Issued: January 2013
Last Updated: March 2019

Introduction

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) develops, implements, and enforces accessibility standards so that goods, services, facilities, accommodations, employment, buildings, structures, and premises are accessible to persons with disabilities.

Under the AODA, Ontario Regulation 191/11 - Integrated Accessibility Standards Regulation (IASR) establishes accessibility standards for information and communications, employment, transportation, the design of public spaces and customer service. This multi-year Accessibility Plan has been developed in accordance with the IASR and outlines the AGCO’s commitment and strategy to prevent and remove barriers, improve opportunities for persons with disabilities, and address the current and future requirements of the AODA. It will be provided in an alternative format upon request.

In accordance with the IASR, the AGCO will:

  • report annually on its progress in implementing this plan and its ongoing strategy to prevent and remove barriers by updating this document and posting the updates on its website
  • provide all information relating to this plan in alternative formats upon request
  • review and update this plan in consultation with persons with disabilities at least once every five years.

Statement of Commitment

The AGCO is committed to treating all people in a way that allows them to maintain their dignity and independence. The AGCO believes in integration and equal opportunity. The AGCO is committed to meeting the needs of persons with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the AODA.

Customer Service

The AGCO’s Accessible Customer Service Policy Statement outlines the policies the AGCO has in place to ensure it continues to meet its Commitment to Accessibility, which states:

  • In fulfilling its mission, the AGCO strives at all times to provide accessible customer service to persons with disabilities.
  • The AGCO is committed to providing its goods, services and facilities to persons with disabilities in a way that respects their dignity and independence. It is also committed to giving persons with disabilities the same opportunity to access its goods, services and facilities and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

The AGCO’s Accessible Customer Service Policy Statement is available via the AGCO’s website, and is available in an alternative format upon request.

Definitions

Accessible Formats, as defined by the IASR, may include, but are not limited to, large print, recorded audio and electronic formats, braille and other formats usable by persons with disabilities.

Barrier, as defined by the AODA, 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 communication barrier, an attitudinal barrier, a technological barrier, a policy or a practice.

Communication Supports, as defined by the IASR, may include, but are not limited to, captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communications.

Disability, as defined by the AODA and the Ontario Human Rights Code, is:

  • 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 coordination, 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 a 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.

Feedback is considered as any comments, concerns, suggestions, or complaints about the AGCO’s services received by the AGCO from the public, or AGCO customers or stakeholders.

Information, as defined by the IASR, includes data, facts and knowledge that exists in any format, including text, audio, digital or images, and that conveys meaning.

Internet Website, as defined by the IASR, means a collection of related web pages, images, videos or other digital assets that are addressed relative to a common Uniform Resource Identifier (URI) and is accessible to the public.

New Internet Website, as defined by the IASR, means either a website with a new domain name or a website with an existing domain name undergoing a significant refresh.

Web Content Accessibility Guidelines, as defined in the IASR, means the World Wide Web Consortium Recommendation, dated December 2008, entitled “Web Content Accessibility Guidelines (WCAG) 2.0”.

Web Page, as defined in the IASR, means a non-embedded resource obtained from a single Uniform Resource Identifier (URI) using Hypertext Transfer Protocol (HTTP) and any other resources that are used in the rendering or intended to be rendered together with it by a user agent.

AGCO’S MULTI-YEAR ACCESSIBILITY PLAN

The AGCO’s Accessibility Plan and Policies, first published in January 2013, is intended to be a living document that is subject to ongoing review and updating – the AGCO will implement its policies in accordance with this multi-year plan and also work to refine its practices and plans as required. The AGCO reviews and, where appropriate, updates this multi-year plan and the policies therein annually. The AGCO commits to continuing this practice on an annual-basis, and ensuring that its multi-year plan and policies are updated at least once every five years as required under the IASR.

The AGCO will continue to report annually through this document on the status of actions taken in the previous year to implement the multi-year plan, which will include the steps taken to comply with the IASR.

In 2014, the AGCO was the subject of a file review by the Accessibility Directorate of Ontario (ADO) to confirm the AGCO’s compliance with the AODA and its standards. The review was conducted under the authority of sections 16 and 17 of the AODA. The file review focused on the AGCO’s compliance with the IASR in the areas of: procurement under section 5; training under section 7; accessible feedback processes under section 11; accommodation requirements in recruitment processes under section 22; and recruitment, assessment and selection process requirements under section 23.

The ADO concluded that the information provided by the AGCO satisfied the requirements and recommended that the AGCO take the following actions:

  • Update the AGCO’s Multi-Year Accessibility Plan to include the language found in the AGCO’s Accessibility Customer Service Policy Statement indicating training will be provided on an on-going basis as deemed necessary or in connection to changes in AGCO policies, practices and procedures.

The AGCO has implemented the ADO’s recommendation (please see section 1.B of this plan, entitled “Training”).

The AGCO will continue to educate and engage its employees in identifying, preventing and removing barriers to aid the organization to better serve the public, and refine its policies and practices with respect to accessibility.

1. General Requirements Under the IASR

A. Procurement

AGCO’s Policy:

The AGCO will ensure that it incorporates and uses accessibility design, criteria and features when procuring or acquiring goods, services, or facilities, except where it is not practicable. When it is not practicable, the AGCO will provide a written explanation, upon request. The AGCO will follow and incorporate any new requirements, directives and/or policies as may be mandated by government.

Action Taken and Ongoing Activities:

In 2013 the AGCO reviewed its procurement processes to ensure that it continues to meet the requirements under the IASR and follow those requirements mandated by the government and Ministry of Government and Consumer Services, including any directives or guidelines related to meeting accessibility obligations in procurement. The AGCO will continue to include accessibility criteria and features when procuring goods, services or facilities, except where it is not practicable to do so. The AGCO also commits to providing disability related accommodations for vendors working onsite, when required.

Where it is not practicable to incorporate accessibility criteria and features into procurement processes, the AGCO will provide a written explanation upon request.

The AGCO will also continue to incorporate any new requirements, directives and/or policies mandated by the government.

Required Compliance: January 1, 2013
Status: Requirement met

B. Training

AGCO’s Policy:

In accordance with the IASR, the AGCO will ensure that all AGCO employees, volunteers and other persons who participate in developing policies and/or who provide goods, services or facilities on behalf of the AGCO, are trained on the requirements of Ontario’s accessibility laws by providing training on the IASR and on the Human Rights Code as it relates to persons with disabilities. This training will be provided on an ongoing basis to ensure all new AGCO employees receive required training as soon as practicable.

Records of the dates of training and the number of individuals to whom it was provided will be maintained to ensure all employees are educated on accessibility laws and requirements.

In addition, the AGCO will ensure the following individuals receive training on a number of topics outlined in the Customer Service Standards:

  • Employees and volunteers;
  • Individuals who participate in the development of the AGCO’s policies; and
  • Any other individuals who provide goods, services or facilities on behalf of the AGCO.

All training will be provided on an on-going basis as deemed necessary or in connection to changes in AGCO policies, practices and procedures.

Action Taken and Ongoing Activities:

Throughout 2013, all AGCO employees were trained on the requirements of Ontario’s accessibility laws including the IASR and the Ontario Human Rights Code as it pertains to persons with disabilities. The time requirement for staff to have received this was January 1, 2014. Training was delivered to staff over several sessions using resources approved by the Ontario Public Service Diversity Office. Since that time, all new employees continue to receive this training as part of their employee orientation.

In addition, training on the Customer Service Standards continues to be provided to all new employees as part of employee orientation, or as soon as practicable after commencing their duties. In 2016, the AGCO updated its training policies to reflect the July 1, 2016 amendments to the IASR to confirm that any new AGCO employees and volunteers, anyone involved in developing policies, and anyone who provides goods, services or facilities on behalf of the AGCO will continue to be trained on the Customer Service Standards.

The AGCO maintains records of the individuals trained, and the dates on which training was received via the AGCO’s learning management system.

All training materials and resources pertaining to both the IASR and the Customer Service Standards can be accessed by staff at any time via the AGCO’s intranet. In 2014, additional training e-courses were posted to the AGCO’s intranet, which specifically address accessibility standards that organizations must meet in the areas of Information and Communication and Employment under the IASR. Though these particular courses are not mandatory for the AGCO, staff are encouraged to increase their understanding of the issues and barriers affecting persons with disabilities by watching these additional e-courses.

The AGCO also updated its training policy in 2014 further to the recommendation of the Accessibility Directorate of Ontario, as outlined above, to re-confirm that training will be provided on an on-going basis as deemed necessary or in connection to changes in AGCO policies, practices and procedures.

Required Compliance: January 1, 2014
Status: Requirement met

2. Information and Communications Requirements Under the IASR

The AGCO is committed to making information and communications accessible to persons with disabilities.

A. Accessible Emergency Information

AGCO’s Policy:

Where the AGCO prepares emergency procedures, plans or public safety information and makes that information available to the public, the information will be provided in an accessible format or with appropriate communication supports, as soon as practicable, upon request.

Action Taken and Ongoing Activities:

While the AGCO does not currently make emergency procedures, plans or public safety information available to the public, it will ensure that any information that it makes available to the public is provided in an accessible format via the AGCO website, or upon request as soon as practicable. This includes information about emergency procedures, plans or public safety that it may prepare and make available to the public in future.

Required Compliance: January 1, 2012
Status: Requirement met

B. Feedback

AGCO’s Policy:

The AGCO will ensure that its processes for receiving feedback are accessible to persons with disabilities by providing accessible formats or communication supports upon request.

Action Taken and Ongoing Activities:

The AGCO continues to monitor and review its feedback processes to ensure that they are accessible to persons with disabilities.

The AGCO maintains a feedback process which allows members of the public to comment on the provision of goods, services or facilities to persons with disabilities, and any other goods or services provided by the AGCO. The process allows for comments in person, by telephone, in writing or by delivering an electronic text by email, or otherwise. The feedback process, as outlined in the AGCO’s Accessible Customer Service Policy Statement, specifies the actions that will be taken by the AGCO, if complaints or suggestions are received. The AGCO’s Customer Service policies are reviewed annually and updated as required.

Required Compliance: January 1, 2014
Status: Requirement met

C. Accessible Formats and Communication Supports

AGCO’s Policy:

The AGCO will, upon request, provide or arrange for the provision of accessible formats and communication supports to persons with disabilities in a timely manner, taking into account the person’s accessibility needs and in consultation with the person making the request to determine the suitability of an accessible format or communication support. The AGCO will ensure the public is aware of the availability of accessible formats and communication supports.

Action Taken and Ongoing Activities:

The AGCO’s Customer Service Policy Statement and website reflect the AGCO’s commitment to ensuring that all documentation and services it provides are accessible to persons with disabilities. In 2014 the AGCO reviewed its policies and practices to ensure compliance with section 12 of the IASR by making sure accessible formats and communication supports are provided or arranged upon request and in a timely manner. The AGCO also reviewed and updated its website to ensure that the public is aware, and it is clear, that accessible formats and communication supports are available. The AGCO’s Customer Service policies, as well as this accessibility plan and policies, are reviewed annually and updated as necessary.

Required Compliance: January 1, 2015
Status: Requirement met

D. Accessible Websites and Content

AGCO’s Policy:

The AGCO currently meets, and will ensure it continues to meet, the Web Content Accessibility Guidelines (WCAG) 2.0, Level A, in regards to any of its new websites and web content on those sites, except where it is not practicable to do so. Where it is not practicable, the AGCO will, upon request, provide or arrange for the provision of accessible formats and communication supports with respect to its information or content on its website to persons with disabilities in a timely manner, taking into account the person’s accessibility needs.

By January 1, 2021, the AGCO will conform with WCAG 2.0, Level AA, in regards to its websites and web content.

Action Taken and Ongoing Activities:

In 2013, the AGCO conducted an audit of its website to determine its compliance with WCAG 2.0 Level A, as required by January 1, 2014. The results of the audit indicated that the AGCO currently meets WCAG 2.0 Level A standards with respect to its website. In 2017, the AGCO launched a newly refreshed website which was designed to be compliant with the WCAG 2.0 Level A standard in both content and design, The AGCO is working to enhance the content and design of its website to conform to WCAG 2.0 Level AA guidelines, which is required under the IASR by Jan. 1, 2021. The AGCO endeavors to make all of its communications and publications accessible, and will ensure it continues to meet WCAG 2.0 Level A Standards when updates, upgrades or changes are made to its website.

The AGCO will continue to assess its website to ensure the content is as accessible as possible. Where making web content accessible to WCAG 2.0 Level A standards is not practicable and when requested to do so, the AGCO will provide or arrange for the provision of accessible formats and communication supports for information or content on its website in a timely manner, taking into account the person’s accessibility needs.

Required Compliance: WCAG 2.0 Level A - January 1, 2014
Status: Requirement met and ongoing

Required Compliance: WCAG 2.0 Level AA – January 1, 2021
Status: Target completion date is January 1, 2021

3. Employment Requirements Under the IASR

The AGCO is committed to fair and accessible employment practices that attract and retain talented employees with disabilities.

A. Workplace Emergency Response Information

AGCO’s Policy:

Where the AGCO is aware of an employee’s disability, and where it is necessary, the AGCO will provide individualized workplace emergency response information to employees as soon as practicable after becoming aware of the need for accommodation. Only with the employee’s consent, the AGCO will also provide the workplace emergency response information to the person designated by the AGCO to provide assistance to that employee.

The AGCO will ensure that individualized workplace emergency response information is reviewed when employees move to a different location within the AGCO, when employees’ overall accommodation needs or plans are reviewed, and when the AGCO’s general emergency response policies are reviewed.

Action Taken and Ongoing Activities:

The AGCO is committed to ensuring that plans and preparations are in place for specific needs of employees with disabilities should an emergency situation arise.

In accordance with the IASR, as of January 1, 2012, the AGCO has provided, and will continue to provide, individualized workplace emergency response information to employees upon request. The AGCO will continue to review this process to ensure it is effective and the dignity of its employees is maintained.

Required Compliance: January 1, 2012
Status: Requirement met

B. Recruitment

AGCO’s Policy:

The AGCO will ensure that its employees and the public are notified and aware that accommodations for applicants with disabilities are available upon request. This will include job applicants selected to participate in an assessment or selection process.

The AGCO will ensure that it provides or arranges for the provision of a suitable accommodation, in consultation with the applicant, and in a manner that takes into account the applicant’s accessibility needs.

Action Taken and Ongoing Activities:

In 2013, the AGCO took steps to ensure that its employees and the public are aware of the availability of accommodations for disabilities, where needed, to support participation in all areas.

For example, in terms of the AGCO’s recruitment activities, the AGCO revised all job advertisements to include notification that disability related accommodations are available upon request. Job applicants selected to participate in an assessment or interview are also notified when invited to participate in an interview. In the event that accommodations are required, they are provided in consultation with the applicant in order to take into account the applicant’s accessibility needs.

The AGCO’s website also includes information relating to the availability of accommodations as part of the recruitment process.

Required Compliance: January 1, 2014
Status: Requirement met

C. Information for employees

AGCO’s Policy:

The AGCO will ensure that current and new employees are notified and aware of the AGCO’s policies for accommodating and supporting employees with disabilities, and employees are informed of any changes to such policies.

Action Taken and Ongoing Activities:

The AGCO ensures that all employees are notified of any changes to current policies, and of the implementation of any new policies via internal e-mail communications, as well as the AGCO’s intranet site where all current and new policies are posted and available to employees.

In addition, new AGCO employees must participate in a mandatory orientation session where they are provided with information on the AGCO’s employment policies including, for example:

  • The Equal Employment Opportunity Policy
  • Respectful Workplace Policy
  • Violence Prevention and Bullying-Free Workplace Policy
  • Bill 168 – Ontario Laws on Workplace Violence & Harassment
  • Ontario Public Service’s Multi Year Accessibility Training
    • “May I Help You? (Part 1) - Welcoming Customers with Disabilities”
    • “May I Help You? (Part 2) - Supplementary: 10 Things You Need to Know about Accessible Customer Service”

Other relevant policies which are accessible on AGCO’s Intranet include:

  • The AGCO’s Absence and Disability Management Program
  • The Accommodation and Return to Work Policy
  • Flexible and Remote Work Arrangement Programs

Required Compliance: January 1, 2014
Status: Requirement met

D. Processes to accommodate employees

AGCO’s Policy:

Where the AGCO is aware of an employee’s disability, and where it is requested by an employee, the AGCO will consult with the employee to provide or arrange for the provision of accessible formats and communication supports suitable to the employee for any information that is needed in order to perform their job, and any information that is generally available to employees in the workplace.

The AGCO will maintain a written process for the development of documented individual accommodation plans for employees with disabilities.

For employees who were absent from work due to a disability, the AGCO will maintain a return to work process and develop individualized return to work plans and accommodation plans for those employees as part of the process.

The AGCO will ensure the accessibility needs of employees with disabilities and their individual accommodation plans are taken into account when assessing an employee’s performance, when providing career development and advancement to an employee, and when redeploying an employee.

Action Taken and Ongoing Activities:

In 2013, the AGCO updated its Accommodation and Return to Work Policy and Short-Term Income Protection Policy. The AGCO also introduced an Absence and Disability Management Program in June 2013, which is offered through a third-party.

These policies are intended to support employees with disabilities by implementing processes which allow for individualized plans for each person’s accommodation needs, a fair return to work process for employees who were absent from work due to disability, and to ensure the AGCO takes into account the accessibility needs of its employees, including when providing career development and advancement to an employee, or when redeploying an employee.

Required Compliance: January 1, 2014
Status: Requirement met

4. Design of Public Spaces Standards (Accessibility Standards for the Built Environment)

AGCO’s Policy:

The AGCO will ensure that any new construction or redevelopment of areas, facilities or structures that the AGCO intends to maintain meet the requirements set out in section 80 of the IASR.

The AGCO will maintain the following procedures for preventative and emergency maintenance of the accessible elements in its public spaces:

  1. AGCO staff will perform regular monitoring and checks of accessible elements of AGCO public spaces; and
  2. AGCO staff, upon identification of any issue impacting accessible elements in AGCO’s public spaces, will report any findings to building operations management as soon as reasonably possible for timely remediation and/or emergency maintenance, where necessary.

In addition, and as outlined in the AGCO’s Accessible Customer Service Policy, in the event of any temporary disruptions affecting the accessible elements in the AGCO public space, due to maintenance or otherwise, the AGCO will notify the public through the following procedure:

  1. In the event of a planned service disruption to facilities and services that are relied upon by persons with disabilities to access AGCO goods, services or facilities, including accessible elements of AGCO public spaces that are not in working order, notice of the disruption shall be provided in advance.
  2. In the event of an unexpected disruption, notice will be provided as soon as possible.
  3. Notice will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities and services that may be available.
  4. Notice may be given by posting the information in a conspicuous place on premises owned or operated by the AGCO, at customer service counters located at the AGCO Head Office or regional sites, and/or posted on the AGCO’s website or by such other method as is reasonable under the circumstances.

Action Taken and Planned Activities:

If any construction or redevelopment of AGCO public spaces is planned, the AGCO will evaluate plans to ensure they meet the standards set out in section 80 of the IASR, including technical requirements relating to service counters, queuing guides, and waiting areas.

In 2014, the AGCO reviewed and updated its current policy and procedures for addressing temporary service disruptions, as outlined in the AGCO’s Accessible Customer Service Policy, to clarify that the policy also applies to accessible elements in AGCO public spaces.

In 2015, the AGCO developed and implemented procedures for preventative and emergency maintenance of the accessible elements in its public spaces. As a result of the new policy and procedure, AGCO staff are required to include regular monitoring and checks of accessible elements of AGCO public spaces as part of current facilities monitoring activities. Procedures are also in place to ensure timely remediation and emergency maintenance of accessible elements in AGCO public spaces when necessary.

Required Compliance: January 1, 2016
Status: Requirement met

5. Customer Service Standards

A. Establishment of policies

AGCO’s Policy:

Please see AGCO’s Accessible Customer Service Policy Statement

B. Use of support persons and Service Animals

AGCO’s Policy:

Please see sections 7.6 and 7.7 of AGCO’s Accessible Customer Service Policy Statement

C. Notice of temporary disruptions

AGCO’s Policy:

Please see section 8 of AGCO’s Accessible Customer Service Policy Statement

D. Training for staff, etc.

AGCO’s Policy:

Please see section 10 of AGCO’s Accessible Customer Service Policy Statement

E. Feedback process required

AGCO’s Policy:

Please see section 11 of AGCO’s Accessible Customer Service Policy Statement

F. Format of documents

AGCO’s Policy:

Please see section 7.3 and 9 of AGCO’s Accessible Customer Service Policy Statement

Related Documents

  • AGCO’s Accessible Customer Service Policy Statement

Accessible Customer Service Policy Statement

Providing Goods, Services and Facilities to People with Disabilities

Issued: December 2009
Updated: February 2017

1. AGCO’s Mission Statement

The Alcohol and Gaming Commission of Ontario (AGCO) is committed to conducting business in a manner that will: 

  1. Develop, implement and enforce fair policies and procedures 
  2. Establish a framework of critical regulatory controls in the public interest that are sensitive to the economic viability of the alcohol and gaming industries 
  3. Be client focused in the way we respond to and manage client and stakeholder needs 
  4. Educate clients and stakeholders and develop partnerships 
  5. Create a supportive work environment that respects and values AGCO staff contributions and provides them with opportunities for growth and professional achievement.

2. AGCO’s Commitment to Accessibility

In fulfilling its mission, the AGCO strives at all times to provide accessible customer service to people with disabilities.

The AGCO is committed to providing its goods, services and facilities to people with disabilities in a way that respects their dignity and independence. It is also committed to giving people with disabilities the same opportunity to access its goods, services and facilities and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

Further information on the AGCO’s commitment to accessibility, and its policies and strategy to prevent and remove barriers, improve opportunities for people with disabilities, and address the current and future requirements of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), is available on the AGCO’s website (www.agco.ca).

3. Background

The AODA was created with the goal of developing standards that would improve accessibility for people with disabilities across the Province. The AODA allows the Provincial Government to develop specific standards of accessibility and enforce them. The standards are made by regulation pursuant to the AODA

Ontario Regulation 191/11 – Integrated Accessibility Standards requires certain designated public sector organizations, including the AGCO, to comply with a number of accessibility standards.

4. Objectives 

  1. This policy is intended to meet the requirements of the Customer Service Standards outlined in Ontario Regulation 191/11. It applies to the provision of goods, services or facilities to the public by the AGCO.
  2. This policy aims to ensure that persons with disabilities are given equal opportunity to obtain, use and benefit from AGCO’s goods, services or facilities. Reasonable efforts will be made with respect to the following:
    • Goods, services or facilities are provided in a manner that respects the dignity and independence of persons with disabilities. 
    • The goods, services or facilities provided to persons with disabilities are integrated with the provision of goods, services or facilities to others unless an alternate measure is necessary to allow a person with a disability to benefit from the goods, services or facilities. The alternate measure may be temporary or permanent. 
    • Communications with a person with a disability are conducted in a manner that takes the person’s disability into account. 
    • People with disabilities may use assistive devices, service animals and support persons as is necessary to access the AGCO’s goods, services or facilities. If a service animal is excluded by law from a premises or area of a premises, other measures will be made available for the person with a disability to access the goods or services. 

5. Definitions

Assistive Device is a technical aid, communication device, or medical aid modified or customized, that is used to increase, maintain, or improve the functional abilities of people with disabilities. 

Barrier, as defined by the AODA, 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 a practice. 

Disability – As defined by the AODA and the Ontario Human Rights Code, is:

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

Service Animal – As defined in Ontario Regulation 191/11, an animal is a service animal for a person with a disability if it can be readily identified as one that is being  used by the person for reasons relating to his or her disability, as a result of visual indicators such as the vest or harness worn by the animal or if the person provides documentation from one of the regulated health professionals  listed in the Regulation confirming that the person requires the animal for reasons relating to the disability (for more information, see O. Reg. 191/11).

Support Person – As defined in Ontario Regulation 191/11, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods, services or facilities. 

6. Scope

  1. This policy governs the provision of goods, services or facilities by the AGCO to persons with disabilities, which includes the provision of goods, services or facilities by AGCO employees, agents, volunteers, or otherwise, who provide goods, services or facilities on behalf of the AGCO
  2. The part of the policy that deals with the use of service animals and support persons applies only to goods, services or facilities provided by the AGCO at premises owned or operated by the AGCO
  3. This policy may be supplemented by practices and procedures, as required by Ontario Regulation 191/11. 

7. Providing Goods, Services and Facilities to People with Disabilities

  1. Requests for accommodation will be considered on a case-by-case basis and accommodation will be provided where possible.

7.1 Communication

  1. AGCO employees and its agents and contractors will communicate with people who have disabilities in a manner that takes into account their disability. 
  2. Customers, including those with disabilities, are able to communicate with the AGCO by telephone, including telephone relay services, in person, in writing through regular mail, facsimile, or by delivering an electronic text by email, or otherwise.  

7.2 Telephone Services

  1. AGCO staff will be trained to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
  2. The AGCO will endeavor to provide a fully accessible telephone service to AGCO customers. If telephone communication is not suitable to the customer’s communication needs or is not available, the AGCO will offer to communicate with customers by an alternative mode of communication, as listed in this policy under section 7.1 b), that takes into account the person’s disability. 

7.3 Written Documentation

  1. The AGCO will endeavour to make its documentation accessible to people with disabilities. An accessible format will be provided upon request that takes into account a person’s disability.
  2. The AGCO will make reasonable efforts to respond to requests for documents in accessible formats in a timely manner. 
  3. The AGCO will provide accessible formats to people with disabilities at no additional fee. For example, if a publication is available for free, no fee will be charged for an accessible format version. If there is a fee associated with a publication, then the same fee will be charged for its accessible format version.
  4. Persons with disabilities may find information about how to request accessible formats on the AGCO website or through AGCO Customer Service

7.4 Meetings 

  1. The AGCO will endeavour to make meetings, including arbitrations, which are held either publicly or by invitation accessible to people with disabilities. Accommodations will be provided upon request that take into account a person’s disability.
  2. If meetings with customers are held in locations or premises not owned or operated by the AGCO, the AGCO will endeavour to hold these meetings at locations or premises that support the AGCO’s accessible customer service policies, especially in regards to the use of service animals, support persons and assistive devices. 

7.5 Assistive Devices

  1. Persons with disabilities may use assistive devices as required in accessing goods, services or facilities provided by the AGCO, unless otherwise prohibited by law. 
  2. Persons with disabilities may find information about how to access AGCO assistive devices on the AGCO website or through AGCO Customer Service, as applicable. 

7.6 Support Persons

  1. Persons with disabilities are permitted to be accompanied by their support person in areas/premises that are open to the public, when accessing goods, services or facilities provided by the AGCO
  2. The AGCO may deem it necessary to require a support person for a person with a disability in order to protect the health and safety of that person or of others on the premises. This will only occur after the AGCO has:
    • Consulted with the person with a disability to understand their needs
    • Considered health and/or safety reasons based on available evidence
    • Determined there is no other reasonable means to protect the health and/or safety of the person or others on the premises

          Determined there is no other reasonable means to protect the health and/or safety of the person or others on the premises.  

  1. Where protection of privacy and confidentiality are concerns during an interaction with a customer, the AGCO will confirm with the person with a disability if they would like to continue with their support person present. In the event that a support person is present while private or confidential matters are being discussed, the AGCO may require him or her to sign a confidentiality agreement
  2. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on the AGCO’s premises
  3. Where it is necessary for a person with a disability to give a legally-binding decision or signature, but he or she requires the aid of his or her support person to do so, the AGCO may request legal documentation (e.g., power of attorney) giving the support person the authority to act on their behalf.

7.7 Service Animals

  1. Persons with disabilities are permitted to be accompanied by their service animal and keep that animal with them in areas that are open to the public, when accessing goods, services or facilities provided by the AGCO, unless otherwise prohibited by law.
  2. In the event that a service animal is prohibited from the premises, the AGCO will ensure that other measures are available to enable the person with a disability to obtain, use or benefit from the AGCO’s goods, services or facilities.
  3. Service animals must be supervised by their owners and kept in control when used to access the AGCO’s goods, services or facilities. 

8. Service Disruptions

  1. In the event of a planned service disruption to facilities and services that are relied upon by people with disabilities to access AGCO goods, services or facilities, including accessible elements of AGCO public spaces that are not in working order, notice of the disruption shall be provided in advance. 
  2. In the event of an unexpected disruption, notice will be provided as soon as possible.
  3. Notice will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities and services that may be available. 
  4. Notice may be given by posting the information in a conspicuous place on premises owned or operated by the AGCO, at customer service counters located at the AGCO Head Office or regional sites, and/or posted on the AGCO’s website or by such other method as is reasonable under the circumstances. 

9. Availability of Documents 

  1. As required by Ontario Regulation 191/11, the AGCO has prepared documents describing the following, and will provide them upon request to any person: 
    • AGCO’s policies, practices and procedures governing the provision of goods, services or facilities to persons with disabilities 
    • AGCO’s policies, practices and procedures governing the use of service animals and support persons
    • The steps the AGCO will take in connection with a temporary disruption of facilities or services usually used by people with disabilities
    • AGCO’s policy on providing training on accessible customer service 
    • AGCO’s process for receiving and responding to feedback on the provision of goods, services or facilities to people with disabilities
  2. If the AGCO is required by Ontario Regulation 191/11 to provide documents to a person with a disability, the document or the information contained in the document will be provided in a format that takes into account the person’s disability
  3. The AGCO will make reasonable efforts to respond to requests for documents in alternate formats in a timely manner.

10. Training

  1. As required by Ontario Regulation 191/11, the AGCO will ensure the following individuals receive training on the topics required by the regulation:
    • Employees and volunteers
    • Persons who participate in the development of the AGCO’s policies
    • Persons who provide goods, services or facilities on behalf of the AGCO.
  2. The training includes the following topics:
    • a review of the purposes of the AODA and the Customer Service Standards requirements of Ontario Regulation 191/11
    • 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 guide dog or other service animal or the assistance of a support person
    • how to use the equipment or assistive devices available on AGCO’s premises, or otherwise provided by the AGCO, that may help with the provision of goods, services or facilities to a person with a disability
    • what action to take if a person with a disability is having difficulty accessing AGCO’s goods, services or facilities
    • AGCO’s customer service policies, practices and procedures governing the provision of goods, services or facilities to people with disabilities.
  3. As required by Ontario Regulation 191/11, the AGCO will keep records of the training provided. The records will include the dates on which training was provided and the number of individuals who received the training
  4. The AGCO offers training to new staff as soon as practicable after they commence their duties and, for those hired prior to December 31, 2009, ensured that all existing staff received the required training
  5. Training is provided on an on-going basis as deemed necessary or in connection to changes in AGCO policies, practices and procedures. 

11. Feedback Process

  1. The AGCO has established and maintains a feedback process that is accessible to persons with disabilities and allows members of the public to comment on the manner in which the AGCO provides goods, services or facilities to people with disabilities. This includes the opportunity to provide comment on the AGCO’s feedback process itself.
  2. The feedback process will allow for comments in person, by telephone, in writing or by delivering an electronic text by email, or otherwise. Upon request, the AGCO will ensure that its feedback process is accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communication supports.
  3. The feedback process specifies the actions that will be taken by the AGCO, if complaints or suggestions are received. Customers can expect the following:
    • Upon receipt of the feedback, regardless of the format, customers will receive a response acknowledging receipt of the feedback and the actions that will be taken to address any issues
    • Feedback received via the telephone, mail, email, or in-person (at either the Customer Service desk in Toronto or regional offices) will be acknowledged within two business days of receipt
    • The acknowledgement will indicate when the matter will be addressed and when the customer will be notified
    • The AGCO will follow up with any required action within the time frame noted
    • All feedback responses will be in a format that is accessible to the customer, upon request
    • If the customer wishes to remain anonymous or indicates that receipt of acknowledgement or a response is not required, the AGCO will not acknowledge the feedback.
  4. Feedback relating to accessibility or the manner in which the AGCO provides its goods, services or facilities to people with disabilities will be collected and logged in the AGCO Record of Customer Feedback.
  5. Information about the AGCO’s feedback process may be found on the AGCO website or through AGCO Customer Service.

12. Performance Measurement 

  1. The AGCO’s Accessible Customer Service Policy Statement will be reviewed and/or amended at the time that accessibility-related regulations are established or revised by the Government of Ontario, or as required
  2. The AGCO will keep a record of all accessibility or accommodation requests and actions taken.

13. Questions about this policy

  1. Questions about the AGCO’s Accessible Customer Service Policy Statement or the purpose of any policy, may be addressed to AGCO Customer Service.

14. Related Documents

Ontarians with Disabilities Act, 2001 
Accessibility for Ontarians with Disabilities Act, 2005 
 
Ontario Regulation 191/11, Integrated Accessibility Standard
Ontario Human Rights Code
AGCO’s Accessibility Plan and Policies

15. Exclusion

  1. The AGCO’s Accessible Customer Service Policy Statement shall not apply during any period where an emergency, as defined under the Emergency Management and Civil Protection Act, 1990, has been declared.
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