Accessibility Policy

Policy Statement

Hygate Retirement Residence is committed to excellence in serving all customers including people with disabilities. Our accessible customer service policies are consistent with the principles of independence, dignity, integration, and equality of opportunity for people with disabilities.

Scope

This policy applies to all employees, volunteers, agents, and/or contractors who deal with the public or other third parties that act on behalf of Hygate.

Providing Goods and Services to People with Disabilities

Hygate is committed to providing goods and services in a way that respects the dignity and independence of people with disabilities. Therefore, we will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Communication

Hygate will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

Telephone Services

We are committed to providing fully accessible telephone service to our customers. We will offer to communicate with customers by email, relay services, or in person if telephone communication is not suitable to their communication needs or is not available.

Assistive Devices

People with disabilities may use their own assistive devices as required when accessing goods or services provided by Hygate. In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services.

Billing

We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: hard copy, large print, email.

Use of Service Animals and Support Persons

Persons with disabilities who are accompanied by a service animal are welcome on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers, and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal or a support person.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Hygate will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

Training for Staff

Hygate will provide training to all employees, volunteers, and others who deal with the public or other third parties on their behalf. This training will be provided within a reasonable timeframe after staff commences their duties and will include the following:

  • The purposes of the Accessibility for Ontarians with Disabilities Act (AODA).
  • How to interact and communicate with people with various types of disabilities.
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person.
  • How to use equipment or devices available at our premises or otherwise that may help with providing goods or services to people with disabilities.
  • What to do if a person with a disability is having difficulty accessing Hygate’s goods and services.

Feedback Process

Customers who wish to provide feedback on the way Hygate provides goods and services to people with disabilities can email, call, or write to our administration office. All feedback will be directed to the Accessibility Officer. Customers can expect to hear back within 5 business days.

Modifications to This or Other Policies

Any policy of Hygate that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

 

This policy exists to achieve service excellence to customers with disabilities and is in accordance with the Accessibility for Ontarians with Disabilities Act, 2005.