Goods Services Polices

Policy on Providing Goods or Services to People with Disabilities

December 2014

Interpretation

• AODA – AODA is the short abbreviation for the Accessibility for Ontarians with Disabilities Act, 2005 which is a law passed by the Ontario Legislature that allows government to develop specific standards of accessibility and to enforce them.
• Accessibility Standard for Customer Service -The customer service standard is the first standard developed under the AODA as Regulation 429/07.
• Disability – As set out in the AODA, a disability means:

• 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,

• 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.

• Guide Dog – is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and increased independence for people who are blind.
• Service Animal – as reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if:

• it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or

• if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

• Service Dog – as reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other than a guide dog for the blind is a service dog if:

• it is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability;

• or the person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.

• Support Person – as reflected in Ontario Regulation 429/07, 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, medical needs or access to goods and services

Purpose

The purpose of this policy is to ensure that all Sofa by Fancy staff and employees are aware of their rights and responsibilities with respect to accommodation and to set out in writing Sofa by Fancy’s plan for providing accessible services in keeping with the Accessibility Standard for Customer Service.

Scope

This policy applies to all Sofa by Fancy staff members who interact with members of the public seeking services or information from Sofa by Fancy. This policy also provides information to members of the public about their rights and options for accessible customer service.

Objective

To ensure that Sofa by Fancy staff members who provide services to persons with disabilities do so in a manner consistent with the principles set out in the Accessibility Standard for Customer Service and with all related customer service procedures.

Policy Content

• Principles

The following principles will guide Sofa by Fancy in our provision of services to the public:

• Services should be provided in a manner that respects the dignity and independence of members of the public.
• Services should be provided in a manner that fosters physical and functional access to Sofa by Fancy’s services and promotes the inclusion of members of the public.
• All persons should be given equal opportunity to obtain, use and benefit from Sofa by Fancy’s services. Where required and possible, individualized accommodation will be provided.

• Assistive devices

To ensure that Sofa by Fancy staff members who provide services to persons with disabilities do so in a manner consistent with the principles set out in the Accessibility Standard for Customer Service and with all related customer service procedures.

• Communication

Sofa by Fancy staff members will communicate with people with disabilities in ways that take into account their disability.

• Guide Dogs, Service Animals and Service Dogs

A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.

• Exclusion Guidelines

If a guide dog, service animal or service dog is excluded by law (see applicable laws below) Sofa by Fancy will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).

• Applicable Laws

Food Safety and Quality Act 2001, Ontario Regulation 31/05: Animals not intended for slaughter or to be euthanized are not allowed in any area or room of a meat plant. It also makes an exception for service dogs to allow them in those areas of a meat plant where food is served, sold or offered for sale to customers and in those areas that do not contain animals or animal parts and are not used for the receiving, processing, packaging, labelling, shipping, handling or storing of animals or parts of animals.
The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, normally does not allow animals in places where food is manufactured, prepared, processed, handled, served, displayed, stored, sold or offered for sale. It does allow guide dogs and service dogs to go into places where food is served, sold or offered for sale. However, other types of service animals are not included in this exception.
Dog Owners’ Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relating to banned breeds (such as pitbulls) and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails.

• Recognizing a Guide Dog, Service Dog and/or Service Animal

If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, Sofa by Fancy may request verification from the customer.

• 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.

• Sofa by Fancy Offices Open to the Public

The majority of Sofa by Fancy’s customers interact with the organization over the telephone through our office in Mississauga Ontario.
To accommodate persons with deafness or a hearing impediment, http://www.bell.ca/Accessibility_services/Bell_IP_Relay uses Bell Canada’s IP Relay Service. The service allows users to connect to specially trained operators through chat sessions in the Bell IP Relay portal. Bell operators then place phone calls on their behalf and facilitate conversations. Please note that there are some technical and system requirements to be aware of in order to use this service. More information is available at the following web address: http://www.bell.ca/Accessibility_services/Bell_IP_Relay
Members of the public may occasionally meet in-person with Sofa by Fancy staff at our office that are not open to the public. This office listed below:

Office Location	Facilities for Customers with Disabilities
1255 Lorimar Drive Mississauga, ON L5S 1R2	Wheelchair ramp Handicap Parking Service Animal Reception staff trained for familiarity with assistive devices, service animals

• Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Sofa by Fancy will notify customers promptly through clearly posted notices. Such a 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.

• Information available in Alternate Formats

Sofa by Fancy makes a number of documents available to the public through our website. This can include company reports and plans as well as forms and information about Sofa by Fancy’s services. Sofa by Fancy will work with any person with a disability who requests a document in an alternative different format to make efforts to accommodate their request.

• Training for staff

Sofa by Fancy currently provides training to all of its employees on the AODA and the need to provide accommodation to persons with disabilities. This includes training on the Accessibility Standard for Customer Service and Sofa by Fancy’s relevant customer service procedures. A process is in place to ensure that all newly hired staff members receive this training within 14 business days.

Our training and communications to staff includes:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• Sofa by Fancy’s accessible customer service policy and plan.
• 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 Bell Relay service, and other accommodation-related services.
• What to do if a person with a disability is having difficulty in accessing Sofa by Fancy’s services or provides feedback on how to improve services.
• Staff will also be updated should any changes be made to our accessible customer service plan.

• Feedback process

Customers who wish to provide feedback on the way Sofa by Fancy provides accessible services can contact:

Gurvinder Sra,
1255 Lorimar Drive
Mississauga, ON
L5S 1R2
Email:  [email protected]
Telephone: 905-565-9566

Customers can expect a response within 5 business days.

• Modifications to this or other policies

Any policy of Sofa by Fancy’s that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Legislative Authority

Accessibility for Ontarians with Disabilities Act, 2005
Ontario Regulation 429/07 (Accessibility Standards for Customer Service)
Ontario Building Code Act, 1992
Ontario Human Rights Code

Evaluation, Monitoring and Review

Sofa by Fancy’s Feedback Process as described in Section 5.10 will be used to identify opportunities to strengthen or adjust our customer service standards as appropriate. This policy will be reviewed annually to ensure compliance with current and emerging standards under the AODA.

Approved By:
This document has been approved for adequacy by: Vice President