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Accessibility for Ontarians with Disabilities Act (AODA)

Accessibility for Ontarians with Disabilities Act (AODA)


ProResp Inc. (ProResp) is committed to providing accessible customer service in accordance with the Integrated Accessibility Standards Regulation under the Accessibility for Ontarians with Disabilities Act, 2005. This policy sets out the standards for the provision of goods, services, and facilities to the public.



ProResp is committed to recognizing the dignity and independence of all clients, employees, job applicants, supplies, and visitors who may enter our premises, access our information, or use our services.



ProResp will integrate the provision of services to persons with disabilities into its practices and procedures unless an alternative, separate measure is necessary to enable persons with disabilities to obtain, use, and benefit from the provided services. ProResp encourages open communication and will communicate with people with disabilities in ways that take into account their disability.

Company policies and plans with respect to accessibility, including those required under the AODA, 2005 and its associated regulations shall be made available in hard copy or can be found on the Company website (



Without limiting the requirements or expectation for accessibility, specific consideration shall be given to the following:

Assistive Devices: ProResp welcomes persons with disabilities to use assistive devices when accessing goods, services, and facilities, as long as this does not present a health and safety risk. ProResp will ensure that other staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Service Animals: ProResp welcomes persons with disabilities who are accompanied by a service animal onto the parts of our premises that are open to the public, and commits to finding alternatives to the use of service animals if the service is provided in a location in which animals are prohibited by law (i.e. for health or safety reasons). The customer who is accompanied by a service animal is responsible for maintaining control of the animal at all times.

Support Persons: ProResp welcomes persons 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 ProResp’s premises with their support person. In situations where confidential information may be discussed, consent must be obtained from the client before any potentially confidential information is mentioned in the presence of the support person.

Temporary Disruptions to Service: In the event of a planned or unexpected disruption to services or facilities for customers or clients with disabilities, ProResp will notify customers or clients promptly. A notice regarding a temporary disruption will include information about the reason for the disruption, its anticipated duration, and a description of alternative services, if available. The notice will be placed in reception areas of our locations, and, when appropriate, shall be placed on ProResp’s website.

ProResp will provide training to all employees who deal with the public or third parties on their behalf. This training will be provided to staff during their initial orientation and when changes are made to our accessible customer service plan. The company will keep a record of training that includes the dates training was provided and the number of employees who attended the training. Training will include:

  • The purpose of the AODA and the requirements of the customer service standards
  • The Human Rights Code and how it pertains to persons with disabilities
  • How to interact and communicate with people with various types of disabilities
  • How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or support person
  •  How to use equipment or devices (i.e., TTY, wheelchair lifts, etc.) that may help with the provision of services to a person with a disability
  • What to do if a person with a disability is having difficulty accessing ProResp’s services

Customers who wish to provide feedback on the way that ProResp provides its goods and services to persons with disabilities can verbally discuss their concerns with customer service at their branch location, they can complete a Patient Feedback Form (accessible through customer service), or they can send an email to All feedback will be directed to Human Resources. Customers can expect to hear back within 5 business days. Complaints will be addressed according to our organization’s regular complaint management process.

ProResp’s policies will always respect and promote the dignity and independence of individuals with disabilities.


ProResp Inc. is committed to treating all people in a way that allows them to maintain their dignity and maximize their independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005



This policy applies to all employees of ProResp.


General Standards

Accessibility Plan: ProResp will maintain and document an Accessibility Plan which will outline a strategy to prevent and remove barriers from its workplace. The Accessibility Plan will be reviewed and updated at least once every five (5) years and will be posted on the company’s internal and external websites. Upon request, a copy of the Accessibility Plan will be provided in alternate formats.

Employee Training: ProResp has taken the following steps to ensure employees are provided with the training needed to meet Ontario’s accessibility laws. This was completed on or before January 1, 2015.

Human Resources facilitated training sessions for all employees in conjunction with our Workplace Respect and Workplace Harassment/Violence Program.

Training materials posted on the company Intranet or Learning Management System for employee access.

Materials form ongoing part of new hire orientation.

ProResp continues to provide training to employees, volunteer, and other staff members on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers, and other staff members.


Information and Communication Standards

Feedback: ProResp has implemented a feedback process which provides various options for communication to and from persons with disabilities, including but not limited to, font enlargement, telephone (including after hours line for emergencies), and email.

Accessible Formats: ProResp will continue to ensure that information, communication, and feedback is available and accepted in accessible formats. Any request for accessible information is directed to Human Resources to facilitate review for accommodation.

Accessible Emergency Information: ProResp is committed to providing customers and clients with publicly available emergency information in an accessible way upon request.

Accessible Website and Web Content: All websites and content on those websites conform with WCAG 2.0, Level AA. ProResp will continue to ensure website design and content remain accessible to persons with disabilities.


Employment Standards

Recruitment, Assessment or Selection Process: ProResp is committed to fair and accessible employment practices. ProResp has taken the following steps to notify the public and staff that, when requested, ProResp will accommodation people with disabilities during the recruitment and employment process. This was completed on of before January 1, 2016:

  • Recruitment postings contain a statement outlining that ProResp will accommodate persons with disabilities throughout the recruitment process, upon request.
  • Managers and staff are provided with the appropriate guidance on how to accommodate persons with disabilities at individual offices.
  • When making offers of employment, ProResp will notify the successful candidate of its policies for accommodating employees with disabilities.

Individual Accommodation Plans: ProResp has taken the following steps to develop and put into place a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability. This was completed on or before January 1, 2016:

ProResp’s existing accommodation plans and return to work policies continue to apply to all employees.
Individual plans are developed according to the specific needs of the employee and the accommodation required as appropriate to the role.

Workplace Emergency Response: ProResp will provide employees with disabilities with individualized emergency response information when necessary.

Performance Management and Career Development: ProResp has taken the following steps to ensure the accessibility needs of employees with disabilities are taken into account during all performance management, career development, and redeployment processes. This was implemented on or before January 1, 2016.

Human Resources will provide accessible formats of the Performance Appraisal documents as required. Performance Management discussions will be conducted in an accessible manner.

Human Resources will ensure the needs are employees are met in any career development of redeployment processes.

ProResp continues to take steps to prevent and remove other accessibilities barriers identified. All barriers will be brought to the attention of management for appropriate review to ensure resolution where possible.


Design of Public Spaces Standards

ProResp will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. Public spaces include outdoor paths of travel, such as sidewalks, ramps, stairs, and curb ramps; parking areas; service-related elements such as service counters and waiting areas.
If a service disruption occurs, ProResp will take immediate steps to restore service in the quickest time frame possible. ProResp will also notify the public of the service disruption and alternatives available.  

For more information on this policy or accessibility plan, or to request this document in an accessible or alternate format, please contact Human Resources at 519-686-2615 or by email at