Ontario’s Accessibility Standard for Customer Service policy governs how we provide goods and services to members of the public or other third party organizations in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the Accessibility Standard for Customer Service, both of which aim to establish accessibility standards for people with disabilities.
We are committed to using reasonable efforts to ensure that we provide accessible customer service to people with various kinds of disabilities and that we respect the principles of independence, dignity, integration and equal opportunity.
Practices and procedures
We comply with the regulations of the Accessibility Standard for Customer Service by:
- Providing goods and services in a manner that respects the dignity and independence of persons with disabilities;
- Providing goods and services so that persons with disabilities are able to fully benefit from the same services, in the same place, and in the same or similar way as persons without disabilities, unless an alternative measure is necessary to enable a person with a disability to obtain, use, or benefit from our goods and services; and,
- Giving people with disabilities the same opportunity equal to that of persons without disabilities to obtain, use, or benefit from our goods and services.
Use of assistive devices
We permit persons with disabilities to use their personal assistive devices while on our premises to obtain, use, or benefit from our goods and services.
Use of service animals
Persons with disabilities who are accompanied by guide dogs or other service animals will be permitted to enter our premises that are open to the public with the animal and will be allowed to keep the animal with them, unless the animal is otherwise excluded by law. If the service animal is excluded by law, we will use reasonable efforts to ensure that alternate means are available for persons with disabilities to obtain, use or benefit from our goods and services.
If it is not readily apparent that the animal is a service animal, we may ask the person with a disability for a letter from a physician or nurse confirming that the person requires the animal for reasons relating to his or her disability.
It is the responsibility of the person with a disability to ensure that his or her service animal is kept in control at all times.
Use of support persons
Persons with disabilities who are accompanied by a support person will be permitted to enter our premises that are open to the public and will not be prevented from having access to the support person while on the premises.
We may require a person with a disability to be accompanied by a support person while on our premises in situations where it is deemed necessary to protect the health and safety of the person with a disability and/or others.
When support persons are required for CFI-sponsored meetings or events, the person with a disability will be required to provide his or her own support person. If there are fees associated with the meeting or event, the support person will be charged the regular fee. Advance notice of said fees will be provided if such circumstances exist.
When communicating with a person with a disability, we will do so in a manner that takes into account the person’s disability.
Website and web content
We comply with current content conformity norms and will implement appropriate updates in order to meet the stated requirements by January 1, 2021.
We are committed to providing high quality goods and services to all members of the public that we serve, including customers with disabilities. Comments on how well we achieve this goal are welcomed and appreciated.
Feedback from members of the public regarding the way we provide goods and services to people with disabilities can be made by telephone, in person, in writing, by email or through other relevant methods.
All feedback received will be directed to our manager of human resources who can be reached at:
230 Queen Street, Suite 450
Ottawa, Ontario K1P 5E4
hr [at] innovation.ca
Privacy will be respected and all feedback will be reviewed for possible action that can be taken to improve our services. In most cases, a response to the feedback will be provided within 30 working days. Feedback and/or responses will be delivered in a format that is accessible to the person submitting the comment.
Notice of availability of documents
All documents required by the Accessibility Standards for Customer Service, including our policies, practices and procedures governing accessible customer service, documents on the use of service animals and support persons and documents regarding our feedback process, are available upon request. Our policy governing the provision of goods and services for people with disabilities is posted on our website.
Format of documents
If we are required to give a copy of any document available under the Accessibility Standards for Customer Service to a person with a disability, we will provide the document, or the information contained within the document, in a format that takes into account the person’s disability. Alternatively, we and the person with a disability may agree on an alternate format for the document or information.
If an alternative format is required, please contact hr [at] innovation.ca.