Kipling's accessibility policy is based on:

Dignity – treating a person with a disability as valued and as deserving of the same type of service provided to other clients and consumers.

Independence – freedom from control or influence of others; freedom to make choices or do things in a preferred way at a chosen pace.

Integration of services – allow clients and consumers who have a disability to fully benefit from the same programs and services in the same place and in similar ways to other clients and consumers.

Equality of opportunity – having the same chances, options, benefits as others and the special needs are taken into account to ensure they can fully participate in programs and services.

 

  1. SCOPE / APPLICATION

     

This policy applies to all Kipling employees, or any person who works on behalf of Kipling in the provision of our services to clients and the public.

 

  1. PROCEDURES FOR PROVIDING SERVICES TO PEOPLE WITH DISABILITIES

Kipling is committed to excellence in serving all clients including people with disabilities by removing barriers that might arise in the course of doing business as follows:

Communication

  • We will communicate with people with disabilities in ways that accommodate their disability.

  • We are committed to providing fully accessible telephone services to our clients.

  • We will train employees to communicate with clients over the telephone in clear and plain language and to speak clearly and slowly.

  • In addition, we will offer to communicate with clients in alternative ways if telephone communication is not suitable to their communication needs or is not available.

Assistive devices

  • A person with a disability may provide their own assistive device for the purpose of obtaining, using and benefiting from Kipling's goods and services.

  • Exceptions may occur in situations where Kipling has determined that the assistive device may pose a risk to the health and safety of a person with a disability or others on the premises.

  • In such situations, and others, Kipling may offer a person with a disability other reasonable measures to assist in obtaining, using and benefitting from Kipling's goods and services, where other measures are available.

  • It is the responsibility of the person with a disability to ensure that the assistive device is being operated in a safe and controlled manner at all times.

Service animals

  • An animal is qualified to be a service animal if it is readily apparent the animal is used by the person for reasons relating to his or her disability, or the person provides a letter from a regulated health professional confirming the use of the animal for reasons relating to the disability.

  • A person with a disability may be accompanied by a service animal on the parts of our premises that are open to the public and keep the animal with them if the animal is not otherwise excluded by law.

  • If a service animal is excluded by law, Kipling will ensure that alternate means are available to enable the person with a disability to obtain, use and benefit from Kipling's goods and services.

  • It is the responsibility of the person with a disability to ensure that the service animal is kept in control at all times.

Support persons

  • A person with a disability may enter our premises with a support person and have access to the support person while on the premises.

Notice of temporary disruption

  • Kipling will make reasonable efforts to provide prior notice of disruptions, if possible, recognizing that in some circumstances such as in the situation of unplanned temporary disruptions, advance notice will not be possible.

  • The way we provide the notice will be determined by the nature of the problem.

  • Any notice will include information about the reason for the disruption, its expected duration and a description of alternate facilities or services that may be available. The notice will be posted in reasonable places.

  • When possible, disruptions that are known in advance will be posted online.

 

  1. TRAINING

Kipling will provide training to all employees, interns, or any person who work on behalf of Kipling in the provision of goods and services to the public or clients as covered under the scope of this policy.  In addition, Kipling will provide training to persons involved in the development of policies, procedures and practices pertaining to the provision of goods and services.

The content of the training will include:

  • An overview of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005;

  • An overview of the requirements of the customer service standard;

  • Instruction on Kipling policies, procedures and practices pertaining to the provision of goods and services to persons with disabilities;

  • How to communicate with persons with various types of disabilities;

  • How to interact with persons with disabilities who use assistive devices or who require the assistance of a service animal or support person;

  • How to use equipment or devices that are provided which may help people with disabilities access goods and services provided by Kipling , such as TTY telephones, elevators, etc.; and

  • What to do if a person with a particular type of disability is having difficulty accessing Kipling's goods or services.

Training will be provided to new employees and will also be provided to all employees in connection with any changes to the policies, practices and procedures governing the provision of goods and services to persons with disabilities.

 

  1. FEEDBACK PROCESS

Feedback from clients and/or third parties is welcomed as it may identify areas that require change and encourage continuous service improvements.

Feedback can be provided by telephone, mail or electronic means according to the information set out below: 

Stephen Lewis
416-979-2234
info@kiplinggroupinc.com