AODA (Accessibility for Ontarians with Disabilities Act) Standards for Customer Service Statement

PURPOSE:

Hudson Boat Works is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination, diversity, inclusion, and accessibility for persons with disabilities.

SCOPE:

This policy describes how Hudson Boat Works cooperates with its employees as well as how it provides its programs, goods and services in a manner that respects the dignity, independence, integration and equal opportunity of persons with disabilities. 

POLICY STATEMENTS:

For further information regarding Hudson Boat Works Accessibility Standards, please refer to the Accessibility Standards for Customer Service Policy (1-20).

Assistive Devices
Hudson Boat Works permits persons with disabilities to use their personal assistive devices while on Hudson Boat Works’ premises.

Communication
Hudson Boat Works is committed to communicating with persons 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 unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.

Support persons
If a customer with a disability is accompanied by a support person, Hudson Boat Works will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.

Notice of temporary disruption
Hudson Boat Works will notify persons with disabilities promptly in the event of a planned or unexpected disruption to services or facilities. This notice will be provided in accessible formats and posted in public areas, and advise of reason for temporary disruption, expected duration, and if any alternatives.

Training of Employees
Hudson Boat Works will provide training to all its affected employees and volunteers regarding the provisions and ways to ensure accessible programs, goods, services and workplace.

Training will occur on an ongoing basis and whenever changes are made to relevant policies, practices and procedures.

PROCEDURE:

To request accommodation or assistance for any program, good or service, contact the Hudson Boat Works by phone or email.

Feedback Process
Hudson Boat Works encourages feedback regarding how it provides programs, goods and services to persons with disabilities.  This can be provided via the following methods:

•     E-mail: [email protected]

•     Mail:    2519 Fanshawe Park Rd E, London ON, N5X4A1

•     Phone:  519-473-9864

Modifications to This or Other Policies
Hudson Boat Works is committed to ensuring that its policies, practices and procedures are consistent with and promote the core principles of dignity, independence, integration and equal opportunity. Any Hudson Boat Works policy that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed.

 

 

 

 

 

 

 

AODA (Accessibility for Ontarians with Disabilities Act) Accessibility Standards for Customer Service Policy

Hudson Boat Works is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination, diversity, inclusion, and accessibility for persons with disabilities.

Hudson Boat Works 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.

Hudson Boat Works is committed to complying with both the Ontario Human Rights Code and the AODA.

Hudson Boat Works committed to excellence in serving all customers including people with disabilities.

Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

Guidelines

In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 165/16, this policy addresses the following:

A. The Provision of Goods and Services to Persons with Disabilities;

B. The Use of Assistive Devices

C. The Use of Guide Dogs, Service Animals and Service Dogs

D. The Use of Support Persons

E. Notice of Service Disruptions

F. Customer Feedback

G. Training

H.  Notice of Availability and Format of Required Documents

 

The Provision of Goods and Services to Persons with Disabilities

Hudson Boat Works will make every reasonable effort to ensure that its policies, practices and

procedures are consistent with the principles of dignity, independence, integration and equal

opportunity by:
 

  • Ensuring that all customers receive the same value and quality;
  • Allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
  • Using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
  • Taking into account individual needs when providing goods and services; and
  • Communicating in a manner that takes into account the customer's disability
     

The Use of Assistive Devices

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Hudson Boat Works.

 

In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services. For example, open flames and oxygen tanks cannot be near one another. Therefore, the accommodation of a customer with an oxygen tank may involve ensuring the customer is in a location that would be considered safe for both the customer and business. Or, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the customer.

 

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 unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.


Exclusion Guidelines

If a guide dog, service animal or service dog is excluded by law (see applicable laws below) Hudson Boat Works will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).

 

Applicable Laws

Food Safety and Quality Act 2001, Ontario Regulation 31/05: Animals not intended for slaughter or to be euthanized are not allowed in any area or room of a meat plant. It also makes an exception for service dogs to allow them in those areas of a meat plant where food is served, sold or offered for sale to customers and in those areas that do not contain animals or animal parts and are not used for the receiving, processing, packaging, labelling, shipping, handling or storing of animals or parts of animals.
 

The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, normally does not allow animals in places where food is manufactured, prepared, processed, handled, served, displayed, stored, sold or offered for sale. It does allow guide dogs and service dogs to go into places where food is served, sold or offered for sale. However, other types of service animals are not included in this exception.

 

Dog Owners' Liability Act, Ontario: If there is a conflict between a provision of this Act or of a

regulation under this or any other Act relating to banned breeds (such as pitbulls) and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails.


Recognizing a Guide Dog, Service Dog and/or Service Animal:

If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, Hudson Boat Works may request verification from the customer.

 

Verification may include:

  • A letter from a physician or nurse confirming that the person requires the animal for reasons
  • related to the disability;
  • A valid identification card signed by the Attorney General of Canada; or,
  • A certificate of training from a recognized guide dog or service animal training school.

 

Care and Control of the Animal

The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.

 

Allergies

If a health and safety concern presents itself for example in the form of a severe allergy to the animal, Hudson Boat Works will make all reasonable efforts to meet the needs of all individuals.

 

The Use of Support Persons

If a customer with a disability is accompanied by a support person, Hudson Boat Works will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.
 

There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations, Hudson Boat Works will make every reasonable attempt to resolve the issue.
 

In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.

 

Notice of Disruption in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Hudson Boat Works. In the event of any temporary disruptions to facilities or services that customer's with disabilities rely on to access or use Hudson Boat Works' goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

 

Notifications will include:

In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:

 

  • Goods or services that are disrupted or unavailable;
  • Reason for the disruption;
  • Anticipated duration; and
  • A description of alternative services or options.

 

Notification Options:

When disruptions occur Hudson Boat Works will provide notice by:

  • Posting notices in conspicuous places including at the point of disruption, at the main entrance
  • and the nearest accessible entrance to the service disruption and/or on the Hudson Boat Works
  • website;
  • contacting customers with appointments;
  • verbally notifying customers when they are making a reservation or appointment; or
  • by any other method that may be reasonable under the circumstances.

 

Customer Feedback

Hudson Boat Works shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be made readily available to all customers. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request.

 

Submitting Feedback

Customers can submit feedback to:
 

Human Resources

519-473-9864

2519 Fanshawe Park Road E, London ON, N5X 4A1

[email protected]
 

Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

Training
Training will be provided to:

  • All employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of Hudson Boat Works; for example: salespersons, drivers, vendors, event operators, call centers and third party marketing agents; and
  • Those who are involved in the development and approval of customer service policies, practices and procedures.


Training Provisions

As reflected in Ontario Regulation 165/16, regardless of the format, training will cover the following:
 

  • A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
  • A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 165/16.
  • Instructions on how to interact and communicate with people with various types of disabilities.
  • Instructions on how to interact with people with disabilities who:
    • use assistive devices;
    • require the assistance of a guide dog, service dog or other service animal; or
    • require the use of a support person (including the handling of admission fees).
  • Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
  • Instructions on what to do if a person with a disability is having difficulty accessing your services.
  • Hudson Boat Works' policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.
  • Training Schedule
  • Hudson Boat Works will provide training as soon as practicable. Training will be provided to new employees, volunteers, agents and/or contractor who deal with the public or act on our behalf.
  • Revised training will be provided in the event of changes to legislation, procedures and/or practices.

 

Training Schedule

Hudson Boat Works will provide training as soon as practicable. Training will be provided to new

employees, volunteers, agents and/or contractor who deal with the public or act on our behalf

during orientation. Revised training will be provided in the event of changes to legislation, procedures and/or practices.

 

Record of Training

Hudson Boat Works will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

 

Notice of Availability and Format of Documents

Hudson Boat Works shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer's disability. Notification will be given by posting the information on the health and safety board.

 

This policy and its related procedures will be reviewed as required in the event of legislative changes or changes to company procedures.

 

POLICY CHANGES

If you have questions or comments about the policy or its application, please speak to the designated person or to the president of Hudson. We will make changes to the policy as necessary, and will review it regularly.
 

 

File Name:

AODA- Accessibility Standards for Customer Service Policy (HBW#1-20)

 

Release Date:

July 1, 2016 Rev 0

 

Revision Date:

Oct 10th 2018; Rev 1

Oct 13th 2021; Rev 2

Sept 19th 2023, Rev 3