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The Corporation Of The City Of Quinte West
By-Law Number 21-090
Being A By-Law To Adopt An Accessible Customer Service Policy for the
City of Quinte West.
Whereas the Accessibility for Ontarians with Disabilities Act, 2005 and
specifically O. Reg. 191111 , as amended by O.Reg.165/16 establishes
requirements for customer service standards and establishment of policies;
And Whereas the City of Quinte West currently has an Accessible Customer
Service Policy;
And Whereas Council deems it expedient to replace the existing policy with an
updated Accessible Customer Service Policy to maintain compliance with current
legislation;
Now Therefore The Gouncil Of The Gorporation Of The Gity Of Quinte West
Hereby Enacts As Follows:
That this By-law shall be entitled the "Accessible Customer Service
Policy (2021) ByJaw".
That the Accessible Customer service Policy, attached hereto, is hereby
adopted for the City of Quinte West.
3. That the previous Accessible Customer Service Policy is hereby repealed.
Read A First, Second And A Third Time And Finally Passed This 9th Day of
August, 2021.
im Harrison, Mayor
Virginia LaTour, Acting City Clerk
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City of Quinte West
Accessible Customer Service
Policy
(Revised 2021)
City of Quinte West
Accessible Customer Service Policy (Revised 2021)
CONTENTS
1. Purpose / Background Information
2. Application
3. Definitions
4. Customer Service Policies
a. The Provision of Goods and Services to Persons with Disabilities
b. Communication with Persons with Disabilities
c. Notice of Temporary Disruptions in Services and Facilities
d. Assistive Devices
e. Service Animals
f.
Support Persons
g. Feedback
h. Training
5. Availability of Documents
6. Amendments
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Purpose / Background Information
The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is a law that was
passed by the Province of Ontario, which allows the government to develop and enforce
specific standards for accessibility. The standards are intended to achieve accessibility
for persons with disabilities with respect to customer service, transportation, the built
environment, information and communication, and employment.
This policy has been drafted in accordance with the AODA, and addresses the
following:
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the provision of goods and services to persons with disabilities;
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notice of temporary disruptions in services and facilities;
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the use of assistive devices by persons with disabilities;
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the use of service animals by persons with disabilities;
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the use of support persons by persons with disabilities;
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customer feedback regarding the provisions of goodsandservicestopersons
with disabilities;
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training for all persons outlined in Section 2 below; and,
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notice of the availability and format of documents.
1. Application
This policy applies to all persons including those who deal with members of the public,
and other third parties, on behalf of the City of Quinte West. This requirement applies
whether the person is considered an employee, a member of Council, an agent, a
consultant, a volunteer, a student on placement, or otherwise, as well as all persons
who participate in developing the policies, practices and procedures governing the
provision of goods and services to members of the public or other third parties.
This policy applies to all services offered at facilities owned, leased, or operated by the
City of Quinte West, as well as all public events hosted by the City, regardless of where
the event takes place. The policy also applies to all external groups and agencies that
use facilities owned, leased, or operated by the City of Quinte West to hold a public
event.
Everylicenseorcontractissuedformunicipalprojects,services,programs,orproducts
mustincludeaclauseregardingthirdpartycompliancewiththeAccessibleCustomer
Service Policy.
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Definitions
Assistive Device
A device used to assist persons with disabilities in carrying out activities or in accessing
the services of organizations covered by the Accessibility Standards for Customer
Service (Ontario Regulation 429-07). Assistive devices may include, but are not limited
to, wheelchairs, walkers, canes, oxygen tanks, and electronic communication devices.
Braille
A system of writing for the visually impaired thatusescharactersmadeupofraised
dots.
City
The City of Quinte West
Disability
a) 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 service animal or on a wheelchair or other remedial appliance or
device;
b) a condition of mental impairment or a developmental disability;
c) a learning disability, or a dysfunction in one or more of the processes involved in
understanding or using symbols or spoken language;
d) a mental disorder; or,
e) an injury or disability for which benefits were claimed or received under the
insurance plan established under the Workplace Safety and Insurance Act, 1997.
Nurse
A Registered Nurse, Registered Practical Nurse, or Nurse Practitioner, who is a
registered member in good standing with the College of Nurses of Ontario.
Physician
A physician who is a registered member in good standing with the College of Physicians
and Surgeons of Ontario.
Service Animal
Any animal used by a person with a disability for reasons relating to a disability, where
the person provides documentation from a regulated health professional that they
require the animal for reasons relating to their disability. Service animals may include a
variety of animals used to assist with various disabilities.
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Support Person
A person who accompanies a person with a disability in order to assist them with
communication, mobility, personal care, or medical needs, or with access to goods or
services.
2. Customer Service Policies
a. The Provision of Goods and Services to Persons with Disabilities
The City of Quinte West will use all reasonable efforts to ensure that its policies,
practices and procedures are consistent with the following principles:
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the goods and services are provided in a manner that respects the dignity and
independence of persons with disabilities; and
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the provision of the goods and services to persons with disabilities are integrated
with those provided to persons who do not have disabilities, unless an alternative
measure is necessary to enable a person with a disability to obtain, use or benefit
from the City's goods and services.
b. Communication with Persons with Disabilities
All municipal communications will be written in a manner so that the intended audience
understands the message clearly. This will be done using the principle of "plain
language", which is defined as language that avoids obscurity, inflated vocabulary, and
convoluted sentence structure.
When communicating with a person with a disability, the City will do so in a manner that
takes into account the person's disability.
The City trains all persons who communicate with customers on how to interact and
communicate with people with various types of disabilities.
Telephone Services
The City of Quinte West is committed to providing fully accessible telephone service to
our customers. The City will train all relevant persons 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.
The City will offer to communicate with customers in person, by e-mail, or by computer
based software services if telephone communication is not suitable to their
communication needs or is not available.
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Website Services
The City of Quinte West is committed to maintaining its website and providing on-line
resources that are fully accessible to our customers.
Billing
The City of Quinte West is committed to providing accessible invoices and bills to all of
its customers. For this reason, invoices and bills will be provided in the following
formats upon request: hard copy; large-print; and, electronic.
The City will answer any questions customers may have about the content of an invoice
or bill in person, through the regular postal service, or by telephone or e-mail.
Meetings
All persons responsible for scheduling, planning and conducting meetings in facilities
will endeavour to ensure that they are accessible to persons with disabilities.
Additional Communication Services
Should a customer require an alternative form of communication not listed above, such
as a document printed in Braille or the need for the services of a sign language
interpreter, the City will make every possible attempt to accommodate those needs. In
order to accommodate certain requests and services, the customer may be required to
provide advance notice to the City.
The costs of any additional communication services will be covered by the department
that normally handles the information and services. For example, if a customer
requests a copy of their tax bill in Braille, the Tax Department will be responsible for
covering those costs.
Public Education
The City of Quinte West is committed to promoting public awareness and educating the
public about the Accessible Customer Service Policy, as well as the various accessible
services and facilities that it provides.
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c. Notice of Temporary Disruptions in Services and Facilities
The City of Quinte West is aware that the operation of its services and facilities is
important to the public. However, temporary disruptions in the services and facilities
may occur due to reasons that may or may not be within the City's control or
knowledge.
The City will provide notice of the disruption to the public, including:
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information about the reason for the disruption;
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its anticipated duration; and,
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a description of alternative facilities or services, if any, that may be available.
Where the disruption to the service or facility is planned, the City will provide notice in
advance of the disruption. However, in the case where the disruption is unplanned, the
City will provide notice as soon as possible.
When temporary disruptions occur to the City's services or facilities, the City will provide
notice by posting the information in relevant visible locations, on the City's website,
and/or by any other method that is reasonable and applicable under the circumstances.
d. Assistive Devices
A person with a disability may provide their own assistive device for the purpose of
obtaining, using and benefiting from the City's goods and services. Exceptions may
occur in situations where the City has determined that the assistive device may pose a
risk to the health and safety of a person with a disability or the health and safety of
others on the premises.
The City may offer a person with a disability other reasonable measures to assist them
in obtaining, using and benefiting from the City's goods and services, where the City
has such other measures available.
It is the responsibility of the person with a disability to ensure that their assistive device
is operated in a safe and controlled manner at all times.
The City will also ensure that staff, and all other applicable persons identified in Section
2 of this Policy, know how to use the following assistive devices that are available in
many City facilities: elevators, Nextalk systems and FM audio system. Please note that
not all buildings contain these assistive devices.
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e. Service Animals
A person with a disability may enter premises owned or operated by the City of Quinte
West accompanied by a service animal, and may keep the animal with them if the public
has access to such premises and the animal is not otherwise excluded by law. If the
service animal is excluded by law, the City will ensure, where possible, that alternative
means are available to enable the person with a disability to obtain, use or benefit from
the City's goods and services.
At times it may be difficult to differentiate between a person with a disability using a
service animal and an individual being accompanied by a pet. The City may ask the
person with a disability for a letter from a regulated health professional confirming that
the person requires the animal for reasons relating to his or her disability. If proper
documentation is not produced, then the person may be asked to remove the animal
from the premises.
It is the responsibility of the person with the disability to ensure that their service animal
is kept in control at all times. This will include controlling the behavior of the animal
(e.g. barking or growling), cleaning up after the animal (e.g. defecation), and being
responsible for any damage the animal may cause to property.
f.
Support Persons
A person with a disability may enter premises owned or operated by the City of Quinte
West with a support person, and is entitled to have access to the support person at all
times while on the premises.
The City may require a person with a disability to be accompanied by a support person
when on the premises, after consulting with the person and determining that:
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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, and
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There is no reasonable way to protect the health or safety of the person with a
disability or the health and safety of others on the premises.
In situations where privacy and consent issues are applicable, a support person may be
subject to the same confidentiality requirements as the person with a disability that they
are assisting. A support person may be required to sign a waiver with respect to any
privacy or confidentiality issues.
In order to accommodate a person with a disability and their support person at an event
where attendance is by pre-arranged seating, advanced booking may be required.
Admission requirements will be clearly posted on the City's website, and at the
entrances and customer service areas of all applicable facilities.
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Admission Fees
The following policies apply to support persons and admission fees:
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Where an admission fee is charged to gain access to an event, facility, or service,
notice will be given in advance about the amount, if any, payable in respect to the
support person.
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Where an admission fee is charged to gain access to an event, facility, or service,
and the revenue from the fee is payable to a third party (e.g. a concert provider), the
City will advise the third party that notice must be given in advance about the
amount, if any, payable in respect to the support person.
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Where the City requires a person with a disability to be accompanied by a support
person when on the premises, the City will waive payment of the amount, if any,
payable in respect to the support person's admission to the event, facility, or service.
g. Feedback
The City of Quinte West is committed to providing high quality goods and services to all
members of the public it serves. Feedback from the public is welcomed, as it may
identify areas that require change and encourage continuous service improvements.
Feedback from a member of the public about the delivery of goods and services to
persons with disabilities may be given in writing, in electronic format, or through other
methods. All feedback will be directed to the City Clerk, and customers can expect an
acknowledgement of their message within five (5) business days. All personal
information collected will be managed in accordance with the Municipal Freedom of
Information and Protection of Privacy Act (MFIPPA).
Information about the feedback process will be readily available to the public, and notice
of the process will be posted on the City's website and/or in other relevant locations.
h. Training
The City of Quinte West ensures that all persons to whom this policy applies receive
ongoing training appropriate to the duties of the employee, volunteer or other person
required by the AODA as soon as practicable whenever onboarding and in respect to
any changes.
The content of the training will include:
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a review of the purposes and requirements of the AODA;
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instruction on the policies, procedures and practices pertaining to the provision of
goods and services to persons with disabilities;
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how to interact and communicate with persons with various types of disabilities;
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what to do if a person with a particular type of disability is having difficulty accessing
the City's goods or services;
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how to interact with persons with disabilities who use assistive devices or who
require the assistance of a support person or service animal; and,
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information about the equipment or devices available on the premises that may help
with the provision of goods or services to persons with disabilities.
Records of Training
The City of Quinte West will keep records of the training, including the date on which
training is provided and the number of individuals to whom it is provided. The names of
individuals trained will be recorded for municipal administrative purposes. All personal
information collected will be managed in accordance with the Municipal Freedom of
Information and Protection of Privacy Act (MFIPPA).
3. Availability of Documents
All documents required by the AODA, including the City's Accessible Customer Service
policy, procedures and practices, notices of temporary disruptions, training records, and
written feedback process are available upon request, subject to the Municipal Freedom
of Information and Protection of Privacy Act (MFIPPA).
Where a person with a disability requests a document in an alternate format, the City
will provide the document or the information contained in the document, (where suitable
advance notice is given) in the format that is requested and that takes the person's
disability into consideration.
Notice of the availability of all documents required by the AODA will be posted on the
City's website, and will be made available through the City Clerk's Office.
4. Amendments
All amendments to the Accessible Customer Service Policy must be approved by
Council.
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