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THE CORPORATION OF THE CITY OF WINDSOR
ACCESSIBILITY POLICY
Service
Area:
Office of the City Clerk
Policy No.:
Department: Human Resources
Approval Date: November 17, 2014
Division:
Approved By: CR273/2014
Effective Date: November 17, 2014
Subject:
Accessibility Policy
Procedure
Ref.:
Accessible Customer Service
Procedures
Integrated Accessibility Procedure
Pages:
Replaces:
Accessible Customer Service Policy
Prepared
By:
Diversity and Accessibility Officer
Date: December 14, 2009 CR441/2009
1.
POLICY
This policy acknowledges the legislative requirement for and the commitment
by the Corporation of the City of Windsor (the "Corporation") to provide high
quality goods and services that are accessible to all persons that we serve.
2.
PURPOSE
This policy and related procedures are intended to fulfill the policy
requirements set out in the Accessibility for Ontarians with Disabilities Act,
2005 and its regulations.
3.
SCOPE
3.1 This Policy shall apply to every person who deals with members of the
public or other third parties on behalf of the Corporation, whether the
person does so as an employee, member of Council, agent volunteer or
otherwise.
3.2 This policy shall also apply to all persons who participate in the developing
the Corporation"s policies, practices and procedures governing the
provision of goods and services to members of the public or third parties.
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4.
RESPONSIBILITY
4.1 Chief Administrative Officer
- Ensures that the Corporation of the City of Windsor implements and
updates this policy and related procedures as appropriate.
4.2 Senior Management and Managers
- Ensure employees and volunteers and any third party who report to
them or conduct business on their behalf are trained on accessible
customer service following corporate standards.
- Ensure that procedures under this policy are communicated to staff and
are carried out consistently.
- Ensure that feedback from the public regarding accessible customer
service is addressed in accordance to the policy and related
procedures.
4.2 Employees
- Ensure that accessible customer service is provided to all customers in
accordance to the policy and related procedures.
5.
DEFINITIONS
5.1
"Assistive device"- Is a technical aid, communication device or medical
aid that is used to increase, maintain, or improve the functional abilities
of people with disabilities, in seeing, hearing, speaking, mobility,
walking, breathing, performing manual tasks, learning, working, or self-
care.
5.2
"Disability "-For the purposes of this policy "disability" is defined
according to the Accessibility for Ontarians with Disabilities Act 2005 as:
(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 guide dog or other 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
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(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; ("handicap")
5.3 "Service animal" - An animal is a service animal for a person with a
disability,
(a) if it is readily apparent that the animal is used by the person for reasons
relating to his or her disability; or
(b) if the person provides a letter from a physician or nurse confirming that
the person requires the animal for reasons relating to the disability.
O. Reg. 429/07, s. 4 (9).
Service animals include, but are not limited to "guide dogs": a guide dog
as defined in section 1 of the Blind Persons" Rights Act; ("chien-guide")
means a dog trained as a guide for a blind person and having the
qualifications prescribed by the regulations under the Blind Persons"
Rights Act. ("chien d"aveugle") R.S.O. 1990, c. B.7, s. 1 (1).
5.4 "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. ("personne de soutien") O. Reg. 429/07, s. 4 (8).
6.
GOVERNING RULES AND REGULATIONS
This policy is drafted in accordance with the Accessibility Standards for
Customer Service (Ontario Regulation 429/07) and the Integrated Accessibility
Standards (Ontario Regulation 191/11) and addresses the following:
A. The provision of goods and services to persons with disabilities;
B
The use of assistive devices by persons with disabilities;
C
The use of service animals by persons with disabilities;
D
The use of support persons by persons with disabilities;
E. Notice of temporary disruptions in services and facilities;
F. Training;
G. Customer feedback regarding the provision of goods and services to
persons with disabilities; and
H. Notice of availability and format of documents.
I. Integrated Accessibility Standards
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A.
Providing goods and services to people with disabilities
The Corporation will make reasonable efforts to:
- Provide its goods and services in a way that respects the
dignity and independence of people with disabilities.
- Give people with disabilities the same opportunity to access our
goods and services and allow them to benefit from the same
services, in the same place and in a similar way as other
customers.
- Communicate in a manner that takes into account the person"s
disability.
B.
Assistive devices
Customer"s own assistive device(s)
A person with a disability may provide their own assistive device for the
purpose of obtaining, using and benefiting from the Corporation"s goods
and services unless otherwise prohibited by law (i.e.: health and safety
reasons). In such situations the City may offer person with a disability
other reasonable measures to assist him or her in obtaining, using and
benefiting from the Corporation"s goods and services, where the
Corporation has such other measures available.
Assistive devices provided by the City
Where applicable, assistive devices owned and operated by the
Corporation will be available to assist with serving the customer"s needs
and requirements while utilizing the goods and services offered by the
Corporation. Available assistive devices, and the procedure for
accessing them, are outlined in the City of Windsor Assistive Devices
Procedure.
C.
Use of Service Animals
We are committed to welcoming people with disabilities who are
accompanied by a service animal on the parts of our premises that are
open to the public and other third parties. If a guide dog or other
service animal accompanies a visiting person with a disability, the
Corporation shall ensure that the person is permitted to enter the
premises with the animal and keep the animal with him or her.
Exceptions to the rule
Service animals will not be permitted:
i.
Where food preparation is being undertaken;
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ii.
As otherwise disallowed by law.
If a service animal is excluded by law, the Corporation will ensure that
alternate means are available to enable the person with a disability to
obtain, use or benefit from the Corporation"s goods and services.
Recognizing a Service Animal
Where an animal is not a trained guide dog and it is not readily apparent
that the animal is used by the customer for reasons relating to his or her
disability, the Corporation may request a letter from a physician or nurse
confirming that the person requires the animal for reasons related to the
disability.
The customer may have an alternate form of verification that they prefer
to offer; in such a situation the Corporation may also accept as
confirmation a valid identification card signed by the Attorney General of
Canada or a certificate of training from a recognized guide dog or
service animal training school.
Care and Control of the Animal
A customer with a disability who is accompanied by a service animal
must maintain care and control of the animal at all times.
Allergies
If a customer or staff member has a severe allergy to animals, which
could result in health and safety concerns, the Corporation shall make
reasonable efforts to meet the needs of all individuals.
More specific information related to service animals may be found in the
City of Windsor Service Animal Procedure.
D.
Use of Support Persons
The Corporation is committed to welcoming people with disabilities who
are accompanied by a support person. If a support person accompanies
a visiting person with a disability, the Corporation shall ensure that both
persons are entitled 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 a Support Person may be required
The Corporation may require a visiting person with a disability to be
accompanied by a support person when on the premises, but only if a
support person is necessary to protect the health or safety of the person
with a disability or the health and safety of others on the premises.
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Refer to the City of Windsor Support Person Procedure for details about
the criteria that should be used in making such a determination.
Fees and admission
If an amount is payable by a support person for admission to the
premises or in connection with a support person"s presence at the
premises the Corporation shall ensure that notice is given in advance
about the amount, if any, payable in respect of the support person by
posting notice of fees for support persons wherever Corporate fees are
posted.
More specific information related to fees and admission for support
persons may be found in the City of Windsor Support Person
Procedure.
E.
Notice of Temporary Disruption
Temporary disruptions in the Corporation"s services and facilities may
occur due to reasons that may or may not be within the Corporation"s
control or knowledge. The Corporation will make reasonable efforts to
provide prior notice of planned disruptions if possible, recognizing that
in some circumstances such as in the situation of unplanned temporary
disruptions, advance notice will not be possible.
Information to be included in notice
The Corporation will make reasonable efforts to provide notice of the
disruption to the public, including:
i) information about the reason for the disruption;
ii) its anticipated duration; and
iii) a description of alternative facilities or services, if any, that may
be available.
Manner of notification
When temporary disruptions occur to the Corporation"s services or
facilities, the Corporation will provide notice by:
i) posting the information in visible places, and/or
ii) on the Corporation"s website, or
iii) by any other method that may be reasonable under the
circumstances as soon as reasonably possible.
More specific information about providing notice of service disruption is set out in
the City of Windsor"s Service Disruption Procedure.
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F. Training for staff
Who must receive training?
The Corporation will provide training to all employees, volunteers and
others who deal with the public or other third parties on their behalf, and
all those who are involved in the development and approvals of
customer service policies, practices and procedures.
Content of training
All training, regardless of format, will include:
i)
Instruction on the purposes of the AODA and all requirements set
out in the standards;
ii)
Instruction on how to interact and communicate with people with
various types of disabilities;
iii)
Instruction on how to interact with people with disabilities who use
assistive devices or require the assistance of a guide dog, other
service animal or a support person;
iv)
Instruction on how to use equipment or devices available at
municipal premises or that are provided otherwise, that may help
people with disabilities access municipal services, such as TTY
telephones, elevators, lifts, accessible interactive kiosks or other
technology; and
v)
Instruction on what to do if a person with a disability is having
difficulty accessing municipal services.
When training will be conducted
The training will be provided to each person as soon as practicable after
he or she is assigned the applicable duties. Training will also be
provided on an ongoing basis in connection with changes to the
policies, practices and procedures governing the provision of goods or
services to persons with disabilities.
Training records
The Corporation shall keep records of the training provided under this
section, including the dates on which the training is provided and the
number of individuals to whom it is provided.
G.
Feedback process
Comments on our services, regarding how well customer expectations
are being met, are welcome and appreciated.
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Feedback regarding the way the Corporation provides goods and
services to people with disabilities can be made by a person with a
disability in the manner deemed most convenient to them, such as in
person, by telephone, TTY, Textnet, in writing or by delivering an
electronic text by email or on CD or otherwise. More specific information
about feedback procedures is set out in the City of Windsor Feedback
Procedure.
H.
Notice of availability and format of documents
The Corporation shall notify persons to whom it provides goods or
services that the documents required under this regulation are available
upon request and in a format that takes into account the person"s
disability. This notice may be given by posting the information at a
conspicuous place owned and operated by the Corporation, the corporate
website and or any other reasonable method.
I. Integrated Accessibility Standards
The Corporation is committed to ensuring an accessible environment for
all persons with disabilities, and it is dedicated to meet the accessibility
needs of persons with disabilities in a respectful, equitable and timely
manner. This commitment extends to residents, visitors and employees
with visible and non-visible disabilities.
The content of the Integrated Accessibility Standards Procedure will
include the prescribed elements identified in regulations under the
Accessibility for Ontarians with Disabilities Act including but not
necessarily limited to:
a) General requirements as set out the Integrated Accessibility Standard
regulation
b) Accessible Information and Communication
c) Accessible Employment
d) Accessible Transportation
e) Accessibility Standards for the Built Environment
7.
ADMINISTRATION
7.1 Questions about the policy or related procedures should be directed to
the Accessibility and Diversity Officer or the Customer Service Division.
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7.2 Documents generated as a result of this policy will be maintained in
accordance with the Corporation"s Record Retention By-law 12599.
7.3 This policy and related procedures will be reviewed every five years or
as required in the event of legislative change.
7.4 References and related documents:
- Ontarians with Disabilities Act, 2001
- Accessibility for Ontarians with Disabilities Act, 2005
- Ontario Human Rights Code, 1990
- City of Windsor Customer Service Standards
- City of Windsor Customer Service Strategy
- City of Windsor Accessibility Plan 2009
- City of Windsor Record Retention By-law 12599
- Dog Owner"s Liability Act, 1990
- Blind Person"s Rights Act, 1990
- Ontario Regulation 562 - Health Protection and Promotion Act
- Ontario Regulation 429/07- Accessibility Standards for Customer
Service
- Ontario Regulation 191/11- Integrated Accessibility Standards