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Accessible Customer Service Policy

Purpose

The purpose of this policy is to establish a framework for the provision of accessible goods and services to Ottawa River Power Corporation customers. Developed in accordance with the Accessibility Standards for Customer Service, O. Reg. 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), this policy addresses the following:

  • The Provision of Goods and Services to Persons with Disabilities
  • The Use of Assistive Devices
  • The Use of Guide Dogs, Service Animals, and Service Dogs
  • The Use of Support Persons
  • Notice of Service Disruptions
  • Customer Feedback
  • Training
  • Notice of Availability and Format of Required Documents

Policy Statement

Ottawa River Power Corporation is committed to creating a barrier-free environment by preventing, identifying, and removing barriers that may limit persons with disabilities. All goods and services provided by Ottawa River Power Corporation shall follow the principles of dignity, independence, integration, and equal opportunity. This policy and its related procedures will be reviewed as required in the event of the legislative changes.

Application

This policy applies to every person who deals with the public or other third parties on behalf of Ottawa River Power Corporation whether they do so as employees, agents, or otherwise; and every person who participates in developing the corporation’s policies, procedures, and practices that deal with providing goods and services to the public and other third parties. This policy applies to all services offered at facilities owned, leased, or operated by Ottawa River Power Corporation, as well as public events hosted by Ottawa River Power Corporation, regardless of where the event takes place.

Definitions

Agent: is a person or business providing goods and/or services on behalf of ORPC through a contract or agreement.

Assistive Devices: technical aids, communication devices, medical aids, or other instruments that are used to increase, maintain, or improve the functional abilities of people with disabilities. Examples may include, but are not limited to, wheelchairs, walkers, oxygen tanks, note taking devices, portable magnifiers, recording machines, and assistive listening devices.

Disability: is defined by the Accessibility for Ontarians with Disabilities Act and the Human Rights Code, as:

  • 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.
  • 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 regulations.

Service Animal: as defined in O. Reg. 191/11: Integrated Accessibility Standards an animal is a service animal for a person with a disability if,

  1. The animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, as a result of visual indictors such as the vest or harness worn by the animal; or
  2. The person provides documentation from one of the following regulated health professionals confirming that the person requires the animal for reasons relating to the disability:
  3. A member of the College of Audiologists and Speech-Language Pathologists of Ontario.
  4. A member of the College of Chiropractors of Ontario.
    1. A member of the College of Nurses of Ontario.
    2. A member of the College of Occupational Therapists of Ontario.
    3. A member of the College of Optometrists of Ontario.
    4. A member of the College of Physicians and Surgeons of Ontario.
    5. A member of the College of Physiotherapists of Ontario
    6. A member of the College of Psychologists of Ontario.
    7. A member of the College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario. O. Reg. 165/16, s 16.

Support Person: as defined in O. Reg. 191/11: Integrated Accessibility Standards, a support person means, in relation to a person with a disability, another person who accompanies them in order to help with communication, mobility, personal care or medical needs or with access to goods, services or facilities. O. Reg. 165/16, s. 16

Temporary Disruption: is a short term planned or unplanned disruption to facilities or services that the public usually uses to obtain goods and services.

Particulars

The Provision of Goods and Services to Persons with Disabilities

ORPC will make every reasonable effort to ensure that its policies, practices, and procedures and consistent with the following:

  • Goods and services are provided in a manner that respects the dignity and independence of persons with disabilities.
  • The provision of goods and services to persons with disabilities are integrated with those provided to persons who do not have disabilities, unless an alternative measure is necessary to enable a person with a disability to access, obtain, use, or benefit from Ottawa River Power Corporation goods and/or services.
  • Persons with disabilities are given every opportunity to that of persons without disabilities to obtain, use, or benefit from ORPC’s goods and services.

The Use of Assistive Devices

Persons with disabilities may use their own assistive device(s) as required when accessing goods and/or services provided by Ottawa River Power Corporation. However, in cases where the assistive device presents a health and safety concern for the person with the disability or for others on the premises, or where accessibility may present an issue, other reasonable measures will be used to assist them in obtaining, using, and benefiting from ORPC’s goods and services.

Persons with disabilities are responsible for the safe and controlled operation of their assistive devices at all times.

The Use of Guide Dogs, Service Animals and Service Dogs

Persons with disabilities who are accompanied by a guide dog, service animal, or service dog, are permitted onto premises owned or operated by Ottawa River Power Corporation, provided that the public has access to such premises and that the animal is not otherwise excluded by law.

If it is not readily apparent that the animal is a service animal, ORPC may request verification from the customer. Verification may include:

  • A letter from a member of one of the regulated health professional colleges (see above definition of service animal) confirming that the person requires the animal for reasons relating to the disability;
  • A valid identification card signed by the Attorney General of Canada; or
  • A certificate of training from a recognized guide dog or service animal training school.

A customer that is accompanied by a guide dog, service animal, or service dog is responsible for maintaining care and control of the animal at all times.

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

The Use of Support Persons

A person with a disability may enter premises owned or operated by Ottawa River Power Corporation with a support person and will not be prevented from having access to their support person, provided that the public has access to such premises.

In situations where confidential or personal information may be discussed, prior consent will be obtained from the customer to ensure that the individual consents to the support person being present.

Ottawa River Power Corporation may require a person with a disability to be accompanied by a support person while on Ottawa River Power Corporation’s premises in situations where it is necessary to protect the health and safety of the person with a disability or the health and safety of others on the premises.

Notice of Service Disruptions

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Ottawa River Power Corporation. In the event that a disruption to a service or facility is planned, Ottawa River Power Corporation will provide advance notice of the disruption. In some circumstances, such as the situation of unplanned temporary disruptions, Ottawa River Power Corporation will provide notice as soon as possible.

The following information will be included in the notice of disruption unless it is not readily available or known:

  • The service or facility that is disrupted,
  • The reason for the disruption,
  • The anticipated duration of the disruption, and
  • A description of available alternative services or facilities, if any.

When disruptions occur, ORPC may provide notice to customers by posting the information in relevant visible locations, on the ORPC website (www.orpowercorp.com), and/or on ORPC social media pages. Other methods of notification may include direct messaging to the customer via written letter/notice, SMS, email, and automated phone messaging.

Customer Feedback

Ottawa River Power Corporation welcomes feedback about the delivery of goods and services to persons with disabilities. Feedback on accessible customer service may be submitted online using the Accessible Customer Service Form.

Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints submitted.

Customers who require alternative formats or accommodations to submit feedback are encouraged to contact us for assistance.

Training

Training will be provided to:

  1. All employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of Ottawa River Power Corporation; and
  2. Those who are involved in the development and approval of customer service policies, practices, and procedures.

As reflected in O. Reg. 429/07, regardless of the format, training will cover the following:

  • A review of the purpose of the Accessibility for Ontarians with Disabilities act, 2005.
  • A review of the requirements of the Accessibility Standards for Customer Service, O. Reg. 429/07.
  • Instructions on how to interact and communicate with people with various types of disabilities.
  • Instructions on how to interact with people with disabilities who:
    • Use assistive devices;
    • Require the assistance of a guide dog, service dog, or other service animal; or,
    • Require the use of a support person (including the handling of admission fees).
  • Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
  • Instructions on what to do if a person with a disability is having difficulty accessing Ottawa River Power Corporation goods or services.
  • Ottawa River Power Corporations policies, procedures, and practices pertaining to providing accessible customer service to customers with disabilities.

Ottawa River Power Corporation will provide training as soon as practicable. Revised training will be provided in the event of changes to legislation, procedures and/or practices.

Ottawa River Power Corporation will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

Notice of Availability and Format of Required Documents

All documents required by the Accessibility Standards for Customer Service, O. Reg. 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), including ORPC’sAccessible Customer Service Policy, procedures and practices, notices of temporary disruptions, training records, and the feedback process, are available upon request, subject to the Freedom of Information and Protection of Privacy Act (FIPPA). Ottawa River Power Corporation’s Accessible Customer Service Policy will be available on the Ottawa River Power Corporation website at www.orpowercorp.com.