Accessible Customer Service Plan

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

Customer service

Training is provided to all employees on an on-going basis. Training includes:

  • An overview of the Accessibility of Ontarians with Disabilities Act, 2005 (AODA);
  • Customer services standard;
  • How to interact and communicate with people with various 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 office is located; and
  • What to do if a person with a disability is having difficulty accessing Ontario Nature’s goods and services.

Support persons and service animals

Ontario Nature welcomes people with disabilities who are accompanied by a support person or a service animal.

Notice of temporary disruption

In the unlikely event that both of the elevators at the Ontario Nature 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 the building are not wheelchair accessible. The south entrance on King Street has 11 steps and the north entrance on Pearl Street has 3 steps to the building lobby. If you require assistance, please contact us at or 416-444-8419 and an employee will meet you downstairs.

The Ontario Nature office in Thunder Bay at 10 Cumberland Street North is wheelchair accessible.


When requested, Ontario Nature will provide information and communication in an accessible format. We will consult with the person to determine accessibility needs and the most appropriate accessible format or communication support. Accessible formats and communication supports will be provided in a timely manner. If you have a request, please email or call 416-444-8419. Your request will be directed to the Director of Communications and Engagement who will respond in a timely manner.

Feedback process

Customers who wish to provide feedback on the way Ontario Nature provides goods and services to and communicates with people with disabilities can email or call 416-444-8419. All feedback will be passed on to the Director of Finance and Administration who will respond in a timely manner.

Hiring practices, workplace information and performance management

Ontario Nature welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If an applicant or successful candidate requests an accommodation, we will discuss their needs and make adjustments to support them.

If an employee asks for workplace information in an accessible format, we will make that information available in the requested format. If requested, internal communication, including policies, procedures and emergency information provided to staff will be made available in accessible formats. Feedback and coaching will be provided in a way that is accessible to them.

Removing barriers

Most of Ontario Nature’s nature reserve trails are rugged and not wheelchair accessible. When building new or making significant alterations to our existing trails, we will follow certain technical requirements, including:

  • Minimum width and height clearance measurements; and
  • Surface characteristics.

In addition, information regarding physical characteristics of the trail, such as length, and average and minimum width will be updated on our website, and we will install signage containing this information on trailheads.

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