Accessibility Policy


Purpose and Application

Under the Accessibility for Ontarians with Disabilities Act, 2005 all organizations must meet the requirements of accessibility standards established by regulation. This policy establishes the accessibility standards for customer service for Fraser Ford, in accordance with Ontario Regulation 429/07. This policy applies to all employees of Fraser Ford, clients, and contracted personnel.


Accessible means customer service is provided in a manner that is capable of being easily understood or appreciated; easy to get at; capable of being reached, or entered; obtainable.

Assistance Device means any device or mechanism that assist a person with a disability in accessing, and benefiting from the services provided. Assistive devices may include, but are not limited to; ASL interpretation, wheelchair, walker, cane, assistive listening device, visual alarms, or assistive software programs.

Disability means;

  1. Any degree of physical 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, and a brain injury, any degree of paralysis, amputation, lack of physicalco-ordination, blindness or visual impairment, 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,
  2. A condition of mental impairment or a developmental disability,
  3. A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
  4. A mental disorder,
  5. 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 means a dog trained as a guide for a blind person and having the qualifications prescribed by the Blind Persons’ Rights Act R.S.O. 1990, c. B.7,

Service Animal is an animal that provides assistance for a person with a disability. It may be readily apparent that the animal is used by the person for reasons relating to his/her disability; or a person may be asked to provide a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Policy Statement

Fraser Ford views accessibility as providing the public with full access to all its services and information. The goal is to be a barrier-free organization by identifying, removing and preventing barriers that may limit the involvement of all people regardless of ability. Goods and services will be provided in a manner that respects the dignity and independence to all customers. The provision of services to persons with disabilities will be integrated wherever possible. Persons with disabilities will be given an opportunity equal to that given to others, to obtain, use or benefit from the goods and services provided by and on behalf of Fraser Ford.

Policy Requirements

  1. Use of Service Animal and Support Person, If a person with a disability is accompanied by a guide dog or other service animal, Fraser Ford will ensure that the person is permitted to enter their facility with the animal and to keep the animal with him or her unless the animal is otherwise excluded by law. Where a service animal is excluded by law, Fraser Ford will ensure that other measures are available to enable the person with a disability to obtain, use and benefit from Fraser Ford’s goods and services. When communicating with people with disabilities we will take into account their disability.If a person with a disability is accompanied by a support person, Fraser Ford will ensure that both persons are permitted to enter the facility, and that the person with a disability is not prevented from having access to the support person. Where and if a free is charged for the support person, prior notice of the fee will be made available.
  2. Notice of Temporary Disruption, Fraser Ford will provide notice of temporary disruptions. The notice will include information about the reason for the disruption, its anticipated duration and a description of any available, alternative services. Notice will be posted in conspicuous places, at the main entrances into the facility and may be displayed at the location of the disruption, on the website, or using another suitable method.
  3. Accessibility Training Policy Every person who deals with members of the public or who participates in developing Fraser Ford’s policies, practices and procedures governing the provision of goods and services to the public; including all employees, contractors and others who provide service on behalf of Fraser Ford will receive training regarding the provision of goods and services to persons with disabilities.The training will include the following information:
    the purposes of the Accessibility for Ontarians with Disabilities Act,
    how to interact and communicate with persons with various types of disabilities,
    how to interact with persons with disabilities who use and assistive device, or require the assistance of a service animal or support person
    how to use equipment made available by Fraser Ford to help people with disabilities to access goods and services
    what to do if a person with a disability is having difficulty accessing Fraser Ford’s goods and services
    Training will be provided to each person according to his or her needs and duties and as soon as is practicable after he or she is assigned the applicable duties. Training will be provided on a ongoing basis in the connection with changes to policies, practices and procedures governing the provision of goods or services to persons with disabilities. A record of the dates on which training is provided and the number of individuals to whom it is provided will be kept.
  4. Feedback process Fraser Ford has a feedback process through which people with disabilities are encouraged to provide information and feedback about the goods and services they receive. Feedback can be received in a variety of ways, in person, by mail or email, by telephone, fax or otherwise. All feedback is sent to the General Manager for review and action.
  5. Notice of availability of documents Fraser Ford will provide the public notice of the availability of the documents, required by the Accessibility Standards for Customer Service, (). Reg 429/07) upon request. Notice of availability will be provided on the website and through other printed methods.
  6. Format documents If Fraser Ford is required, by the Accessibility for Ontarians with Disabilities Act, 2005, to give a copy of the document to a person with a disability, Fraser Ford will take into account the person’ ability to access the information and will provide the document in a format that meets those needs as agreed upon with the person.

Accommodation will be provided in all parts of the hiring process as required under Fraser Ford’s Employment Accommodation policy. Applicants need to make their needs known in advance.