This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of services to the public or other third parties and not to the goods themselves.
This Policy shall:
a) Govern the provision of services at all premises owned and operated by All-Can supporting the principles of dignity, independence, integration and equal opportunity for all All-Can customers
b) Apply to employees, agents and/or contractors who deal with the public or other third parties that act on behalf of All-Can, including when the provision of services occurs off the premises of All-Can such as in delivery services, call centers and drivers.
c) Address the use of guide dogs, service animals and service dogs; only applicable to the provision of goods and services that take place at premises owned and operated by All-Can.
Assistive Device – is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.
Customer – is any individual person acting on their own behalf or an employee/agent of an organization who is currently transacting business or seeking to transact business with All-Can.
Disability – the term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:
- 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 mental disorder, a condition of mental impairment or a developmental disability;
- a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
- 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
- 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 the 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.
Premises Not Open to the Public – Most of All-Can’s operations are in the Third Party Logistics business sector and are focused on providing secure control of the goods and materials we store, handle or transport for our customers. As such, All-Can premises are not open to the general public. Customers are not admitted without prior appointment. Unless escorted by an employee, any customers, vendors and drivers may only enter the following areas:
Head Office Reception, located at 57 Cannifton Road, Belleville, ON
Driver’s Waiting Rooms, located at each warehouse facility
The Provision of Goods and Services to Persons with Disabilities
All-Can will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:
- ensuring that all customers receive the same value and quality;
- allowing customers with disabilities to do things in their own ways, at their own pace when accessing services as long as this does not present a safety risk;
- using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
- taking into account individual needs when providing services; and
- communicating in a manner that takes into account the customer’s disability.
Customer’s own assistive device(s):
Persons with disabilities may use their own assistive devices as required when accessing services provided by All-Can.
In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of services. For example, ignition sources and oxygen tanks cannot be near one another. Therefore, the accommodation of a customer with an oxygen tank may involve ensuring the customer is in a location that would be considered safe for both the customer and business. Or, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, personal service will be provided in a location that meets the needs of the customer.
Guide Dogs, Service Animals and Service Dogs
A customer with a disability that is accompanied by a guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law.
Food-Grade Warehouse Areas:
A customer with a disability that is accompanied by a guide dog, service dog or service animal will not be allowed to enter the warehouse area of any premises where food products, ingredients or food packaging is stored. The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, does not allow animals in places where food is manufactured, prepared, processed, handled, served, displayed, stored, sold or offered for sale.
If a guide dog, service animal or service dog is excluded by law, All-Can will offer alternative methods to enable the person with a disability to access services, when possible (for example, securing the animal in a safe location and providing the guidance of an employee).
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, All-Can may request verification from the customer. Verification may include:
- a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
- a valid identification card signed by the Attorney General of Canada; or,
- a certificate of training from a recognized guide dog or service animal training school.
Care and Control of the Animal:
The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.
If a health and safety concern presents itself for example in the form of a severe allergy to the animal, All-Can will make all reasonable efforts to meet the needs of all individuals.
If a customer with a disability is accompanied by a support person, All-Can will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.
In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed in the presence of a Support Person.
All-Can shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers at www.allcan3pl.com .
Customers can submit feedback in person, in writing, by telephone or email to:
Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
Training will be provided to:
a) all employees, agents and/or contractors who deal with customers on behalf of All-Can; for example salespersons, customer service representatives and call centre staff, dispatch personnel, drivers, warehouse supervisors, managers.
b) those who are involved in the development and approval of customer service policies, practices and procedures.
As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:
- A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
- A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
- Instructions on how to interact and communicate with people with various types of disabilities.
- Instructions on how to interact with people with disabilities who:
- use assistive devices;
- require the assistance of a guide dog, service dog or other service animal; or
- require the use of a support person (including the handling of admission fees).
- Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
- Instructions on what to do if a person with a disability is having difficulty accessing your services.
- All-Can’s policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.
All-Can will provide training as soon as practicable. Training will be provided to new employees, volunteers, agents and/or contractor who deal with the public or act on our behalf as appropriate. Revised training will be provided in the event of changes to legislation, procedures and/or practices.
Record of Training:
All-Can will keep a record of training that includes the dates training was provided and the number of employees who attended the training.
Notice of Availability and Format of Documents
All-Can shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer’s disability. Notification will be given by posting the information in a conspicuous place owned and operated by All-Can, All-Can’s website and/or any other reasonable method.
This policy and its related procedures will be reviewed as required in the event of legislative changes.