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The management of Skelton, Brumwell & Associates Inc. is committed to excellence in serving all customers including people with disabilities.
Building on a foundation of commitment to accessibility Skelton, Brumwell & Associates Inc. continues to work with customers, staff, and the community to identify, prevent and remove barriers to participation to ensure compliance with the Accessibility for Ontarians with Disabilities Act (AODA) Customer Service Standard.
Definition of Disability
“Disability” means,
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(a)
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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,
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(b)
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a condition of mental impairment or a developmental disability,
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(c)
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a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
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(d)
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a mental disorder, or
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(e)
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an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997; (“handicap”).
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Ontario Human Rights Commission/Accessibility for Ontarians with Disabilities Act, 2005.
In preparing for the compliance requirements, Skelton, Brumwell & Associates Inc. has made reasonable efforts to ensure that its policies and procedures are consistent with the following principles, as defined by the Customer Service Standard, AODA:
- All goods and services at Skelton, Brumwell & Associates Inc. will be provided in a manner that respects the dignity,
independence, integration and equal opportunity of people with disabilities.
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Dignity: service is provided in a way that allows the person with a disability to maintain self-respect and the respect of other people.
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Independence: when a person with a disability is allowed to do things on their own, without unnecessary help or interference from others.
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Integration and Equal Opportunity: service is provided in a way that allows the person with a disability to benefit from the same services, in the same place, and in the same or similar way as other customers, unless an alternate measure is necessary to enable a person with disability to access goods or services. They should not have to make significantly more effort to access or obtain service. They should also not have to accept inconvenience or lesser quality. Sometimes this may mean that the Skelton, Brumwell & Associates Inc. has to treat individuals slightly differently so that they can benefit fully from the services.
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Use of Assistive Devices
Assistive devices are devices that are used to assist person with disabilities in carry out activities or in accessing the services of persons or organizations. Some examples include: a wheelchair, screen reader, listening device or cane. Skelton, Brumwell & Associates Inc. is committed to serving people with disabilities and ensuring that those who use assistive devices will benefit from enjoying a fulfilling experience.
A person with a disability may provide their own assistive device to access our products or services. It is the responsibility of the person with a disability to ensure that his or her assistive device is operated in a safe and controlled manner at all times.
Use of an assistive device will not be allowed in situations where Skelton, Brumwell & Associates Inc. has determined that the assistive device may pose a risk to the health and safety of a person with a disability or the health and safety of other on the premises. In these situations, Skelton, Brumwell may offer a person with a disability other reasonable measures to assist him or her in obtaining, using and benefiting from the Company’s goods and services, where Skelton Brumwell has such other measures available.
Communicating with a Customer with a Disability
We will communicate with people with disabilities in ways that take into account their disability. Two-way communications is a process of providing, sending, receiving and understanding information. To communicate in an effective way, Skelton, Brumwell & Associates Inc. considers how the disability affects the way that the person expresses, receives or processes communications. Where possible, we ask the customer directly the best way to communicate with him/her.
Skelton, Brumwell & Associates uses a variety of ways, wherever possible, to make communications more accessible by:
- Staff will be trained on how to interact and communicate with customers who have disabilities.
- Considering the needs of people with disabilities during the planning stage of services and communication development.
- Using plain language to make a document easier to read for people with certain learning disabilities.
- Customers with disabilities will be offered alternative communication formats that will meet the needs of the customer.
Use of Service Animals
Skelton, Brumwell & Associates Inc. is committed to welcoming customers with disabilities who are accompanied by a trained, accredited service animal. A service animal may accompany a customer or any third party with a disability to all parts of our premises that are open to the public. Service animals may be used for, but not limited to, the following disabilities: vision loss, physical disability, hearing loss, autism, epilepsy etc. Skelton, Brumwell & Associates Inc. ensures that all employees, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities, who are accompanied by a service animal.
If the service animal is causing a disturbance for other customers, the customer and accompanying service dog may be required to leave the area or our premises.
The owner is responsible to "stoop and scoop".
Skelton, Brumwell & Associates Inc. anticipates there will be special situations and is prepared to make every effort to accommodate the circumstances on an individual basis, as they arise, keeping safety to all customers and service animals in mind.
Customers can contact our Office Coordinator at Skelton, Brumwell & .Associates Inc., 705-726-1141 or mail@skeltonbrumwell.ca.
Use of Support Persons
Skelton, Brumwell & Associates Inc. is committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person is allowed to enter the Skelton, Brumwell & Associates Inc. premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on the Skelton, Brumwell & Associates Inc. premises.
A support person is an individual hired or chosen by a person with a disability to provide services or assistance with communication, mobility, personal care, medical needs or with access to goods or services.
Notice of Temporary Disruption
Skelton, Brumwell & Associates Inc. is aware that temporary disruptions of services and programs may occur due to reasons that may or may not be within Skelton, Brumwell & Associates Inc.’s control or knowledge. Skelton, Brumwell & Associates Inc. will make a reasonable effort to provide advance notice of the disruption to the public, including information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if any, that may be available.
Notices will be made available through the following networks, as appropriate.
- Web site
- Telephone recordings;
- Public service announcements;
- Intranet Site for staff and volunteers;
- Temporary signage;
In the event of an unexpected disruption, advance notice is not possible. In such cases, Skelton, Brumwell & Associates Inc. will provide notice, as soon as possible, through its communication networks.
Training for Staff
Skelton, Brumwell & Associates Inc. provides training to all employees and volunteers and all those who are involved in the development and approvals of customer service policies and procedures on providing goods and services to customers with disabilities. Skelton, Brumwell & Associates Inc. ensures that third parties and others, who deal with the public, have the required AODA training. New staff will receive training as part of their orientation to Skelton, Brumwell & Associates Inc. Staff will also be trained when changes are made to our Accessible Customer Service plan.
Process to Receive and Respond to Feedback
Customers who wish to provide feedback on the way Skelton, Brumwell & Associates Inc. provides goods and services to people with disability do by email, telephone, mail or in person to
Skelton, Brumwell & Associates Inc.
93 Bell Farm Road, Suite 107
Barrie, Ontario L4M 5G1
705-726-1141/1-877-726-1141
mail@skeltonbrumwell.ca
Attention:
Sandra Culbert, Office Coordinator
Accessible Customer Services Feedback
Complaints will be address according to our organization’s regular complaint management process.
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