Accessibility for Ontarians with Disabilities Act

Assistive devices

We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our services.

Communication

We will communicate with people with disabilities in ways that take into account their disability.

Service animals

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.

Support persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, The AIM Group Inc. will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. Services/facilities include:

• Washrooms
• Building access

The notice will be made publicly available at the following locations:

• www.theaimgroup.ca
• Front desk

Training

The AIM Group Inc. will provide accessible customer service training to employees, volunteers, and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices, and procedures related to the provision of our services. Staff will be trained on Accessible Customer Service within 1 week of being hired. Individuals in the following positions will be trained:

• Front desk
• Contract administration

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
• The AIM Group Inc.’s plan 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.
• How to use the equipment or devices available on site or otherwise that may help with providing service to people with disabilities.
• What to do if a person with a disability is having difficulty accessing The AIM Group Inc.’s services.

Staff will also be trained when changes are made to our accessible customer service plan.

Feedback process

Customers who wish to provide feedback on the way The AIM Group Inc. provides services to people with disabilities can do so in the following ways:

• Forms available at the front desk
• Online

All feedback, including complaints, will be handled in the following manner:

• It will be reviewed by the contract administrator and management.
• We will respond to the customer.

Customers can expect a response within 7 days.

Notice of availability

The AIM Group Inc. will notify the public that our documents related to accessible customer service are available upon request by posting a notice in the following locations:

• www.theaimgroup.ca
• Front desk

Modifications to this or other policies

Any policy, practice, or procedure of The AIM Group Inc. that does not respect and promote the principles of dignity, independence, integration, and equal opportunity for people with disabilities will be modified or removed.