Purpose:
The purpose of this policy is to recognizeNorth Bay Hydro Distribution Limited
(NBDHL) obligations to facilitate the implementation of Accessibility for
Ontarians with Disabilities Act 2002 (AODA) and Ontario Regulation 429/07
(Accessibility Standards for Customer Service).
Definitions:
-
Accessibility
standard, means an
accessibility standard made by regulation under Section 6 of the AODA.
Barrier, as defined by the Accessibility for
Ontarians with Disabilities Act, 2005 - means anything that prevents a person
with a disability from fully participating in all aspects of society because of
his or her disability, including a physical barrier, an architectural barrier,
information or communications barrier, an attitudinal barrier, a technological
barrier, a policy or a practice.
Blind person, means a person who because of
blindness is dependent on a guide dog or white cane.
-
Disability, as defined by the Accessibility for
Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code -
o 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,
o a condition of mental impairment or a
developmental disability,
o a learning disability, or a
dysfunction in one or more of the processes involved in understanding or using
symbols or spoken language,
o a mental disorder, or
o
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 having the qualifications prescribed by the regulations under the Blind
Persons Rights' Act.
Service Animal, as reflected in Ontario Regulation
429/07 - an animal is a service animal for a person with a disability if it is
readily apparent that the animal is used by the person for reasons relating to
his or her disability; or if the person provides a letter from a physician or
nurse confirming that the person requires the animal for reasons relating to
the disability
Support Person, as reflected in Ontario Regulation
429/07 - a support person means, in relation to a person with a disability,
another person who accompanies him or her in order to help with communication,
mobility, personal care or medical needs or with access to goods or services.
Policy
Statement:
NBDHL
is committed to providing quality goods and services that are accessible to
people with disabilities.
General
Principles
In accordance
with the Accessibility Standards for Customer Service, Ontario Regulation
429/07, 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
A.
The
Provision of Goods and Services to Persons with Disabilities
In
accordance with the Accessibility Standards for Customer Service, Ontario
Regulation 429/07, this policy addresses the following:
- 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.
B.
Assistive
Devices
Customer's
own assistive device(s):
Persons
with disabilities may use their own assistive devices as required when
accessing goods or services provided by NBHDL.
In
cases where the assistive device presents a safety concern or where
accessibility might be an issue, other reasonable measures will be used to
ensure the access of goods and services.
It
should be noted, it is the responsibility of the person with a disability to
ensure his/her assistive device is operated in a safe and controlled manner at
all times.
C. Guide Dogs, Service Animals and
Service Dogs
A
customer with a disability that 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.
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, NBHDL 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,
NBHDL will make all reasonable efforts to meet the needs of all individuals.
D. Support Persons
If
a customer with a disability is accompanied by a support person, NBHDL 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.
There
may be times where seating and availability prevent the customer and support
person from sitting beside each other. In these situations NBHDL will make
every reasonable attempt to resolve the issue.
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.
E. Notice of Disruptions in Service
Service
disruptions may occur due to reasons that may or may not be within the control
or knowledge of NBHDL. In the event of any temporary disruptions to facilities
or services that customer's with disabilities rely on to access or use NBHDL'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 NBHDL will provide notice by:
The notice
will be placed the public entrance and service counters on our premises and on NBHDL's website at
www.northbayhydro.com;
contacting
customers with appointments;
verbally notifying
customers when they are making an appointment; or
by any other
method that may be reasonable under the circumstances.
F.
Feedback
Process
Comments/Feedback
from people with disabilities on the way NBHDL provides services to people with
disabilities are welcomed and appreciated. The NBHDL Feedback Process allows
for comments/feedback, as well as, specifying the actions that will be taken by
the NBHDL if complaints or suggestions are received.
People
with disabilities who wish to provide comments/feedback on the way NBHDL
provides services to people with disabilities can do so:
In person to the
Human Resources Generalist
By telephone, via
direct line: 705 474-8100 ext. 314
In writing to the
attention of Human Resources , PO Box 3240, North Bay, ON, P1B 8Y5
Customer Service
Feedback form is available on NBHDL's website at www.northbayhydro.com.
Actions
taken by the North
Bay Hydro:
Once
the feedback has been received the following actions/process will be
implemented:
a) If the feedback is received by an
employee other than Human Resources Generalist/Management Team staff person will
forward to their supervisor.
b) All feedback will be directed to the Human Resources Generalist.
c) The relevant staff person will take
appropriate action in a timely manner with the assistance of members of other
departments if needed.
d) People with disabilities can expect to
hear back in 10 or less business days.
e) Whether the feedback is intended to be
a helpful suggestion or a complaint, the staff person along with Human
Resources Generalist will assess current policies, practices, and procedures to
determine if any changes are required.
f) Employees will follow up with the
person who submitted the feedback if more clarification is needed or if the
person has requested that follow up take place. When communicating with a
person with a disability it will be done in a manner that takes into
consideration a person's disability;
g) Employees will keep records of all
steps including any discussions with the person submitting the feedback and any
action.
G. Training
Training
will be provided to:
a) all employees and/or
contractors who deal with the public or other third parties that act on behalf
of NBHDL; and,
b) 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 what to do if a person with a disability is having difficulty accessing
your services.
- NBHDL's
policies, procedures and practices pertaining to providing accessible
customer service to customers with disabilities.
Training
Schedule:
NBHDL
will provide training as soon as practicable. Training will be provided to new
employees, and/or contractor who deal with the public or act on our behalf NBHDL.
Revised training will be provided in the event of changes to legislation,
procedures and/or practices.
Record
of Training:
NBHDL will keep a record of training
that includes the dates training was provided and the number of employees who
attended the training.
Todd Wilcox,
Chief Operating Officer
Accessibility