Providing goods, services or facilities to people with disabilities
Morgan-Williams International is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.
Morgan-Williams International 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.
Morgan-Williams International is committed to complying with both the Ontario Human Rights Code and the AODA.
Morgan-Williams International 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.
People with disabilities may 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 with various 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.
We will communicate with people with disabilities in ways that take into account their disability. This may include the following:
- Information about our facility
- Explain which employees are trained with handling the needs of people with disabilities
- Explain the cautions within our facility
We will work with the person with a disability to determine what method of communication works for them.
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
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 service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.
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
If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:
- explain why the animal is excluded
- discuss with the customer another way of providing goods, services or facilities
Morgan-Williams International 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 [timeframe] after being hired.
Training will include:
- purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Morgan Williams International’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
- what to do if a person with a disability is having difficulty in accessing Morgan Williams International’s goods, services or facilities
Staff will also be trained when changes are made to our accessible customer service policies.
Morgan Williams International welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.
Customers will be notified of how to provide feedback in the following ways:
- On our website: morganwilliamsinternational.ca
Customers who wish to provide feedback on the way Morgan-Williams International provides goods, services or facilities to people with disabilities can provide feedback in the following way(s):
- Via email at firstname.lastname@example.org
- Via website at morganwilliamsinternational.ca
- Via phone at (905)696-0226
All feedback, including complaints, will be handled in the following manner:
Feedback will be directed our customer support team.
Customers can expect to hear back in 2 days.
Morgan-Williams International 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
Morgan-Williams International 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):
- Visit our website: morganwilliamsinternational.com
- Via email. A notification will be sent out to all of our current customers, when/if there have been any changes made with Morgan-Williams Internationals Disability Processes
Morgan-Williams International 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 Morgan-Williams International that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.