Office of the Lobbyist Registrar

Related pages:
[ Customer Service Policy Statement: Providing Goods and Services to People with Disabilities ]

This information is also available in PDF:
Customer Service Accessibility Standard

Policy: Customer Service Accessibility Standard

Office of the Lobbyist Registrar

City of Toronto

Effective: August 1, 2009

Authority

Linda L. Gehrke, Lobbyist Registrar

Purpose

To ensure accessible and equitable treatment for all visitors to the office.

Related policy and/or documents

Accessibility for Ontarians with Disabilities Act, 2005
City of Toronto Act, 2006

Policy background

The City of Toronto is required to meet the Accessibility Standards for Customer Service and file accessibility reports by January 2010. The requirement was established under the Accessibility for Ontarians with Disability Act (AODA) which came into effect on January 1, 2008 and applies to public and private sector organizations that provide goods and services to the public.

The Customer Service Accessibility Standard is the first of five standards to be established under the AODA. Four other accessibility standards will be developed:

1. Information and Communication Standards
2. Built Environment Standards
3. Employment Standards
4. Transportation Standards

The Office of the Lobbyist Registrar is committed to making services accessible to all persons with disabilities.

Policy statement

The Office of the Lobbyist Registrar provides equitable access to services for all individuals and communities in the City of Toronto. It will do so by valuing difference and demonstrating respect; promoting and ensuring full access to service; practicing attitudinal openness, being inclusive; and communicating appropriately and effectively.

Definitions:

Disability

Disability includes but is not limited to:

• Deaf or hard of hearing
• Blind or visually impaired
• Physical disability
• Developmentally challenged
• Psychiatric survivor/consumer of mental health services
• Some medical conditions including epilepsy, diabetes etc depending on the situation

While human rights legislation exists to protect people with as wide a range of disabilities as possible, from a service standpoint, the focus is to ensure people who might otherwise not gain access are served.

Access is about removing barriers, both physical and attitudinal to service provided by the organization.

Barriers refer to anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including physical, architectural, information or communication barriers, as well as attitudinal, technological, policy or practice barriers.

Service equity means being conscious of the person’s individual needs and social context, being conscious of one’s own impact on individuals and actively working to understand how systems and procedures affect clients.

Procedures

In order to meet the needs of individuals appropriately, the following principles will be respected:

• Individualization – meeting the specific circumstances of the person
• Partnership – involving the person requiring the service
• Inclusion – ensuring that the person is involved in the process
• Respect for confidentiality and dignity

Individuals have a responsibility to communicate his/her needs in sufficient detail to enable the Office of the Lobbyist Registrar to respond appropriately.

The Office of the Lobbyist Registrar has a responsibility to ensure alternative approaches are explored, that confidentiality is maintained and the dignity of the individual is upheld at all times.