Customer Service Standards

  1. Purpose and Policy StatementThe goal of the Accessibility for Ontarians with Disabilities Act, 2005 (the “Act”) is to create a more accessible Ontario, by identifying, and to the extent possible, preventing, and eliminating barriers experienced by persons with a disability.

    The Accessibility Standards for Customer Service (“the Standards”) are part of the broader Integrated Accessibility Standards Regulation.  The Standards have been established under the Act to ensure services and building features are, where at all possible, equally accessible to every member of the public. 

    Delmanor strives to provide accessible services and accommodation to our residents, their families, friends and other members of the public. We also want to meet the requirements of the Standards and promote their underlying core principles, as described below.

  2. Definitions
    1. Accessible Formats – may include, but are not limited to, large print, recorded audio and electronic formats, braille and other formats usable by persons with disabilities.
    2. Accessibility Report The report required is to be filed pursuant to section 14 of the Act.
    3. Assistive DeviceAny device used to assist a person in performing a particular task or tasks or to aid that person in activities of daily living.
    4. Communication Supports – may include, but are not limited to, captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communications.
    5. Disability – means:
      1. 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, 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,
      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.
    6. Guide Dog – A guide dog as defined in section 1 of the Blind Persons Rights’ Act is a dog trained as a guide for a person who is blind and having qualifications prescribed by the regulations under the Blind Persons’ Rights Act.
    7. Service Animal – means an animal,
        1. that can be readily identified as one that is being used by the person for reasons relating to the person’s disability, as a result of visual indicators such as the vest or harness worn by the animal; or
        2. for which the person provides documentation from one of the following regulated health professionals confirming that the person requires the animal for reasons relating to the disability:
            • A member of the College of Audiologists and Speech-Language Pathologists of Ontario.
            • A member of the College of Chiropractors of Ontario.
            • A member of the College of Nurses of Ontario.
            • A member of the College of Occupational Therapists of Ontario.
            • A member of the College of Optometrists of Ontario.
            • A member of the College of Physicians and Surgeons of Ontario.
            • A member of the College of Physiotherapists of Ontario.
            • A member of the College of Psychologists of Ontario.
            • A member of the College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.
    8. Support Person – A person who accompanies a person with a disability to assist with communication, mobility, personal care or medical needs or with access to goods, services or accommodation.
    9. We”, “Our” and “Employees” means Delmanor and its employees, volunteers, agents and contractors.
  3. Core Principles Of the PolicyDelmanor will endeavor to ensure that the Policy and related practices, policies and procedures are consistent with the following four (4) core principles:
    1. DignityPersons with a disability are as deserving of quality service as any other person and should be treated in a manner consistent with this fact.
    2. Equality of Opportunity – Persons with a disability should be given an opportunity equal to that given to others to obtain, use and benefit from our services and accommodation.
    3. Integration – Wherever possible, persons with a disability should benefit from our services and accommodation in the same place and in the same or similar manner as any other person. In circumstances where integration does not serve the needs of the person with a disability, services and accommodation will, to the extent possible, be provided in another way that takes into account the person’s individual needs.
    4. Independence – Services and accommodation should, where possible, be provided in a way that respects the independence of persons with a disability. To this end, we will be willing to assist but will not do so without first attempting to get the permission of the person with a disability.
  4. Implementation Delmanor has:
      1. Accessible services and accommodation for persons with a disability.
      2. An accessibility training program (The Learning Centre) as required by the Standards.
      3. Developed and implemented a feedback procedure as required by the Standards.
      4. Filed Accessibility Reports as required under section 14 of the Act.
  5. Providing Services And Accommodation To People With Disabilities
    1. Policies
      Delmanor shall make all reasonable efforts to ensure that its policies which impact the delivery of its services and accommodation to residents, their family and friends, the public or to other third parties are consistent with the principles of dignity, equality of opportunity, integration and independence as defined above.
    2. Communication
      Delmanor strives to communicate with persons with a disability in a manner that takes into account the disability.  Approaches for communication are set out in our accessibility training program.
    3. Assistive Devices
      Persons with a disability are permitted, where possible, to use their own Assistive Device when in our buildings, for the purposes of obtaining, using or benefiting from our services and accommodation.
      If there is a physical, technological or other type of barrier that prevents the use of an Assistive Device in/on our premises, we will make efforts to provide an alternative means of assistance to the person with a disability.
    4. Accessibility on/in Our PremisesWe offer the following to enable persons with a disability to obtain, use or benefit from our services and accommodation:
      1. Assistive devices.
      2. Alternate formats of documents i.e. available in large print,
      3. Assistance from an Employee to complete a form,
      4. Wheelchair accessible.
    5. Service Animals and Guide Dogs Persons with a disability may enter buildings owned and/or operated by Delmanor; accompanied by a Service Animal or Guide Dog, and keep the dog with them.

      If a Guide Dog or Service Animal must be excluded by law, we explain to the person why this is the case and explore alternative ways to meet the person’s needs.

    6. Support PersonsA person with a disability may enter buildings owned and/or operated by Delmanor with a Support Person and have access to the Support Person while in the building.

      Delmanor may ask a person with a disability to be accompanied by a Support Person when on the premises, but only if, after consulting with the person with a disability and considering the available evidence, the provider determines that,

      1. a Support Person is necessary to protect the health or safety of the person with a disability or the health or safety of others in the building; and
      2. there is no other reasonable way to protect the health or safety of the person with a disability and the health or safety of others in the building.

      Delmanor occasionally holds events and excursions for which we charge Residents and guests.  We will ensure that, if an additional cost is to be charged for a Support Person, advance notice will be provided and the amount of the fee to being charged.

    7. Notice of Temporary DisruptionsDelmanor will notify residents, their friends and families and the public if there is a planned or unexpected disruption of services and the alternate access to our services and/or accommodation.  The notification will be made by posting a notice at the entrance/concierge, on TV tour or in some other location or by some other means as may be appropriate in the circumstances.

      The notice will include the following information:

      1. That an area or service is unavailable.
      2. The anticipated duration of the disruption.
      3. The reason for the disruption.
      4. Alternative location of services, if available.
  6. Training And Records
    Delmanor will ensure the following individuals receive the training required under the Standards:
      1. Every employee and volunteer
      2. Every person who participates in developing Delmanor policies.
      3. Every other person who provides services or accommodation on behalf of Delmanor.
      1. Content of Training
        Training will include:
          1. A review of the purpose of the Act and requirements of the Standards.
          2. A review of the Policy.
          3. How to interact and communicate with persons with various types of disabilities.
          4. How to interact with persons with a disability who use an Assistive Device or require the assistance of a Service Animal or Support Person.
          5. How to use equipment or devices made available in our buildings to assist persons with a disability to obtain, use or benefit from our services and accommodations.
          6. What to do if a person with a disability is having difficulty accessing our building and/or services and accommodations.
      2. Timing of Training
        All persons to whom this Policy applies will receive the required training as soon as practicable after he or she is assigned the applicable duties.  On-going training will occur annually and as changes are made to policies, procedures and practices.
      3. Documenting Training
        Records of the training provided, including the training protocol, the dates on which the training is provided and the number of individuals to whom the training is provided shall be maintained in accordance with the requirements of the Standards.
  7. Feedback Procedure
      1. Receiving Feedback
        Delmanor welcomes and appreciates feedback regarding the manner in which it provides services and accommodation to persons with disabilities and regarding whether its feedback procedure is accessible to persons with disabilities.  Feedback can be provided in the following ways:
          1. In person
          2. By telephone
          3. In writing to the General Manager
          4. Electronically to the General Manager
      2. Responding to Complaints
        Delmanor will make reasonable efforts to resolve complaints at the time that they are made.  If immediate resolution of a complaint is not possible, the individual may submit a formal complaint to the General Manager.
        Persons who wish to be contacted about their complaint must provide their contact information.  The individual will then be contacted by a representative of Delmanor.  Delmanor will make reasonable efforts to provide responses to complaints in a manner that is accessible to the complainant.
      3. Availability of Feedback Procedure
        Delmanor shall make information about this feedback procedure readily available to the public and shall make it accessible to persons with disabilities by providing, or arranging for the provision of, Accessible Formats and Communication Supports, on request.
  8. Documentation To Be Made Available
    This Policy and any other documentation required by the Standard shall be made available to any member of the public upon request.
    Notification of same shall be posted at a conspicuous place on the premises owned or operated by Delmanor, by posting it on Delmanor’s website, or by such other method as is reasonable in the circumstances.
  9. Format Of DocumentsDelmanor will provide documents, or the information contained in documents, required to be provided under the Standards, to a person with a disability in an Accessible Format or with a Communication Support upon request.

    The document(s) shall be provided in a timely and in a manner that takes into account the person’s accessibility needs due to disability.  The documents shall also be provided at a cost that is no more than the regular cost charged to other persons.

    Delmanor shall consult with the person making the request in determining the suitability of an Accessible Format or Communication Support.

Questions About This Policy

For more information about the Policy or for questions regarding Delmanor policies, practices and procedures for accessible service please contact us at: 416-736-2520 or email us at: