COVEY FOODS LTD – TILLSONBURG, ONTARIO, CANADA

ACCESSIBLE CUSTOMER SERVICE POLICY

 

EFFECTIVE DATE: January 1, 2010

DATE OF LAST REVISION: January 1, 2010

 

BACKGROUND

The Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) is a provincial act with the purpose of developing, implementing and enforcing accessibility standards in order to achieve accessibility for persons with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises.

Under the AODA, Ontario Regulation 429/07 entitled “Accessibility Standards for Customer Service” came into force on January 1, 2008. This Regulation establishes accessibility standards specific to customer service for public sector organizations and other persons or organizations that provide goods and services to members of the public. Private sector organizations, including Howard Johnson Inn - Tillsonburg, must comply with this standard as of January 1, 2011.

 

PURPOSE

This policy has been prepared in accordance with the Accessibility Standards for Customer Service (Ontario Regulation 429/07) and addresses the following:

• the provision of goods and services 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 persons by persons with disabilities;

• notice of temporary disruptions in services and facilities;

• training;

• customer feedback regarding the provision of goods and services to persons with

  disabilities; and

• notice of availability and format of documents.

 

This policy is supported by procedures which outline the detailed processes and accommodations pursuant to this policy. The supporting procedures include the following:

• Procedures for Customer Service and the Use of Assistive Devices

• Procedures for the Use of Service Animals

• Procedures for the Use of Support Persons

• Procedures for Providing Notice of Temporary Disruptions

• Procedures for Receiving Feedback

 

DEFINITIONS

Accommodation

The special arrangement made or assistance provided so that customers with disabilities can participate in the experiences available to customers without disabilities. Accommodation will vary depending on the customer’s unique needs.

 

Assistive Device

A technical aid, communication device, or medical aid modified or customized, that is used to increase, maintain, or improve the functional abilities of people with disabilities.

Customer Persons to whom Howard Johnson Inn – Tillsonburg provides goods and services and those who access Howard Johnson Inn - Tillsonburg facilities for the purpose of conducting business with Howard Johnson Inn - Tillsonburg. This definition excludes those who perform duties for Howard Johnson Inn - Tillsonburg, or on behalf of the Howard Johnson Inn - Tillsonburg such as staff, volunteers, or agents.

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 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

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.

Guide Dog

A guide dog as defined in section 1 of the Blind Persons Rights’ Act is a dog trained as a guide for a blind person and having qualifications prescribed by the regulations under the Blind Persons Rights’ Act.

Service Animal

Any animal used by a customer with a disability for reasons relating to the disability where it is readily apparent that the animal is used by the customer for reasons relating to his or her disability; or where the customer provides a letter from a physician or nurse confirming that the customer requires the animal for reasons relating to the disability; or where the customer provides a valid identification card or training certificate from a recognized guide dog or service animal training school.

Support Person

A person who accompanies a customer with a disability in order to assist him or her with

communication, mobility, personal care, or medical needs or with access to goods or services.

Howard Johnson Inn - Tillsonburg

 

APPLICATION

This policy applies to all persons who deal with members of the public or other third parties on behalf of the Howard Johnson Inn - Tillsonburg, whether the person does so as an employee, agent, volunteer, contractor, consultant or otherwise and all persons who participate in developing Howard Johnson Inn - Tillsonburg’s policies, practices and procedures governing the provision of goods and services to members of the public or other third parties.

 

POLICY STATEMENT

Howard Johnson Inn - Tillsonburg is committed to providing quality goods and services that are accessible to all customers that we serve.

 

GENERAL PRINCIPLES

 

Communication with Customers with Disabilities

When communicating with a customer with a disability, Howard Johnson Inn - Tillsonburg will do so in a manner that takes into account the customer’s disability.

The Provision of Goods and Services to Customers with Disabilities

Howard Johnson Inn – Tillsonburg will use reasonable efforts to ensure that the provision of its goods and services are consistent with the following principles:

•Howard Johnson Inn - Tillsonburg’s goods and services are provided in a manner that respects the dignity and independence of customers with disabilities;

• the provision of Howard Johnson Inn - Tillsonburg’s goods and services to customers with disabilities are integrated with those provided to customers who do not have disabilities unless an alternative measure is necessary to enable a customer with a disability to obtain,

use or benefit from Howard Johnson Inn - Tillsonburg’s goods or services;

• customers with disabilities are given an opportunity equal to that of customers

without disabilities to obtain, use or benefit from Howard Johnson Inn - Tillsonburg’s goods and services.

Assistive Devices

A customer with a disability may provide their own assistive device for the purpose of obtaining, using and benefiting from Howard Johnson Inn - Tillsonburg’s goods and services. Exceptions may occur in situations where Howard Johnson Inn - Tillsonburg has determined that the assistive device may pose a risk to the health and safety of a customer with a disability or the health and safety of others.

In these situations and others, Howard Johnson Inn - Tillsonburg may offer a customer with a disability other measures to assist him or her in obtaining, using and benefiting from Howard Johnson Inn - Tillsonburg’s goods and services, where Howard Johnson Inn - Tillsonburg has such other measures available.

It is the responsibility of the customer with a disability to ensure that his or her assistive device is operated in a safe and controlled manner at all times.

Service Animals

Where Howard Johnson Inn - Tillsonburg provides goods and services, customers with a disability may enter premises owned and/or operated by Howard Johnson Inn - Tillsonburg, accompanied by a service animal and may keep the service animal with them if the public has access to such premises and the service animal is not otherwise excluded by law. If a service animal is excluded by law, Howard Johnson Inn - Tillsonburg will use reasonable efforts to ensure that alternate means are available to enable the customer with a disability to obtain, use or benefit from Howard Johnson Inn - Tillsonburg’s goods and services.

If it is not readily apparent that the animal is a service animal, Howard Johnson Inn - Tillsonburg may ask the customer with a disability for a letter from a physician or nurse confirming that the customer requires the service animal for reasons relating to his or her disability.

It is the responsibility of the customer with a disability to keep their service animal in control at all times.

Support Persons

Howard Johnson Inn - Tillsonburg, where it provides goods and services, will ensure that a customer with a disability may enter premises owned and/or operated by the Howard Johnson Inn - Tillsonburg with a support person and have access to their support person while on Howard Johnson Inn - Tillsonburg premises.

At times, Howard Johnson Inn - Tillsonburg may require that a customer with a disability be accompanied by a support person while on Howard Johnson Inn - Tillsonburg premises. This will be required where it is deemed necessary to protect the health and safety of the customer with a disability or the health and safety of others on the premises.

In situations where the confidential information of a customer with a disability is to be discussed, Howard Johnson Inn - Tillsonburg may require a statement of permission and/or consent from the customer with a disability allowing their support person to be present. Howard Johnson Inn - Tillsonburg may require the support person to sign an agreement where confidential Howard Johnson Inn - Tillsonburg matters are being addressed.

Notice of Temporary Disruptions in Services and Facilities

Howard Johnson Inn - Tillsonburg is aware that the operation of certain services and facilities is important to customers with disabilities. However, temporary disruptions in services and facilities may occur due to reasons that may or may not be within the Howard Johnson Inn - Tillsonburg’s control or knowledge.

Howard Johnson Inn - Tillsonburg will make reasonable effort to provide notice of the disruption to the public, including information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if any, that may be available. Howard Johnson Inn - Tillsonburg will make reasonable effort to provide prior notice of planned disruptions, recognizing that in some circumstances such as in the situation of an unplanned temporary disruption, advance notice will not be possible. In

such cases, Howard Johnson Inn - Tillsonburg will provide notice as soon as possible.

When temporary disruptions occur to Howard Johnson Inn - Tillsonburg’s services and/or facilities used by customers with disabilities, Howard Johnson Inn - Tillsonburg will provide notice by posting the information in visible places, or on the Howard Johnson Inn - Tillsonburg’s website (http://www.hojotillsonburg.ca), or by any other method that may be reasonable under the circumstances, as soon as possible.

Training

Howard Johnson Inn - Tillsonburg will ensure that all persons to whom this policy applies receive training as required by the Accessibility Standards for Customer Service (Ontario Regulation 429/07). The frequency and format of training will be tailored to suit each person’s interactions with the public and his or her involvement in the development of policies, procedures and practices pertaining to the provision of goods and services.

The content of the training will include, but is not restricted to the following:

• a review of the purpose of the AODA;

• a review of the requirements of the Accessibility Standards for Customer Service

(Ontario Regulation 429/07);

• how to interact and communicate with customers who have various types of disabilities;

• how to interact with customers with disabilities who require the assistance of assistive

devices, service animals, or support persons;

• how to use assistive devices or equipment provided by Howard Johnson Inn - Tillsonburg that may help customers with disabilities to access Howard Johnson Inn - Tillsonburg’s goods and services;

• what to do if a customer with a disability is having difficulty accessing Howard Johnson Inn - Tillsonburg’s goods and services; and

• instruction on Howard Johnson Inn - Tillsonburg’s policies, procedures and practices pertaining to the provision of goods and services to customers with disabilities.

Training will be provided as soon as practicable and on an on-going basis as changes are made to Howard Johnson Inn - Tillsonburg’s policies, procedures and practices governing the provision of goods and services to customers with disabilities and to the assistive devices or equipment made available by Howard Johnson Inn - Tillsonburg.

Howard Johnson Inn - Tillsonburg will maintain records of the required training. These records will include the number of individuals trained and the dates on which training occurred. The names of individuals trained will be recorded for administration purposes, subject to the Municipal Freedom of Information and Protection of Privacy Act (“MFIPPA”), as amended.

Feedback

Howard Johnson Inn  – Tillsonburg 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 customers with disabilities may be given by telephone, in person, in writing, in electronic format or through other methods.

Information about the feedback process will be available to the public and notice of the process will be posted on the Howard Johnson Inn - Tillsonburg’s website (http://www.hojotillsonburg.ca) and at Howard Johnson Inn - Tillsonburg facilities.

Notice of the Availability of Documents

Notice of the availability of all documents required by the Accessibility Standards for Customer Service will be posted on Howard Johnson Inn - Tillsonburg’s website, and be made available on site.

Availability and Format of the Documents Required by the Accessibility Standards for Customer Service

All documents required by the Accessibility Standards for Customer Service are available upon request.

When providing a document to a customer with a disability, Howard Johnson Inn - Tillsonburg will provide the document, or the information contained in the document, in a format that takes the customer’s disability into account.

Policy Review

Howard Johnson Inn  – Tillsonburg shall be responsible for reviewing the policy on an annual basis and/or at any time legislative changes are imposed.