Ininew Friendship Centre

POLICY: Customer Service (AODA)
Section: AODA
Effective Date: October 30, 2013
Most Recent Revision:  





This policy applies to all employees.



The Ininew Friendship Centre is committed to excellence in serving all clients/visitors including people with disabilities.


Exceptions to this policy may be made only with the approval of the Board of Directors.




The Ininew Friendship Centre has an expectation of providing excellent client/visitor service to all current and potential customers from each and every employee.


Assistive Devices

We will ensure that our employees are trained and familiar with various assistive devices that may be used by clients/visitors with disabilities while accessing our goods or services.



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 all parts of our premises that are open to the public, except where prohibited by law.


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. Fees will not be charged for support persons.




Notice of Disruption

In the event of a planned or unexpected disruption to services or facilities for clients/visitors with disabilities, the Ininew Friendship Centre will notify clients/visitors promptly. The clearly posted notice will include information about the reason for disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be posted on the front door, and on the telephone answering machine so it is easily found.


Training for Staff

The Ininew Friendship Centre will provide training to employees, volunteers and others who deal with the public on their behalf. 


Training will be provided in orientation and training sessions for all staff. Staff will also be trained when changes are made to the plan and will be provided with refresher training annually.


Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • Ininew Friendship Centre’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 assistive devices (e.g. wheelchair lifts, TTY, etc.) available on-site or otherwise that my help with providing goods or services to people with disabilities.
  • What to do if a person with a disability is having difficulty in accessing Ininew Friendship Centre’s goods and services.


Training records will be kept indicating the number of employees trained and the date training was provided.


Feedback Process

We encourage our client’s/visitors who wish to provide any feedback to the Ininew Friendship Centre on this policy to e-mail, verbally via telephone or in-person or by mail.


All feedback will be directed to the Executive Director. Clients/visitors can expect to hear back in 5 days.


Any feedback provided will be kept on file by the Executive Director.