Accessibility Policy for the Customer Service Standard under the Accessibility for Ontarians with Disability Act (AODA)

customer service3Accessibility Policy
Together We Grow Learning and Childcare Centre is committed to developing policies, practices, and procedures that provide accessible quality services to its clients and their children. Services will be provided to clients with disabilities in a manner that promotes and respects dignity, independence, integration and equal opportunity.

Together We Grow Learning and Childcare Centre is dedicated to ensuring all programs and services are accessible with Ontario Regulation 429/07 Accessibility Standards for Customer Services.

Together We Grow Learning and Childcare Centre will endeavor to ensure that the Policy and related practices and procedures are consistent with the following four (4) core principles:

  1. Dignity – Persons with a disability must be treated as valued clients as deserving of service as any other customer.
  2. Equality of Opportunity – Persons with a disability should be given an opportunity equal to that given to others to obtain, use and benefit from our services.
  3. Integration – Wherever possible, persons with a disability should benefit from our services in the same place and in the same or similar manner as any other customer. In circumstances where integration does not serve the needs of the person with a disability, services will, to the extent possible, be provided in another way that takes into account the person’s individual needs.
  4. Independence – Services must be provided in a way that respects the independence of persons with a disability. To this end, we will always be willing to assist a person with a disability but will not do so without the express permission of the person.

Together We Grow Learning and Childcare Centre provides services to all children and their families including those with disabilities. Every effort will be made to ensure the following:

  • The service will be provided in a manner that respects the dignity and independence of persons with disabilities.
  • The provision of services to clients with disabilities, and other will be integrated unless an alternative measure is necessary, whether temporarily or permanently to enable clients with a disability to participate in the services offered by Together We Grow Learning and Childcare Centre.

1. Communication

Together We Grow Learning and Childcare Centre is committed to communicating with clients with disabilities in supportive ways that take into consideration their abilities and challenges.

  • Staff will be rained on how to interact and communicate with clients with disabilities in a manner that is respectful of a client’s dignity and independence.
  • Alternative methods of communication will be provided as requested. Staff will be trained to communicate with clients over the telephone in clear and plain language and to speak clearly.

accessability2. Use of Assistive Devices

  • Together We Grow Learning and Childcare Centre may require a person with a disability to be accompanied by a Support Person where it is necessary to protect the health or safety of the person with a disability or the health or safety of others on the premises.
  • All service animals must have proof of inoculations/vaccinations required under the Child Care and Early Years Act, 2014.
  • Staff and volunteers will be properly trained in how to interact with clients with disabilities who are accompanied by a service animal, a support person, or an assistive device.
  • The use of such items must be in compliance with the regulations outlined in the Child Care and Early Years Act, 2014 and other regional requirements.

3. Notice of Temporary Disruptions

Together We Grow Learning and Childcare Centre will notify clients if there is a planned or unexpected disruption of a facility or service persons with a disability use to access our services. The notice will be posted at the entrance of the applicable premises and as well as being provided verbally, electronically or in person as applicable. The notice will include the following information:

  • That a facility or service is unavailable
  • The anticipated duration of the disruption.
  • The reason for the disruption
  • Alternative facilities or services, if available.

feedback4. Feedback Procedure

AODA requires Organizations to implement a feedback method that allows clients to provide feedback on perceived barriers, including how to ask for assistance.Together We Grow Learning and Childcare Centre accepts feedback in a variety of ways, including:

  • in person,
  • by telephone,
  • in writing, or
  • electronically.

Our feedback protocol requires Together We Grow Learning and Childcare Centre to respond to all client inquiries within 2 business days.

5. Training and Records

Together We Grow Learning and Childcare Centre will provide training including ongoing training as required under the Act, to all persons to who this policy applies as well as to those persons responsible for developing this Policy and related procedures and practices.

A. Content of Training

Training will include:

  1. A review of the purpose of the Act and requirements of the Standard.
  2. A review of the policy.
  3. How to interact and communicate with persons with various types of disabilities.
  4. How to interact with persons with a disability who use an Assistive Device or require the assistance of a Service Animal or Support Person.
  5. How to use equipment or devices made available on our premises to assist persons with a disability to obtain, use or benefit from our goods and services.
  6. What to do if a person with a disability is having difficulty accessing our premises and/or services.

B. Timing of Training

Training will be provided to all persons to whom this Policy applies as soon as possible.

customer service1C. Documenting Training

Records of the training provided, including the training protocol, the dates on which the training is provided, and the number of individuals to whom the training is provided shall be maintained in accordance with the requirements of the Act.


The above policies and procedures will apply to all services that are delivered by Together We Grow including services delivered in person, by telephone, electronically, visually, orally or by written materials.
All Accessibility Policies of Together We Grow Learning and Childcare Centre are available to our clients. Alternative formats are available upon request.

Together We Grow Learning and Childcare Centre’s Client Feedback

Together We Grow Learning and Childcare Centre welcomes feedback on how we provide services to clients with disabilities. Our goal to ensure we meet the needs and expectations are being met are welcomed and appreciated. Feedback can be provided in writing by filling out this form, or in person. Clients can expect to hear back from us within 2 business days.

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