Table of Contents

1. Purpose and Background Information

2. Scope

3. Policy Statement

4. General Principles

5. Components of the Policy

5.1 Communication with Persons with Disabilities

5.2 Notice of Temporary Disruptions in Services and Facilities

5.3 Assistive Devices and Other Measures that Assist with Accessibility

5.4 Service Animals

5.5 Support Persons

5.6 Feedback

5.7 Training

5.8 Availability and Format of Documents (Alternative Formats)

Definitions

Appendix A : Assistive Devices & Technology


1. Purpose and Background Information

The Accessibility for Ontarians with Disabilities Act, 2005 (“the AODA”) is a Provincial Act with the purpose of developing, implementing and mandating accessibility standards in order to achieve accessibility for persons with disabilities, with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises. Under the AODA, Ontario Regulation 429/07, entitled “Accessibility Standards for Customer Service” (“the Regulation”), came into force on January 1, 2008. The Regulation establishes accessibility standards specific to customer service for public sector organizations and other persons or organizations that provide goods and services to members of the public or other third parties.

The objective of this policy is to identify what the equal treatment provisions of the Ontario Human Rights Code, through the AODA and the Regulation, require as a minimum legal standard in program design and service delivery to persons with disabilities and addresses the following:

  • the provision of goods and services to persons with disabilities;
  • the use of assistive devices by persons with disabilities;
  • the use of service animals by persons with disabilities;
  • the use of support persons by persons with disabilities;
  • notice of temporary disruptions in services and facilities;
  • training;
  • customer feedback regarding the provision of goods and services to persons with disabilities; and
  • notice of availability and format of documents.

2. Scope

Boomerang Credit Union strives at all times to provide services in a way that respects the dignity and independence of persons with disabilities.

3. Policy Statement

In accordance with the Accessibility for Ontarians with Disabilities, Ontario Regulation 429/07, Accessibility Standards for Customer Service, boomerang Credit Union herein also referred as “BCU”, is committed to providing a working and learning environment that is accessible and inclusive to all persons who work or enter the Credit Union. It is the policy of BCU that its working environments will be free from discrimination and harassment as defined by the Ontario Human Rights Code.

4. General Principles

The Provision of Goods and Services to Persons with Disabilities

BCU will strive to ensure that its policies, practices and procedures are consistent with the following core principles as outlined in the AODA.

Dignity - Goods and services are provided in a manner that is respectful to persons with a disability and does not diminish the person’s importance.

Independence - Accommodating a person’s disability means respecting their right to do for themselves and to choose the way they wish to receive goods and services.

Integration - Persons with disabilities can access all goods and services. This may require alternative formats and flexible approaches. It means inclusiveness and full participation. This is a fundamental human right.

Equal Opportunity - Service is provided to persons with disabilities in a way that their opportunity to access goods and services is equal to that given to others.

5 Components of the Policy

5.1 Communication with Persons with Disabilities

When communicating with a person with a disability, BCU will do so in a manner that takes into account the person’s disability. BCU commits to provide training on customer service to all current and future employees and volunteers. This training will, in particular, include how to interact and communicate with persons with various types of disabilities.

5.2 Notice of Planned or Unplanned Disruption in Services and Facilities

In the event of a service disruption affecting employees, contractors and members of the general public, it is the responsibility of the employees to take reasonable steps to report such disruption in a timely fashion through appropriate information channels. Such channels include, but are not limited to, the BCU website, physical postings (temporary signage) on or immediately adjacent to the affected area, and/or communication via email to affected individuals. In accordance with the AODA, notice must be conspicuous and indicate any alternatives that exist to allow access to persons with disabilities during the disruption. The required information necessary for any communication of a temporary disruption may include:

  • The time, date and location of the disruption;
  • Information about the reason for the disruption;
  • Anticipated duration of the disruption;
  • Descriptions of alternative facilities or services, if any; and
  • Contact information.

5.3 Assistive Technology

Personal assistive technologies are permitted and unrestricted in all areas of BCU to which employees and the public have access, except when subject to operator safety and/or member privacy. BCU will train, on an ongoing basis, current and future employees and volunteers in the use of various assistive devices and related policies. BCU will provide an updated list of various assistive technologies available to employees and volunteers (see Appendix A). It should be noted that the provision, use and safety of personal assistive devices is the responsibility of the person with a disability.

5.4 Service Animals

Persons with a disability who are accompanied by a service animal may access premises owned and/or operated by BCU, if the public has access to such premises and the animal is not otherwise excluded by law. If a service animal is excluded by law, BCU will ensure that alternate means are available within reasonable time and location to provide persons with a disability access to BCU’s services.

There may be rare circumstances where, for reasons of health and safety of another person, allowing a person with a disability to enter a premises accompanied by a service animal needs to be considered. An example of such a situation include but are not limited to: where a person is allergic to animals and adversely affected if they are in close proximity to a service animal. If deemed necessary, a risk assessment will be conducted by the appropriate employee as determined by the CEO. This assessment will identify: a) the risks inherent with the service animal being in the area of concern; and b) alternate measures available to enable the person with a disability to access this service.

If it is not readily apparent that an animal is a service animal, any employee may ask the person with the service animal to provide verification of the animal’s duty. It should be noted that the use and safety of the service animal is the responsibility of the person with a disability.

5.5 Support Persons

BCU welcomes staff and visitors who are accompanied by a support person, when the support person has been hired or chosen by the person with a disability to accompany them in order to assist in accessing goods or services and/or for the purposes of providing support with mobility, personal assistance and/or communication. Persons with a disability who require a support person may access premises owned and/or operated by BCU with their support person, provided the interaction between the person and their support person does not compromise member privacy.

Support persons are permitted to accompany employees with disabilities to their work environments. Individuals who are accompanied by a support person are encouraged to inform relevant persons of their participation.

There may be rare circumstances where, for reasons of health and safety of another person, allowing a person with a disability to enter premises accompanied by their support person needs to be considered. An example of such a situation includes potential fire code violations. If deemed necessary, a risk assessment will be conducted by the appropriate employee as determined by the CEO. This assessment will identify: a) the risks inherent with the support person being in the area of concern; and b) alternate measures available to enable the person with a disability to access this service.

Support persons shall be permitted entry to BCU facilities that are open to the public.

5.6 Feedback

Feedback about the delivery of services to persons with disabilities is welcomed, as it may identify areas that require change and assist in continuous service improvement. Such feedback may be by telephone, in person, in writing, or by delivering an electronic text via email, on diskette or otherwise. BCU will make best efforts to provide a response in the same format in which the feedback was received.

Where possible, feedback will be addressed immediately. Some feedback may, however, require more effort to address and may need to be reviewed before an action is taken. BCU will respond within 21 working days. Information about the feedback process will be posted on BCU’s website at http://boomerangcu.com.

Feedback may be provided directly to:

Mail: boomerang CREDIT UNION
343 Dundas Street, Suite 100 London, ON – Canada N6B 1V5
Telephone: 519.661.4563
Fax: 519.663.9369
Email: memberservices@boomerangcu.com

In person: Lew Figol
343 Dundas Street, Suite 100 London, ON – Canada N6B 1V5

5.7 Training

BCU shall provide training to all current employees and volunteers and, in particular, to those providing services and who are involved in the development and approval of customer service policies, procedures and practices. New employees will be provided such training as part of their orientation. BCU shall also require volunteers, new employees, and third party contractors to provide proof of AODA customer service training as a condition of contract.

Such training shall include:

  • A review of the purposes of the AODA and the requirements of the Accessibility Standards for Customer Service;
  • How to interact and communicate with persons with various types of disabilities;
  • How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or a support person;
  • How to use the available equipment or devices that may assist with the provision of services to persons with disabilities;
  • What to do if a person with a disability is having difficulty in accessing BCU services;
  • How to develop and review policies, procedures and practices relating to the provision of services to persons with disabilities.

Documentation of training of employees, volunteers, and third party contractors shall be maintained by the appropriate person as determined by the CEO and submitted to the Diversity & Equity Office, as required by law.

5.8 Availability and Format of Documents (Alternative Formats)

Accessible Customer Service Policy, notices of temporary disruptions, training records, and written feedback process are available upon request, subject to the Freedom of Information and Protection of Privacy Act (“FIPPA”). When providing these documents to a person with a disability, BCU will endeavor to provide the document, or the information contained in the document, in a format that takes the person’s disability into account.

Notice of the availability of documents required by the Accessibility Standards for Customer Service will be posted on BCU’s website at http:boomerangcu.com

Definitions

Accessible means obtainable, usable, readable, audible, visible, understandable, clear, able to be entered and exited, flexible, etc. To be accessible to all people, a variety of accessibility plans are necessary. Ensuring inclusive practices will ensure that all goods and services can be accessed by a larger audience.

Alternate Formats refers to alternate ways to provide goods and services. This may be through forms of communication such as speech or writing, or methods such as in person or over the phone. Other examples are large print, electronic text (Word or html), Braille, sign language interpretation, communication devices, media caption, etc.

Assistive Devices are equipment that people with disabilities utilize to assist in their daily lives at home, work, school, etc. Such devices could be a walker, scooter, cane, magnification or specialized learning software, communication board, etc.

Assistive Technology is equipment or software such as screen reading, audio recording and voice recognition which people with disabilities use to obtain information and communicate with others.

Customer is the term used in the AODA Legislation to describe patrons, stakeholders or anyone in receipt of goods and services. The primary recipients of BCU’s services are BCU’s employees and members.

Disability Under the AODA, the definition of “disability” is the same as the definition in the Ontario Human Rights Code:

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

Employee refers to any person included on payroll.

Service Animal The Regulation defines a “service animal” as “an animal for a person with a disability”. In this policy, a service animal is any animal used by a person with a disability for reasons relating to the disability or where the person provides a letter from a physician confirming that they require the animal for reasons relating to their disability; or where the person provides a valid identification card signed by the Attorney General of Canada or a certificate of training from a recognized guide dog service animal training school.

Support Person is someone who accompanies a person with a disability in order to assist them. Their assistance may include, but is not limited to, communication, mobility, personal care, medical needs or with access to goods or services.

BCU Premises are any buildings and/or lands owned, leased, operated, controlled or supervised by BCU.

Volunteer is a person who provides services to BCU for which they are not being paid. Where a volunteer is also an employee, she/he will be treated as an “employee” under this policy.

Working Days are Mondays to Fridays, Saturdays until noon, excluding Sundays and statutory holidays.

Compliance

Annually, the Audit Committee will ensure compliance with this policy. In accordance with section 27 of Regulation 237/09, the Audit Committee is responsible for developing and conducting an annual review of accessible customer service (including accounting and management reporting practices), and will report its findings and recommend any necessary corrective action to the board of directors. The Audit Committee may engage the services of additional volunteers or experts to assist in their review.

The external auditor shall conduct whatever tests are necessary regarding this policy, in order to meet generally accepted auditing standards and shall report any shortfalls to the Audit Committee.

The Board of Directors (in conjunction with the Audit Committee, as mandated under paragraph 27 of Regulation 237/09, will review written correspondence from the Ministry of Finance, the Financial Services Commission of Ontario (FSCO) and the Deposit Insurance Corporation of Ontario (DICO) or a designated stabilization authority regarding accessible customer service matters, and will investigate and respond as appropriate.

Policy Approval and Review

This policy, and any subsequent recommended changes to this policy, must be approved by the Board of Directors. This policy will be reviewed annually for ongoing appropriateness by the board (or by a delegated subcommittee of the board).

APPENDIX A:

Assistive Devices & Technology

To access available assistive devices and technology contact us at BCU.