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Overview of ECO Accessibility Policies and Plans established in compliance with the Accessibility for Ontarians with Disabilities Act, 2005

(Policies approved as of December 2009)

Please click here to access the complete ECO policy document (.pdf format)

A. Background and General ECO Policies

This introduction provides information regarding the background and purpose of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), and outlines the application of the ECO policies, the criteria for reviews and changes to the policies and where to direct questions about our policies and procedures.

The Accessibility Standards for Customer Service, Ontario Regulation 429/07 is the first standard that has been developed and officially passed into law. It sets out specific and general requirements to ensure goods and services are provided in ways that are accessible to people with disabilities.

B. ECO Policies on Accessibility Standards for Customer Service

1.0 - Accessible Customer Service: The objective of this policy is to outline the guiding principles of accessible customer service and the manner in which the ECO intends to provide goods and services to persons with disabilities.

2.0 - Assistive Devices and Services: This policy states that people with disabilities will be allowed to use their own personal assistive devices and outlines the measures the ECO offers on-site to enable people with disabilities to access our goods and services.

3.0 - Alternative Format Documents: This policy recognizes that people with disabilities often use methods other than standard print to access information. The policy describes the procedure for providing alternative formats of documents when requested.

4.0 - Service Animals and Support Persons: This policy states that people with disabilities will be allowed to be accompanied by their service animal or support person in those areas of our premises that are open to the public.

5.0 - Notice of Temporary Disruptions: The ECO will provide notice of disruptions when our office premises or a facility (such as the ECO Resource Centre) or services that a person with a disability usually use to access our goods and services are temporarily unavailable or if expected to be temporarily unavailable in the near future.

6.0 Training: One of the major components of the Accessible Customer Service standard is to provide training to all ECO staff who deal with the public. This policy outlines who has been trained or will be trained, the content, timing and method of training and the procedure for keeping a record of training.

7.0 - Client Feedback Process: The policies and procedures involved with receiving and responding to customer feedback are outlined in this policy. This policy also states that information regarding our feedback process will be made readily available. A template for receiving feedback is included.


8.0 - Other Forms of ECO Assistance: The ECO will continue to adhere to WC3 accessibility standards, as defined in the Ontarians with Disabilities Act (ODA), associated with the ECO's public-facing internet website.

The ECO will continue to advance accessibility in all human resource management activities undertaken. Internal HR policies will be reviewed before the end of 2010 to ensure they are consistent with the principles of the AODA. The ECO will continue to accommodate staff with disabilities.

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