Integrated Standards Accessibility Policy

A&G The Road Cleaners is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence.

We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws. 

A&G The Road Cleaners is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

A&G The Road Cleaners understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law. 

A&G The Road Cleaners is committed to excellence in serving and providing goods, services or facilities to 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.

A&G The Road Cleaners is committed to training staff and volunteers those who will be dealing with people with disabilities in accessible customer service, other Ontario’s accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities.

In addition, we will train:

a) all persons who participate in developing the organization’s policies; and

b) all other persons who provide goods, services or facilities on behalf of the organization

Training of our employees and volunteers on accessibility relates to their specific roles.

Training includes:

• purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standards

• our policies related to the Customer Service Standards

• 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 service animal or a support person

• how to use the equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities. 

• what to do if a person with a disability is having difficulty in accessing our organization’s goods,  services, or facilities. 

We maintain records of the training provided including the dates on which the training was provided and the names of individuals to whom it was provided.

• People with disabilities may use their personal assistive devices when accessing our goods, services, or facilities.

• In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services, or facilities.

• We communicate with people with disabilities in ways that take into account their disability. We communicate either verbally or in written considering their disability.  

• We will work with the person with disabilities to determine what method of communication works for them.

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public and third parties.

When we cannot easily identify that an animal is a service animal, our staff may ask for documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

A regulated health professional is defined as a member of one of the following colleges:

• 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

• College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:

• explain why the animal is excluded

• discuss with the customer another way of providing goods, services or facilities

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fee/fare will not be charged for support persons. We notify customers of this by posting a notice in the building on the entrance.

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, this organization will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

The notice of the temporary disruption will be made publicly available at the company’s website and by posting a notice on the entrance and will be notified by the receptionist to everyone upon arrival to the company premises.

A&G The Road Cleaners welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns. Feedback maybe provided via calling at 905-857-5756 or emailing to HR@theroadcleaners.com. All feedback, including complaints, will be directed to the General manager, and will be dealt with accordingly. The customer can expect to get the reply to the feedback within 7 business days. 

A&G The Road Cleaners ensures our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

A&G The Road Cleaners notifies the public that documents related to accessible customer service, are available upon request by mailing a letter to 47 Simpson Road, Bolton, ON, L7E2R6 and are available on company’s official website. A&G The Road Cleaners will provide these documents in an accessible format or with communication support upon request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.

We have a process for receiving and responding to feedback and the process is accessible to persons with disabilities upon request. We communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports:

a) in a timely manner, considering the person’s accessibility needs due to disability; and 

b) at a cost that is no more than the regular cost charged to other persons.

We will consult with the person making the request in determining the suitability of an accessible format or communication support. If the organization determines that information or communications are unconvertible, the organization shall provide the requestor with:

a) an explanation as to why the information or communications are unconvertible; and

b) a summary of the unconvertible information or communications

Accessible formats and communication supports are available on our website. We are committed to meet internationally recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws

We notify employees, job applicants and the public that accommodations can be made during recruitment and hiring. We notify job applicants when they are individually selected to participate in an assessment or selection process that accommodations are available upon request. We consult with the applicants and provide or arrange for suitable accommodation.

We notify successful applicants of policies for accommodating employees with disabilities when making offers of employment.

We notify staff that supports are available for those with disabilities as soon as practicable after they begin their employment. We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation that take into account an employee’s accessibility needs due to a disability.

We will meet accessibility laws when building or making major changes to public spaces. Our public spaces include: 

• Accessible off-street parking 

• Accessible on-street parking 

• Service-related elements such as Reception 

We put procedures in place to prevent service disruptions to the accessible parts of our public spaces.