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AODA Policy

AODA Policy

Accessibility Policy â€“ Ontario

Vicwest Inc. is committed to preventing, identifying and removing barriers that could impede the ability of people with disabilities to access good and services. This includes employees, clients, and suppliers.

In June 2005, the Ontario government passed the Accessibility for Ontarians with Disabilities Act (AODA). The purpose of this enhanced Act is to develop, implement and enforce standards of accessibility for all Ontarians. Vicwest’s Accessibility Policy is consistent with the AODA and its Regulations.


The purpose of this policy is to outline practices and procedures that Vicwest intends to implement to help identify and remove barriers that impede a person’s ability to access goods and services. This document sets out Vicwest’s policy on how it will achieve accessibility generally, as well as in customer service, employment, information and communications, and public spaces.

Principles of Providing Accessibility to Persons with Disabilities:

Dignity: Refers to policies, procedures and practices that treat any person, including those with a disability, as a client who is valued and deserving of effective and full service. People with disabilities should not be treated as an afterthought or forced to accept lesser service, quality or convenience. Service delivery needs to take into account how people with disabilities can effectively access and use services and show respect for these methods.

Independence: In some instances, independence means freedom from control or influence of others’ freedom to make your own choices. In other situations, it may mean the freedom to do things in your own way. People who may move or speak more slowly should not be denied an opportunity to participate in a program or service because of this factor.

Integration: Integrated services are those services that allow people with disabilities to fully benefit from the same services, in the same place and in the same or similar way as other clients. Integration means that policies, practices and procedures are designed to be accessible to everyone including people with disabilities. Sometimes integration does not serve the needs of all people with disabilities. In these cases, it is necessary to use alternate measures to provide goods or services. Alternate measures are ways of serving people that are not completely integrated into the regular business activities of the organization.

Equal Opportunity: Equal opportunity means having the same chances, options, benefits and results as others. In the case of services, it means that people with disabilities have equal opportunity to benefit from the services you provide. People with disabilities should not have to make significantly more effort to access or obtain service. They should also not have to accept lesser quality or more inconvenience.

Multi-Year Accessibility Plan

Our multi-year accessibility plan outlines our strategy to prevent and remove barriers and to meet the requirement under the AODA and its Regulations. Our multi-year accessibility plan will be posted on our website, and will be available in an accessible format upon request. The multi-year accessibility plan will be reviewed and updated at least once every five years.

The plan will include accessibility strategies for:

  • General Accessibility
  • Information and Communications
  • Employment
  • Built Environment â€“ Design of Public Spaces
  • Customer Service Standard

General Accessibility

Vicwest will train all employees, volunteers, and others on Ontario’s accessibility standards and on the Ontario Human Rights Code as it applies to persons with disabilities. The training will be appropriate to the duties and responsibilities of the individuals being trained, and will be provided as soon as practicable and upon changes to our accessibility policies.

Information and Communications

Vicwest is committed to meeting the communications needs of people with disabilities. Vicwest will provide information and communication materials in accessible formats or with communication supports upon request. This includes publicly available information about Vicwest’s goods, services and facilities, as well as publicly available emergency information. Vicwest will also provide individuals with an opportunity to provide feedback in an accessible format.

Accessible formats and communication support for persons with disabilities will be provided in a timely manner, taking into account the person’s accessibility needs. Vicwest will consult with persons with disabilities to determine how to provide accommodation for their information and communication needs. It will be provided at no additional cost than the cost charged to other persons.

If necessary, Vicwest will provide an explanation of why the information and communication are unconvertible, and a summary of such information and communication.
Finally, Vicwest will work toward making its websites and web content conform with the World Wide Consortium Web Content Accessibility Guidelines (WCAG 2.0) Level AA in accordance with the Integrated Accessibility Standards.


Vicwest values all of its employees and is committed to providing an inclusive and accessible workplace. In keeping with this commitment, Vicwest will ensure that it develops policies and practices that comply with the employment-related requirements of the Integrated Accessibility Standards in a timely manner.

Built Environment â€“ Design of Public Spaces

Vicwest is committed to incorporating barrier-free design principles in newly constructed and redeveloped public spaces in accordance with the timelines set out in the Integrated Accessibility Standards.

Policies are subject to amendment and/or revocation at the Company’s sole discretion, without prior notice to employees.

Compliance with the Customer Service Standard

Vicwest will ensure the identification and removal of barriers to access for people with disabilities by ensuring our commitment to the practices and procedures set out in our Customer Service Plan.


This policy will be posted on Vicwest’s website and intranet. This document is available in alternate format upon request.


If you have any questions or concerns about this policy or its related procedures please contact:

Lynn Marie Caissie
Director of HR
Phone: (905) 825-2252
Fax: (905) 825-2272

This policy and any related procedures will be reviewed as required in the event of legislative changes.


Customer Accessibility Plan

Providing Goods and Services to People with Disabilities

Vicwest Inc. is committed to excellence in serving all customers including people with disabilities.

This Plan is intended to meet the requirements of the Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”) and the Accessibility Standards for Customer Service, Ontario Regulation 429/07.

Assistive devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will use our best efforts to accommodate all assistive devices. However, if necessary, we will use alternate methods to provide service to customers with disabilities in a manner that takes their disability into consideration.


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

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 the service animal is legally excluded from some parts of the common areas of the premises, we will provide alternative measures to enable the person to obtain, use or benefit from the service.

If it is not readily apparent that an animal is being used as a service animal for reasons relating to the customer’s disability, we may request verification from the customer. Verification may include:

  • A letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
  • A valid identification card signed by the Attorney General of Canada; or
  • A certificate of training from a recognized guide dog school or service animal training school

If a health and safety concern presents itself, for example in the form of severe allergy to the animal, we will make all reasonable efforts to meet the needs of all individuals.

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.

Consent will be obtained from the customer to discuss confidential information with the support person present, prior to any conversation where confidential information is discussed.

Fees will not be charged for support persons.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities at any of our facilities, Vicwest Inc. will notify customers 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.

The notice will be posted in the area of the disruption, in order to provide an opportunity to make alternate arrangements. Where appropriate e-mail notification will be provided.

Training for staff

Vicwest Inc. will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf.

Training will include:

  • An overview of the AODA and the Accessibility Standards for Customer Service, Ontario Regulation 429/07;
  • Vicwest Inc.’s Accessible Customer Service Plan;
  • How to interact and communicate with people with various types of disabilities;
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person;
  • How to use the equipment or devices that are available at our premises or that we provide that may help people with disabilities; and
  • What to do if a person with a disability is having difficulty in accessing Vicwest’s goods and services.

Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

Staff will also be trained when changes are made to the Accessible Customer Service Plan.

Feedback process

Customers who wish to provide feedback on the way Vicwest Inc. provides goods and services to people with disabilities can contact our Vice President, Human Resources & Administration as follows:

Lynn Marie Caissie
Director of HR
Phone: (905) 825-2252
Fax: (905) 825-2272

Alternate methods of feedback will be available upon request.

Customers can expect a response in seven (7) business days. Complaints will be addressed according to our organization’s regular complaint management procedures.

Notice of availability

Vicwest Inc. shall notify customers that the documents related to the Accessibility Standard for Customer Service, Ontario Regulation 429/07, are available upon request and in a format that takes into account the customer’s disability. Notification will be given by having this information available on-site, on the website or by any other reasonable method.

Modifications to this or other policies

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


Multi-Year Accessibility Plan

Vicwest Inc. is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act (the â€śAODA”).


In accordance with the Vicwest Inc. Accessibility Policy, the purpose of this Plan is to outline how we will achieve accessibility generally, as well as in employment, information and communications and the design of public spaces (built environment).

Under the Integrated Accessibility Standards Regulations (the “IASR”), the following accessibility strategies set out the requirements that are applicable to Vicwest Inc.:

  • Accessible Emergency Information;
  • Training;
  • Kiosks;
  • Information and Communication;
  • Employment; and
  • Design of Public Spaces Standards.

Accessibility Standards for Customer Service

Vicwest Inc. is committed to compliance with the Accessibility Standards for Customer Service Regulation under the AODA, which involves the providing of products and services in a way that respects the dignity and independence of people with disabilities.

Accessible Emergency Information

Vicwest Inc. is committed to providing its customers and clients with publicly available emergency information in an accessible way upon request.

We will also provide employees with disabilities with individualized emergency response information when necessary.


We have posted an Accessible Customer Service Plan and Accessibility Policy and training will be provided to existing employees and new employees.

Vicwest Inc. will provide training to existing employees and other staff members who deal with the public or other third parties on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities by January 1, 2015. Training will be provided to all new employees and other staff members who deal with the public or other third parties during the orientation process. Training will be provided in a way that best suits the duties of the employees and other staff members. Records of training will be maintained.


Vicwest Inc. has regard for accessibility features that could be integrated into kiosks that best meet the needs of our customers.

Information and Communication

Vicwest Inc. is committed to meeting the communication needs of people with disabilities. We will consult with people with disabilities to determine their information and communication needs.

  • Effective January 1, 2014, we will ensure that all new websites and content will conform with WCAG 2.0 Level A.
  • We will ensure feedback processes are accessible to people with disabilities upon request by January 1, 2015.
  • We will make all publicly available information accessible upon request by January 1, 2016.
  • We will make all websites and content conform with WCAG 2.0 Level AA by January 1, 2021.


Vicwest Inc. is committed to fair and accessible employment practices. By January 1, 2016 we will include notification of the availability of accommodation for disabilities in recruitment, assessment and selection. In addition, we will include notification of accommodation policies with all offers of employment and to all existing employees.

We will create a process for the development of written, individual accommodation plans and return to work policies for employees that have been absent due to a disability. Individual accommodation plans will be required for all accommodations, will include information on accessible formats and communications supports upon request and will identify any other accommodations being provided. There will also be a written return to work process for disability related absences.

For performance management, career development and advancement, and redeployment we will take into account accessibility needs and any accommodation plans.

Design of Public Spaces

Vicwest Inc. will meet the Accessibility Standards for all built obligations by January 1, 2017, including:

  • Exterior paths of travel
  • Accessible parking
  • Service counters
  • Fixed queuing guides
  • Waiting areas

We will put procedures in place to prevent service disruption to our accessible parts of public spaces. In the event of a service disruption, we will notify the public of the service disruption and alternatives available.