Accessible Customer Service Policy

Clintar of Barrie is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

Clintar of Barrie understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.rnrnClintar of Barrie is committed to complying with both the Ontario Human Rights Code and the AODA as well as other associated acts and regulations outlined by Federal, Provincial or Municipal Policy and Law.rnrnClintar of Barrie is committed to excellence in serving all customers including people with disabilities.rnrnOur accessible customer service policies are consistent with the principles of independence, dignity, integration, and equality of opportunity for people with disabilities.

People with disabilities may use their personal assistive devices when accessing our goods, services, or facilities.

In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services, or facilities.

We will ensure that our staff are trained and familiar with various assistive devices we have on-site or otherwise used by customers with disabilities while accessing our goods, services, or facilities.

We will communicate with people with disabilities in ways that consider their disability. We will work with the person with a disability to determine what method of communication works for them.

An AODA requirement for Ontario websites came into force on January 1st, 2021. Clintar will ensure the accessibility of any web content that they own. In addition, any content that we do not own, but have control over as a third party, will also be accessible. This new AODA requirement for Ontario websites applies to web content created in 2012 or later.

Clintar will ensure our websites, including web-based apps, are accessible. Clintar will take all measures practicable to make our websites compliant with “Web Content Accessibility Guidelines (WCAG) 2.0 Level AA”.

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter, or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

A regulated health professional is defined as a member of one of the following colleges:

• College of Audiologists and Speech-Language Pathologists of Ontario
• College of Chiropractors of Ontario
• College of Nurses of Ontario
• College of Occupational Therapists of Ontario
• College of Optometrists of Ontario
• College of Physicians and Surgeons of Ontario
• College of Physiotherapists of Ontario
• College of Psychologists of Ontario
• College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services, or facilities:

• explain why the animal is excluded;
• discuss with the customer another way of providing goods, services, or facilities.

A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

In certain cases, Clintar of Barrie might require a person with a disability to be accompanied by a support person for the health or safety reasons of:

the person with a disability
others on the premises

Before making a decision, Clintar of Barrie will:

consult with the person with a disability to understand their needs;
consider health or safety reasons based on available evidence;
determine if there is no other reasonable way to protect the health or safety of the person or others on the premises.

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Clintar of Barrie 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.

Clintar of Barrie will provide accessible customer service training to:

all employees and volunteers;
anyone involved in developing our policies; and
anyone who provides goods, services, or facilities to customers on our behalf.

Staff will be trained on accessible customer service within three months after being hired.

Training will include:

purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
Clintar of Barrie policies related to the customer service standard
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 the equipment or devices available on-site or otherwise that may help with providing goods, services, or facilities to people with disabilities
what to do if a person with a disability is having difficulty in accessing Clintar of Barrie goods, services, or facilities

Staff will also be trained when changes are made to our accessible customer service policies.

Clintar of Barrie welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

Customers who wish to provide feedback to Clintar of Barrie providing goods, services, or facilities to people with disabilities can provide feedback by emailing info@clintar.com.

Clintar of Barrie will ensure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication support on request.