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Accessible Customer Service Policy

Providing goods, services or facilities to people with disabilities

Media Sonar is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

Media Sonar understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law, and is committed to complying with both the Ontario Human Rights Code and the AODA.

Media Sonar is committed to excellence in serving all customers, including people with disabilities.

Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

Assistive devices

People with disabilities are always welcome to use their personal assistive devices when accessing our goods, services or facilities.  In cases where the assistive device presents a significant and unavoidable health or safety concern, or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.

We will ensure that our staff are trained and familiar on the use of any assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities.

Communication

We will communicate with people with disabilities in ways that take into account their disability. This may include the following providing information through different mediums (verbally, in writing, in braille, etc.).

We will work with the person with a disability to determine what method of communication works for them.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on any parts of our premises that are open to the public.

 

A service animal is typically easily identified through visual indicators, such as a harness or vest, or when it helps the person perform certain tasks. When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

A regulated health professional is defined as a member of one of the following colleges:

  • College of Audiologists and Speech-Language Pathologists of Ontario
  • College of Chiropractors of Ontario
  • College of Nurses of Ontario
  • College of Occupational Therapists of Ontario
  • College of Optometrists of Ontario
  • College of Physicians and Surgeons of Ontario
  • College of Physiotherapists of Ontario
  • College of Psychologists of Ontario
  • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

Support persons

A person with a disability who is accompanied by a support person will be welcome to have that person accompany them on our premises.

In certain cases, Media Sonar might require a person with a disability to be accompanied by a support person for the health or safety reasons of the person with a disability or others on the premises. However, before making a decision, Media Sonar will consult with the person with a disability to understand their needs; consider health or safety reasons based on available evidence; and determine if there is no other reasonable way to protect the health or safety of the person or others on the premises.

Training

Media Sonar will provide accessible customer service training to:

  • all employees and volunteers
  • anyone involved in developing our policies
  • anyone who provides goods, services or facilities to customers on our behalf.

Staff will be trained on accessible customer service within 30 days after being hired.

Their training will include:

  • Purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Media Sonar’s policies related to 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 any equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities (if applicable)
  • What to do if a person with a disability is having difficulty in accessing our goods, services or facilities

Staff will also be trained when changes are made to our accessible customer service policies.

Feedback process

Media Sonar welcomes feedback on how we provide accessible customer service. Customer feedback will help us to identify any barriers and actively respond to concerns.

Customers who wish to provide feedback on the way Media Sonar provides goods, services or facilities to people with disabilities can provide feedback in the following way(s):

  • By email, to hr@mediasonar.com
  • By phone, to 1-855-898-4044 x 427
  • In person, to a Human Resources representative or Joint Health and Safety Committee member

All feedback, including complaints, will be handled in the following manner:

  • Feedback will be directed to the Director of Human Resources.
  • Customers can expect to hear back within seven (7) days.

Media Sonar will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports on request.

Notice of availability of documents

Media Sonar will notify the public that documents related to accessible customer service, are available upon request by posting a notice in the following location(s)/way(s):

  • Reception
  • Company website

Media Sonar will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.

Modifications to this or other policies

Any policies of Media Sonar that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.


Revision 1. Date: 08-2016. Revised by: Brianne Edwards