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THE CORPORATION OF THE TOWNSHIP OF NORWICH
DEPARTMENT: Administrative Services
POLICY NO: C-A 2009- 01
SUBJECT: Accessible Customer Service Policy
APPROVED BY COUNCIL:
RES. NO.
37
DATE: October 13, 2009
REVISION NO:
AUTHORIZED REF:
DATE:
POLICY STATEMENT
The Township of Norwich is committed to providing accessible goods and services to all who
live, work, visit and invest in our Community.
PURPOSE
The Accessibility for Ontarians with Disabilities Act S.O. 2005 (AODA) purpose is to develop,
implement and enforce accessibility standards in order to make Ontario barrier-free by the year
2025. Under the AODA, the Accessible Standards for Customer Service (Ontario Regulation
429/07) came into force and effect on January 1, 2008.
This policy is to provide compliance to these standards by addressing the following:
The provision of goods and service 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 person by persons with disabilities
Notice of temporary disruptions in services and facilities
Training
Customer feedback regarding the provision of goods and services to person with
disabilities; and
Notice of availability and format of documents
SCOPE
This policy applies to all township departments, members of council, volunteers and contractors
who interact with the public on the municipality's behalf.
DEFINITITIONS
Assistive Device
A technical aid, communication aid or medical device that is used to increase, maintain or
improve the abilities of persons with disabilities.
Disability
As defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario
Human Rights Code, is:
Any degree of physical disability, infirmity, malformation or disfigurement that is caused
by bodily injury, birth defect or illness and, without limiting the generality of the
foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis,
amputation, lack of physical co-ordination, blindness or visual impediment, deafness or
hearing impediment, muteness or speech impediment, or physical reliance on a guide dog
or other animal or on a wheelchair or other remedial appliance or device,
A condition of mental impairment or a developmental disability,
A learning disability, or a dysfunction in one or more of the processes involved in
understanding or using symbols or spoken language,
A mental disorder, or
An injury or disability for which benefits were claimed or received under the insurance
plan established under the Workplace Safety and insurance Act, 1997
Service Animal
As defined in Ontario Regulation 429/07 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 related to their
disability; or if the person provides a letter from a physician or nurse confirming that the person
requires the animal for reasons relating to the disability.
Support Person
As defined in Ontario Regulation 429/07 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.
POLICY & PROCEDURES
1.
PROVISION OF GOODS AND SERVICES
The Township of Norwich shall make all reasonable efforts to ensure that its goods and
services are provided in a manner that respects the dignity and independence of persons
with disabilities.
The Township of Norwich shall make this policy available to the public through the
municipal website and office upon request.
2.
USE OF ASSISTIVE DEVICES
The Township of Norwich shall permit any individual with a disability to utilize and keep
with them, their own personal assistive devices to obtain, use or benefit from the goods or
services offered.
Appropriate staff will be trained and knowledgeable of the location and use of any
assistive devices available within their work environment. Staff will be available to assist
if so requested by an individual.
3.
USE OF SERVICE ANIMALS
Individuals with a disability may enter facilities / lands open to the public which are
owned and operated by the township while accompanied by their service animal unless
the animal is otherwise excluded by law. If a service animal is excluded by law, the
township will provide alternative means of enabling the person with a disability to access
the goods or services available.
If it is not apparent that the animal is a service animal, staff may ask for a letter from a
medical professional confirming that the individual requires the animal for reasons
related to their disability, or staff may ask for a certificate of training from a recognized
service animal training school.
4.
USE OF SUPPORT PERSON
Persons with disabilities are permitted to be accompanied by their support person in all
township owned facilities / lands which are open to the public, when accessing goods and
services provided by the Township of Norwich. The Township shall ensure that both
persons are permitted to enter the premises together and that the person with a disability
is not prevented from having access to the support person while on the premises.
When admission fees are charged by the Township of Norwich, these fees will be waived
for a support person, unless advance notice of a fee is posted on the township website.
5.
NOTICE OF TEMPORARY DISRUPTIONS IN SERVICE AND FACILITIES
The Township of Norwich is aware that the operation of its facilities and the services it
provides are important to its residents and the public as a whole. However, temporary
disruptions to services and facilities may occur that are beyond the control and/or
knowledge of the township.
In the event a disruption is expected, notification will be posted in a public place, prior to
the disruption, and if possible the anticipated duration and any alternative service that
may be offered. Notification will also be posted on the township website. When
unexpected disruptions occur, the township will post the information in a visible place as
well as on the township website, as soon as possible.
6.
TRAINING
The Township of Norwich will provide training to all employees, Council members,
volunteers and other third parties providing service on their behalf. Training will be
provided as soon as practicable after a new employee commences their duties.
Training will include the following:
6.1
Review the purpose of the AODA and requirements of the Customer Service
Standard
6.2
Direction on how to interact with individuals with various types of disabilities
6.3
Direction on interacting with individuals with disabilities who require the
assistance of a service animal or a support person or use an assistive device
6.4
Instruction on how to use any equipment or devices available at the employee's
premise of employment that may help with the provision of goods and / or
services
6.5
Instruction on the procedure if an individual is unable to access township goods or
services
6.6
Review of the Township of Norwich's policy, practices and procedures as relating
to the provision of goods and / or services to individuals with a disability.
Records will be kept of all customer service training, which is to include the date of the
training session and attendance record.
Staff will receive on-going training when changes are made to these policies, practices or
procedures.
7.
FEEDBACK PROCESSES
A feedback form shall be available to allow members of the public to comment on the
provision of goods and services to persons with disabilities. This form shall be available
at the municipal office and on the township website. Feedback may be received in any
format (e.g. in person, telephone, in writing, fax, email, etc.). All concerns shall be sent
to the attention of the Deputy Clerk and a response will be provided to the complainant
within fifteen (15) business days unless there are extenuating circumstances involved.
8.
AVAILABILITY OF ALTERNATE FORMATS
The Township of Norwich shall, upon request, make every reasonable effort to provide a
person with a disability a document or information in a format which takes the
communication needs of the individual into consideration.
Cross-References:
Guide to the Accessibility Standards for Customer Service, Ontario Regulation 429/07
Compliance Manual: Accessibility Standards for Customer Service, Ontario Regulation 429/07
The Association of Municipal Managers, Clerks and Treasurers of Ontario
NOTICE OF DISRUPTION
Type of Disruption: _________________________________________________________
Reason for Disruption:________________________________________________________
Anticipated Duration: _________________________________________________________
Alternative Facilities or Services: ___________________________________________
FOR FURTHER INFORMATION PLEASE CONTACT: __________________________