and become
familiar with various assistive devices that may be used by people with
disabilities while accessing our goods or services. The Town of Moosonee
will also ensure that staff understand how to use the assistive devices
which are available on our premises, including chair lifts.
3) Correspondence, invoices and other documentation: The Town of
Moosonee is committed to providing accessible information to all of our
residents. For this reason, correspondence, invoices and other
documentation will be provided in large print or by e-mail, upon request.
The Town of Moosonee may provide a document, or information
contained in a document, in a format that takes into account the person's
Revised and adopted by Council on June 28th, 2016
disability. The Town of Moosonee and the person with a disability may
agree upon the format to be used for the document or information. Any
questions customers may have about the content of a document will be
answered in person, by telephone or e-mail.
4) Use of Service Animals and Support Persons
a) Service Animals: The Town of Moosonee is committed to welcoming
people with disabilities who are accompanied by a service animal, in the
areas of our premises that are open to the public and other third parties.
All staff, volunteers and others dealing with the public will be properly
trained in how to interact with people with disabilities who are
accompanied by a service animal. An animal is a service animal for a
person with a disability:
If it is readily apparent that the animal is used by the person for
reasons relating to his or her disability; or
If the person provides a letter from a physician, nurse, or regulated
health professional confirming that the person requires the animal for
reasons relating to the disability.
b) Support Person: The Town of Moosonee is 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 Town of Moosonee's buildings 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 Township premises. A "support person" means, in relation
to a person with a disability, another person who accompanies him or her
in order to help with communication, mobility, personal care or medical
needs or with access to goods or services. No admission will be charged
to the support person for admission to The Town of Moosonee Recreation
Facilities. The Town of Moosonee will recommend to groups that hold
special events, as rentals from the municipality, adopt a similar policy and
not charge a support person who is accompanying a person with a
disability. Customers will be informed of this policy by a notice that will be
posted at each publicly accessible municipal building and on The Town of
Moosonee's website.
Where the Town of Moosonee requires that a person with a disability be
accompanied by a support person for health and safety reasons, the Town
will:
Consult with the person with a disability to understand their needs;
Consider health and safety reasons based on available evidence;
Determine if there is no other reasonable way to protect the health
and safety of the person or others on the premises.
In such a situation, the Town will waive the admission fee or fare for the
support person, if one exists.
Revised and adopted by Council on June 28th, 2016
5) Notice of Disruption in Service: The Town of Moosonee 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. Notice may be given by posting the information at a
conspicuous place on premises owned or operated by The Town of
Moosonee, by posting it on The Town of Moosonee's website or by such
other method as is reasonable in the circumstances.
6) Training: The Town of Moosonee will provide training to:
Every person who participates in developing the policy, practices and
procedures under Ontario Regulation 429/07 - Accessibility Standards
for Customer Service
Every person who deals with the public on behalf of The Town of
Moosonee, including 3rd parties, i.e. Council, employees, agents and
volunteers
Training Timelines:
In accordance with Accessible Customer Service Regulations, all
members of the Town of Moosonee including employees, volunteers
and others who work with customers or create policies and
procedures on how to interact with people with different disabilities,
will receive training on accessible customer service and how to
interact with people with different disabilities, as soon as "practicable",
after commencing duties.
Agents working on various projects for the municipality and who have
been approved by successful tender shall be responsible for providing
their own training to meet the requirements of Ontario Regulation
429/07
Training will include the following:
The purposes of the Accessibility for Ontarians with Disabilities Act,
2005 and the requirements of the customer service standard
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
How to use the chair lifts at The Town of Moosonee's premises
What to do if a person with a disability is having difficulty in accessing
The Town of Moosonee's goods and services
The Town of Moosonee's policies, practices and procedures relating
to the customer service standard. 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
Revised and adopted by Council on June 28th, 2016
ongoing basis when changes are made to these policies, practices
and procedures.
Training Records: Training records shall be kept, including the dates
when the training is provided, number of individuals to whom the
training was provided and the signature of all those individuals trained
on a particular date.
Feedback Process
The ultimate goal of The Town of Moosonee is to meet and surpass customer
expectations while serving all people, including those with disabilities. Comments
regarding how well those expectations are being met are welcome and
appreciated.
The Town of Moosonee will ensure that the feedback process is accessible by
providing or arranging for accessible formats and communication supports, on
request.
Feedback regarding the way The Town of Moosonee provides goods and
services to people with disabilities can be made by using a feedback form, by
mail, e-mail, or verbally. All feedback should be directed to the Chief
Administrative Officer. Customers can expect a response within thirty (30) days.
Modifications to the Policy
The Town of Moosonee is 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.
Questions About This Policy
This policy exists to achieve service excellence to customers with disabilities. If
anyone has a question about this policy, or if the purpose of this policy is not
understood, inquiries should be referred to the Chief Administrative Officer for
The Town of Moosonee.
Revised and adopted by Council on June 28th, 2016
ACCESSIBILE CUSTOMER SERVICE FEEDBACK FORM
Feedback regarding the way The Town of Moosonee provides goods and
services to people with disabilities can be made by using a feedback form, by
mail, e-mail, or verbally. All feedback should be directed to the Chief
Administrative Officer. Customers can expect a response within thirty (30) days.
What was the date of your visit? ______________________________________
Which municipal location did you visit? _________________________________
If you wish, please identify the staff
member associated with your visit: ____________________________________
On this visit, did we respond to your accessibility needs?
YES
Somewhat
NO
Comments: ______________________________________________________
________________________________________________________________
________________________________________________________________
How could our services be improved or made more accessible?
________________________________________________________________
________________________________________________________________
________________________________________________________________
Your Name: _____________________________________________________
Your Mailing Address: _____________________________________________
Your Phone Number: ______________________________________________
Return to:
The Town of Moosonee, 5 First Street - PO Box #727, Moosonee, ON P0L 1Y0