Subject: Accessibility for Ontarians with Disabilities Customer Service Policy
Effective: August 4, 2026
Issue to: Employees, Contractors, Volunteers, and other persons providing services on behalf of aiADR
Issued by: Director of Operations, Ennia Luccon
Revised: Version 1.0
aiADR strives at all times to provide services in a way that respects the dignity and independence of persons with disabilities. aiADR is committed to giving people with disabilities the same opportunity to access its services and allowing them to benefit from the same services, in the same place and in a similar way as other clients and visitors.
This policy has been developed to address the Accessible Customer Service Standard of the Accessibility for Ontarians with Disabilities Act, 2005 (the "AODA") and applies in conjunction with and should be read together with other policies that affect the provision of services to aiADR clients and visitors.
The policy applies to all employees, contractors, volunteers, and persons providing services for aiADR.
AVAILABILITY
This policy, and each of the updated versions of this policy, will be shared with employees, volunteers and others providing services on behalf of aiADR via e-mail. They will be required to acknowledge receipt and understanding of the policy. The policy will be available on:
RESPONSIBILITY
The Director of Operations is accountable for:
The Director of Operations of ADR Chambers will act as the Accessibility Coordinator. for ADR Chambers Inc., and each subsidiary of ADR Chambers Inc., including aiADR.
Employees, contractors, volunteers and other identified third parties must follow all procedures as set out in this policy.
Managers must ensure that employees work in compliance with policies and procedures.
Accessible format: A format that enables a person with a disability to access information, including large print, Braille, audio, captioned or described video, accessible electronic formats and other formats usable with assistive technology.
Assistive device: A device or aid used by a person with a disability to access, obtain, use or benefit from goods, services or facilities, such as a mobility aid, hearing device, screen reader, communication device or other technology.
Service animal: An animal that can be readily identified as being used by a person for reasons relating to disability through visual indicators, such as a vest or harness, or for which the person provides documentation from a regulated health professional specified in the IASR confirming the disability-related need for the animal.
Support person: A person who accompanies a person with a disability to assist with communication, mobility, personal care, medical needs or access to goods, services or facilities.
Communication supports: refers to methods that assist communication and access to information for people with disabilities. Examples include plain language formats, sign language, reading out loud, captioning or using written notes to communicate.
IASR: refers to the Integrated Accessibility Standards Regulation (Ontario Regulation 191/11) made under the AODA, which sets out accessibility requirements in the areas of information and communications, employment, transportation, and design of public spaces, in addition to customer service.
Disability: as defined under the Ontario Human Rights Code is:
Our Commitment
aiADR is committed to providing access to its facilities and delivering excellent service at all times in a way that respects the dignity and independence of all of its clients and visitors.
aiADR’s commitment to this is demonstrated in the following areas:
Communication
aiADR is committed to making company information and feedback processes accessible to people with disabilities. In order to achieve this:
aiADR will train employees who communicate with clients on how to interact and communicate with people with various types of disabilities.
Assistive devices
aiADR is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from its services. aiADR’s employees who deal directly with clients and visitors are trained and familiar with various assistive devices used by clients with disabilities while accessing our services.
Use of registered service animals and support persons
aiADR is committed to welcoming people with disabilities accompanied by a service animal or a support person on the parts of our premises that are open to the public and clients. Employees dealing with the public are properly trained on how to interact with people with disabilities whom a service animal accompanies. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on aiADR’s premises.
Notice of temporary disruption
aiADR will provide notice to clients and visitors with disabilities in the event of a planned or unexpected disruption to services or office facilities. Where possible, aiADR will post a notification on aiADR’s website and at all public entrances and service counters on its premises. The notice will include information about the reason for the disruption, its anticipated duration, and a description of any alternative facilities or services available (where applicable and if available). While aiADR cannot provide the same guarantee in emergency temporary disruption situations, every reasonable effort will be made to give adequate notice.
Training
aiADR provides training on the Accessible Customer Service Standard and the Integrated Accessibility Standards Regulation requirements to all employees and contractors, including those who work with the public or other third parties or who are involved in the development of customer service policies, practices and procedures. Training will be provided as part of the new hire orientation process and in a way that best suits the duties of the company member and will be refreshed where there are changes to the policies. Training will take place as soon as is practicable and a record will be maintained of the training provided and to whom. Training will be provided on an ongoing basis to reflect changes made to our policies, practices and procedures governing the provision of services to persons with disabilities.
Procedures
The following processes should be followed, where possible, to ensure that the company is prepared to receive clients/visitors with disabilities and accommodate their needs in advance of coming to our offices.
When you become aware of a client/visitor with a disability coming into our offices, please contact the Director of Operations and provide her with the details of what equipment is needed for the client/visitor and/or what requests were made.
Requests for documents to be provided in alternate formats (e.g., large print, Braille) should be handled directly by the meeting organizer/host. In the event that a document conversion is required which cannot be performed onsite (e.g., braille), please contact the Director of Operations, who will make every reasonable effort to source an external provider to assist in the conversion.
With the support of the Director of Operations, the meeting organizer will make every reasonable effort to source and coordinate any requested equipment and services for clients/visitors with disabilities.
If a telephone relay service is requested for communicating with a client who may be deaf, oral deaf, deafened or hard of hearing, the Director of Operations will provide the number to the meeting organizer/host to access the service. The Relay Service number is 1-800-855-0511. When this number is called, the operator will then contact the client to begin the conversation.
In the event of a disruption to our services or office facilities, the following steps will be taken:
aiADR will provide, upon request, all existing emergency procedures, plans and public safety information in an accessible format or with appropriate communication supports, in a timely manner, on request.
When you become aware of a client/visitor with a disability coming to our offices with a support person, please notify the Director of Operations and Office Administrator at Reception, and note, if the support person will be present during the meeting or will require a separate waiting area. The Office Administrator will arrange a separate waiting area if required.
If a support person is required to be present during a meeting, the meeting organizer/host will be responsible for issuing a confidentiality agreement to be signed by the support person, if deemed necessary.
If a client or visitor is having difficulty accessing our services, please contact the Director of Operations for assistance.
aiADR is committed to providing accessible invoices to all of its clients. Upon request, invoices will be provided in hard copy, large print or e-mail. aiADR will answer any questions clients may have about the content of the invoice in person, by telephone or by e-mail.
The ultimate goal of aiADR is to meet and surpass client expectations while servicing clients with disabilities. We appreciate and welcome any feedback on how we can better meet our clients' needs and expectations regarding this policy and its implementation. Feedback regarding the way aiADR provides services to persons with disabilities can be made:
In-person at:
aiADR
2001 Sheppard Avenue East Suite 200, North York, ON M2J 4Z8
By telephone at: 416.362.8555
Toll free: 1.800.856.5154
In writing to:
aiADR
2001 Sheppard Avenue East Suite 200, North York, ON M2J 4Z8
Attention: Director of Operations: Ennia Luccon
Electronically to:
Email: Concierge@aiadr.com
aiADR is committed to developing client service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of aiADR that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
This policy exists to achieve service excellence for clients with disabilities. The Director of Operations will be responsible for answering any questions about the policy or explaining the purpose if it is not understood. The Director of Operations can be contacted at email Concierge@aiadr.com or telephone at: 416.362.8555 or toll free: 1.800.856.5154