AODA Customer Service Policy

This document has been updated to reflect the July 1, 2018, changes to the regulations under Ontario’s Health Protection and Promotion Act.


Dynamic Functional Solutions Inc. (thereafter known as DFSI) will use reasonable efforts to ensure this policy follows the principles of independence, dignity, integration, and equal opportunity.  DFSI is committed to preventing, identifying, and removing barriers in order to provide customer service that is more accessible to people who have disabilities.  

This policy meets the requirements of the service standards for: customer service, information and communications, employment, and the design of public spaces, which are included in the Integrated Accessibility Standards Regulation under the Accessibility for Ontarians with Disabilities Act, 2005 (thereafter known as IASR).  It applies to the provision of goods, services or facilities to the public or other third parties, not to the goods themselves.


The purpose of this policy is to outline practices and procedures that DFSI will follow to provide services to people with disabilities that is consistent with the principles outlined in the customer service standard.  


This policy applies to all DFSI team members (part-time, full-time, and contractors).  


Assistive Device: 

An assistive device is a technical aid, communication device or other instrument that is used to maintain or improve the functional ability of a person with a disability.   


According to the IASR and Ontario Human Rights Code, refers to:

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

Personal Assistive Devices:

For the purpose of this policy, personal assistive devices include any item that provides personal support and are used by persons with disabilities and enable them to perform activities of daily living.  

Service Animal:  

Service animals are used by people with different types of disabilities.  Examples of service animals include dogs used by people who are blind, hearing alert animals for people who are deaf, deafened or hard of hearing, and animals trained to alert an individual to an oncoming seizure and lead them to safety. 

The animal can be readily identified as one that is being used by the person with a disability for reasons related to their disability, by a vest or harness that is worn by the animal; or

The person provides documentation from a member of one of the following regulated health professional colleges confirming that the person requires the animal for reasons relating to the disability:

  • College of Audiologists and Speech-Language Pathologists of Ontario;
  • College of Chiropractors of Ontario;
  • College of Nurses of Ontario;
  • College of Occupational Therapists of Ontario;
  • College of Optometrists of Ontario;
  • College of Physicians and Surgeons of Ontario;
  • College of Physiotherapists of Ontario;
  • College of Psychologists of Ontario; or
  • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.

Guide Dog: 

A highly trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety, and increased independence for people who are blind. 

Support Person:  

A support person is a person that accompanies a person with a disability in in order to provide assistance with communication, mobility, accessibility, personal care, and medical care. 

The Provision of Goods and Services to Persons with Disabilities 

DFSI is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act 2005 (AODA).  DFSI 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. 

  • Dignity: Service will be provided in a way that allows a person with a disability to maintain self-respect and the respect of other people. 
  • Independence: A person with a disability will be allowed to do things on their own, at their own pace, and without unnecessary help or interference from others.
  • Integration: Service will be provided in a way that allows a person with a disability to benefit from the same services, in the same or similar way as other customers, unless a different way is necessary to enable them to access service.
  • Equal Opportunity: Provide service to a person with a disability in such a way that they have an equal opportunity to access services, as what is given to others. 

The Use of Assistive Devices

Own Assistive Devices

A person with a disability may use their own assistive devices as required when accessing services provided by the company.

In cases where the assistive device presents a health and safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure access to services, up to the point of undue hardship.

Guide Dogs and Service Animals

A person with a disability who is accompanied by a guide dog or service animal will be allowed access to premises that are open to the public unless otherwise excluded by law.  “No pet” policies do not apply to guide dogs or service animals.  Staff may respectfully ask if an animal is a service animal and will not ask the nature of the person’s disability or purpose of the animal. 

Food Service Areas

A person with a disability who is accompanied by a guide dog or service animal will be allowed access to food service areas that are open to the public unless otherwise excluded by law.

Other types of service animals are only permitted into areas where food is served, sold, or offered for sale due to the Health Protection and Promotion Act, Ontario Regulation 493/17.

Exclusion Guidelines

If a guide dog or service animal is excluded by law, DFSI will offer alternative methods to enable the person with a disability to access services, when possible.  

Recognizing a Guide Dog or Service Animal

If it is not readily apparent that an animal is being used by a person with a disability for reasons relating to their disability, DFSI may request verification from the person.  

Care and Control of the Animal

A person who is accompanied by a guide dog or service animal is responsible for maintaining care and control of the animal at all times.

Allergies and Other Health and Safety Concerns

If a health and safety concern presents itself, for example, in the form of a severe allergy to the animal, DFSI will make all reasonable efforts to meet the needs of all individuals.  Pursuant to the company’s obligations under the Human Rights Code and the Occupational Health and Safety Act, accommodations will be considered on a case-by-case basis, up to the point of undue hardship.

If a person’s health and safety is affected by the presence of a service animal on the premises open to the public, DFSI will determine other options for safely accommodating the service animal.  Options could include creating distance between the two individuals to eliminate in-person contact, changing the time the two individuals receive service or using air purifiers and other measures that could allow the person to use their service animal on the premises.

In very exceptional circumstances where a service animal becomes out of control, and causes a disruption or a threat to the health and safety of others, and the animal’s behaviour is not corrected by the person that requires the service animal, DFSI reserves the right to kindly request the person to remove their service animal from the premises.

As a courtesy, particularly if the person and service animal have been in attendance on the premises for a long time, staff may ask whether the animal requires water, may designate an area in which the service animal can relieve itself, or ask whether the staff can be of assistance pertaining to the service animal. 

The Use of Support Persons

If a person with a disability is accompanied by a support person, DFSI will ensure that both persons may enter the premises together, and that a person with a disability is not prevented from having access to the support person.

There may be times where seating and availability prevent the person with a disability and their support person from sitting beside each other.  In these situations, the company will make every reasonable attempt to resolve the issue.

In situations where confidential information might be discussed, consent will be obtained from the person with a disability before any potentially confidential information is mentioned.

Notice of Disruptions in Service

Service disruptions may occur for reasons that may or may not be within the control or knowledge of DFSI.  In the event of any temporary disruptions to facilities or services that persons with disabilities rely on to access or use goods or services, reasonable efforts will be made to provide advance notice.  In some circumstances, such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

If a notification needs to be posted, the following information will be included unless it is not readily available or known:

  • Goods or services that are disrupted or unavailable;
  • Reason for the disruption;
  • Anticipated duration; and
  • A description of alternative services or options. 

Notification Options

When disruptions occur, DFSI will provide notice by:

  • Posting notices in conspicuous places, including at the point of disruption, at the main entrance, and the nearest accessible entrance to the service disruption, or on the company website;
  • Contacting persons with appointments;
  • Verbally notifying persons when they make a reservation or appointment; or
  • By any other method that may be reasonable under the circumstances.


DFSI will provide all persons served with the opportunity to provide feedback on the service provided.  Information about the feedback process will be readily available to all persons served and notice of the process will be made available upon completion of their assessment. 

Feedback can be submitted:  

  • Verbally to the assessor 
  • By mail to 105-120 Traders Blvd. E, Mississauga ON L4Z 2H7 
  • By telephone 1 (877) 897-5515
  • By email

All team members will ensure that feedback is collected from a person with a disability in their preferred method. 


Training will be provided to:

  • Every employee of DFSI 
  • Every person who participates in developing DFSI policies.  

Training Provisions

Regardless of the format, training will cover the following:

  • A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005;
  • A review of the requirements of the customer service standards;
  • Instructions on how to interact and communicate with persons with disabilities;
  • Instructions on how to interact with people with disabilities who:
  • Use assistive devices;
  • Require the assistance of a guide dog or other service animal; or
  • Require a support person.
  • Instructions on what to do if a person with a disability is having difficulty accessing our services; 
  • The Ontario Human Rights Code as it relates to people with disabilities; and 
  • DFSI policies, procedures, and practices that pertain to providing accessible customer service to persons with disabilities.

Training Schedule

DFSI will provide training to new employees during their new hire orientation and training period.  In addition, all employees will be provided with training on an annual basis or in the event of changes to legislation, procedures, policies, or practices.  

Record of Training

DFSI will keep a record of training that includes the dates training was provided and the number of employees who attended the training. 

Notice of Availability and Format of required Documents 

DFSI shall notify all persons served that the documents related to service standards are available upon request and in a format that is considerate of any disability.  A notice of availability will be posted in a conspicuous place owned and operated by DFSI, the website of DFSI, and any other reasonable method.

For additional information about this Accessibility Policy please contact: 

Phone: 1 (877) 897-5515


This policy and its related procedures will be reviewed as required in the event of legislative changes or changes to company procedures.  

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