1.1Accessibility for Ontarians with Disabilities Procedure

Definitions:

Personal assistive devices and support persons may be used to access our goods and services, as well as guide dogs or service animals, unless the animal is excluded by another law.

An assistive device is defined as any technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Assistive devices could include a wheelchair, walker, personal oxygen tank or any other device that can assist in hearing, seeing, moving, breathing, remembering and/or reading.

A guide dog is a highly trained working dog trained to either provide mobility, safety and increased independence for people who are blind. A service animal or dog is defined as any animal that assists a person with regards to their disability, or that is confirmed as such in a letter from a physician or nurse.

A support person is a person who accompanies a person with a disability in order to help with communication, mobility, personal care, medical needs or access to goods and services.

A disability is defined 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 co-ordination, 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 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.

The Provision of Goods and Services to Persons with Disabilities

Helmutz Landscape & Interlock will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

ensuring that all customers receive the same value and quality;
allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
taking into account individual needs when providing goods and services; and
communicating in a manner that takes into account the customer's disability.

Assistive Devices

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Helmutz Landscape & Interlock.

Guide Dogs, Service Animals and Service Dogs

A customer with a disability who is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.

Exclusion Guidelines:

If a guide dog, service animal or service dog is excluded by law Helmutz Landscape & Interlock will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).

Recognizing a Guide Dog, Service Dog and/or Service Animal:

If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, Helmutz 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 or service animal training school.

Care and Control of the Animal:

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

Allergies:

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

Support Persons

If a customer with a disability is accompanied by a support person, Helmutz Landscape & Interlock will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.

In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed. 

Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Helmutz Landscape & Interlock.  In the event of any temporary disruptions to facilities or services that customer's with disabilities rely on to access or use Helmutz Landscape & Interlock's goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

Notifications will Include:

In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:

goods or services that are disrupted or unavailable
reason for the disruption
anticipated duration
a description of alternative services or options

Notifications Options:

When disruptions occur Helmutz Landscape & Interlock will provide notice by:

posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the Helmutz Landscape & Interlock website;
contacting customers with appointments;
verbally notifying customers when they are making a reservation or appointment; or
by any other method that may be reasonable under the circumstances.

Feedback Process

Helmutz Landscape & Interlock shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), are available upon request.

Submitting Feedback:

Customers can submit feedback to:

Our Office Manager
519-888-9536
170 St. Leger Street, Kitchener, Ontario
info@helmutz.com

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

Training

Training will be provided to:

all employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of Helmutz Landscape & Interlock; for example: salespersons, drivers, vendors; and,

those who are involved in the development and approval of customer service policies, practices and procedures.

Training Provisions:

As reflected in Ontario Regulation 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, Ontario Regulation 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.

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 our services.
Helmutz Landscape & Interlock's policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.

Training Schedule:

Helmutz Landscape & Interlock will provide training as soon as practicable. Training will be provided to new employees, volunteers, agents and/or contractors who deal with the public or act on our behalf. Revised training will be provided in the event of changes to legislation, procedures and/or practices.

Record of Training:

Helmutz Landscape & Interlock will keep a record of training which includes the dates training was provided and the number of employees who attended the training.

Notice of Availability and Format of Documents

Helmutz Landscape & Interlock shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer's disability. Notification will be given by posting the information in a conspicuous place owned and operated by Helmutz Landscape & Interlock, the Helmutz Landscape & Interlock's website and/or any other reasonable method.

Administration

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

Our Office Manager
519-888-9536
170 St. Leger Street
info@helmutz.com

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