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Accessible Customer Service

Background

The Accessibility for Ontarians with Disabilities Act (AODA) is considered to be landmark legislation that aims to achieve full accessibility for all Ontarians with disabilities on or before January 1^st, 2025. Both public and private sectors will be required to comply with Accessibility Standards identified in the AODA that deal with five key areas:

• Customer Service
• Information and Communication
• Transportation
• Employment
• Built Environment

Click here for more information on the AODA Accessibility Standards.

The Accessibility Standards for Customer Service, Ontario Regulation 429/07 was the first standard created under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). The standard came into effect on January 1, 2008 and sets out obligations for certain persons, businesses and other organizations to provide goods or services in a way that is accessible to people with disabilities in Ontario.

All policies and procedures developed from the standards must be consistent with the AODA’s core principles:

• Integration
• Independence
• Equal Opportunity
• Dignity

What is the Customer Service Standard about?   It's about treating everyone with respect and dignity and as simple as asking: "How may I help you?"

Accessible Customer Service in the Township of Uxbridge

What the Township has done to comply:

• Developed an Accessible Customer Service Policy
• Developed Accessible Customer Service Procedures:
  • Accessible Customer Service
  • Service Animals & Support Persons
  • Disruptions in Township’s Services
  • Accessible Customer Service Training
  • Receiving & Responding to Feedback
• Trained staff (full- and part-time), volunteers and elected officials
• Ensured that contractors and any other people who interact with the public (in connection with the Township) are familiar with the town's accessible customer service practices
• Reviewed and revised department operational practices
• Provided ways in which the public can provide feedback to the Township

Click here to see the Township of Uxbridge Guide, “May I Help You?”

Mandatory training includes:

• The purpose of the act
• How to interact with people with various disabilities
• How to interact with people who use a service animal or support person
• How to use and maintain assistive devices available on Township-owned property
• What to do if a person with is disability is having difficulty accessing service
• Details on the Township’s accessibility policy, procedures and practices

What is the practice for assistive devices, service animals and support workers?

• Customers are permitted to use assistive devices to access goods and services provided by the Township.
• Service animals are permitted in areas that are open to the public and are permitted to assist customers in accessing goods and services, unless prohibited by law.
• Support workersare welcome to attend and participate in goods and services provided by the Township. Depending on the service area and the activity, an admission fee may be required.

What alternate formats of communication are offered?
Upon request in advance, public information can be provided in an alternate format such as large print or with ASL interpretation. Staff is happy to assist with accessibility needs but early notification is appreciated.

How will I be notified of a disruption of service?
A notice of temporary disruption will be placed on the door at all public entrances and service counters on Township premises. The notice will also be published on the Township’s web site. If called for and time allows, the notice will be advertised in the local newspaper. 

A Notice of Disruption will include the following information:

• Type of disruption
• Reason for disruption
• Anticipated duration of disruption
• Description of alternate facilities or services, if any

How can I provide feedback?
We are striving to provide excellent accessible customer service and welcome public input. It helps to identify areas where changes need to be considered and ways in which we can improve the delivery of goods and services. The Township offers a Feedback Form that you may download here and submit. Forms are also available at available at Town Hall, Uxbridge Libraries, the Community Arena, Uxpool, Historical Centre and the Seniors Centre.  

Please include your contact information, date and time, location, specific concern and any recommendations:

• Phone: 905-852-9181  extension 209
• Email:  accessibility@town.uxbridge.on.ca
• Mail:    Township of Uxbridge
  Accessibility Coordinator
  51 Toronto Street S, PO Box 190
  Uxbridge  ON  L9P 1T1
• In person at any Township public facility identified above during regular business hours

For more information, please visit: 

http://www.mcss.gov.on.ca/mcss/english/pillars/accessibilityOntario/accesson/compliance/customer/ 

Accessibility Advisory Committee

The Ontarians With Disabilities Act (ODA) was introduced in 2001 to help ensure the full participation in our society by those people with disabilities by improving the accessibility of communities in Ontario through the removal of old barriers for those with disabilities and ensuring that no new barriers are created.
 
One component of the Act is the requirement that each Ontario municipality with 10,000 or more residents must establish an accessibility advisory committee whose primary role is to provide advice to Council about the preparation, implementation and effectiveness of an accessibility plan. To that end, the Township of Uxbridge Accessibility Advisory Committee was formed in 2002 with its prime purpose being to help prepare and implement the annual accessibility plan for the Township, as mandated by the Act.  Since that time, the Committee has regularly re-examined Township policies, programs, services and practices employing the experience of those individuals with disabilities and has also submitted a number of annual plans to Council describing measures that the Township has taken in the past as well as measures it should take in the short, medium and long term in order to identify, remove and prevent barriers to persons with disabilities who use Township facilities and services. 

The Township of Uxbridge Accessibility Advisory Committee consists of residents from the Township appointed by Council for the term of Council. Each voting member of the Committee is an independent representative to the Committee and does not represent the concerns of only one disability or group.

Chair: Councillor Bev Northeast

Members
Debbie Bailey
Hilary Balmer
Lorrie Houston
Maggie McCreath
Vikki Turner
Marvin Picov (alternate)
Richard Tutty (alternate)

Township Representative:   Diana Stephen, Deputy Clerk

The members of this Committee are dedicated to promoting a barrier-free environment for all persons, regardless of needs, to participate as fully as possible in all aspects of community life.

You may view a copy of the 2006/2007 Accessibility Report and 2008 Accessibility Plan for the Township of Uxbridge by clicking here.

The Accessibility for Ontarians With Disabilities Act (AODA) received Royal Assent on June 13th, 2005 and is considered to be landmark legislation which will impact persons, businesses and other organizations right across Ontario in both the Public and Private sectors, including the Legislative Assembly of Ontario. The main purpose of the legislation is the achievement of accessibility for all Ontarians with disabilities with respect to goods, services, facilities, accommodation, employment, building, structures and premises on or before January 1st, 2025, by developing, implementing and enforcing standards of accessibility.  There are five Standards identified in the Act: Customer Service, Transportation, Information & Communications, Built Environment and Employment, all of which will address the full range of disabilities including physical, sensory, developmental and learning. To date, the Accessibility Standards for Customer Service (Ontario Regulation 429/07) is the only standard enacted by the Provincial government and the Township of Uxbridge is currently working to achieve full compliance by the required date of January 1st, 2010.

You may view a copy of the Accessibility Standards for Customer Service (Ontario Regulation 429/07)  by clicking here.