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Senseability.ca is inclusively designed to reflect our business leadership role in driving inclusion of all Canadians across Canada.
This website is inclusive designed and respects accessibility by following Web Content Accessibility Guidelines (WCAG) 2.0 AA, Web Accessibility Initiative Accessible Rich Internet Applications (WAI-ARIA) and by using semantic Hypertext Markup Language (HTML). Functionality is regularly tested by software and people on a wide range of adaptive technologies, including several browser and platform combinations, to continuously improve usability and interoperability.
Web Content Accessibility Guidelines (WCAG) 2.0 AA is an international standard, identified as ISO/IEC 40500:2012, that encourages improved website accessibility. This standard is often adhered to by governments and businesses. For example, the United Nations and European Union member countries often refer to WCAG 2.0 AA testable success techniques when advising on efforts to implement the Convention on the Rights of Persons with Disabilities. United States federal agencies and suppliers often reference WCAG 2.0 AA success techniques for allowing their employees and the public with disabilities to access services. The Government of Canada through its Treasury Board of Canada Secretariat specifically refers to WCAG 2.0 AA in its standard on Web accessibility. The British Columbia government refers to meeting WCAG 2.0 AA, in 2016, as part of their roadmap to achieving a high–level of accessibility for people with disabilities by 2024. The Ontario government requires all public websites and web content posted after January 1, 2012 must meet WCAG 2.0 Level AA other than criteria 1.2.4 (live captions) and 1.2.5 (pre-recorded audio descriptions) as part of their efforts to make Ontario fully accessible by 2021. The Nova Scotia government is promoting similar outcomes and is working towards achieving an accessible Nova Scotia by 2030. The government of Prince Edward Island is making every reasonable effort to ensure all new websites and content comply with WCAG 2.0 AA. The governments of Newfoundland and Labrador, New Brunswick, Northwest Territories, Nunavut and Yukon are also making efforts to ensure websites are more accessible.
Customer service objectives
Canadian Business SenseAbility is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code and similar legislation in other provincial jurisdictions respecting non-discrimination.
Canadian Business SenseAbility 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, and similar legislation in other provincial jurisdictions, or obligations to people with disabilities under any other law.
Canadian Business SenseAbility is committed to complying with both the Ontario Human Rights Code, and similar legislation in other provincial jurisdictions.
Canadian Business SenseAbility is committed to excellence in serving 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.
People with disabilities may use their personal assistive devices when accessing our services. 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 services.
Canadian Business SenseAbility ensures that its staff are trained to become familiar with various assistive devices that may be used by people with disabilities while accessing our services.
Canadian Business SenseAbility will communicate with people with disabilities in ways that consider their disability. Canadian Business SenseAbility will work with the person with a disability to determine what method of communication works for them.
Canadian Business SenseAbility welcomes people with disabilities and their service animals. Service animals are allowed on the parts of our venues that are open to the public. When Canadian Business SenseAbility cannot easily identify that an animal is a service animal, our staff or third-party provider may ask a person to provide documentation 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.
An example of a regulated health professional is defined as a member of one of the following types of colleges or organizations. This is not an exhaustive list and documentation from other regulated health professionals may be considered:
- Chiropractors’ Association of Saskatchewan;
- College of Audiologists and Speech-Language Pathologists of Ontario;
- College of Chiropractors of Manitoba;
- College of Chiropractors of Ontario;
- College of Registered Nurses of Alberta;
- College of Registered Nurses of British Columbia;
- College of Registered Nurses of Manitoba;
- College of Registered Nurses of New Brunswick;
- College of Registered Nurses of Newfoundland and Labrador;
- College of Registered Nurses of Nova Scotia;
- College of Nurses of Ontario;
- College of Registered Nurses of Prince Edward Island;
- College of Registered Nurses of Saskatchewan;
- College of Registered Nurses of Quebec;
- College of Occupational Therapists of British Columbia;
- College of Occupational Therapists of Manitoba;
- College of Occupational Therapists of Nova Scotia;
- College of Occupational Therapists of Ontario;
- College of Occupational Therapists of Saskatchewan;
- 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;
- College of Speech and Hearing Health Professionals of British Columbia;
- New Brunswick Chiropractors’ Association
- Ordre des chiropraticiens du Québec
- Speech-Language and Audiology Canada
If service animals are prohibited by another law, Canadian Business SenseAbility will work to ensure people with disabilities can access our services.
A person with a disability who is accompanied by a support person will be permitted to have that individual accompany them.
- Fees or fares will not be charged for support persons.
In certain cases, Canadian Business SenseAbility might require a person with a disability to be accompanied by a support person for the health or safety reasons of the:
- Person with a disability; and,
- Others on the premises.
Before deciding, Canadian Business SenseAbility will:
- Consult with the person with a disability to understand their needs;
- Consider health or safety reasons based on available evidence; and,
- Determine if there is no other reasonable way to protect the health or safety of the person or others on the premises.
If Canadian Business SenseAbility determines that a support person is required, we will waive the admission fee or fare (if applicable) for the support person.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services for people with disabilities, Canadian Business SenseAbility will notify the public as promptly as possible. A 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 will be made publicly available electronically as required.
Canadian Business SenseAbility provides accessible customer service training to:
- All employees and volunteers;
- Anyone involved in developing our policies;
- Anyone who provides goods, services or facilities to customers on our behalf; and,
- Staff will be trained on accessible customer service within 30 days after being hired.
Training will include:
- Purpose of the Accessibility for Ontarians with Disabilities Act, 2005, the requirements of the customer service standard and related legislation in other jurisdictions;
- Canadian Business SenseAbility’s policies related to the customer service standard;
- 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; and,
- 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 Canadian Business SenseAbility’s services; and,
- Staff will also be trained when changes are made to our accessible customer service policies.
Canadian Business SenseAbility welcomes feedback on how it provides accessible customer service. Customer feedback will help us identify barriers and respond to concerns. Customers who wish to provide feedback on the way Canadian Business SenseAbility provides goods, services or facilities to people with disabilities can provide feedback by email to firstname.lastname@example.org. All feedback, including complaints, will be handled in the following manner:
- Feedback will be directed to the appropriate staff;
- Customers can expect a response in 2 business days; and,
- Canadian Business SenseAbility will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, upon request.
Notice of availability of documents
Canadian Business SenseAbility will make documents accessible upon request in the following ways:
- Canadian Business SenseAbility will provide this document in an accessible format or with communication support, on request;
- Canadian Business SenseAbility will consult with the person making the request to determine the suitability of the format or communication support; and,
- Canadian Business SenseAbility will provide the accessible format in a timely manner and, at no additional cost, on our website.
Modifications to this or other policies
Any policies of Canadian Business SenseAbility that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.