The Accessibility for Ontarians with Disabilities Act (AODA), 2005 is a provincial law which mandates how business and organizations provide accessible goods and services to persons with disabilities.
Wellpoint will provide training to associates, volunteers, and any others who may be acting on Wellpoint’s behalf in dealing with the public or any other third parties.
This policy addresses the following:
A) Statement of Commitment
B) Assistive Devices
C) Service Animals
D) Support Persons
E) Service Disruption Notice
H) Feedback Process
3.1. Statement of Commitment
Wellpoint 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:
- Ensuring that all clients receive the same value and quality;
- Allowing clients with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
- Using alternative methods when possible to ensure that clients with disabilities have access to the same services, in the same place and in a similar manner;
- Taking into account individual needs when providing goods and services; and
- Communicating in a manner that takes into account the client’s disability.
Wellpoint’s committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Wellpoint retains the right to amend or change this policy at any time; however, any such change will only be made after considering the impact on people with disabilities.
3.2. Assistive Devices
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Wellpoint. 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.
3.3. Service Animals
A client with a disability that is accompanied by a service animal will be allowed access to premises that are open to the public unless otherwise excluded by law.
3.4. Support Persons
If a client with a disability is accompanied by a support person, Wellpoint will ensure that the client is not prevented from having access to the support person. In situations where confidential information might be discussed, consent will be obtained from the client prior to confidential information being disclosed.
3.5. Service Disruption Notice
Wellpoint will make reasonable effort to provide clients with notice in the event of a disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, and its anticipated duration, and a description of alternative facilities or services.
When disruptions occur Wellpoint will provide notice by:
- Posting notices at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and on the website
- Contacting clients with appointments
- Verbally notifying clients when they are making an appointment, or by any other method that may be reasonable under the circumstances.
Training will be provided to all people who are involved in the development of Wellpoint’s policies. Wellpoint will maintain records of the dates when training is completed and the individuals who completed the training.
Wellpoint will communicate with people with disabilities in ways that take into account their disability.
3.8. Feedback Process
Wellpoint shall provide clients with the opportunity to provide feedback on the service provided to clients with disabilities. Clients can provide feedback in person, by phone or by emailing firstname.lastname@example.org. Responses will be provided to clients within fourteen (14) business days of receipt of feedback.
Disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:
- any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device
- a condition of mental impairment or a developmental disability
- a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language
- a mental disorder
- an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997
Assistive devices are technical aids used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.