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AODA Policy

Slant/Fin LTD/LTEE (“Slant/Fin”) is committed to providing accessible customer service to all customers and visitors to our premises. This policy highlights the guidelines and expectations by which all employees are to provide accessible customer service to all customers and visitors to our head office.  All visitors are respected equally and are to be treated with dignity, integration and equal opportunity.

Reasonable efforts will be made to ensure that:

  • Services are provided in a manner that respects the dignity and independence of persons with disabilities;
  • Services provided to persons with disabilities are integrated to allow a person with a disability to benefit from the service;
  • Communication with a person with a disability is conducted in a manner that takes into account his or her disability;
  • People with disabilities may use assistive devices, service animals and support persons necessary to access Slant/Fin’s services.

The Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) was created with the goal of developing standards that would improve accessibility for people with disabilities across Ontario.  The Accessibility Standard for Customer Service is the first standard to be developed under the AODA and is applicable to all private sector companies as of January 1, 2012.

Communication

All communication between Slant/Fin and people with disabilities shall take into account their disability and their preferred method of communication.  This includes communication in person, over the telephone or by computer.  Alternative communication styles may include enlarging font on documents, providing a magnifying glass or reading a document aloud to a person with a disability.

Assistive Devices

A person(s) with a disability who requires the use of an assistive device can access our head office and meet in an accessible office.  Assistance can be provided by a Slant/Fin employee if requested by the person with a disability.

Service Animals

A person(s) with a disability may enter our head office accompanied by a service animal and keep the animal with them.  While visiting Slant/Fin, it is the responsibility of the person with the service animal to maintain control of the animal at all times.

For the safety of our employees and other visitors, service animals must be controlled or in a controlled environment at all times.  For a service animal that is not a guide dog and that is unusual in nature (e.g. ferret, rabbit, etc.), the visitor may be asked for a doctor’s note which indicates/clarifies that the animal is a service animal.

Support Persons

A person(s) with a disability who requires a support person can access our head office and meet with an employee in an accessible room.

Billing

Upon the request of a person with a disability, Slant/Fin will provide accessible invoices to our customers.  In addition to invoices in 12 point font in hard copy, invoices can be supplied in large font in hard copy, or via email.  In addition, questions regarding our invoices from the person with a disability can be answered in person, over the phone or by email and will take into account any required accessible need.

Notice of Temporary Disruptions in Services or Facilities

In the event of a planned service disruption where access to our head office is restricted on a temporary basis, notification will be posted in a conspicuous place in Reception. A notification will be sent to head office.  If a meeting is scheduled to take place, all reasonable efforts will be made to contact the customer to advise them of the disruption.

In the event of an unexpected disruption, notice will be provided as soon as reasonably possible to our customers attending scheduled appointments.

Employee Training

All Slant/Fin employees will receive training on the Accessibility Standards for Customer Service and the AODA generally.  New employees joining Slant/Fin after January 1, 2012 will be provided with training as part of their orientation or, alternatively, on a regular ongoing basis, as needed.

Employee training shall include:

  • The purpose of the AODA and the requirements of the Customer Service Standard
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • What assistive devices Slant/Fin has available on the premises and other methods that may help employees assist the person with a disability
  • What to do if a person with a disability is having difficulty accessing Slant/Fin’s goods or services

Feedback Process

Slant/Fin welcomes feedback from persons with a disability as their comments are important to the company in order to monitor the service we provide and to make improvements. Comments can be made in person, by telephone, in writing or electronically by email or other reasonable method. 

A hard copy is available upon request.