Accessibility for Ontarians with Disabilities Act

Manchu WOK‘s Customer Service Policy Statement: Providing Goods and Services to People with Disabilities

Accessibility Standards for Customer Service, Ontario Regulation 429/07, became law on January 1, 2008. It is the first accessibility standard implemented under the Accessibility for Ontarians with Disabilities Act, 2005. This regulation is an important step to create a barrier-free and accessible Ontario by 2025. Manchu WOK® is committed to providing its goods and services in ways that respect the dignity and independence of people with disabilities. We are also committed to giving people with disabilities access to our goods and services in the same place and in a similar manner as other customers.

1. Manchu WOK® is committed to excellence in serving all customers including people with disabilities in the following areas:

  1. Dignity – Respect the dignity of a person with a disability. Treat them as customers and clients who are as valued and as deserving of effective and full service as any other customer.
  2. Independence – People who may move or speak more slowly should not be denied an opportunity to participate in a program or service because of these factors. A Manchu WOK® employee should not hurry them or take over a task for them if they prefer to do it themselves in their own way.
  3. Integration – Allow people with disabilities to fully benefit from the same services, in the same place and in the same or similar way as other customers. Sometimes, integration does not serve the needs of all people with disabilities. In these cases it is necessary to use alternate measures to provide goods or services.
  4. Equal Opportunity – Allow people to have the same chances, options, benefits and results as others. In the case of services, it means that people with disabilities have the same opportunity as others to benefit from the way Manchu WOK® provides goods or services. They should not have to make significantly more effort to access or obtain service. They should also not have to accept lesser quality or more inconvenience.

2. Communication and Documentation

  1. When communicating with a person with a disability, Manchu WOK® employees will do so in a manner that takes into account the person’s disability.
  2. When providing a copy of a document to a person with a disability, Manchu WOK® shall give the person the document, or the information contained in the document, in a format that takes into account the person’s disability.

3. Personal Assistive Devices

Manchu WOK® permits customers with disabilities to use their own personal assistive devices provided the assistive device does not jeopardize or interfere with the integrity and assets of the organization.

4. Manchu WOK® Assistance Provided

Manchu WOK® may offer a person with a disability other reasonable measures to assist the person in obtaining, using or benefiting from Manchu WOK‘s goods and services. Where Manchu WOK® has such other measures available, this must be documented in policies, practices and procedures.

5. Support Persons

  1. Manchu WOK® ensures entry of customers with disabilities accompanied by a personal support person into Manchu WOK® premises, subject to applicable age restrictions.
  2. Standard costs will apply to personal support workers accompanying persons with disabilities at special events.

6. Service Animals

A person with a disability may enter Manchu WOK® premises accompanied by their guide dog or service animal in areas of the premises that are open to the public, unless the animal is excluded by another law. If a service animal is excluded by law, other measures to provide services to the person with a disability may be used.

7. Notice of Disruptions in Service

  1. Manchu WOK® will make reasonable efforts to provide notice to customers, when possible, if services are unavailable.
  2. When a disruption occurs unexpectedly, notice shall conspicuously be posted as soon as possible.

8. Feedback

  1. Manchu WOK® will acknowledge customer feedback in a timely manner that takes into account the customer’s disability.
  2. Manchu WOK® will capture and track customer feedback through available tracking systems.

9. Training

  1. All persons to whom this policy applies will receive training as required by the Accessibility Standards for Customer Service.
  2. Accessible Customer Service training has been provided to all Manchu WOK® employees. Manchu WOK‘s New Hire program incorporates an AODA Accessible Customer Service segment to ensure all employees are trained.

10. Availability of Manchu WOK® Accessibility Policy

Public access to the annual Manchu WOK® Accessibility Policy will be available in alternate formats upon request.

What is the Accessibility for Ontarians with Disabilities Act, 2005 (AODA)?

The Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”), is a law passed by the Ontario legislature that allows the government to develop specific standards of accessibility and to enforce them. The standards are made into laws called regulations, and they provide the details to help meet the goal of the AODA. The AODA is the foundation on which the standards are built. AODA Section 1. Recognizing the history of discrimination against persons with disabilities in Ontario, the purpose of this Act is to benefit all Ontarians by,

  1. Developing, implementing and enforcing accessibility standards in order to achieve accessibility for Ontarians with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises on or before January 1, 2025; and
  2. Providing for the involvement of persons with disabilities, of the Government of Ontario and of representatives of industries and of various sectors of the economy in the development of the accessibility standards.

Who is a person with a disability?

The definition of a person with a disability under the Accessibility for Ontarians with Disabilities Act (“AODA”) is the same as the definition of disability under the Ontario Human Rights Code. This is the definition of disability that applies to the customer service standard. In this Act, “disability” means,

  1. 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,
  2. a condition of mental impairment or a developmental disability,
  3. a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
  4. a mental disorder, or
  5. an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997;

It is important to understand that information about a disability is personal and private and must be treated with sensitivity and confidentiality. Through consistent application and implementation of our customer service standards, accommodations for accessibility are simply a part of every day customer service delivery model at Manchu WOK®.

What does “use reasonable efforts to be consistent with the principles” mean?

The customer service standards enforced by the AODA do not specify what “reasonable efforts” mean. There is no single way to provide accessibility for a disability, this requires Manchu WOK® and its staff to be creative and resourceful in our efforts because a solution with respect to accessibility may be different in each situation. What steps we take today to resolve an accessibility issue may not be the steps we take tomorrow.