Accessibility Policy

Excellence Canada Accessibility Policy for Customer Service

Purpose and Application

Under the Accessibility for Ontarians with Disabilities Act, 2005 all organizations that provide services to the public must meet the requirements of accessibility standards established by regulation. This policy establishes the accessibility standards for customer service for the Excellence Canada, in accordance with Ontario Regulation 429/07. This policy applies to all employees of the organization, agents, volunteers and contracted service staff.


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.

Assistive Device means any device or mechanism that assists 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, a brain injury, any degree of paralysis, amputation, lack of physical co-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, s. 1 (1).

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

Goods and services will be provided in a manner that respects the dignity and independence to all customers and community members. 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 Excellence Canada.

Policy Requirements

1) Use of Service Animals and Support Persons, Assistive Devices, and Communication

  1. Service Animals: If a person with a disability is accompanied by a guide dog or other service animal, Excellence Canada will ensure that the person is permitted to enter any 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, Excellence Canada will ensure that other measures are available to enable the person with a disability to obtain, use and benefit from Excellence Canada’s goods and services.
  2. Support Persons: If a person with a disability is accompanied by a support person, Excellence Canada will ensure that both persons are permitted to enter any facility, and that the person with a disability is not prevented from having access to the support person. Excellence Canada may require a person with a disability to be accompanied by a support person when in its facility or one contracted for its use, but only if a support person is necessary to protect the health or safety of the person with a disability or the health or safety of others in the facility. Where and if a fee is charged for the support person, prior notice of the fee will be made available.
  3. Assistive devices: We will ensure that our staff members are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.
  4. Communication: We will communicate with people with disabilities in ways that take into account their disability.

2) Notice of Temporary Disruptions

Excellence Canada 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 made conspicuous and may be displayed at the location of the disruption, on the website, in a mailing or in a pamphlet.

3) Accessibility Training Policy

  1. Every person who deals with members of the public or who participates in developing Excellence Canada’s policies, practices and procedures governing the provision of goods and services to the public; including its staff, volunteers, agents, contractors and others who provide service on behalf of Excellence Canada will receive training regarding the provision of goods and services to persons with disabilities.
  2. The training will include the following information
    i. the purposes of the Accessibility for Ontarians with Disabilities Act,
    ii. how to interact and communicate with persons with various types of disabilities,
    iii. how to interact with persons with disabilities who use an assistive device, or require the assistance of a service animal or support person
    iv. how to use equipment made available by Excellence Canada to help people with disabilities to access goods and services
    v. what to do if a person with a disability is having difficulty accessing Excellence Canada’s goods and services
  3. 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 an ongoing basis in 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

  1. Excellence Canada 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.
  2. The feedback process is promoted on the website and through other printed outreach methods. A copy of the feedback process and feedback form is available upon request.

5) Notice of availability of documents

Excellence Canada will provide the public notice of the availability of the documents, required by the Accessibility Standards for Customer Service, (O. Reg 429/07) upon request. Notice of availability will be provided on the web site and through other printed methods.

6) Format of documents

If Excellence Canada is required, by the Accessibility for Ontarians with Disabilities Act, 2005, to give a copy of a document to a person with a disability, Excellence Canada will take into account the person’s ability to access the information and will provide the document or information contained in the document in a format that meets those needs as agreed upon with the person.


For more information regarding our accessibility policies and practices, or to provide feedback or comments:
Please contact: Russ Gahan, V.P. Operations
by phone at: 416-251-7600 x249
or by email at: [email protected]
or by fax at: 416-251-9131
or by mail at: Excellence Canada, North American Life Centre, 5700 Yonge Street, Suite 200, Toronto, ON M2M 4K2