CORPORATION OF THE TOWN OF MATTAWA ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY
THE CORPORATION OF THE TOWN OF MATTAWA ACCESSIBLE CUSTOMER SERVICE POLICY PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES

PURPOSE

The Accessibility Standards for Customer Service, Ontario Regulation 429/07, was created under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). The standard came into effect on January 1, 2008. It sets out obligations for certain persons, businesses and other organizations to provide goods or services in a way that is accessible to people with disabilities in Ontario. The policy is drafted in accordance with the Accessibility Standards for Customer Service (Ontario regulation 429/07) and addresses the following:

  • The provision of goods and services to persons with disabilities;
  • The use of assistive devices by persons with disabilities;
  • The use of service animals by persons with disabilities;
  • The use of support persons by persons with disabilities;
  • Notice of temporary disruptions in services and facilities;
  • Training;
  • Customer feedback regarding the provision of goods and services to persons with Disabilities; and
  • Notice of availability and format of documents.

DEFINITIONS

“Accessibility standard” means an accessibility standard made by regulation under section 6 of the AODA.

“Assistive Device” means any device that is designed and/or adapted to assist a person to perform a particular task (for example, canes, crutches, wheelchairs, walkers, communication aids and ventilators etc.)

“Barrier” means anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an architectural barrier, an information or communications barrier, an attitudinal barrier, a technological barrier, a policy or practice.

“Blind person” means a person who because of blindness is dependent on a guide dog or white cane.

“Disability” means,

  1. (a) 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, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
  2. A condition of mental impairment or a developmental disability,
  3. A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
  4. A mental disorder, or
  5. An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace safety and Insurance Act, 1997.

“Guide Dog” means a dog trained as a guide for a blind person and having the qualifications prescribed by the regulations under the Blind Persons Rights Act.

“Service Animal” means any animal used by a person with a disability for reasons relating to the disability where it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to his or her disability.

“Support Person” means a person who accompanies a person with a disability in order to assist him or her with communication, mobility, personal care, or medical needs or with access to goods and services.

POLICY STATEMENT

The Corporation of the Town of Mattawa is committed to providing quality goods and services that are accessible to all persons served by the Municipality.

GENERAL PRINCIPALS AND IMPLIMENTATION

  1. The Provision of Goods and Services to Persons with Disabilities:
    The Town of Mattawa will use reasonable efforts to ensure its policies, practices and procedures are consistent with the following principles:

    • The Towns goods and services are provided in a manner that respects the dignity and independence of persons with disabilities.
    • The provision of the Towns goods and services to persons with disabilities are integrated with those provided to persons who do not have disabilities unless an alternative measure is necessary to enable a person with a disability to obtain, use or benefit from the Towns goods and services and,
    • Persons with disabilities are given an opportunity equal to that of persons without disabilities to obtain, use or benefit from the Towns goods and services.
  2. Communication with Persons Disabilities:
    When communicating with a person with a disability, the Town will do so in a manner that takes into account the persons disability.
  3. Service Animals
    Persons with a disability may enter premises owned and operated by the Town accompanied by a service animal and keep the animal with them if the public has access to such premises and the animal is not otherwise excluded by law. If the service animal is excluded by law from the premises, the Town will look to other available measures to enable the person with a disability to obtain, use or benefit from the Towns goods and services. The safety, care and protection of the community at large will take priority over any individual.

    It is not readily apparent the animal is a service animal, the Town may ask the person with a disability for a letter from a qualified medical physician confirming the person requires the animal for reasons relating to his/her disability. The Town may also, instead, ask for a certificate of training from a recognized guide dog or service animal training school.

    It should be noted it is the responsibility of the person with a disability to ensure his/her service animal is kept in control at all times .

  4. Support Persons
    The Town of Mattawa is committed to welcoming visiting persons with disabilities who are accompanied by a support person.

    Support people assist people with disabilities in a variety of ways, by assisting with communication such as an intervener sign language interpreter, or as a personal support worker providing physical assistance. A support person may also be a volunteer, friend or relative who will assist and support the customer.

    The town may require a person with a disability to be accompanied by a support person while on its premises only if it is necessary to protect the health and safety of the person with a disability or the health and safety of others on the premises

    If a person with a disability is accompanied by a support person, they are permitted to enter the premises together and are not prevented from having access to each other while on the premises. Support persons are non-participants and are allowed free admission to the goods and/or services being accessed by the person with a disability they are accompanying. If an amount is payable by a support person for admission to the premises or in connection with a person’s presence at the premises, notice shall be given in advance about the amount, if any, payable in respect of the support person.

  5. Assistive Devices
    A person with a disability may provide their own assistive device for the purpose of obtaining, using and benefiting from the towns goods and services. Exceptions may occur in situations where the town has determined that the assistive device may pose a risk to the health and safety of a person with a disability or the health and safety of others on the premises. In these situations and others, the town may offer a person with a disability other reasonable measures of assistance in obtaining, using and benefiting from the towns goods and services, where the town has such other measures available.

    It should be noted that it is the responsibility of the person with a disability to ensure his/her assistive device is operated in a safe and controlled manner at all times.

  6. Notice of Temporary Disruptions in Services and Facilities
    Temporary disruptions in municipal services or facilities may occur due to reasons that may or may not be within the towns control or knowledge. The town of Mattawa will make reasonable effort to provide notice of the disruption to the public, including information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if ant that may be available.

    If the disruption is anticipated, the town will provide a reasonable amount of advance notice of the disruption.

    The town will provide notice by posting the information in visible places, or on the municipal website (www.townofmattawa.info), or by any other method that may be reasonable under the circumstances as soon as reasonably possible.

  7. Training
    The Town of Mattawa will provide training on Accessibility Awareness to all employees, volunteers and others who deal with the public or other third parties on their behalf and those involved in developing customer service policies, practices, and procedures within six months of beginning their duties. The amount and format of training given will be tailored to suit each persons interactions with the public and his/her involvement in the development of policies, procedures and practices pertaining to the provision of goods and services.

    Contractors and agents providing services on behalf of the town to the public will be required to ensure staff has received the appropriate training.

    Training will be provided as soon as practicable upon the individual being assigned the applicable duties as well as on an ongoing basis as changes occur to the town policies, procedures and practices governing the provision of goods or services to persons with disabilities.

    Accessibility Awareness Training will include the following:

    1. How to provide goods and services in a manner that will respects the dignity and independence of persons with disabilities;
    2. How to interact and communicate with persons in a manner that takes into account their disabilities;
    3. The process for people to provide feedback to the town about its provision of goods and services to persons with disabilities, and how the municipality responds to the feedback and takes action on any complaint;
    4. How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or a support person to access goods and services;
    5. Information on other town policies, practices and procedures dealing with the AODA;
    6. A review of the purposes of the AODA and the requirements of the customer service standard;
    7. How to use equipment and devices available on municipal premises or provided by the town that may help with the provision of goods and services; and
    8. What to do if a person with a disability is having difficulty accessing the towns goods and services.

The town of Mattawa will keep records of the training provided, including dates training is provided and the number of persons trained.

  • Feedback Process
    The ultimate goal of the Town of Mattawa is to meet and surpass customer expectations while serving customers with disabilities. Feedback from the public is welcomed as it may help us identify areas that require change and encourage continuous service improvement. The public can provide feedback to the town on the delivery of goods and services to persons with disabilities:

    • . (a) By mail addressed to:
      Town Clerk
      O. Box 390,
      Town of Mattawa, ON P0H 1V0
  1. (b) By telephone: (705)744-5611
  2. (c) In person at: Clerk’s office, Town Hall
  3. Or by e-mail to: info@mattawa.ca

Feedback will not be acted upon unless the person providing the feedback includes his/her name, mailing address and daytime telephone number. Customers can expect to hear back in within ten (10) business days from its receipt. Information about the feedback process will be posted on the towns website (www.mattawa.info) and/or in other appropriate locations.

  • Availability of Document
    The Town of Mattawa is committed to raising awareness towards accessibility and to breaking down barriers for persons with disabilities in order for them to have the same kind of opportunities as everyone else. This policy regarding Accessible Customer Service shall be made available at the municipal office and shall be made available to anyone upon request.

Sample forms

  1. Customer Feedback Form
  2. Notice – Unexpected Disruption in Service
  3. Notice – Expected Service Disruption
  4. Admission Fees
  5. Training Confirmation Form

CUSTOMER FEEDBACK FORM

Please download the PDF to see the complete form.

Contact Us

Corporation of the Town of Mattawa
160 Water Street
P. O. Box 390
Mattawa, ON
P0H 1V0
Ph: 705-744-5611
Fax: 705-744-0104
Email: info@mattawa.ca

Regular Office Hours:
Monday to Friday
9:00 a.m. to 5:00 p.m.

Town Hall – Administration, Building, By-Law & Planning

Public Works Department – Roads & Water/Sewer Operations
Ph: 705-744-2424
Fax: 705 744-0104

After Hours Pager 705-498-2395

Recreation – Mike Rodden Arena & Comunity Center
Ph: 705-744-2311
Fax: 705-744-0104

Mattawa Travel Information Center
Ph: 705-744-0222
Fax: 705-744-3567