This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429⁄07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.
All goods and services provided by Starlight Group Property Holdings Inc. (“Starlight”) shall follow the principles of dignity, independence, integration and equal opportunity.
Assistive Device — is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.
Disability — the term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:
Guide Dog — is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and increased independence for people who are blind.
Service Animal — as reflected in Ontario Regulation 429⁄07, an animal is a service animal for a person with a disability if:
Service Dog — as reflected in the Health Protection and Promotion Act, Ontario Regulation 562, is a dog other than a guide dog for the blind is a service dog if:
Support Person — as reflected in Ontario Regulation 429⁄07, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.
In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429⁄07, this policy addresses the following:
Starlight will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:
Customer’s own assistive device(s): Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Starlight. In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services. For example, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the customer.
A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.
If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, Starlight may request verification from the customer. Verification may include:
a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
a valid identification card signed by the Attorney General of Canada; or
a certificate of training from a recognized guide dog or service animal training school.
The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.
If a health and safety concern presents itself for example in the form of a severe allergy to the animal, Starlight will make all reasonable efforts to meet the needs of all individuals.
If a customer with a disability is accompanied by a support person, Starlight will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person. In certain situations Starlight will make every reasonable attempt to resolve the issue.
In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Starlight. In the event of any temporary disruptions to facilities or services that customer’s with disabilities rely on to access or use Starlight’s goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.
In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:
When disruptions occur, Starlight will provide notice by:
Starlight will provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and notice of the process will be made available at the Starlight website and through follow-up telephone calls/emails respectively. Methods of providing feedback such as verbally (by telephone at 416−234−8444) or written (hand written, delivered, website or email — firstname.lastname@example.org) will be available upon request.
Customers can submit feedback to: Human Resources
1400- 3280 Bloor Street West, Centre Tower, Toronto, ON, M8X 2X3
Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
As reflected in Ontario Regulation 429⁄07, regardless of the format, training will cover the following:
Starlight will provide training as soon as practicable and where applicable. Training will be provided to new employees who deal with the public or act on our behalf within the first month of joining Starlight. Revised training will be provided in the event of changes to legislation, procedures and/or practices. Records of training and certificates will be kept
Starlight will notify customers that the documents related to the Accessibility Standards for Customer Service are available upon request and in a format that takes into account the customer’s disability. Notification will be given by posting the information in a conspicuous place owned or managed by Starlight, the Starlight corporate website and/or any other reasonable method.