Dr. Bernstein Diet & Health Clinics is committed to ensuring all employees have the training required under the Accessibility of Ontarians with Disabilities Act, 2005 (AODA) and to provide training on how to deliver the required customer service standards.
The Accessibility Standard for Customer Service, Ontario Regulation 429/07 is a law in Ontario 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. The Customer Service Standard involves understanding that customers with disabilities may have different needs and determining the best way to help them access the services available.
A disability is defined by AODA as: “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, and degree of paralysis, amputation, lack of physical coordination, 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 or;
At such time as new or revised standards are developed under the AODA, the Company will review and update this policy, as necessary to ensure consistency.
Vision Loss: The person may have partial vision; therefore one must not assume that they cannot see. Provide clear and precise verbal directions. Avoid saying “over there” or using hand gestures as directions.
Hearing Loss: Don’t shout; simply ask “how can I help?” You might need an alternative form of communication. Therefore, you may need to conduct your conversations in writing using pen and paper. Make sure the person can see your full face in order to help with lip reading.
Deaf-Blind: Don’t assume a deaf-blind person has no vision or hearing. Not all vision or hearing loss is complete. Identify yourself to the person’s intervener when you initially approach the person, but then speak directly to the person who is deaf-blind.
Mental Health Disabilities: Remain patient. Allow the person the time to process the information and get their message across. If the person appears to be in crisis, ask them how you can best help them.
Speech and Language Impairments: Be patient if they speak slowly or with a stutter. It is insulting for the person if you cut them off to complete their sentences. Ask closed questions that can be answered with a “yes” or “no”. Don’t assume a person with a speech impairment must also have a developmental disability.
Intellectual or Developmental Disabilities: Provide information in sections. Don’t overwhelm the person with too many details at once. Confirm that the person understands what you have said by having them repeat what you have said back to you in their own words.
Learning Disabilities: Allow the person the extra time they need to process the information you have given them. It may take them longer to respond to you. Remain patient and be ready to repeat explanations if necessary.
Physical / Mobility Disabilities: Ask before you offer help. Persons with physical disabilities will have their own ways of doing things. Make sure that the person with the physical disability is aware of the accessible features available to them (automatic doors, accessible washrooms, elevators, etc.).
Mental Health Disabilities: Such disabilities: Include anxiety disorders (phobias, panic disorders, obsessive-compulsive disorders) and mood disorders (depression, bi-polar), as well as schizophrenia. You likely won’t know that the person has a mental health disability unless you are informed of it. Usually it will not affect your interaction, however in some cases, it may and you should be prepared for this possibility.
Sensory Disability:A person with a smelling disability or hypersensitivity to odours and smells may have allergies or may be unable to identify dangerous gases, smoke, fumes, and spoiled food. A person with touch disabilities could have numbness and the inability to feel sensations. General Tips for all Disabilities:
|Visual Impaired||Person with impairment|
|Confined to wheelchair||Person who uses a wheelchair|
|Cripple, cripples, lame||Person with mobility impairment|
|(The)Deaf||Person who is deaf|
|Hearing Impaired||Person who is hard of hearing|
|Handicapped||Person with a disability|
|Handicapped parking||Accessible parking|
|Handicapped bathrooms||Accessible bathrooms|
|Mentally retarded||Person with an intellectual disability|
Ensure that all persons receive the same value and quality of customer service. Remember to treat people with disabilities in the same manner that you would treat all other clients.
Remember to T-A-L-K with them:
A barrier is anything that prevents a person with a disability from accessing a service or standard of service available to others, or anything that makes it difficult for them to take part in society.
A Barrier could be:
Impairment is a reduction in physical or mental function as a result of a medical condition. The medical condition could be caused by an injury, disease or other disorder.
Interacting with Persons Who Use a Service Animal
If a person with a disability is accompanied by a support person, Dr. Bernstein Diet & Health Clinics will ensure that both parties are allowed to enter the premises open to the public.
Interacting with a Person who has a Support Person
A person with a disability might not introduce their support person. Take the lead from the person using or requesting your services. Speak directly to the person, not to their support person.
What is an assistive device?
An assistive device is a tool, technology or other mechanism that enables a person with a disability to do everyday tasks and activities such as moving, communicating or lifting. It helps the person to maintain their independence at home, at work and in the community.
How do I interact with a person who uses an assistive device?
Many persons with disabilities will have their own personal assistive devices, such as wheelchairs, scooters or walkers. Don’t touch or handle an assistive device without permission. If you have permission to move a person in a wheelchair remember to:
Telecommunications Relay Service, also known as TRS, Relay Service, or IP-Relay, or Web-based relay services, is an operator service that allows people who are deaf, hard of hearing, speech disabled or deaf-blind to place calls to standard telephone users via keyboard or assistive device. You can find out more about this service at: www.bell.ca/specialneeds.
The Accessibility Standard for Customer Service, Ontario Regulation 429/07 is a law in Ontario 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. Dr. Bernstein Diet and Health Clinic will ensure its services are accessible to everyone.
Accessibility standards will set requirements in a number of other key areas and will be reviewed at a minimum of every five years. At such time as new or revised standards are developed under the AODA, this policy will be reviewed and updated, to ensure consistency.
This policy applies to all Dr. Bernstein Diet and Health Clinic employees who come in contact with members of the public or who participate in developing Dr. Bernstein Diet and Health Clinic policies, practices and procedures governing the provision of goods and services to the public.
Definition: A disability as defined by AODA is:
“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, and degree of paralysis, amputation, lack of physical coordination, 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 or;
Dr. Bernstein Diet and Health Clinics is committed to building a culture that embraces diversity and strives to provide services in a way that respects the dignity and independence of persons with disabilities.
Dr. Bernstein Diet and Health Clinics is also committed to ensuring that persons with disabilities receive accessible services with the same value and timelines as other do.
The AODA details specific requirements and standards for accessibility in Ontario. Dr. Bernstein Diet and Health Clinics will make every reasonable effort to ensure that its policies and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:
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, 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. They 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.
Dr. Bernstein Diet and Health Clinics is committed to excellence in serving all persons including people with disabilities and will carry out responsibilities under the Accessibility for Ontarians with Disabilities Act, (2005) in the following areas:
Dr. Bernstein Diet & Health Clinics is committed to excellence in serving all persons including people with disabilities and will carry out functions and responsibilities in the following areas:
Communication – All employees will communicate with people with disabilities in ways that take their disability into consideration.
Dr. Bernstein Diet & Health Clinics will provide training to managers and employees whose duties involve interaction with the public or other third parties.
Training – Dr. Bernstein Diet & Health Clinics will provide training to all employees who participate in the developing the organization’s policies and other persons who provide goods, services or facilities on behalf of Dr. Bernstein Diet & Health Clinics.
Current employees will receive a Dr. Bernstein Diet & Health Clinics AODA training package. New employees will undertake training as part of their orientation. Training will be conducted on an ongoing basis when changes are made to these policies, practices and procedures.
As reflected in the on Ontario regulation 429/07, training will cover the following:
Assistive Devices – is any device that helps a person with a disability to do everyday tasks and activities. Assistive devices include digital audio players, hearing aids, teletypewriter (TTY) for people unable to speak or hear by phone, mobility devices (such as scooters, walkers or crutches, or white canes, oxygen tanks) and speech generating devices.
Note: Bell has a free Relay Service accessible from any phone (1-800-855-0511).
Dr. Bernstein Diet & Health Clinics is committed to serving people with disabilities, who may provide their own assistive device to obtain our services.
Dr. Bernstein Diet & Health Clinics will ensure that employees are trained and familiar with various assistive devices that may be used by persons with disabilities while accessing our services. In the event where the assistive device presents concern or when accessibility might be an issue, other reasonable measures will be establish to assist the person with a disability in obtaining, using and benefiting from Dr. Bernstein Diet & Health Clinics services.
Guide Dog – a highly trained working dog that has been trained at one of the facilities listed in the Ontario Regulations 58, under the Blind Rights Act, to provide mobility, safety and increased independence for people who are blind.
Service Animal – as reflected in Ontario Regulations 429/07 indicates that an animal is a service animal for a person with a disability if:
Service Dog – as reflected in Health Protection and Promotion act, Ontario Regulation 562 a dog other than a guide dog for the blind is a service dog if:
A person with a disability that is accompanied by a guide dog, service animal or service dog may bring their service animal on the parts of our premises that are open to the public unless otherwise excluded by law. Should the animal be excluded from the premises by law Dr. Bernstein Diet & Health Clinics will ensure that other reasonable measures are available to enable the person with the disability to obtain services.
There are all types of service animals who help people with disabilities other than vision loss.
Hearing alert animals help deaf people, or people who are hard of hearing, they are trained to alert an individual to an oncoming seizure, assist people with Autism, mental health disabilities, physical and other disabilities.
Support Person – as reflected in the Ontario Regulations 427/07, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with the communication, mobility, personal care, medical needs or access to Dr. Bernstein Diet & Health Clinics services. The support person can be a paid personal support worker, volunteer, friend or a family member.
If a person with a disability is accompanied by a support person, Dr. Bernstein Diet & Health Clinics will ensure that both parties are allowed to enter premises open to the public or other third parties with his or her support person. Dr. Bernstein Diet & Health Clinics will ensure the person is not prevented from having access to the support person while on our premises.
Dr. Bernstein Diet and Health Clinics will provide persons with notice in the event of a planned or unexpected disruption to services. Notice will be posted in accessible formats at Dr. Bernstein Diet & Health Clinics premises in a conspicuous place or by other reasonable method, as appropriate.
Notifications will include: Services that are disrupted or unavailable;
Dr. Bernstein Diet & Health Clinics accepts feedback from persons with disabilities on how their needs were met and responds to their feedback, where required.
Feedback forms along with alternative methods of providing feedback such as verbally in person or by telephone or written will be available both upon request. If a method is not suitable, requests for another method are accepted.
Privacy will be respected and all feedback will be reviewed for possible action that can be taken to improve Dr. Bernstein Diet & Health Clinics services. Where possible, complaints will be addressed immediately. However, some complaints may require more effort to address and must be reviewed for action.
Requests regarding feedback can be made to:
Dr. Bernstein Diet & Health Clinics
Attn: Human Resource Department
21 Kern Road, Toronto, Ontario, M3B 1S9
All documents required by the Accessibility for Customer Service, including Dr. Bernstein Diet & Health Clinics 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.
When providing these documents to a person with a disability, Dr. Bernstein Diet & Health Clinics will provide the document or the information contained in the document, in a format that takes the person’s disability into account. Requests can be made to the Dr. Bernstein Diet & Health Clinics Head Office.
For more information on the AODA Customer Service Standards, please contact:
Accessibility for Ontarians with Disabilities Act (AODA) Contact Centre (Service Ontario)
Toll Free: 1-866-515-2025
TTY: 416-325-3408/Toll Free: 1-800-268-7095
Or visit the following websites: www.AcessON.ca and www.mcss.gov.on.ca
The Ontario Human Rights Code guarantees that every person has a right to equal treatment with respect to services, goods, facilities and employment.
Dr. Bernstein Diet & Health Clinics is committed to principles of workplace diversity and social inclusion and will continue to develop and implement workplace diversity and social inclusion principles across all of its policies, procedures, and decisions.