This is the exact embedded text of the captured official document.
Snapshot a5f149ef7624 · verified 2026-06-10 ·
original document ·
archived snapshot ·
unofficial consolidation, the official version is held by the municipal clerk.
COUNTY OF WELLINGTON
POLICY AND PROCEDURE MANUAL
RESPONSIBILITY
Corporate
POLICY NUMBER
HR 16.25
SECTION
Conduct
EFFECTIVE DATE
March 1, 2012
SUBJECT
Accessibility
REVISION DATE
March 5, 2026
AUTHORITY
Accessibility for Ontarians with Disabilities Act, 2005;
Ontario Regulation 191/11 (Integrated Accessibility Standards)
Statement of Organizational Commitment
The County of Wellington is committed to being responsive to the needs of all its
residents. To do this, we must recognize the diverse needs of all of our residents and
respond by striving to provide goods, services and facilities that are accessible to all.
As an employer, and a provider of services, the County is committed to ensuring its
services are provided in an accessible manner. The County will strive to meet the
accessibility needs of people with disabilities in a timely manner.
Policy
The County will promote accessibility by ensuring that compliance is met for all
regulations under the Accessibility for Ontarians with Disabilities Act, 2005. In order to
ensure timelines are considered, the County will establish, implement and maintain a
multi-year accessibility plan. The plan will outline our strategy to prevent and remove
barriers to people with disabilities and will be reviewed at least once every five years. In
addition, the County will prepare an annual status report on the progress of measures
taken to implement the multi-year accessibility plan. The status report and multi-year
accessibility plan will be posted on the County website and will be provided in alternate
formats, upon request, as soon as is practical.
We will promote accessibility through the development of policies, procedures and
practices and by ensuring they consider people with disabilities. To do this we must
ensure the policies, procedures and practices address integration, independence, dignity
and equal opportunity.
General
Reasonable efforts will be made to ensure the following:
-
That goods and services be provided in a manner that respects the dignity and
independence of people with disabilities.
-
The provision of goods and services to people with disabilities, and others, will be
integrated unless an alternate measure is necessary, whether temporarily or
permanently, to enable a person with a disability to obtain, use or benefit from
the goods and services.
-
People with disabilities will be given an opportunity - equal to that given to others
- to obtain, use and benefit from the goods and services.
-
When not practical to incorporate accessibility criteria and features when
procuring or acquiring goods, services or facilities, employees shall provide
an explanation upon request.
-
Employees will receive resources on ensuring that accessibility is considered
when purchasing goods, services or facilities. Employees will receive training
on processes that are in accordance with the appropriate regulations.
-
Employees will be trained on the requirements of the accessibility standards.
Information and Communications Standard
Feedback
The County welcomes feedback from members of the public relating to the provision of
accessible services provided and the feedback process itself provided by the County.
Should a member of the public wish to provide feedback, they may do so by:
-
Visiting the County of Wellington website Accessibility Page.
-
Visiting or writing a letter to: The County of Wellington County Clerks
Office, 74 Woolwich Street, Guelph ON N1H 3T9.
-
Contacting the Clerks office at 519.837.2600 x 2524.
The public is encouraged to submit feedback directly to the employee or Department
involved in the service. Feedback can also be sent directly to the Clerks
Department.
If an employee receives feedback from a member of the public, they should:
-
Notify their Manager and the Clerks office.
-
The information to be provided by the member of the public should include their
personal contact information, the date, a description of the complaint, and what
the member of the public requests to resolve the complaint.
-
The Manager will attempt to resolve the complaint in a timely manner, with the
assistance of the Clerks office.
-
The member of the public will be contacted once a resolution has been reached.
-
The response from employees should include: an explanation of how we will
implement the suggestion, a response indicating further investigation or an
explanation as to why we are unable to implement the suggestion.
All feedback and any resolutions should be recorded and forwarded to the Manager
responsible, Department Head and the Clerks office.
Accessible Formats and Communication Supports
The County will provide alternate formats of information upon request in a timely manner
and ensure the cost is no more than the regular cost provided to others if applicable.
Alternate formats will take into account the individual needs of a person with a disability.
Alternate formats can be requested by:
-
Visiting The County website Accessibility Page and submitting a request under
Requests for Accessible Formats.
-
Contacting the Clerks office at 519.837.2600 x 2524
The County will ensure that emergency procedures, plans and public safety information
will be made available to the public and will provide accessible formats in a timely matter
upon request.
The County will work toward making its website and web content conform to the World
Wide Web Consortium Web Content Accessibility Guidelines (WCAG), initially at Level A
and increasing to WCAG 2.0 Level AA in accordance with the timeframes set out in
section 14 (4) of the Integrated Accessibility Standards. Oversight of the County's
website and web content falls under the Information Management Division in the Office
of the CAO.
Employment Standard
The County is committed to an inclusive workplace and this extends to all
employment activities including recruitment, selection, orientation, working
conditions, career development and performance management. For more
information, please view the following policies:
-
Modified Work HR 5.5
-
Workplace Accommodations for Disabilities HR 5.75
-
Performance Appraisals HR 14.5
The County will create individual emergency response plans for employees with
disabilities if the disability requires accommodation during an emergency response.
Emergency response plans will be developed collaboratively with the employee, their
manager, and the respective Disability Management Coordinator to ensure appropriate
supports and procedures are in place.
Transportation Standard
Licensed taxicabs are prohibited from charging a higher fare or additional fees for
persons with disabilities. Any taxicabs licensed by the County will ensure that owners
and operators of taxicabs will place vehicle registration and identification information on
the rear bumper of the taxicab. Oversight of taxi licensing falls under the Treasury
Department.
Design of Public Spaces Standard
The County of Wellington is committed to ensuring that accessibility is considered in all
aspects of the built environment. The County of Wellington will comply with the Design of
Public Spaces Standards when constructing and redeveloping public spaces. For more
information, please view the following document:
-
Facility Accessibility Design Manual (FADM)
Customer Service Standard
Use of Assistive Devices
The County of Wellington encourages people with disabilities to use their own personal
assistive devices to obtain services offered by the County of Wellington.
If a person with a disability is unable to access the County's services through the use of
their own personal assistive device, the County will:
-
Consult with the Clerks office on the service.
-
Assess service delivery and potential service options to meet the needs of the
individual.
-
Notify the individual of alternate services or make appropriate changes to the service to
ensure equal access for people with disabilities.
Service Animals
A service animal is defined as either:
-
A "guide dog," as defined in section 1 of the Blind Persons Rights' Act; or
-
A "service animal" for a person with a disability. For the purpose of this policy, an
animal is a service animal for a person with a disability.
Service animals are identified in the following ways:
-
It must be readily apparent that the animal is used by the person for the reasons
relating to his or her disability; or
-
A letter from a regulated health professional confirming that the person requires
the animal for reasons relating to the disability.
The County will allow service animals into all County owned or operated facilities.
Service animals will be allowed to accompany a person with a disability to allow them to
access facilities and services. If a service animal is excluded by law from the premises,
we will ensure that other measures are available to enable the person with a disability to
obtain, use or benefit from the provider's goods or services.
Support Persons
Support person means a person who accompanies a person with a disability in order to
help with communication, mobility, personal care or medical needs or with access to
goods or services.
The County will allow people with disabilities to be accompanied by a support person in
all County owned and operated public facilities. The County reserves the right to
request the person with a disability be accompanied by a support person, in the event
that it is considered necessary to protect the health and safety of the person with a
disability or others on the premises and there are no reasonable alternatives available.
The County of Wellington will waive admission fees for support persons who accompany
a person with a disability into facilities where admission is charged.
-
Member of public should notify an employee of the presence of the
support person.
-
Admission fees will be waived for the support person.
-
If there is confidential information to be disclosed, consent must be received from
the person with the disability.
Service Disruption
If a temporary disruption of service is planned, the County will give notice of the
disruption.
The notice must:
-
Include the reason for the disruption.
-
The anticipated duration.
-
If alternate facilities or services are available, and their description.
Notice will be given by posting the information in a conspicuous place on premises as
well as by posting it on the County of Wellington website.
If the County Website should expect a temporary service disruption, advance notice
where possible, will be provided on the website.
Training
Employees will be trained in accordance with the regulations under the Accessibility
for Ontarians with Disabilities Act, 2005.
-
Every person who is an employee or a volunteer with the County.
-
Every person who participates in developing the County's policies, practices and
procedures governing the provision of goods or services to members of the
public or other third parties.
The training will include:
-
Overview of the Act, Regulations and the Ontario Human Rights Code as it
pertains to people with disabilities.
-
County policies related to accessibility.
-
How to interact and communicate with people with various types of disabilities,
as outlined in this policy and procedures.
-
How to interact with people with disabilities who use an assistive device or
require the assistance of a guide dog or other service animal or the assistance of
a support person, as outlined in this policy and procedures.
-
How to use equipment or devices available on the provider's premises or
otherwise provided by the provider that may help with the provision of goods or
services to a person with a disability.
-
What to do if a person with a particular type of disability is having difficulty
accessing the provider's goods or services.
The training shall be appropriate to the duties of the employees, volunteers and other
persons. The County of Wellington will log and retain records, which will record the
details of the training provided, as well as the name of the person, location, and date the
training was completed.
Feedback Process
The County will accept and respond to feedback regarding the manner in which it
provides goods, services or facilities to persons with disabilities. The County will ensure
the feedback process is accessible by providing, or arranging for the provision of,
accessible formats and communication supports upon request.
A member of the public may submit feedback by:
-
Visiting the County of Wellington website Accessibility Page and submitting the
Feedback Form.
-
Request the Feedback Form in an alternate format by contacting the
Clerks office at 519.837.2600 x 2524.
-
Contacting the Clerks office at 519.837.2600 x 2524.
-
Visiting or writing a letter to: The County of Wellington County Clerks
Office, 74 Woolwich Street, Guelph ON N1H 3T9.
The Clerks office will review the feedback and work with the appropriate parties to
resolve or work towards resolving the complaint submitted. The Clerks office will
respond to the person who has submitted the feedback in a timely manner with a
solution or an update to the process.
Format of Documents
Alternate Formats
The County will provide alternate formats of information to members of the public upon
request.
All employees will adhere to the County's Accessible Communications Guideline.
Oversight of the Accessible Communications Guidelines falls under the Communications
Division in the Office of the CAO.
If a member of the public requests an alternate format:
-
Employees will access the electronic form located on The Well.
-
Fill out the appropriate information which will be forwarded to the Clerks office
-
The Clerks office will provide the document or contact the individual if it is not technically
feasible to provide the specified document or format.
-
The Clerks office will work with the individual to determine an appropriate format. If no
solution is found, the Clerks office will provide an explanation outlining the reasons.
Conversion shall be processed in-house wherever possible. If requested for
documentation in an alternate format, the department of origin shall be responsible for
the cost of the conversion, materials and distribution, not the public requestor.
The County will only provide alternate formats for documents that we produce.
Communication Supports
The County will provide communication supports to members of the public, upon
request.
If a member of the public requests a communication support:
-
Employees will access the electronic form located on The Well.
-
Fill out the appropriate information, which will be forwarded to the Clerks office
-
The Clerks office will arrange for the communication support or contact the individual if it is
not technically feasible.
-
The Clerks office will work with the individual to determine an appropriate
alternate solution and if no solution is found, the Clerks office will provide an
explanation outlining the reasons.
Legislation
Accessibility for Ontarians with Disabilities Act, 2005
Integrated Accessibility Standard - Ontario Regulation 191/11
Ontario Human Rights Code
Additional Documents
Workplace Accommodations Policy - HR 5.75
Workplace Accommodations Guideline for Human Resources
Modified Work Policy - HR 5.5
Facility Accessibility Design Manual
Purchasing Policy
Accessible Communications Guideline
Taxi By-Law 5266-11