Providing Goods and Services to People with Disabilities in Ontario


The Navigators of Canada are committed to excellence in serving all customers including people with disabilities. We are guided by these principles:

  • The goods, services or facilities will be provided in a manner that respects the dignity and independence of persons with disabilities.
  • The provision of goods, services or facilities to persons with disabilities will be integrated with the provision of goods, services or facilities to others, unless an alternative measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods, services or facilities.
  • Persons with disabilities will be given an opportunity equal to that given to others to obtain, use and benefit from the goods, services or facilities.

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 / Accessible Formats / Communication Supports
We will communicate with people with disabilities in ways that take into account their disability.

Upon request, the Navigators will provide or arrange for the provision of accessible formats and communication supports. This will be done in a timely manner at a cost no more than the regular cost charged to other persons. The Navigators will consult with the requestor in determining the suitability of the format or support.

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 unless otherwise excluded by law from the premises.

If a service animal is excluded by law from the premises, the Navigators will ensure that other that measures are available to enable a person with a disability to obtain, use or benefit from the Navigators’ goods, services or facilities.

Support persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on Navigators’ premises or premises operated by the Navigators.

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.

The Navigators may require a person with a disability to be accompanied by a support person when on the premises, but only if, after consulting with the person with a disability and considering the available evidence, the Navigators determine that,

  1. a support person is necessary to protect the health or safety of the person with a disability or the health or safety of others on the premises; and
  2. there is no other reasonable way to protect the health or safety of the person with a disability and the health or safety of others on the premises.

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 Navigators Resource Centre (if applicable), outside of campus meeting rooms and on our website.

Navigators of Canada will provide training to all employees and volunteers, as well as others who deal with the public or other third parties on our behalf.

This training will be provided to all employees and volunteers as soon as practical after being hired and definitely within four weeks of assuming such duties. Staff will also be trained when changes are made to this plan.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005, the requirements of the Integrated Accessibility Standard regulations, and the Ontario Human Rights Code.
  • Navigators of Canada Accessible Customer Service Plan.
  • 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.

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 (

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 2017-05-02.