Providing goods, services or facilities to people with disabilities
Dilamphis is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

Dilamphis 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.

Dilamphis is committed to complying with both the Ontario Human Rights Code and the AODA.

Dilamphis 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.

Assistive devices
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.

Communication
We will communicate with people with disabilities in ways that take into account their disability.

This may include the following:

Over the telephone
Email
Through an interpreter (needed)
Copies of documents in large print
We will work with the person with a disability to determine what method of communication works for them.

Service animals
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; and
Discuss with the customer another way of providing goods, services or facilities
Support persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

We will notify customers of this by posting a notice in the following location(s):

The company website dilamphis.com
In the front entrance of the building(s)
In certain cases, Dilamphis might require a person with a disability to be accompanied by a support person for the health or safety reasons of:

The person with a disability; or
Others on the premises
Before making a decision, Dilamphis will:

Consult with the person with a disability to understand their needs;
Consider health or safety reasons based on available evidence; and
Determine if there is no other reasonable way to protect the health or safety of the person or others on the premises.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Dilamphis will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

Services/Facilities include:

Workshop tours
The notice will be made publicly available in the following ways:

Notice given directly to the individual(s) scheduled to tour during the time of interruption by either email, phone, in person or any combination depending on the situation.
Training
Dilamphis 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 3 months after being hired.

Training will include:

Purpose of the AODA and the requirements of the customer service standard;
Dilamphis 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; and
What to do if a person with a disability is having difficulty in accessing Dilamphis goods, services or facilities
Staff will also be trained when changes are made to our accessible customer service policies.

Feedback process
Dilamphis 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:

Verbally;
Email; or
Feedback form
Customers who wish to provide feedback on the way Dilamphis provides goods, services or facilities to people with disabilities can provide feedback in the following way(s):

Through the email link on the company website;
Mail;
Phone; or
Feedback form, posted at the entrance.
All feedback, including complaints, will be handled in the following manner:

Feedback will be directed to the HR Manager where decisions can be made on how to improve accessibility.

Customers can expect to hear back in 10 business days.

Dilamphis will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

Modifications to this or other policies
Any policies of Dilamphis that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

Dilamphis is committed to an accessible learning and working environment which provides for the fullest development of the potential of its community members.

In 2005, the Ontario legislature passed the Accessibility for Ontarians with Disabilities Act (AODA). This piece of legislation was designed to improve participation of persons with disabilities in all facets of life in Ontario through the identification, removal and prevention of barriers to access.

In 2011, the legislature of Ontario passed the Integrated Accessibility Standards Regulations (IASR).