Statement of Organizational Commitment
Dexian Canada is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.
Dexian Canada is also committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination, and understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) 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.
Dexian Canada is committed to excellence in serving and providing goods, services or facilities to 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.
Training
We are committed to training all staff and volunteers in accessible customer service, other Ontario accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities. In addition, we will train all other persons who provide services in Ontario on behalf of the organization.
Training includes:
• purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standards;
• our policies related to the Customer Service Standards;
• 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 available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities; and
• what to do if a person with a disability is having difficulty in accessing our organization’s goods, services or facilities.
We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies.
Assistive Devices
People with disabilities may use their personal assistive devices when accessing our goods, services or facilities. In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.
We will ensure that our staff are trained and familiar with any assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our services or facilities.
Communication
We communicate with people with disabilities in ways that take into account their disability. We will work with the person with disabilities to determine what method of communication works for them.
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 and third parties.
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. In certain cases, Dexian Canada may require a person with a disability to be accompanied by a support person for the health or safety reasons of the person with a disability or others on the premises.
Before making a decision, we will:
• consult with the person with a disability to understand their needs;
• consider health or safety reasons based on available evidence;
• determine if there is no other reasonable way to protect the health or safety of the person or others on the premises.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, we 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. This notice will be posted at the entrance of the applicable premises and on our website.
Feedback Process
We welcome feedback on how we provide accessible customer service. Feedback may be provided via email to [email protected], or via phone at 1-647-390 0789.
Notice of Availability of Documents
This policy and any other document deemed to be key in the delivery of Dexian Canada’s services in an accessible manner will be made available upon request in a format that takes into account the person’s disability. Notwithstanding the above, this policy will be made available on our website, and made available to any person to whom it provides services using any other method or format as is reasonable in the circumstances.
Self-service Kiosks
We will incorporate accessibility features/consider accessibility for people with disabilities when designing, procuring or acquiring self-service kiosks.
Information and Communications
We have a process for receiving and responding to feedback and the process is accessible to persons with disabilities upon request.
We communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports in a timely manner, taking into account the person’s accessibility needs due to disability, and at a cost that is no more than the regular cost charged to other persons.
We will consult with the person making the request in determining the suitability of an accessible format or communication support.
In certain circumstances, we may not be able to meet the request for an accessible format or communication support, such as when information is not convertible as it is technically not feasible to convert it or the technology or services needed to convert the information are not readily available. In these cases, we will provide an explanation to the individual making the request as to why the information is unconvertible and will also provide a summary of the unconvertible information to the individual.
We will also meet Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.
Employment
We notify employees, job applicants and the public that accommodations can be made during recruitment and hiring. We notify job applicants when they are individually selected to participate in an assessment or selection process that accommodations are available upon request. We consult with the applicants and provide or arrange for suitable accommodation.
We notify successful applicants of policies for accommodating employees with disabilities when making offers of employment.
We notify employees that support is available for those with disabilities as soon as practicable after they begin their employment. We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodations that take into account an employee’s accessibility needs due to a disability.
We will consult with employees when arranging for the provision of suitable accommodation in a manner that takes into account the accessibility needs due to disability. We will consult with the person making the request in determining the suitability of an accessible format or communication support for the provision of information that is needed in order to perform the employee’s job or information that is generally available to employees in the workplace.
We will provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary, and if we are aware of the need for accommodation due to the employee’s disability. We will provide this information as soon as practicable after becoming aware of the need for accommodation. Where the employee requires assistance, we will, with the consent of the employee, provide the workplace emergency response information to the person designated to provide assistance to the employee. We will review the individualized workplace emergency response information when the employee moves to a different location in the organization, or when the employee’s overall accommodations needs or plans are reviewed.
We have a written process to develop individual accommodation plans for employees, and a written process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work. Our performance management, career development and redeployment processes will take into account the accessibility needs of employees with disabilities.
Design of Public Spaces
At the present time, Dexian Canada does not plan on developing or redeveloping any of its public spaces. However, should it choose to do so, we will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces.
Modifications
We are committed to developing client service policies that respect and promote the dignity and independence of persons with disabilities. Therefore, no changes will be made to this policy before considering the impact on persons with disabilities.
Multi-Year Accessibility Plan
A copy of our current Multi-Year Accessibility Plan can be accessed here.