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Customer service policy statement respecting the provision of services to people with disabilities |
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Toronto Court Services is committed to making our services accessible to everyone, including people with disabilities. We comply with the customer service standards of the Accessibility for Ontarians with Disabilities Act, 2005. If you have any questions, please contactus using the information provided below.
Providing Services to People with Disablities
Our mission
The Court Services division provides administration and court support services for the Provincial Offences courts in Toronto.
- Our services
We support the public, judiciary and other stakeholders involved with the Provincial Offences courts in Toronto.
- Our commitment
In fulfilling our mission, we will at all times provide service in a way that respects the dignity and independence of people with disabilities. We give people with disabilities the same opportunity to access our services in the same place, and in a similar way as others.
- Providing service to people with disabilities
The Division is committed to excellence in service, including service to people with disabilities, and we carry out our functions and responsibilities in the following areas:
- 3.1 Communication
We communicate with people with disabilities in ways that take into account their disability. We train our staff who communicate with customers on how to interact and communicate with people with various types of disabilities. We provide a wide range of interpretation services.
- 3.2 Telephone services
We provide fully accessible telephone service to all. We offer to communicate by email or TTY or other methods if regular telephone communication is not suitable to someone's communication needs.
- 3.3 Assistive devices
We serve all people with disabilities, including those who use assistive devices. We ensure that our staff are trained and familiar with various assistive devices that may be used by people with disabilities while accessing our services. While amplification systems are used in courtrooms, the use of court recording and video equipment by individuals is not permitted.
- Use of service animals and support persons
We welcome people with disabilities, including those who are accompanied by a service animal, on the parts of our premises that are open to the public and other third parties. We welcome people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person is allowed to enter the 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. We ensure that all staff dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by either a support person or a service animal.
- Notice of temporary disruption
We give notice when our services are disrupted or our facilities are closed in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice includes information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
Depending on circumstances we post notices using such methods as signage, websites, email, and media advisories.
- Training for staff
The Division provides training to employees, including those who deal with the public and all those who are involved in the development and approval of customer service policies, practices and procedures. The training is in accordance with the Accessibility for Ontarians with Disabilities Act, 2005. This training is provided to all staff who serve the public or are involved in the development and approvals of customer service policies, practices and procedures within three months of their start date.
- Feedback process
We strive to meet service expectations of all individuals. Comments on our services regarding how well those expectations are being met are welcome and appreciated. Feedback regarding the way the Court Services Division provides services to people with disabilities can be made by e-mail, verbally, and in writing. All written feedback will be directed to the Director, Court Services:
| E-mail: |
poacourt@toronto.ca |
| Phone: |
416-338-7320 |
| Address: |
137 Edward Street, 2nd floor
Toronto, ON M5G 2P8 |
Once received, the feedback is redirected to the appropriate director/manager/supervisor. In person, feedback should be provided directly to the applicable manager/supervisor. We will acknowledge receipt of email feedback within 5 business days.
- Modifications to this or other policies
Given our commitment to respecting the dignity and independence of people with disabilities, any policy of the Division that does not do this will be modified or removed.
- Questions about this policy
Questions about the policy, or if the purpose of this policy is not understood, can be provided to the Division and an explanation in response will be given and where necessary, in consultation with the City Equity and Human Rights Working Group.
City of Toronto Statement of Commitment to Creating an Accessible City
Diverse communities and groups make up the population of Toronto. The City of Toronto values the contributions made by all its people and believes that diversity among its people has strengthened Toronto.
The City of Toronto is committed to building an inclusive society and providing an accessible environment in which all individuals have access to the City's services and programs in a way that respects the dignity and independence of people with disabilities.
The City of Toronto supports the goals of the Accessibility for Ontarians with Disabilities Act (AODA) and will establish policies, practices and procedures which are consistent with the accessibility standards established under the AODA, including accessible customer service, information and communication, employment, the built environment and transportation.
The City of Toronto will continue to prevent barriers by designing inclusively and supporting positive attitudes that address "ableism" - attitudes which devalue and limit the potential of persons with disabilities.
In working towards its goals under this Statement, the City of Toronto is committed to meeting the requirements of existing legislation and to its own policies and goals related to the identification, removal and prevention of barriers to people with disabilities and becoming a barrier free city.
Toronto City Council, August 2009 (EX 33.4)
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