Integrated Accessibility Standards Regulation Policy and Procedure

Last Updated September 2021

    Providing Goods and Services to People with Disabilities

    • Purpose
    • The Accessibility for Ontarians with Disabilities Act (AODA), Ontario Regulation191/11, entitled “Integrated Accessibility Standards Regulation” (“The Regulation”), came into force July 1, 2011. “The Regulation” establishes accessibility standards for customer service, information and communications, employment, transportation, and design of public spaces. Etoile Marketing Solutions, Inc. is committed to working towards being compliant with all the standards that apply to Etoile Marketing Solutions, Inc. under the AODA.
    • The purpose of this Policy and Procedure is to provide a framework within which accessibility plans and initiatives are to be created in order to move the organization towards the goal of improved accessibility for people with disabilities. Etoile Marketing Solutions, Inc. endeavours to provide accessibility and accommodation as prescribed in the AODA.
    • Commitment
    • Etoile Marketing Solutions, Inc. is committed to the principles of independence, dignity, integration and equality of opportunity described in the AODA and to meeting the needs of people with disabilities in a timely manner, through the implementation of this policy.
    • Etoile Marketing Solutions, Inc. is committed to establishing, maintaining and implementing policies as well as associated practices and procedures in “The Regulation”, specifically in the areas of customer service, information and communications, and employment, and to meet the accessibility needs of people with disabilities in a timely manner.
    • Etoile Marketing Solutions, Inc. is committed to ongoing improvements to accessibility in its premises and facilities as required by law, as well as to the services offered to customers, employees, volunteers and members of the general public.
    • Etoile Marketing Solutions, Inc. is committed to the establishment, implementation, maintenance and documentation of a multi-year accessibility plan which outlines the organization's strategy to prevent and remove barriers and meet its requirements under “The Regulation”.
    • Training
    • Etoile Marketing Solutions, Inc. is committed to the training of all employees, volunteers, persons who deal with customers and the public on behalf of Etoile Marketing Solutions, Inc., and persons participating in the development and approval of Etoile Marketing Solutions, Inc. policies, practices and procedures on the requirements under “The Regulation” and the Human Rights Code, as it pertains to persons with disabilities.
    • Responsibility
    • This policy applies to Etoile Marketing Solutions, Inc.:
    1. Customers
    2. Employees
    3. Volunteers
    4. Visitors
    5. Applicants for employment
    6. Independent Contractors and other persons who provide goods or services on behalf of Etoile Marketing Solutions, Inc.
    7. Service Contractors and Sub-contractors
    • Managers, immediate supervisors and department heads are responsible for ensuring that all employees follow the guidelines set out in this Policy.
    • Each manager, immediate supervisor and department head is responsible to ensure all employees are trained under the Accessibility Regulations and Standards under the AODA, the Human Rights Code and all related policies, practices and procedures.
    • As legislation and compliance requirements are updated, appropriate ongoing training will be provided.
    • All employees, volunteers, contractors and subcontractors, any other person acting on behalf of Etoile Marketing Solutions, Inc. and persons involved in the creation of Etoile Marketing Solutions, Inc. policies are responsible for adhering to, and following the commitments set out in this policy.
    • CUSTOMER SERVICE STANDARD
    • Refer to Etoile Marketing Solutions, Inc. Accessible Customer Service Policy and Procedure
    • INFORMATION AND COMMUNICATIONS STANDARD
    • Feedback
    • Etoile Marketing Solutions, Inc. is committed to providing high quality goods and services to all of its customers. Feedback from customers and/or third parties is welcomed as it may identify areas that require change and encourage continuous improvement.
    • Feedback from a member of the public about the delivery of goods and services to persons with disabilities may be provided by telephone, in person, in writing, in electronic format or through other methods. Feedback related to issues regarding accessibility for people with disabilities should be directed to Etoile Marketing Solutions, Inc. through our Accessibility Officer by email info@marketing360.ca or other appropriate methods.
    • If anyone wishes to be contacted about their feedback, they must provide their name and contact information.
    • Complaints will be addressed according to the procedure already established in Etoile Marketing Solutions, Inc. complaint management process.
    • Accessible Formats and Communication Supports
    • Etoile Marketing Solutions, Inc. is committed to meeting alternative format requests in a timely fashion that responds appropriately to any situation.
    • Etoile Marketing Solutions, Inc. will provide, or make arrangements for, accessible formats and information, and communication supports when a person with disabilities requests them.
    • Emergency Procedures and Plans
    • Etoile Marketing Solutions, Inc. will ensure that emergency procedures and plans or safety information meet the needs of persons with disabilities and will provide this information in an accessible format or with communications supports, on request.
    • Accessible Websites and Web Content
    • Etoile Marketing Solutions, Inc. will conform to the World Wide Web Consortium’s Web Content Accessibility Guidelines as outlined in “The Regulation” (WCAG) 2.0 Level AA as outlined in the Information and Communications Standard.
    • ACCESSIBILITY EMPLOYMENT STANDARDS
    • Recruitment, Assessment and Selection Process
    • Etoile Marketing Solutions, Inc. is committed to ensuring that people with disabilities have the same opportunity of access to employment opportunities as all prospective employees and employees. The company will ensure that in its recruitment practices the public is made aware that it will provide accommodation for applicants with disabilities in its recruitment, assessment and selection processes.
    • When Etoile Marketing Solutions, Inc. selects job applicants during a job selection process, we will make applicants aware that, upon request, they have access to accommodation in relation to materials and processes that will be used for applicant selection and that take into account their accessibility needs due to a disability.
    • When Etoile Marketing Solutions, Inc. makes an offer of employment, we will notify the successful applicant of our policy of accommodating employees with disabilities.
    • Accessible Formats and Communication Supports for Employees
    • Where an employee with a disability so requests, Etoile Marketing Solutions, Inc. will consult with the employee to provide or arrange for accessible formats and communication supports, in relation to information that is generally available to employees and that the employee needs to perform their job.
    • Workplace Emergency Response Information
    • Etoile Marketing Solutions, Inc. will ensure that individualized workplace emergency response information is provided to employees who have a disability, provided that the disability is such that individualized information is necessary and Etoile Marketing Solutions, Inc. have been made aware of the need for accommodation due to disability. Etoile Marketing Solutions, Inc. will provide the necessary information as soon as is practicable after becoming aware of the need for accommodation.
    • If an employee who receives individualized workplace emergency response information requires assistance, Etoile Marketing Solutions, Inc. will, with the consent of the employee, provide such information to the person designated to provide assistance to the employee.
    • Etoile Marketing Solutions, Inc. will review individualized workplace emergency response information when:
    • a) The employee moves to a different location in Etoile Marketing Solutions, Inc..
    • b) The employee’s accommodation needs or plans are reviewed.
    • c) When the site where the employee is working reviews its general emergency response procedures.
    • Individual Accommodation Plans
    • Etoile Marketing Solutions, Inc. will have a process in place for the development of individual accommodation plans for employees with disabilities. The process will address:
    1. How an employee requesting the accommodation can participate in the process.
    2. The means by which the employee is assessed on an individual basis.
    3. How the company can request an evaluation by a medical or other expert in determining if and how accommodation can be achieved.
    4. How the employee can be represented.
    5. Steps taken to protect the privacy of personal information.
    6. The frequency with which the accommodation plan will be reviewed and updated.
    7. How the reasons for denying an individual accommodation plan will be provided to an employee if the accommodation is denied.
    8. How Etoile Marketing Solutions, Inc. will ensure that the individual accommodation plan is provided in a format that takes into account the employee’s accessibility needs due to the disability.
    • Return to Work Process
    • Etoile Marketing Solutions, Inc. will follow its established Early and Safe Return to Work Procedure.
    • Performance Management Process
    • In administering performance management processes with respect to employees with disabilities, Etoile Marketing Solutions, Inc. will take into account the accessibility needs of employees with disabilities as well as individual accommodation plans.
    • Career Development and Advancement
    • Etoile Marketing Solutions, Inc. will take into account the accessibility needs of employees with disabilities as well as individual accommodation plans.
    • Redeployment
    • Etoile Marketing Solutions, Inc. will take into account the accessibility needs of employees with disabilities as well as individual accommodation plans during the redeployment process.
    • DESIGN OF PUBLIC SPACES STANDARD
    • Parking
    • The building of new company owned parking spaces and redevelopment of any existing parking spaces will be built and maintained as legislated.
    • Service Counters and Waiting Areas
    • The building, redevelopment or major changes to new service counters and waiting areas will be built and maintained as legislated.
    • RECORD KEEPING
    • Etoile Marketing Solutions, Inc. will maintain accurate records of training delivered to employees and make these records available for inspection as may be required.

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