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Providing Goods and Services to People with Disabilities

1. PURPOSE

OntarioMD strives at all times to respect the dignity and independence of Ontarians with disabilities. We are committed to giving the same opportunities to those with disabilities as we do to other members of the public. This policy aims to ensure that staff, volunteers, and all others who deal with members of the public on our behalf, are properly trained in the provision of accessible customer service.

2. SCOPE

This policy applies to all OntarioMD employees, volunteers, and any other persons dealing with members of the public on our behalf.

3. POLICY SPECIFIC INFORMATION AND RESPONSIBILITIES

Providing Goods and Services to Members with Disabilities

OntarioMD is committed to excellence in serving all members of the public, including those with disabilities, and we will carry out our functions and responsibilities in the following areas:

  • We will communicate with individuals with disabilities in ways that take into account their disability. This will include training staff on how to interact and communicate with the individuals with various types of disabilities.
  • We are committed to providing fully accessible telephone service to individuals with a disability. This will include training staff to communicate with the public over the telephone in clear and plain language and to speak clearly and slowly. If telephone communication is not suitable to the needs of that person or is not available, we will offer to communicate via email or in person.
  • We are committed to serving individuals with disabilities who use assistive devices to obtain, use or benefit from our services. We will ensure that our staff is trained and familiar with various assistive devices that may be used by individuals with disabilities while accessing our services. We will also ensure that staff know how to use any assistive devices available on our premises.
  • We are committed to providing accessible invoices. Invoices will be provided, upon request, in the following formats: electronic copies, large print, or other formats that are reasonable to provide for a specific circumstance. We will answer any questions about the content of the invoice in person, by telephone or via email.

Use of Service Animals and Support Persons

OntarioMD is committed to welcoming individuals 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 all others dealing with the public are properly trained in how to interact with individuals with disabilities who are accompanied by a service animal.

If the service animal is excluded from the premises by law, we will ensure that other measures are available to enable individuals who require the use of a service animal to obtain, use or benefit from our services.

OntarioMD is committed to welcoming individuals with disabilities who are accompanied by a support person. Any individual with a disability who 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.

Notice of Temporary Disruption

OntarioMD will provide 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 at all public entrances and service counters on our premises and will be included on our website.

Training for Staff

OntarioMD will provide training on the provision of our services to individuals with disabilities, to all employees, volunteers and others who deal with members of the public or other third parties on our behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. All OntarioMD employees will be trained.

The training will be provided within one month of staff commencing their duties. Training will include the following:
  • The purpose of the Accessibility for Ontarians with Disabilities Act and the requirements of the Customer Service Standard.
  • How to interact and communicate with individuals with various types of disabilities.
  • How to interact with individuals with disabilities who use an assistive device or require the assistance of a service animal or support person.
  • How to use any equipment available on our premises that may help with the provision of our service to individuals with disabilities.
  • What to do if a person with a disability is having difficulty in accessing our services.
  • Our policies, practices and procedures relating to the Customer Service Standard.
  • Staff will be trained on an ongoing basis when changes are made to our policies, practices and procedures.

Feedback Process

The ultimate goal of OntarioMD is to meet and surpass the public’s expectations while serving those with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way we provide goods and services to members of the public with disabilities can be made by telephone, in writing, fax, or in electronic format, including email. All feedback should be directed to OntarioMD Customer Service (support@ontariomd.com), responses can be expected to be received within 10 business days.

Modifications to This or Other Policies

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

Any policy of OntarioMD that does not respect and promote the dignity and independence of individuals with disabilities will be modified or removed.

Questions about this Policy

This policy exists to achieve service excellence to individuals with disabilities. If anyone has a question about the purpose of this policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to the Human Resources department of OntarioMD.

4. SUPPORTING/REFERENCED DOCUMENTS AND TEMPLATES