1. POLICY

1.01 Olameter Inc. is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely matter. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disability Act and Ontario’s accessibility laws.

1.02 Olameter Inc. is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

1.03 Olameter Inc. understands that obligations under the Accessibility for Ontarians with Disability 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.

1.04 Olameter Inc. is committed to excellence in serving and providing goods, services and facilities to 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.

2. PURPOSE

2.01 The purpose of this Statement of Policy and Procedure is to ensure all employees of Olameter Inc. provide service in accordance with Accessibility for Ontarians with Disability Act and Ontario’s accessibility laws.

3. SCOPE

3.01         This policy applies to all locations in Ontario.

4. RESPONSIBILITY

4.01         Adherence to Accessibility for Ontarians with Disability Act and Ontario’s accessibility laws shall be achieved through the dedicated commitment and integrity of every Director, Manager and all employees involved in customer service on behalf of our clients.

5. DEFINITIONS

5.01         “Disability” means

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

6. PROCEDURE

6.01          We are committed to training all staff and volunteers in accessible customer service, other Ontario’s accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities. In addition, we will train all persons who participate in developing the organizations policies and all other persons who provide goods, services or facilities on behalf of the organization

6.02         Training includes:

a) purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standards.b) our policies related to the Customer Service Standardsc) how to interact and communicate with people with various types of disabilitiesd) how to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person

6.03         We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies.

6.04         We maintain records of the training provided including the dates on which the training was provided and the number of individuals to whom it was provided.

7. PROVIDING SERVICE TO PEOPLE WITH DISABILITIES

7.01         Assistive Devices

People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.  In cases where the assistive devices presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.  We ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities.

7.02         Communication

We communicate with people with disabilities in ways that take into account their disability.

7.03         Telephone Service

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

7.04         Use of Service Animals & 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. To the extent that users with disabilities are invited on the company’s premises, a service animal may accompany such users always during their visit, unless otherwise prohibited by law.

We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is invited onto our premises and is accompanied by a support person, will be allowed to enter our 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.

8. Notice of Temporary Disruption

8.01         Olameter Inc. will provide customers with notice in the event of a planned or unexpected disruption of our services usually used by people with disabilities or special access needs, subject to the requirements of the Accessibility for Ontarians with Disabilities Act. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative services or workarounds, if available.

Such notices will be posted conspicuously on our applicable company websites. To the extent that the disruption pertains to our physical locations accessible to customers, notices will be placed at all public entrances.

9. Feedback Process

9.01         Feedback is welcomed and valued for the continual improvement of services so as to avoid inadvertently excluding people with disabilities from services. Employees will make note of feedback given in person, verbally or in writing, online or by telephone or other means.

All feedback will be directed to Customer Service.  If necessary, the feedback may be referred to designated individuals within the company who will work with the user to address concerns and improve our service.

Complaints will be addressed according to established customer complaint process.

10. Notice of Availability of Documents/Information and Communication

10.01       Olameter Inc. notifies the public that documents related to accessible customer service, are available upon request by posting a notice on our website.  We will provide these documents in an accessible format, on request.  We will consult with the person making the request to determine the suitability of the format or communication support.  We will provide the accessible format in a timely manner and, at no additional cost.

10.02 Information and Communications

We have a process for receiving and responding to feedback and the process is accessible to persons with disabilities upon request.

We communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports:

a) in a timely manner, taking into account the person’s accessibility needs due to disability; and
b) at a cost that is no more than the regular cost charged to other persons.

We will consult with the person making the request in determining the suitability of an accessible format or communication support. If the organization determines that information or communications are unconvertible, the organization shall provide the requestor with:

a) an explanation as to why the information or communications are unconvertible; and
b) a summary of the unconvertible information or communications.

We will also meet internationally recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.

11. Employment

11.01 Olameter Inc. notifies employees and job applicants that accommodation can be made during recruitment and hiring.

We notify staff that supports are available for those with disabilities as soon as practicable after they begin their employment. We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation that take into account an employee’s accessibility needs due to a disability.

We will consult with employees when arranging for the provision of suitable accommodation in a manner that takes into account the accessibility needs due to disability. We will consult with the person making the request in determining the suitability of an accessible format or communication supports specifically for:

a) information that is needed in order to perform the employee’s job; and
b) information that is generally available to employees in the workplace

Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. With the employee’s consent, we will provide workplace emergency information to a designated person who is providing assistance to that employee during an emergency.

We will provide the information as soon as practicable after we become aware of the need for accommodation due to the employee’s disability.

We will review the individualized workplace emergency response information:

a) when the employee moves to a different location in the organization;
b) when the employee’s overall accommodations needs or plans are reviewed; and
c) when the employer reviews its general emergency response policies.

We have a written process to develop individual accommodation plans for employees.

We have a written process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work.

12. Changes to Existing Policies

12.01 Any policies of this organization that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

This document is publicly available. Accessible formats are available upon request.