Providing goods, services or facilities to people with disabilities
Physiotherapy and Beyond is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.
Physiotherapy and Beyond understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.
Physiotherapy and Beyond is committed to complying with both the Ontario Human Rights Code and the AODA.
Physiotherapy and Beyond is committed to excellence in serving all customers including people with disabilities.
Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.
People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.
In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.
We will do our best to provide alternative options including possible home visits or assistance with finding other outpatient resources to accommodate them.
We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities.
We will communicate with people with disabilities in ways that take into account their disability. This may include the following:
We will work with the person with a disability to determine what method of communication works for them.
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.
When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.
A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.
A regulated health professional is defined as a member of one of the following colleges:
If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
In certain cases, [organization name] might require a person with a disability to be accompanied by a support person for the health or safety reasons of:
Before making a decision, Physiotherapy and Beyond will:
If Physiotherapy and Beyond determines that a support person is required, we will waive the admission fee for the support person
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Physiotherapy and Beyond will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
The notice will be made publicly available in the following ways:
Physiotherapy and Beyond will provide accessible customer service training to:
Staff will be trained on accessible customer service within [timeframe] after being hired.
Training will include:
Staff will also be trained when changes are made to our accessible customer service policies.
Physiotherapy and Beyond welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.
Customers will be notified of how to provide feedback in the following ways:
Customers who wish to provide feedback on the way Physiotherapy and Beyond provides goods, services or facilities to people with disabilities can provide feedback in the following way(s):
All feedback, including complaints, will be handled in the following manner:
Customers can expect to hear back in less than 30 days.
Physiotherapy and Beyond will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.
Physiotherapy and Beyond will notify the public that documents related to accessible customer service, are available upon request by posting a notice in the following location(s)/way(s):
Physiotherapy and Beyond will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.
Any policies of Physiotherapy and Beyond that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.
Updated May 24, 2018