Customer Service Accessibility Policy

Statement of Commitment

Active International is committed to identifying, eliminating, and preventing barriers and increasing accessibility for persons with disabilities and to providing goods and services in a way that respects the dignity and independence of people with disabilities.

We believe in integration and equal opportunity. We are committed to meeting the needs of persons with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

Accessibility Plan

Active has developed, documented, and will maintain an accessibility plan outlining the strategy to prevent and remove barriers from our workplace and to improve opportunities for persons with disabilities.

The accessibility plan will be reviewed and updated at least once every 5 years. Upon request, we will provide a copy of the accessibility plan in an accessible format.

Scope

This standard applies to the provision of goods and services at premises owned and/or operated by Active. It also applies to employees, agents and/or contractors who deal with the public or other third parties that act on behalf of Active, including when the provision of goods and services occurs off the premises of Active.

The section of this standard that addresses the use of guide dogs, service animals and service dogs only apply to the provision of goods and services that take place at premises owned and/or operated by Active.

This standard shall also apply to all persons who participate in the development of Active’s standards, practices and procedures governing the provision of goods and services to members of the public or third parties.

The Provision of Goods and Services to Persons with Disabilities

Active will make every reasonable effort to ensure that its standards, 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.

Assistive Devices

Customer’s own assistive device(s):

Persons with disabilities may use their own devices as required when accessing goods or services provided by Active.

In cases where the assistive devices present 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 purpose of mobility, service will be provided in a location that meets the needs of the customer.

The Use of Guide Dogs, Service Animals and Service Dogs

A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to 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 Active 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).

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 times.

Allergies

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

Support Persons

If a customer with a disability is accompanied by a support person, Active 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.

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 Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities such as an entrance way that is under repair, renovations that limit access to an area, or technology that is temporarily unavailable, Active 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 posted on the website.

Customer Feedback

Active shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities by email to Infocanada@Activeinternational.com, by sending a letter to the address posted on our website, or by submitting an online form on our website (https://activeinternational.ca/contact-us/). All feedback will be directed to the People and Culture Department

Customers that provide 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, agents and/or contractors who deal with the public or other third parties that act on behalf of Active that provide goods, services or facilities; and
Those who are involved in the development and approval of customer service policies, practices and procedures.

Training Provisions

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 Standard for Customer Service
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

Training Schedule

Active will provide training within 3 months of hire. Training will be provided to new employees, and agents that deal with the public or act on our behalf. Revised training will be provided in the event of changes to legislation and/or practices.

Notice of Availability and Format of Required Documents

Active 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.

Evaluation

This standard will be reviewed for execution and updated when required in the event of legislative changes, by People and Culture in conjunction with the members of the JHSC.

Definitions

JHSC: Joint Health and Safety Committee

Assistive Devise: a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheel chair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.

Disability: Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the forgoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;

A condition of mental impairment or a developmental disability;
A learning disability or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
A mental disorder; or
An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Guide Dog: A highly-trained working dog that has been trained to provide mobility, safety and increased independence for people who are blind.^**

Service Animal: It is readily apparent that the animal is used by the person for reasons relating to his or her disability; or if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.^*

An animal that has been trained to provide assistance to a person with a disability that relates to that person’s disability. ^*

Service Dog: A readily apparent to an average person that the dog functions as a service dog for a person with a medical disability;

Or the person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog. .^{^^}

Support Person: A support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and service.^*