Accessibility for Ontarians with Disabilities Act Policy


Providing Goods and Services to People with Disabilities

Reflective Mediation is committed to excellence in serving all customers including people with disabilities.

Assistive devices

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

Communication

We will communicate with people with disabilities in ways that take into account their disability.

Service animals

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.

Support persons

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

Notice of temporary disruption

In the event of a planned or unexpected disruption to services at our facilities for customers with disabilities, Reflective Mediation 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.

The notice will be communicated as appropriate for the circumstance, and if necessary, placed on our website.

Training

Reflective Mediation will provide AODA training to employees, volunteers and others who deal with the public or other third parties on our behalf.

All full-time personnel, including customer service and management, will be trained. This training will be provided to staff as part of a group training and/or upon hire, as part of orientation.

Training will include:

An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard:

  • Reflective Mediation’s plan 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 any aids that may be available on-site 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 in accessing Reflective Mediation’s services

  • Staff will also be trained when changes are made to our accessible customer service plan

  • Feedback process

Recruitment

Reflective Mediation is a respectful, caring and inclusive workplace, committed to Employment Equity. We welcome diversity in the workplace, and encourage applications from all qualified individuals including women, members of visible minorities, aboriginal persons, and persons with disabilities. We will provide accommodations throughout the recruitment and selection and/or assessment process to applicants with disabilities. Applicants need to make their accommodation needs known when contacted.

Request Reflective Mediation Accessibility Plan

Customers who wish to provide feedback on the way Reflective Mediation provides services to people with disabilities can contact mike@reflectivemediation.ca.

All feedback, including complaints, will be reviewed by Customer Care, Human Resources and escalated to the Owner, if necessary.

Customers can expect to hear back in 48 business hours.

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