Accessibility standards for customer service policy
Statement of policy
The CMPA is committed to being responsive to the diverse needs of all its members, including those with disabilities, by striving to provide equal access to its goods, services, and facilities.
The purpose of this policy is to provide guidelines for the delivery of goods and services to CMPA members and others with disabilities, in a manner that accommodates disability related needs, reflects the principles of dignity and independence and seeks to provide integrated services in compliance with requirements of the Accessibility Standards for Customer Service, under the Accessibility for Ontarians with Disabilities Act (AODA), 2005.
This policy sets out accountabilities and responsibilities for the staff of the CMPA, including volunteers and third-party contractors who provide goods and services on behalf of the CMPA.
This policy also applies to all individuals who are not CMPA employees or volunteers who enter the CMPA's premises or otherwise interact with the CMPA (e.g. via telephone).
Nothing in this policy diminishes in any way or detracts from the CMPA's legal obligations with respect to persons with a disability as a result of any Act or otherwise imposed by law. Other statutes, such as the Ontario Human Rights Code, may demand more accommodation for persons with a disability than do the Act and its Standards.
Communication is the process of providing, sending, receiving, and understanding information. CMPA employees, volunteers, and third-party contractors will communicate with people with disabilities in ways that take into account their disability. Where required, training will be conducted to ensure CMPA employees, volunteers, and third-party contractors know how to communicate with members and other persons with various types of disabilities. The employee and the person with a disability may agree upon the manner or format to be used for the document, information, or service requested (i.e. multiple formats or alternative service delivery for print and electronic documentation and services).
The CMPA is committed to providing fully accessible telephone service to our members and other individuals.
Where required, the CMPA will offer to communicate with members and other persons by email, fax, or mail, as appropriate, if telephone communication is not suitable to their communication needs or is not available. Members can also communicate with the CMPA through the secure access portal.
People with disabilities will be allowed to use their own personal assistive devices or services to access CMPA goods and services. CMPA employees, volunteers, and third-party contractors shall accommodate the use of personal assistive devices. The CMPA does provide some assistive devices (e.g. wheelchairs).
The CMPA website will indicate that the Association provides services that respect the independence and dignity of people with disabilities and offer services that include the use of assistive devices. The Association will post information in the reception area that welcomes the use of assistive devices and encourages users to seek support from staff as they require it.
The CMPA will ensure that employees, volunteers, and third-party contractors are trained and familiar with the various assistive devices that may be used by members with disabilities who are accessing CMPA services or other individuals who communicate with the CMPA or visit the CMPA's offices.
CMPA employees, volunteers, and third-party contractors shall accommodate the use of service animals by people with disabilities who are accessing CMPA services unless the animal is otherwise excluded by law (e.g. the Health Protection and Promotion Act states that animals are not allowed in places where food is manufactured, prepared, processed, handled, served, displayed, stored, sold or offered for sale). If the service animal is excluded by law from the premises, the CMPA will look to other available measures to enable the person with a disability to obtain, use, or benefit from the CMPA's services.
Where a person with a disability accessing CMPA services is accompanied by a support person, CMPA employees, volunteers, and third-party contractors shall ensure that both persons are permitted to enter the premises together and shall ensure that the person with a disability can access the support person while on the premises.
If the CMPA charges an admission fee in connection with a support person's presence at an event, it will provide advance notice of the amount payable, if any, in respect of the support person.
Notice of service disruption
If there is a disruption in a particular facility or service usually used to allow a person with a disability to access goods or services (e.g. temporary loss of elevator service), the CMPA will give notice of the reason for the disruption, the date(s) of disruption, and a description of alternative facilities or services, if any, that are available. This posting will be in a conspicuous place on the premises of the affected building, or by other reasonable methods in the circumstances. If the disruption is anticipated, the CMPA will provide a reasonable amount of advance notice of the disruption. If the disruption is unexpected, notice will be provided as soon as reasonably possible.
All employees, volunteers, and third-party contractors who deal with CMPA members and third parties, and those involved in developing customer service policies and procedures shall receive training on accessible customer service as soon as practicable. The CMPA will provide ongoing training with respect to changes in its policies and procedures related to accessible customer service to those individuals who require such training, as required.
The training provided by the CMPA will include, but is not limited to, the following:
Training shall utilize the material in the CMPA's accessibility training for customer service documentation, the Association's accessibility standards for customer service policy, and other relevant material.
The Human Resources department shall ensure training records are maintained, including the trainers, positions, and individuals receiving training, and the dates training was provided.
Feedback on accessibility of services by people with disabilities shall be invited, forwarded to the appropriate personnel, responded to, documented, and tracked. Persons providing feedback will receive a response from the CMPA within 30 days of receipt of the feedback.
Feedback can be provided:
Documentation regarding accessibility at the CMPA, such as, but not limited to, the feedback process, the policy, and the annual accessibility report, shall be maintained on the CMPA website and provided to individuals, upon request, in the appropriate format.
Accountabilities and responsibilities
Corporate Management Committee (CMC)
Operations Management Committee (OMC)
Managers and supervisors
Director, Human Resources
Director, Business Strategy and Governance
Employees, volunteers, and third-party contractors
Assistive device: Auxiliary aid such as communication aid, cognition aid, personal mobility aid, and medical aid (e.g. cane, crutches, wheelchair, hearing aid).
Employee: An individual in an employment relationship with the CMPA.
Person with disabilities: Individual with a disability as defined under the Ontario Human Rights Code. The Accessibility for Ontarians with Disabilities Act, 2005 definition includes:
Service animal: Any animal that is used by a person with a disability for reasons relating to his or her disability.
Support person: Any person, whether a paid professional, volunteer, family member, or friend who accompanies a person with a disability in order to help with communication, personal care or medical needs, or access to goods or services.