Accessibility

Accessibility Policy Statement

Effective date: July 11, 2019

OSG is committed to providing a barrier-free environment for all workers, job applicants, clients, customers, and visitors who may access our premises or services. We respect the dignity and independence of all individuals with disabilities and shall provide integrated services, alternative measures, and equal opportunities that comply with standards outlined under the Accessibility for Ontarians with Disabilities Act, 2005 and associated regulations.

OSG, as an employer, is responsible to ensure that employment practices meet accessibility standards, as well as the needs of all employees or job applicants with disabilities. As such, all policies, practices, and procedures shall comply with accessibility legislation and receive an annual review in order to ensure that accessibility standards continue to be met.

OSG recognizes our responsibility to prevent and remove barriers to accessibility. We will continue to meet the needs of individuals with disabilities in a timely and effective manner. To ensure these commitments, we will provide accessibility training and education to employees and managers, create and implement necessary accommodations, and provide communications in accessible formats as requested.

Accessible Customer Service Standards

OSG is committed to providing accessible customer service to persons with disabilities. This policy demonstrates how OSG will meet Customer Service Standards as required under the Ontarians with Disabilities Act, 2005. 

Provision of Goods and Services 

OSG will develop, implement and maintain policies that relate to the provision of goods, services or facilities to persons with disabilities. Every reasonable effort will be made to ensure that all policies, practices and procedures are consistent with the Accessibility for Ontarians with Disabilities Act. 

OSG will ensure that:

• Goods, services and facilities are provided in a way that respects the dignity and independence of persons with disabilities.
• Alternative measures are provided to persons with disabilities in order to enable them to obtain, use or benefit from goods, services and facilities.
• Persons with disabilities are given opportunities that are equal to that given to others to obtain, use or benefit from goods, services and facilities.
• A person’s disability is considered when communicating with that individual.

OSG will prepare a document that describes its policies in relation to the provision of goods, services and facilities. The persons who use OSG’s goods, services or facilities will be notified that this document is available and will be provided upon request. This notice will be posted in conspicuous places within the office and on the company website.

Use of Assistive Devices

Persons with disabilities are permitted to use personal assistive devices when accessing or using our goods, services, and facilities.

Use of Guide Dogs, Service Animals and Support Persons 

Definitions 

Guide Dog: A dog trained and qualified to serve as a guide for a blind person.

Service Animal: An animal that is readily identified by a visual indicator as one that is being used by a person for reasons related to the person’s disability; or an animal that is identified as a service animal by documentation from a regulated health professional.

Support Persons: Another person who accompanies a person with a disability to help with communication, mobility, personal care, medical needs, or with access to goods, services or facilities.

How it Works

1. Persons with disabilities are permitted to be accompanied by a guide dog or other service animal while on company premises unless the animal is excluded by law.
2. Persons with disabilities are permitted to be accompanied by a support person and have access to the support person while on company premises.
3. A support person is a person who accompanies a person with a disability in order to provide assistance with access to goods and services. This may include assistance with communication, personal needs, medical needs, or mobility.
4. If OSG requires a person with a disability to be accompanied by a support person when on company premises, OSG shall waive any admission fees for the support person.
5. OSG shall provide advance notice if there is an admission fee for support persons.
6. OSG will prepare a document that describes its policies in relation to the use of guide dogs, services animals and support persons. The persons who use OSG’s goods, services or facilities will be notified that this document is available and will be provided upon request. This notice will be posted in conspicuous places within the office and on the company website.

Notice of Temporary Disruption

OSG will notify the public if there is a disruption of any facilities or services that persons with disabilities use. Notice will include:

• the reason for the disruption,
• the anticipated duration of the disruption, and
• a description of any alternative facilities or services that may be available.

Notice will be posted in conspicuous places within the office and on the company website. 

In the event that a disruption occurs, OSG will prepare a document that includes the steps that will be taken in relation to the disruption. The persons who use OSG’s goods, services or facilities will be notified that this document is available and will be provided upon request. 

Training  

Applicable employees at OSG will receive training on customer service accessibility standards and requirements under the Accessibility for Ontarians with Disabilities Act, 2005.

OSG will ensure that the following individuals receive training about the provision of OSG’s goods, services or facilities to persons with disabilities:

• OSG employees and volunteers.
• Individuals who participate in the development of OSG’s policies.
• Individuals who provide goods, services or facilities on behalf of OSG.

Training will include:

• The purposes of the Accessibility for Ontarians with Disabilities Act, 2005.
• How to communicate and interact with persons with disabilities who use an assistive device or guide dog, service animal, or a support person.
• How to use the assistive equipment or devices provided by OSG.
• What to do if a person with a disability is having difficulty accessing OSG’s goods, services, or facilities.

All new employees and volunteers will receive training during the onboarding period. Training will be provided on an ongoing basis in respect of changes to existing policies.

OSG will keep records of training programs, including the training dates, and the number of individuals who receive training.

OSG will prepare a document that describes the training program, summarizes the training content and states when the training will be delivered. The persons who use OSG’s goods, services or facilities will be notified that this document is available and will be provided upon request. Notice will be posted in conspicuous places within the office and on the company website.

Customer Feedback

OSG encourages and welcomes all feedback regarding the accessibility of the workplace, as well as goods and services.  All information related to the feedback process is readily available to any member of the public.

Customers can submit their feedback by phone, email, or mail.