ACCESSIBILITY FOR ONTARIANS
WITH DISABILITIES ACT (AODA) POLICY

Robinson Consultants Inc. is committed to providing equal treatment to people with disabilities with respect to the use and benefit of our services.

Pursuant to section 6 of Ontario Regulation 429/07, Accessibility Standards for Customer Service, made under the Accessibility for Ontarians with Disabilities Act, 2005, the company ensures that all of its employees as well as suppliers who provide goods and services for Robinson Consultants Inc., are adequately aware of the provision of accessible customer service in accordance with Ontario Regulation 429/07.

OUR MISSION

Robinson Consultants Inc. is committed to ensuring that all aspects of our business are performed in compliance with Government Standards and Guidelines. It is also our mission to ensure that all services at Robinson Consultants Inc. are provided in a manner that respects the dignity, independence, integration and equal opportunity of people with disabilities.

OUR COMMITMENT

In fulfilling our mission, Robinson Consultants Inc. strives at all times to provide its services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as any customer.

PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES

Robinson Consultants Inc. is committed to excellence in serving all customers including individuals with disabilities and we will carry out our functions and responsibilities in the following areas;

Communication

We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

Telephone Services

We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers by fax, website, e-mail or in person, if telephone communication is not suitable to their communication needs or is not available.

Assistive Devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. We will ensure that our staff members are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services. We will also ensure that all staff members know how to use the following assistive devices available on our premises for customers: power assisted doors, ground level access and ramps.

Billing

We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: hard copy, large print, e-mail, or as mutually agreed upon by the customer and Robinson Consultants Inc. We will answer any questions customers may have about the content of the invoice in person, by telephone or by e-mail.

USE OF SERVICE ANIMALS AND SUPPORT PERSONS

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties who are not otherwise excluded by law from the premise. Where excluded by law, Robinson Consultants Inc. will consider alternate measures to enable the persons with a disability to obtain, use or otherwise benefit from our services. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Robinson Consultants Inc. premises with his or her support person unless they are excluded for other unrelated reasons. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

NOTICE OF TEMPORARY DISRUPTION

Robinson Consultants Inc. will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities services, if available.

The notice will be placed at all public entrances, on telephone recordings and at the reception desk on our premises. In appropriate circumstances, the notice will also be posted on Robinson Consultants Inc. Web site. It is recognized that the ability to provide appropriate notice of a disruption may be limited in cases of an emergency that caused the temporary disruption.

EMPLOYMENT

Robinson Consultants will make suitable accommodations for persons with disabilities throughout the selection process. Robinson Consultants will notify all applicants that accommodation is available throughout the selection process and will work with persons with a disability to make adjustments to the selection process in a way that best suits their needs.

Robinson Consultants will work with employees with disabilities to develop a formal, written, individualized accommodation plan which will be reviewed and updated annually or when there is a change to the physical space or accommodation needs of that individual.

All successful candidates, new hires, as well as current staff, will be notified of Robinson Consultants commitment to accommodating employees with disabilities in order to provide equal opportunity of employment.

PROCESS TO ACCOMMODATE EMPLOYEES

Robinson Consultants will continue to take the following steps to ensure that internal process regarding return to work practices, performance management, career development and job changes take into account accessibility needs of employees.

• We will review processes to identify barriers to accessibility that may exist;
• We will consult with employees who have advised us of a disability that requires accommodation.

TRAINING FOR STAFF

Robinson Consultants Inc. will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures.

Training will include the following:

• The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of 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 power assisted doors and ramp available on our premises or otherwise that may help with the provision of services to people with disabilities.
• What to do if a person with a disability is having difficulty in accessing Robinson Consultants Inc. services.
• Robinson Consultants Inc. policies, practices and procedures relating to the customer service standard.
• Requirements pertaining to persons with disabilities as outlined by the Ontario Human Rights Code.

Applicable staff will be trained on policies, practices and procedures that affect the way services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

FEEDBACK PROCESS

The ultimate goal of Robinson Consultants Inc. is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way Robinson Consultants Inc. provides services to people with disabilities can be made online, by e-mail, verbally, by letter or by telephone. All feedback should be directed to the AODA Compliance Officer at This email address is being protected from spambots. You need JavaScript enabled to view it. or by phone at 613-592-6060 ext. 156.

Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns that were submitted.

MODIFICATIONS TO THIS OR OTHER POLICIES

We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of Robinson Consultants Inc. that does not respect and promote the dignity and independence of people with disabilities will be reviewed and amended as appropriate.

QUESTIONS ABOUT THIS POLICY

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to, President of Robinson Consultants Inc. or his/her designate.

AODA DOCUMENTS

Download a complete copy of our Integrated Accessibility Standards Policy or our Multi-year Accessibility Plan.