Accessibility Standards for Service Policy

The following policy, practices, and procedures have been established by CLAC to govern the provision of its services in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and Regulation 429/07 “Accessibility Standards for Customer service.”

CLAC strives at all times to ensure that our policies, practices, and procedures are consistent with the principles outlined in the Accessibility Standards for Customer Service, specifically:

  • Our programs and services must be provided in a manner that respects the dignity and independence of persons with disabilities.
  • Persons with disabilities must be given the same opportunity provided to other members of the public to access our programs and services.

CLAC maintains a multiyear accessibility plan outlining our strategy to comply with the applicable regulations. 



We will communicate with persons with disabilities in ways that take into account their disability.

We will communicate with members of the public in person, in writing, by electronic mail, telephone, and through relay services.

We will train staff who communicate with the public on how to interact and communicate with persons with various types of disabilities.


Assistive Devices

We are committed to serving persons with disabilities who use assistive devices to access our programs and services.

Our staff will be trained on any assistive devices available on our premises.


Use of Service Animals

We recognize that some individuals with disabilities may require the use service animals to access our programs and services. We welcome persons with disabilities who are accompanied by a service animal to all parts of our premises and to keep the animal with them.


Use of Support Persons

We recognize that some individuals with disabilities rely on support persons for assistance while accessing our programs and services. A person with a disability and their support person will be allowed to enter our premises. They will not be prevented from having access to each other while on the premises.

Support persons accompanying or assisting individuals with disabilities may be required to abide by our conflict of interest and confidentiality policies.

When support persons are required (e.g., sign language interpreters, real-time captioners, attendants) for CLAC-sponsored meetings or CLAC consultations, events, or information sessions, CLAC will pay support persons directly for their time and travel expenses upon request, in accordance with the usual CLAC guidelines.


Notice of Temporary Disruption

CLAC will provide members/visitors with notice in the event of a planned or unexpected disruption to the facilities or services usually accessed by persons with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

The notice of the disruption will normally be posted at all public entrances to our premises. Depending on the nature of the disruption, notice will also be provided on outgoing telephone messages and on our website.


Training for Staff

CLAC will provide training to its staff who deal with members/visitors and all those who are involved in the development and approvals of CLAC policies, practices, and procedures about the provision of services to persons with disabilities.

Staff will be trained on an ongoing basis when changes are made to these policies, practices, and procedures. New staff will be trained as part of their orientation upon employment.

Training will include the following:

  • A review of this policy and any other practices and procedures relating to the Accessibility Standards for Customer Service
  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of Accessibility Standards for Customer Service.
  • How to interact and communicate with people with various types of disabilities, including those who use assistive devices, service animals, or support persons.
  • How to use any equipment or devices available on our premises, or otherwise, that may assist with the provision of programs or services to persons with disabilities.
  • What to do if a person with a disability is having difficulty in accessing CLAC programs and services.

CLAC will keep record of the training it provides.


Feedback Process

The ultimate goal of this policy is to meet program and service expectations while serving persons with disabilities. Comments on our programs and services regarding how well those expectations are being met are welcome and appreciated.

CLAC will let members/visitors know that methods are available for giving feedback. If a method is not suitable, individuals may request another method. Privacy will be respected and all feedback will be reviewed for possible action that can be taken to improve access to our programs and services.

Feedback received will be directed to CLAC’s regional directors and will be addressed in accordance with our normal complaints administration procedures and timelines. Where possible, complaints will be addressed immediately. However, some complaints may require more time to address, and must be reviewed for action, possibly at a higher level.

Feedback responses will endeavour to be in a format that is accessible to the complainant.


Modifications to this or Other Policies

We are committed to ensuring that our service policies, practices, and procedures respect and promote the dignity and independence of all persons with disabilities. Therefore, no changes will be made to this policy before considering the impact on persons with disabilities.

Any policy of CLAC affecting service that does not respect and promote the dignity and independence, integration, and equal opportunity of persons with disabilities will be modified or removed.


Questions about this Policy

This policy exists to achieve service excellence to persons with disabilities. If anyone has a question about the policy, or if the purpose of this policy is not understood, please contact the Human Resources Department.