Daisy Accessibility for Ontarians with Disabilities Act (AODA) Policy

Intent:
Daisy is committed to offering a respectful, accessible, and inclusive environment in the provision services for both clients and employees. Daisy always strives to ensure that, the Accessibility for Ontarians with Disabilities Act (AODA), the standards, and all other applicable legislation about accessibility, are thoroughly observed.

Daisy’s goal is to focus on becoming an environment free of barricades and following the requirements of AODA and its policies and goals related to identifying, removing and preventing barriers to persons with disabilities that might interfere with their ability to make full use of the goods and/or services provided. This policy is available in alternate formats upon request.

Scope:
This policy applies to the provision of goods and services at premises owned and/or operated by Daisy and/or its Franchisees as well as the many exchanges with customers/clients and employees via telephone, video conference, email, or face-to-face. This policy also applies to employees, contractors, consultants, volunteers, interns, or other third parties who deal with the public or who act on behalf of Daisy.

Definitions:
“Disability” means
a) 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 a wheelchair or other remedial appliance or device,
b) a condition of mental impairment or a developmental disability,
c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
d) a mental disorder,
e) An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Guiding Principles:
Daisy will make every reasonable effort to ensure that its policies, practices, and procedures are consistent with the following core principles as outlined in the AODA:

Dignity – ensure persons with disabilities are provided with services in a manner that will allow them to maintain self-respect and the respect of others.
Independence – ensure persons with disabilities have their right to do for themselves and can do things in their way.
Integration – ensure persons with disabilities fully benefit from the same goods and services, in the same place and the same or similar manner as others. This may require alternative formats and flexible approaches.
It means complete participation.
Equal Opportunity – ensure persons with disabilities have the same chances, options, benefits, and results as others.
Procedures and Responsibilities:
Daisy is committed to using reasonable efforts in providing goods and services to all customers including persons with disabilities and will carry out our functions and responsibilities in the following areas:

Communication:
Daisy is committed to ensuring that all of our employees are fully aware of how to interact and communicate with persons with disabilities. We will train our employees who communicate with customers on how to interact and communicate with people with various types of disabilities.

Assistive Devices:
Daisy will ensure our staff are familiar with and aware of any personal assistive devices that may be used by persons with disabilities while accessing our organization and the goods and services Daisy provides. A personal assistive device is any device that is used, designed, made, or adapted to assist persons with disabilities in performing various, everyday tasks such as moving, communicating, reading, writing, or lifting.

Below are some assistive devices guidelines:

  • Persons with disabilities are entitled to use personal assistive devices while accessing any service or location of the organization, except where the use of the device contravenes policies and/or legislation or poses any element of risk or hazard. For example, where elevators are not present and where an individual requires assistive devices for mobility, service will be provided in a location that meets the needs of the customer.
  • Persons with disabilities are entitled to the protection of their privacy and are not required to disclose to the organization information about their disability and/or the need for a personal assistive device unless such information is required by the organization to create and implement an individualized accommodation plan.
  • Employees and other individuals engaged in the delivery of service on behalf of the organization are required to cooperate with the use of a personal assistive device for reasons of improving access to the organization’s services or goods.

Billing:
We are committed to providing accessible invoices to all of our customers. Invoices will be provided in an alternative format upon request. We will answer any questions customers may have about the content of the invoice in person, by telephone or email.

Use of Service Animals:
Service animals or guide dogs and support persons accompanying Daisy clients with disabilities will be welcomed by the organization. Service animals shall be permitted on Daisy premises that are open to the public unless otherwise excluded by law. The organization will do all that it can to assist any support person who accompanies an individual with a disability in accessing Daisy services, and premises.

Please note that a “guide dog” is a dog trained by the regulations under the Blind Persons’ Rights Act. A “service animal” is defined as any animal individually trained to do work or perform tasks for the benefit of an individual with a disability, including, but not limited to, guiding individuals with impaired vision, alerting individuals with impaired hearing, or fetching dropped items. For example, if it is readily apparent that the animal is used by the person for reason relating to their disability or if the person provides a letter from a physician or a nurse confirming that the person required the animal for reasons relating to the disability.

Daisy will ensure that all employees are properly trained on how to interact with people with disabilities who are accompanied by a service animal.

Support Persons:
If a client/customer with a disability is accompanied by a support person the client/customer, along with the support person, will be allowed to enter Daisy premises open to the public or other third parties. At no time will persons with disabilities who are accompanied by a support person be prevented from having access to that person while on our premises.

Daisy will not charge admission fees for support persons/workers to attend Daisy sponsored events. This policy will be included where admission fees are published.

Notice of Temporary Disruption:
In the event of a planned or unexpected disruption to services or facilities, appropriate notification of the disruption will be provided. Visual notices will be placed at entrances and exits onto the organization premises and in affected areas. The notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities, systems, or services, if available.

Notice will be given by posting the information in a visible place on premises owned or operated by the provider of goods and/or services. If an unexpected disruption occurs, notice will be given as soon as possible. In some circumstances, advance notice may not be possible.

Training for Employees:
Daisy will provide appropriate training to all employees, contractors, and others who deal with the public or other third parties on Daisy’s behalf, and to all individuals who are involved in the development and approval of the customer service policies, practices, and procedures.

Training will include information about:

  • Purpose of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the requirements of the Accessibility Standards for Customer Service
  • Purpose of the provincial Human Rights Codes as they apply to individuals with disabilities
  • How to interact and communicate with persons with various types of disabilities
  • How to interact with persons with disabilities who use an assistive device or require the assistance of a guide dog or service animal or a support person
  • What to do if persons with disabilities are having difficulty in accessing Daisy’s goods and services
  • Review of Daisy policies and procedures pertaining to providing accessible customer service to persons with disabilitiesTraining will be provided to all current employees upon this policy taking effect and new employees will be provided such training as part of their orientation. Daisy will also provide revised training to all parties outlined above in the event of legislative changes or changes to policies or procedures and will maintain a record of training that includes dates the training was provided along with the information of the individuals who receive the training.

Feedback Process:
Comments on our services and our accessibility program regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way Daisy provides goods and services to people with disabilities can be made to Human Resources and should be directed to Natasha Cotzaoglou, in writing, in email, in person, or telephone, at the following address:

  • Verbally provide feedback to a manager; or
  • Email aoda@daisyintel.com with the subject “AODA”
  • Email Natasha Cotzaoglou directly at ncotz@daisyintel.com with the subject “AODA – Human Resources”
  • In writing to the Attention to Human Resources, Natasha Cotzaoglou
  • By telephone requesting Human Resources, Natasha Cotzaoglou
  • In-person to Reception or HR at our 260 King Street East, 4th floor, Building A office

The customer is requested to provide their name, email address, and phone number. Once feedback is received, the following actions are taken to respond:

  • The feedback is directed to the appropriate person at Daisy for action
  • The feedback is assessed for appropriate action (note: the customer service standard does not require a response to be provided for all feedback)
  • Customers who require feedback can expect an answer within 5 business days

The feedback process is readily available to the public through:

  • A notice on the Daisy website
  • Other communication channels, as appropriate:

Human Resources c/o Daisy Intelligence Corporation
260 King Street East, Suite A400
Toronto, Ontario, Canada M5A 4L5
Phone: 647-271-0305
ncotz@daisyintel.com

Questions about this policy exist to achieve service excellence to customers with disabilities. Questions about this policy can be directed to Human Resources at Daisy at ncotz@daisyintel.com or aoda@daisyintel.com or by calling 647-271-0305.

Availability of AODA Policy:
In accordance with the AODA, all documents required by the Accessibility Standard for Customer Service, including Daisy’s Accessibility Policy, notices of temporary disruption, training records, and written feedback process are available upon request subject to the Freedom of Information and Protection of Privacy Act (“FIPPA”). Requests for accessible customer service documents should be made to a manager or Human Resources (AODA@daisyintel.com). If a person with a disability requests a copy of this policy, a copy of this policy or the information contained within the policy will be provided in a format to accommodate the person’s disability.

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