The Association of Condominium Managers of Ontario (“ACMO”) is committed to the accessibility of our goods, services and facilities to people with disabilities.
ACMO always strives to provide its services in a way that respects the dignity, independence and integration 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 other customers.
ACMO is committed to meeting the needs of our clients, including people with disabilities and will do so in a timely manner.
ACMO will give people with disabilities the same opportunity to access our products and services and allow them to benefit from the same products and services, in the same place and in a similar way, as other clients.
Policy Development and Availability
ACMO will maintain its accessibility policies in a written format. They will be available to the public and will be provided in an accessible format if requested.
Multi-Year Accessibility Plan
ACMO will maintain its multi-year accessibility plan. The plan will be updated and reviewed at least once every five (5) years. It will show our organization’s commitment to removing barriers and preventing new ones. We will make it available to the public and provide it in an accessible format when requested.
Information and Communications
When providing information to, or communicating with, a person with a disability, we will provide, on request, the information and communication in an accessible format or with a communication support. We will work in consultation with the person with the disability to provide them with the information in a manner that takes into account the person’s disability.
We are committed to working towards an accessible website and website content that will comply with the Worldwide Web Content Accessibility Guidelines initially at Level A and moving towards Level AA standards.
Our employment practices will include notification of the availability of accommodation for applicants with disabilities, as well as supports for staff with disabilities. Where employee needs dictate, we will provide individualized workplace emergency response information to employees who have a disability. Our performance management and career development processes will take into account the accessibility needs of our employees with disabilities.
Documented Individual Accommodation Plans
Our process for the development of documented individual accommodation plans includes:
- How we include the employee in the development of the plan
- How we consider the employee on an individual basis
- How we would proceed in getting a medical or other expert’s opinion on the accommodation of the employee at our own expense
- How other representatives or agents may or may not be involved
- How the employee’s personal information will be protected
- How often the plan will be reviewed and how it will be done
- How the plan will be provided in a format that respects that individual’s needs due to a disability
Return to Work Process
Our process for the development of a return to work process for employees with disabilities who have been absent due to their disability and require accommodations to return to work will:
- Outline the steps we will take to facilitate the employee’s return to work
- Use their individual accommodation plan – where it exists – as part of the process
- l work in conjunction with our LTD Benefits Plan and the employee’s physician(s) to determine the required accommodations for return to work
ACMO will provide training to:
- Persons involved in the development of policies for our organization
- All others who provide goods, services or facilities on behalf of our organization
Training will be provided to staff within ninety (90) days of the individual’s commencement of employment and/or service with ACMO.
Training will cover:
- Accessibility requirements from the Integrated Accessibility Regulation and Accessible Customer Service Standard
- How the Human Rights Code pertains to persons with disabilities
- Changes that are made to accessibility policies
Design of Public Spaces
We will incorporate accessibility requirements under the Integrated Accessibility Standards Regulation when building or redeveloping a public space identified under the Accessible Standard for the Design of Public Spaces Standard.
Providing Goods and Services to People with Disabilities
Clients rely on our personal commitment, pragmatic solutions and “concierge service” to help achieve expected results and successful business goals. In return, we are honoured by our client’s continued confidence and trust, which fosters our enjoyment and privilege of partnering with them every day.
1. Our Commitment
The Association of Condominium Managers of Ontario (“ACMO”) strives at all times to provide its goods and services in a way that respects the dignity, independence and integration 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 other members.
2. Providing Goods and Services to People with Disabilities
ACMO is committed to excellence in serving all 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 ensure that staff who communicate with Clients know how to interact and communicate with people with various types of disabilities.
2.2 Telephone Services
We are committed to providing fully accessible telephone service to our Clients. We will train staff to communicate with Clients over the telephone in clear and plain language and to speak clearly and slowly.
We will offer to communicate with Clients by email, relay services or in person if telephone communication is not suitable to their communication needs or is not available.
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff are trained and familiar with various assistive devices that may be used by Clients with disabilities while accessing our goods and services. In cases where the assistive device presents a safety concern or where accessibility might be an issue, we will assess service delivery and potential service options to meet the specific needs of the individual.
We are committed to providing accessible invoices to all of our Clients. For this reason, invoices will be provided in the following formats upon request: hard copy, large print, or email.
3. 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 on how to interact with people with disabilities who are accompanied by a service animal.
In cases where the service animal is excluded by law from the premises, other measures may be used to achieve participation and integration, such as skype, teleconference or other measures available to ensure accessibility to the goods and/or services.
The person with a disability is responsible for the care, supervision and control of their service animal while on ACMO premises.
If it is not readily apparent that an animal is being used by the person with a disability for reasons relating to his or her disability, they may be asked for verification to confirm the status of the service animal.
We are committed to welcoming people with disabilities who are accompanied by a support person. Any person who is accompanied by a support person will be allowed to enter ACMO’s 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.
4. Notice of Temporary Disruptions
ACMO will provide Clients with notice in the event of a planned disruption in the facilities or services usually used by people with disabilities. In the event of an unexpected disruption in the facilities or services usually used by people with disabilities, ACMO will provide notice of the disruption as soon as possible. These notices will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or service, if available.
The notice will be placed at all public entrances and service counters on our premises.
5. Training for Staff
ACMO will provide training to all of its employees, volunteers and others who deal with the public or other third parties on their behalf, and those who are involved in the development and approvals of customer service policies, practices and procedures. Individuals in the following positions will be trained:
- Support staff personnel
- Reception and mail-room personnel
- Administrative personnel
- Lawyers and law students
This training will be provided to staff and lawyers within ninety (90) days of the individual’s commencement of employment with ACMO.
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
- What to do if a person with a disability is having difficulty in accessing goods and services
- ACMO’s policies, practices and procedures relating to the customer service standard
Applicable staff will be trained on policies, practices and procedures that affect the way goods and 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.
6. Feedback Process
The ultimate goal of ACMO is to meet and surpass customer service 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 ACMO provides goods and services to people with disabilities can be made by email, verbally or written comment.
Address: 2233 Argentia Road, Ste. 304, Mississauga, ON L5N 2X7
All feedback will be directed to the Office Administrator and/or Human Resources. Clients can expect to hear back within ten (10) business days. Complaints will be addressed according to our organization’s regular complaint management procedures.
7. 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. Any policy of ACMO that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
8. Questions About This Policy
This policy exists to achieve service excellence to people 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, the Office Administrator or Human Resources of ACMO.