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  Providing Goods and Services to People with Disabilities

The Navigators of Canada are committed to excellence in serving all customers including people with disabilities.

Assistive devices
We will ensure that our staff are trained and familiar with various assistive devices we have on site or which we provide that may be used by customers with disabilities while accessing our goods or 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 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.

Fees will not be charged for support persons for admission to Navigators of Canada premises or activities. However, the support person will be responsible for any direct costs incurred by their attendance, i.e. meals, accommodations, transportation, etc.

We will notify customers of this through a notice posted on our website and in promotional materials when events are being held.

Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities (Navigators Resource Centre, local campus meetings, etc.), the Navigators of Canada will notify customers promptly.

Clearly posted notices will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

Notices will be placed in the front entrance of the National Office (if applicable), outside of campus meeting rooms and on our website.

Training
Navigators of Canada will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

Individuals in the following positions will be trained:

  • All paid employees in Ontario
  • All Navigators Resource Centre staff
  • Volunteers in positions of leadership

This training will be provided to staff as soon as practical after being hired or assigned a position of leadership and definitely within four weeks of assuming such duties.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • Navigators of Canada plan 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.
  • How to use any equipment or devices, 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 Navigators of Canada goods and services.
  • Staff will also be trained when changes are made to this plan.

Feedback process
Customers who wish to provide feedback on how the Navigators of Canada provide goods and services to people with disabilities can speak directly to any employee or volunteer and / or provide comments via the e-mail address posted on our website (navscanada@navigators.ca).

All feedback, including complaints, will be forwarded to the Human Resource Specialist who will work with the person responsible for the related area of service to provide appropriate resolution.

Customers will receive acknowledgement of the receipt of their feedback within 2 business days of providing it, and can expect to hear back within 10 business days as to the resolution.

Notice of availability
The Navigators of Canada will notify the public that our policies (in accessible formats) are available upon request by posting them on our website and by making them available in the Navigators of Canada Resource Centre located in Arva, Ontario.

Modifications to this or other policies
Any policy of the Navigators of Canada which does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Document updated and approved on 2014-08-20.