The Accessibility for Ontarians with Disabilities Act (AODA)

The AODA was passed by the provincial government in 2005, with the goal to make Ontario fully accessible for people or persons with disabilities by 2025. To learn more about the AODA, visit

WSNCC Accessible Service Policy


To meet accessibility standards as set out in the Accessibility for Ontarians with Disabilities Act ensuring people with disabilities have the same kind of opportunities as other employees and/or clients.

The purpose of this Customer Service Standards Policy is to fulfill the requirements set out in regulation 429/07 of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and to establish a policy for WSNCC that governs the provision of its programs and services to persons with disabilities.


1. Our Commitment 

West Scarborough Neighbourhood Community Centre, in fulfilling our mission, strives at all times to provide its programs and services in a way that respects the dignity and the independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our programs and services and allow them to benefit from the same services, in the same place and in a similar way as other participants.

2. Providing Programs and Services to People with Disabilities

WSNCC takes reasonable efforts to ensure that its policies, practices and procedures are consistent with the following four principles:

  • Dignity

  • Independence

  • Integration

  • Equal opportunity

WSNCC is committed to excellence in serving all participants including people with disabilities and we will carry out our functions and responsibilities in the following areas:

Best Practices and Procedures

3.1 Communication

  • We will endeavour to do our best to communicate with people with disabilities in ways that take into account their disability.

  • We will train staff and volunteers who communicate with participants about how to interact and communicate with various types of disabilities.

  • We will ask how we can help

3.2 Telephone Services

We are committed to improving accessible telephone service to our participants. We will train our staff to communicate with participants over the telephone in clear and plain language and speak to clearly and slowly.

We will offer to communicate with participants through email, relay services and written means if telephone communication is not suitable to their communication needs or is not available.

3.3 Assisstive devices

We are committed to serving people who need assisstive devices to obtain, use or benefit from our programs and services.

4. Use of service animals and support persons

We are committed to welcoming people with disabilities who are accompanied by a service animal 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.

We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter WSNCC’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

5. Notice of temporary disruption

WSNCC will provide participants with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

The notice will be placed on our website, at all public entrances and on our main telephone line.

6. Training for staff

WSNCC will provide training to all employees and direct service to volunteers who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of service policies, practices and procedures.

All current employees will receive training by February 28, 2012. New employees will receive training within 4 weeks of hire.

Training will include:

  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of 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 assistance of a service animal or a support person.

  • What to do if a person with a particular type of disability is having difficulty accessing WSNCC program and services.

Staff training will begin with the online serve-ability transforming Ontario’s customer service. http:/ specifically designed for this purpose. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

7. Feedback process

The ultimate goal of WSNCC is to meet and surpass participant expectations when serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcomed and appreciated.
Positive feedback can be shared with the agency by contacting the Coordinator of the program/service/location.

8. Modifications to this or other policies

We are committed to developing service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.

Any policy of WSNCC that does not respect and promote the dignity and independence of people with disabilities will be modified or removed. Currently, the following related policies are identified: Human Rights 2.1, Code of Conduct 2.4 and Accessibility 2.9.

9. Questions about this policy

The policy exists to achieve service excellence to participants with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to the Program Director or the Executive Director.

10. Administration of the Policy

Responsibility of the periodic review and revision of the Policy lie with the Senior Management Team.
The Policy will be reviewed and approved by the Board of Directors.

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