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THE CORPORATION OF THE TOWNSHIP OF TERRACE BAY
SUBJECT: Accessible Customer Service Schedule C-3-22
Page 1 of 4
STATEMENT OF POLICY
APPLICATION:
This Policy applies to any individual currently employed by the
Municipality, including those employed on a personal services
agreement, volunteer and student
PURPOSE:
To fulfil the requirements set out in Ontario Regulation 429/07 of the Accessibility for
Ontarians with Disabilities Act, 2005 (ODA) and establish guidelines for the Township of
Terrace Bay for governing the provision of its goods and services to persons with
disabilities.
SCOPE:
Any individual currently employed by the Municipality, including those employed on a
personal services agreement, volunteer and student who interacts with the public on behalf
of the Township, or who is involved in developing policies, practices and procedures for the
provision of the Municipality's goods or services.
POLICY STATEMENT
The Township strives to provide services to all residents and visitors, including those with
disabilities. Through our Accessible Customer Service Standard Policy, the Municipality
will make reasonable efforts to ensure the following:
Goods and services will be provided in a manner that respects the dignity and
independence of persons with disabilities;
The provision of goods and services to persons with disabilities and others that will
be integrated unless an alternate measure is necessary. Whether temporary or
permanent, these measures should enable a person with a disability to obtain, use or
benefit from the goods and services;
Persons with disabilities will be given an opportunity equal to that given to others to
obtain, use or benefit from the goods and services; and
Persons with disabilities may use assistive devices and/or support persons in the
access of goods and services.
Guide Dogs and Service Animals
If a person with a disability is accompanied by a guide dog or other service animal, the
Township will permit the person to enter the premises with the animal and keep it with
him or her, unless the animal is otherwise excluded by law from the premises. If the
service animal or guide dog is excluded by law, the Township will look to other available
measures to enable the person with a disability to obtain, use or benefit from the
Township's goods and services.
Approved by:
Approval Date:
Amended:
THE CORPORATION OF THE TOWNSHIP OF TERRACE BAY
SUBJECT: Accessible Customer Service Schedule C-3-22
Page 2 of 4
Support Persons
If a person with a disability is accompanied by a support person, they are permitted to
enter the premises together and are not prevented from having access to each other while
on the premises. The Township may require a person with a disability to be accompanied
by a support person while on its premises, but only if a support person is necessary to
protect the health or safety of the person with a disability or the health or safety of others
on the premises. Where fees for goods and services are advertised or promoted by the
Township, it will provide advance notice of the amount payable, if any, in respect of the
support person.
One Person - One Fare Policy
Persons with cognitive, visual or physical disabilities that create a barrier to independent
use of municipal facilities, programmes and events shall provide a letter to the Chief
Administrative Officer to advise that he/she requires a support person. The policy of "one
person - one fare" shall be adhered to, i.e. a person attending a municipal recreation facility,
programme or event and who is accompanied by a support person, shall be charged only one
fare or admission. The fare shall be based on the category of the person with the disability,
i.e. adult, student, child or senior.
Temporary Disruption of Services
If there is a temporary disruption in a particular facility or service used to allow a person
with a disability to access the Township's goods or services, the Township will give notice of
the disruption to the public The notice shall contain information about the nature of the
disruption, the facility affected, and the date and expected length of the disruption. Notice
may be provided in any of the following formats:
Posted notices at the affected facility, Municipal Office, Community Centre or
Cultural Centre, and on the Township's website;
Announcements through the local media (e.g. Terrace Bay/Schreiber News, CFNO);
Announcements on the Township's voicemail system; and/or
Phoning persons with a disability, known to use the facility or service, that are likely
to be affected.
In the case of a planned disruption, the manager of the affected department will ensure
that a minimum of one (1) week's notice is provided. In the case of an unplanned
disruption, the manager will notify the public within twenty-four (24) hours. It is the
discretion of the affected manager to utilized whatever means available that are deemed
most effective and appropriate based on the situation.
In the case of a planned disruption that occurs after hours that is brought to the attention
of on-call personnel, he/she will contact the affected manager to handle the situation. If the
affected manager cannot be contacted in a timely manner, the on-call person will, in
Approved by:
Approval Date:
Amended:
THE CORPORATION OF THE TOWNSHIP OF TERRACE BAY
SUBJECT: Accessible Customer Service Schedule C-3-22
Page 3 of 4
consultation with the C.A.O., be responsible to ensure that the notice provisions of this
policy are carried out.
Feedback Process
The Township of Terrace Bay welcomes feedback and input from the public and patrons of
our facilities on ways we can improve accessibility and barrier-free access. There are a
number of ways to provide comments.
In writing, by mail, fax, e-mail, via the website, or in person at the Township Office;
and/or
Verbally in person or by calling a staff member at the Township office.
All comments received will be forwarded to the Accessibility Working Group for review and
comment. The Working Group will assign one of its members or request that the manager
of the affected department follow up with the person who submitted the comment to either
obtain more information or advise on the status of the suggestion.
Assistive Devices
If a person with a disability requires assistive devices to access goods or services of the
Township, they are allowed to use such devices.
Training
The Township will provide training to its staff and volunteers about the provision of its
goods and services to persons with disabilities. All Township employees and volunteers
who deal with the public or third parties and those involved in developing customer service
polices, practices and procedures, have received training on Accessible Customer Service in
January, 2010. Persons that become affiliated with the Township after January 31, 2010,
who require training will receive the training within the first three (3) months of their
affiliation. The Township will also provide on-going training with respect to changes in its
policies, practices, and procedures to those individuals who require such training as soon as
practicable. The Township will keep records of the training provided.
Accessible Customer Service training is made up of two (2) training components:
Brochures - Accessible Customer Service Brochure, Ministry of Community and
Social Services (MCSS) Customer Service Standard Brochure;
Serve-Ability - on-line course offered by Confederation College.
There are two levels of training to be delivered:
Level 1 (brochures, Serve-Ability) - for policy and decision makers (e.g., Management
Team, Council) and all Municipal Staff.
Level 2 (brochures) - for volunteers/contractors (e.g. Board/commission members)
Approved by:
Approval Date:
Amended:
THE CORPORATION OF THE TOWNSHIP OF TERRACE BAY
SUBJECT: Accessible Customer Service Schedule C-3-22
Page 4 of 4
The Chief Administrative Officer will determine the appropriate level of training. It is the
responsibility of the affected manager to ensure that the C.A.O. is notified of any staff,
volunteers or contractors affiliated with his/her department. In the case of volunteer
groups or contractors, a representative of the organization will be given the training (not
every member of the organization).
Approved by:
Approval Date:
Amended: