Accessibility Policies

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Accessible Customer Service Policy

The City of Peterborough has a policy to help remove barriers for people with disabilities so they can access City goods, services and facilities. The policy guides how we serve people with disabilities.

 Purpose, policy statements and application

Purpose

This policy and its related procedures facilitate compliance with the Accessibility Standards for Customer Service Regulation made under the Accessibility for Ontarians with Disabilities Act (AODA), and other relevant sections of that Act, and the Ontarians with Disabilities Act (ODA).

Policy Statements

The City will use reasonable efforts to ensure that its policies, procedures, and practices regarding the provision of goods and services to all residents, including people with disabilities, are consistent with the following principles:

  • Goods and services will be provided in a manner that respects the dignity and independence of all residents;
  • The provision of goods and services to people with disabilities will be integrated with conventional service unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use, or benefit from City goods and services; and
  • All residents will be given an equal opportunity to obtain, use, and benefit from City goods and services.

People with disabilities can use assistive devices to obtain, use, or benefit from City goods or services. Exceptions could occur if a customer service representative (CSR) determines that the assistive device poses a safety risk. In such situations, and in situations where greater accessibility may be provided, CSRs will offer alternate service options.

The City will ensure that all CSRs receive accessible customer service training in accordance with section 6 of the Accessibility Standards for Customer Service Regulation.

When communicating with a person with a disability, CSRs will do so in a manner that takes into account the person’s disability.

Application

This policy and its related procedures apply to:

  • every customer service representative (CSR); and
  • anyone who participates in or oversees the development of City policies, practices, and procedures governing the provision of goods or services to members of the public or other third parties.
 Definitions and acronyms

Agent

A person or business providing goods or services on behalf of the City through a contract or agreement.

Assistive Device

A device that is used by people with disabilities to help with daily living, including cognition aids, communication aids, medical aids, and personal mobility aids. Examples include: wheel chairs, walkers, white canes, oxygen tanks, portable chalkboards, and electronic communication devices.

City

The Corporation of the City of Peterborough.

City Goods or Services

Goods or services provided by the City or an Agent on behalf of the City.

Customer Service Representative (CSR)

An employee, agent, volunteer or otherwise who, on behalf of the City, provides or oversees the provision of City Goods or Services to members of the public or other third parties.

Disability

"Disability" as defined in the Human Rights Code, 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 coordination, 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.

Third Party

A representative of a business or organization who is receiving City Goods or Services or acting in an official capacity. Examples include Provincial inspectors, vendors, or local media.

 Appendix and related documents

Pertinent Resources

Accessibility for Ontarians with Disabilities Act, 2005 (AODA)

Ontarians with Disabilities Act, 2001 (ODA)

Accessibility Standards for Customer Service (ACS)

Report CPFPRS09-015 Accessible Customer Service Policy

Committee of the Whole Report 14 of a meeting of June 29, 2009

Minutes of a City Council Meeting of July 6, 2009

Related Policies

Not applicable

Related Procedures

Accessibility Training Procedure

Assistive Devices and Services Procedure

Communicating with People with Disabilities Procedure

Customer Service Feedback Procedure

Notice and Provision of Documents in Accessible Formats Procedure

Service Animals Procedure Support Persons Procedure

Temporary Disruptions Procedure

Related Forms

Accessibility Report Template

Miscellaneous

Accessibility Training Resources

 Approval, amendment and review dates

2009-07-06

City Council approved Item 21 of Committee of the Whole Report 14 of a meeting of June 29, 2009, recommending approval of the Accessible Customer Service Policy.

2012-12-21

Review of policy completed by Customer Service office. No changes made to the policy. The next review date is set for 2015-01-01.

2013-01-01

No changes were made to the content of the policy. Policy revised to move to new policy template.

Integrated Accessibility Standards Policy

The City of Peterborough has a policy to help make information, employment, transportation and public spaces more accessible to people with disabilities. The policy guides the City’s accessibility plan and training program, and helps build accessibility into every purchase we make.

Purpose, policy statements and application

Purpose

This policy and its related procedures facilitate compliance with the Integrated Accessibility Standards Regulation (IASR) of the Accessibility for Ontarians with Disabilities Act (AODA), and other relevant sections of that Act, as may be amended from time to time.

This policy and its related procedures facilitate the identification, removal, and prevention of barriers to people with disabilities to enable better access to municipal goods, services and facilities.

Policy Statements

The City is committed to meeting the accessibility needs of people with disabilities in a timely manner. To comply with the General Requirements of the IASR, with compliance dates from 2013 to 2014, the City will:

  • establish, maintain, and update a multi-year accessibility plan at least every five years, in accordance with the requirements of section 4 of the IASR, outlining the City's strategy to prevent and remove barriers for people with disabilities and prepare an annual status report on the plan;
  • incorporate accessibility criteria and features when procuring or acquiring goods, services, or facilities, including self-service kiosks, in accordance with the requirements of section 5 of the IASR, except where it is not practicable, the City will provide an explanation, upon request; and
  • ensure that training is provided on the requirements of the accessibility standards in accordance with section 7 of the IASR, as well as the Human Rights Code as it relates to people with disabilities.

To comply with the Information and Communication Standard requirements of the IASR, with compliance dates from 2012 to 2021, the City will create, provide and receive information and communications in ways that are accessible for people with disabilities.

To comply with the Employment Standard requirements of the IASR, with compliance dates from 2012 to 2014, the City will identify, prevent and remove barriers across the employment life cycle for people with disabilities.

To comply with the Transportation Standard requirements of the IASR, with compliance dates from 2011 to 2017, the City will implement accessible transit service and facilities.

Failure to comply with this Policy or the requirements of the IASR could result in penalties as prescribed in Part V of the IASR.

Application

This policy and its related procedures apply to the following, unless otherwise stated:

  • all City employees, volunteers, agencies, boards and commissions; and
  • anyone who participates in or oversees the development of City policies, practices, and procedures governing the provision of municipal goods, services or facilities to members of the public or other third parties.
Definitions and acronyms

Barrier

Obstacles that keep people with disabilities from fully participating in all aspects of society because of their disability. Examples include attitude, technology, architectural/ structural, information and communication, and systemic.

City

The Corporation of the City of Peterborough, its elected and appointed officials, its agencies, boards, commissions, and advisory committees.

Disability

"Disability" as defined in the Human Rights Code, 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 coordination, 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.

Employment Life Cycle

Processes involved in designing a job, identifying the essential duties, recruiting and hiring a person to do the job, retention of the employee and termination.

Kiosk

An interactive electronic terminal, including a point-of-sale device, intended for public use that allows users to access one or more services or products or both.

Municipal Goods, Services or Facilities

Goods, services or facilities provided by the City or an agent on behalf of the City.

Third Party

A representative of a business or organization who is receiving municipal goods or services or acting in an official capacity. Examples include, but are not limited to, Provincial inspectors, vendors, or local media.

Appendix and related documents

Pertinent Resources

Accessibility for Ontarians with Disabilities Act, 2005 (AODA)

Ontarians with Disabilities Act, 2001 (ODA)

Integrated Accessibility Standards Regulation (IASR)

Accessible Vehicles Regulation

Workplace Safety and Insurance Act, 1997

Emergency Management Act, 1990

Report CP12-004 Integrated Accessibility Standards Policy

Related Policies

Freedom of Information and Protection of Privacy Act

Related Procedures

Information and Communication Procedure

Employment Procedure

Transportation Procedure

Customer Service Feedback Procedure

Return to Work Program

Individual Accommodation Request for People with Disabilities

Accessible Format Request for People with Disabilities

Related Forms

Accessible Format Request Form

Individual Accommodation Request Form

Approval, amendment and review dates

2012-09-10

Integrated Accessibility Standards Policy approved by Council.

2013-01-01

No changes were made to the content of the policy. Policy revised to move to new policy template.

Next Review Date

2014-01-01

Accessibility Procedures

The accessibility procedures outline rules on how to serve people with disabilities and how to make information, employment, transportation and public spaces more accessible. The rules help people with disabilities live, work and participate in the community.

 Accessible Customer Service Training Procedure
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 Assistive Devices and Services for People with Disabilities Procedure
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 Communicating and Interacting with People with Disabilities Procedure
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 Feedback for Accessible Customer Service Procedure
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 Availability of Accessible Customer Service Documents Procedure
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 Service Animals for People with Disabilities Procedure
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 Support Persons for People with Disabilities Procedure
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 Temporary Service Disruptions Procedure
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  IAS Employment Procedure
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 IAS Information and Communication Procedure
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 IAS Purchasing Procedure
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 IAS Transportation Procedure 
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