AODA Customer Service Standard Policy

Purpose

The Accessibility Standards for Customer Service O. Reg. 191/11 requires a municipality to adopt and maintain policies, procedures and practices governing the provision of its services to persons with disabilities. This policy is prepared in accordance with the Regulation and addresses the following:

• The Provision of Goods and Services
• Communication
• Use of Assistive Devices
• Use of Service Animals
• Use of Support Person
• Notice of Temporary Disruptions
• Training Requirements
• Feedback Process
• Notice of Availability of Documents/Format of Documents

The Policy provides an overview of the process in place for receiving feedback on the accessibility of its goods and services. Upon request, the Town will provide accessible formats and communication supports when receiving and responding to feedback.​​

Accessible customer service training is ongoing and continues to be provided to all new employees, volunteers and members of Council during their orientation.

Policy Statement

The Corporation of the Town of Midland is committed to providing its goods and services in a manner that respects the dignity and independence of all people. The policy strives to ensure the following:

1. Dignity and Independence
   That Town goods and services are provided in a manner that respects the dignity and independence of persons with disabilities.
   
   
2. Integration
   That the provision of goods and services are provided in a manner that allows person with disabilities 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.
   
   
3. Equal Opportunity
   That the provision of goods and services are provided to persons with disabilities in such a way that they have an opportunity to access our goods and services equal to that given to others.