Accessible Communications and Services  |  Policy Number: 9-020


OASSIS is committed to providing a barrier-free environment for our clients. The objective of this policy (the “Policy”) is to ensure we meet the requirements of the Standard and promote its underlying core principles, described below. The Policy applies to all persons who, on behalf of OASSIS, deal with members of the public or other third parties. This includes our employees, volunteers, agents and contractors.


The goal of the Accessibility for Ontarians with Disabilities Act, 2005 (the “Act”) is to create a more accessible Ontario, by identifying, and to the extent possible, preventing, and eliminating barriers experienced by persons with a disability. A standard for customer service (“the Standard”) has been established under the Act to ensure services are, where at all possible, equally accessible to every member of the public. This Standard takes effect January 2012.

Procedures for Providing Services to People with Disabilities:

OASSIS strives to communicate with all persons in a manner that is accessible and that takes into account a disability.

Assistive Devices

Persons with a disability are permitted, where possible, to use their own Assistive Device when on our premises for the purposes of obtaining, using or benefiting from our services. If there is a physical, technological or other type of barrier that prevents the use of an Assistive Device on our premises we will first endeavour to remove that barrier. If we are not able to remove the barrier we will ask the person how he/she can be accommodated and what alternative methods of service would be more accessible to him/her. We will make best efforts to provide an alternative means of assistance to the person with a disability.

Accessibility at Our Premises
We offer the following facilities and services at each OASSIS location to which the Policy applies to enable persons with a disability to obtain, use or benefit from our services:

Service Animals

Persons with a disability may enter premises owned and/or operated by OASSIS accompanied by a Service Animal, and keep the Service Animal with them, if the public has access to such premises and the Service Animal is not otherwise excluded by law. If a service animal must be excluded, we explain to our customer why this is the case and explore alternative ways to meet the customer’s needs.

Support Persons

A person with a disability may enter premises owned and/or operated by OASSIS with a Support Person and have access to the Support Person while on the premises. OASSISmay 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.

Notice of Temporary Disruptions

OASSIS will notify clients if there is a planned or unexpected disruption of a facility or service. The notice will be posted at the entrance of the applicable premises and on the home page of the OASSIS website. The notice will include the following information:
i. That a facility or service is unavailable.
ii. The anticipated duration of the disruption.
iii. The reason for the disruption.
iv. Alternative facilities or services, if available.

Training and Records

OASSIS will provide training, and ongoing training as required under the Act, to all persons to whom this Policy applies as well as to those persons charged with developing this Policy and related procedures and practices.

Feedback Procedure
OASSIS welcomes and appreciates receiving and responding to feedback regarding this Policy and its implementation. Feedback can be provided in the following ways:
i. In person
ii. By telephone
iii. In writing or electronically via email

Documentation to Be Made Available
This Policy shall be made available to any member of the public upon request. Notification of same shall be posted on OASSIS website and at a conspicuous place at each premise to which this Policy applies.