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Customer Service Policies

In fulfilling our mission, Association of Ontario Health Centres strives at all times to provide its services in a way that respects the dignity and independence, integration and equal opportunity of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our services and allowing them to benefit from the same services, in the same place and in a similar way as other clients.

Association of Ontario Health Centres is committed to excellence in serving our clients including people with disabilities and we will carry out our functions and responsibilities in the following areas:

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

We will train staff who communicate with clients 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 clients. We will train staff to communicate with customers over the telephone in clear plain language and to speak clearly and slowly.
We will offer to communicate with customers by e-mail 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 are trained and are familiar with various assistive devises that may be used by customers with disabilities while accessing our services.

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.
We will answer any questions customers may have about the content of the invoice, by telephone or 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. 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 Association of Ontario Health Centers’ premises with his or her support person. 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.

Fees will not be charged for support persons for admission to our programs. Clients will be informed of this by a notice that will be posted at Association of Ontario Health Centers’ premises.

Notice of temporary disruption
Association of Ontario Health Centres will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services used by the people with disabilities. Our first response will be to call all affected parties of the disruption of service. 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 will also be placed at all public and services areas of our premises.

Training of staff
Association of Ontario Health Centres 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 be provided within 6 months after hire.

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 disabilities who use an assistive device or require the assistance of a service animal or a support person
  • What to do if a person with a disability is having difficulty in accessing Association of Ontario Health Centres’ services
  • Association of Ontario Health Centres’ policies, practices and procedures relating to the customer service standard.

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 Association of Ontario Health Centres is to meet and surpass customer service expectations while serving clients with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way Association of Ontario Health Centres provides services to people with disabilities can be made by email at, verbally to a supervisor, by phone at 416-236-2539 ext. 241, or on our feedback form available at the front desk and on our website at All feedback will be directed to the Chief Executive Officer. Clients can expect to hear back in 3 days.
Complaints will be addressed according to complaint categories already established in our organization’s complaint management procedures.

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 of people with disabilities.

Any policy of Association of Ontario Health Centres that does not respect and promote the dignity and independence of people with disabilities will be modified or removed. Information will be provided to our clients in a format that they can understand.

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, a question should be referred to the supervisor on duty or the Chief Executive Officer at 416-236-2539 ext.241.