1. Purpose
OneLocal is committed to ensuring equal access and participation for people with disabilities. We will use reasonable efforts to ensure that our policies, practices and procedures governing the provision of our services to persons with disabilities are consistent with the following principles:
We are committed to providing services to people with disabilities in a way that allows them to maintain their dignity and independence.
We are committed to providing persons with disabilities the same services, in the same place and in a similar way as other employees or customers and
We are committed to providing persons with disability opportunities equal to others to obtain, use and benefit from OneLocal's services.
We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act.
2. Definitions
For the purpose of this policy: "Disability" means:
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 coordination, 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 a 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; (“handicap”)
"Service animal" means an animal accompanying a person with disabilities for reasons relating to their disability.
"Support person" means a person accompanying a person with disabilities to assist with communication, mobility, or other needs.
3. Application of Policy
This policy applies to OneLocal services that are provided to its customers. The policy also applies to all employees at OneLocal, who are responsible for ensuring OneLocal's services are accessible.
4. Providing Accessible Services
OneLocal strives to meet the needs of its employees and customers with disabilities and works hard to remove and prevent barriers to accessibility.
We are committed to fulfilling our requirements under the Accessibility for Ontarians with Disabilities Act. This accessibility plan outlines the steps OneLocal is taking to meet those requirements and to improve opportunities for people with disabilities.
Our plan shows how OneLocal will play its role in making Ontario an accessible province for all Ontarians.
Website
We are committed to providing persons with disabilities the same services, in the same place and in a similar way as other employees or customers. To accommodate this, OneLocal's website meets internationally recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.
Customer Service
OneLocal is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.
OneLocal understands that obligations under the Accessibility for Ontarians with Disabilities Act 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.
OneLocal is committed to complying with both the Ontario Human Rights Code and the AODA.
OneLocal is committed to excellence in serving 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.
Assistive devices
People with disabilities may use their personal assistive devices when accessing OneLocal's website.
Communication
We will communicate with people with disabilities in ways that take into account their disability. We will work with the person with a disability to determine what method of communication works for them.
Training
OneLocal will provide accessible customer service training to all employees.
Employees will be trained on accessible customer service within a reasonable timeframe after being hired.
Training will include:
Purpose of the Accessibility for Ontarians with Disabilities Act and the requirements of the customer service standard
OneLocal’s policies related to the customer service standard
What to do if a person with a disability is having difficulty in accessing OneLocal’s services
Staff will also be trained when changes are made to our accessible customer service policies.
Employment
We will notify employees, potential hires and the public that accommodations can be made during recruitment and hiring.
We will notify staff that supports are available for those with disabilities. We will put in place a process to develop individual accommodation plans for employees.
Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency.
5. Providing Accessible Spaces
Service animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
If service animals are prohibited by another law from the premises, OneLocal will provide other resources or support to enable the person with disabilities to access the services offered by OneLocal.
Support persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers or employees with disabilities, OneLocal will notify them 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.
6. Feedback process
OneLocal welcomes feedback on the accessibility of our services. Customer feedback will help us identify barriers and respond to concerns. Feedback can be shared by mail or e-mail at the following addresses:
Attn: Legal
545 King St. West, Suite #200
Toronto ON
M5V 1T1
All feedback, including complaints, will be reviewed and assessed with respect to OneLocal's accessibility practices and policies. Responses shall be provided within a reasonable amount of time and will depend on the complexity of the issues raised. OneLocal ensures our feedback process is accessible to people with disabilities, by providing or arranging for accessible formats and communication support, on request.
7. Notice of availability of documents
OneLocal will provide this document in an accessible format or with communication support, 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.
8. Modifications to this or other policies
Any policies of OneLocal that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.
What's Next?
OneLocal's Multi-year Accessibility Plan