Accessibility Policy

Community Living Oakville (CLO) strives at all times to provide goods and services in a way that respects the dignity and independence of persons with disabilities. CLO is committed to ensuring that people with disabilities are able to access our services in the same place and similar way as those without disabilities. CLO will comply with all aspects of the Accessibility for Ontarians with Disabilities Act (AODA) and the Human Rights Code and strives to ensure that all locations owned or operated by CLO provide barrier free services, supports, environments and employment. CLO recognizes that the key principals of accessibility are independence, dignity, integration and equality.

This policy applies to all employees, volunteers and board members.


Accessible Customer Service for People Supported by CLO

CLO will include any supports that a person requires to access services in their Individual Support Plan (ISP). All people receiving service from CLO will have access to the assessments, assistive devices and services to provide them with the most effective means of communication available to them. Access to services will be provided to people in a manner that respects their religious affiliation, cultural diversity, sexual orientation and heritage.

Any barriers to accessibility will be noted in the ISP along with the steps taken to resolve the issue. CLO will maintain a list of renovations required to remove barriers to accessibility for people receiving services and will complete renovations as funds become available. All intervention plans and interventions will consider the accessibility needs of the person. Any movement of people within CLO or outside of the Agency will consider the accessibility needs of the person.

CLO will consider structural, environmental, communication, attitudinal, financial, transportation and language barriers when reviewing accessible services.

Accessible Customer Service for Persons Seeking Goods and Services at CLO.

To ensure the best possible customer service CLO will communicate with people with disabilities in a manner that takes into account their disability. CLO will make every effort to provide alternate service methods to accommodate individual needs (i.e. written format, telephone, email, large print, interpreter).

Assistive Devices

CLO will ensure staff are trained and familiar with any assistive devices that may be used by individuals to access services.

Service Animals

CLO welcomes people with disabilities and their service animals. Employees will be trained on how to interact with individuals with service animals as required.

Support Persons

CLO welcomes any support person that may accompany a person on CLO premises or functions. A support person can be a paid support worker, a volunteer, a family member or a friend. A support person may help the person with communicating, mobility, personal care or medical needs. CLO will notify customers in advance if a fee will be charged for any support person at any CLO function or activity.

Notice of Temporary Disruption

Individuals will be notified of any planned or unplanned disruptions of services. Notice may take the form of phone messages, emails, letters, posted notices, website or in person. The notice will include the following information type of disruption, reason for disruption, anticipated duration of disruption and alternative service locations, if any.

Feedback Process

CLO welcomes comments and feedback on how our services are provided. People who wish to provide feedback on how CLO provides services to people with disabilities can do so in person, by mail, by email or voice message to the manager of the service area and the director of services. Surveys and questionnaires are distributed to families, individuals and staff to provide opportunities for feedback. Contact information is available on the website or by calling (905) 844-0146. Complaints will be addressed according to CLO’s complaints process.


CLO provides services to individuals with developmental disabilities and provides training for employees on various types of disabilities and use of assistive devices. All employees and volunteers will be trained on the Accessibility Policy at the time of hire and will review the policy and any revisions annually.


The Accessibility for Ontarians with Disabilities Act, O. Reg 429/07 shall not apply during any period declared as a “State of Emergency” as defined under the Emergency Management and Civil Protection Act.

Review and Changes to Policies

No changes will be made to this or any other policy before considering the impact on people with disabilities. Any policy of CLO that does not respect and promote the dignity and independence of people with disabilities will be modified or removed. This policy will be reviewed at least once a year to ensure compliance with the legislation and reporting requirements.

Notice of Availability of Documents

Notice of how to obtain a copy of CLO’s Accessibility Policy will be posted at 301 Wyecroft in all reception areas and will be posted on the CLO website. The notice will include information on what documents are available and how customers can obtain a copy. A copy of the required documents will be provided to anyone who asks for them in their preferred format within ten (10) business days. A request for these documents can be made by contacting Human Resources.

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