Accessible Customer Service Plan

CPVCSAP:  Vanier Cooperative:

Accessibility Standard for Client Service Policy:

Becoming accessible means developing a plan on how your organization will provide service to clients with disabilities.  The principles of independence, dignity, integration and equal opportunity are critical.

Helping people with disabilities stay safe: 

Planning for emergencies helps to keep people safe. You may have evacuation plans for your employees, or post warning signs for the public. The key is giving people the information they need; including people with disabilities.

Ontario’s accessibility standards can help you make information accessible so everyone has the information they need to stay safe. The standards apply to all organizations in Ontario with at least one employee, including:

  • private companies
  • non-profit organizations
  • public sector organizations
  • the Government of Ontario.

Starting January 1, 2012:

  • work with your employees who have a disability to figure out what information they might need in an emergency
  • make public emergency information accessible, upon request.

Understanding accessibility

Accessibility simply means helping people with disabilities take part in life’s activities.

We go to work. We go shopping. We take in a movie and afterwards grab a bite to eat. We don’t think twice about it.  At least, most of us don’t.  But that’s not always the case for people with disabilities. Sometimes obstacles prevent them from doing things.

These obstacles are barriers to accessibility.

The Accessibility for Ontarians with Disabilities Act was passed in 2005. Its goal is to make Ontario accessible for people with disabilities by 2025. Through province-wide accessibility standards, we will improve accessibility by identifying, breaking down and preventing barriers to accessibility.

Accessibility Standard for Client Service :  For organizations with fewer than 20 employees Checklist:

 Step 1: Created and put in place an accessibility plan that:

  • Considers a person’s disability when communicating with them
  • Allows assistive devices such as wheelchairs, walkers and oxygen tanks
  • Allows service animals
  • Welcomes support persons
  • Lets clients know when accessible services aren’t available
  • Invites clients to provide feedback

Step 2: Trained staff on accessible client service policy/plan with an annual review requirement.


CPVCSAP:   Vanier Cooperative Accessible Client Service Plan Policy:

Providing Goods and Services to People with Disabilities

Vanier Cooperative  is committed to excellence in serving all clients (children/parents/guardians/visitors) including people with disabilities.

Assistive devices:  We will ensure that our staff are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our services.

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

Service animals:  We welcome people with disabilities and their service animals. Service animals are allowed only on the parts of our premises that are open to the public.

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.

Notice of temporary disruption:  In the event of a planned or unexpected disruption to services or facilities for client with disabilities VCSAP will notify clients 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.  The notice will be placed at front and back entrances/exits of the daycare and at the main attendance board sites.

Training for staff:  VCSAP will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf.  All permanent employee and regular casual positions will require training.  Ongoing training will be provided to new staff during their employee orientation session.


Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the client service standard
  • CPVCSAPs accessible client service plan policy.
  • 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
  • How to use the e.g. TTY, wheelchair lifts, etc., available on-site or otherwise that may help with providing goods or services to people with disabilities]
  • What to do if a person with a disability is having difficulty in accessing CPVCSAP’s site and services
  • Staff will be trained when changes are made to our accessible client service plan policy.

Feedback process:

Clients (children/parents/guardians/visitors) who wish to provide feedback on the way CPVCSAP provides services to people with disabilities can verbally inform the centre in person or by telephone, can send a letter by mail or by e-mail:  or reply to the centre’s suggestion box.  All feedback should be directed to Coordinator who in turn will respond to the Staff Collective and Board of Directors. Clients can expect to hear back within forty eight hours.  Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications to this or other policies:

Any policy of CPVCSAP:  Vanier Cooperative that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.