Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

Ontario Nature is committed to excellence in servicing all customers including people with disabilities.

Assistance devices
We will ensure that our employees are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Communication
We will communicate with people with disabilities in ways that take into account their disability.

Service animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

Support persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fees will not be charged for support persons.

Notice of temporary disruption
In the unlikely event that both of the elevators at Ontario Nature’s office at 214 King Street West, Suite 612 are out of service, we will notify customers promptly. The notice will be posted on our website and will include information about the reason for the disruption and its anticipated length. Please note that the outside entrances to 214 King Street West are not wheelchair accessible. The south entrance from King Street has 11 steps. The north entrance from Pearl Street has 3 steps. If you require assistance please contact us at info@ontarionature.org or 416-444-8419 and an employee will meet you at the base of the Pearl Street steps or assist you with climbing the 3 steps to the building lobby.

Training for employees
All employees of Ontario Nature deal with the public. Training will be provided to all employees on an ongoing basis. Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the customer service standard.
  • Ontario Nature’s plan related to the customer service standard.
  • How to interact and communicate with people with various types of disabilities.
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person.
  • How to assist customers who are having difficulty accessing the non-wheelchair accessible building, 214 King Street West, where Ontario Nature’s offices are located.
  • What to do if a person with a disability is having difficulty in accessing Ontario Nature’s goods and services.

Employees will also be trained when changes are made to our plan.

Feedback process
Customers who wish to provide feedback on the way Ontario Nature provides goods and services to people with disabilities can e-mail us at info@ontarionature.org or call us at 416-444-8419.

All feedback will be directed to the Director of Finance and Administration.

Customers can expect to hear back within 3 business days.

Complaints will be addressed according to Ontario Nature’s regular complaint management procedures.

Modifications to this or other policies
Any policy of Ontario Nature that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

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