workplace health

Workplace Health

safety services

Safety Services

disability support

Disability Support

wellness support

Wellness Support

insurance support

Insurance Support

mental health

Mental Health

family practice

Family Practice

1.0 Purpose

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.

2.0 Scope

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.

3.0 Principles

This policy addresses the following:

A)   Statement of Commitment

B)   Assistive Devices

C)   Service Animals

D)   Support Persons

E)   Service Disruption Notice

F)    Training

G)   Communication

H)   Feedback Process

I)     Definitions

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:

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:

3.6. Training

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.

3.7. Communication

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 feedback@wellpoint.ca.  Responses will be provided to clients within fourteen (14) business days of receipt of feedback.

3.9. Definitions  

Disability

Disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:

Assistive Device

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.