Accessibility for Ontarians with Disabilities Act - Customer Service Plan

Eldercare Home Health is 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 that 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

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Eldercare Home Health will notify customers and/or family as appropriate, promptly via telephone, text, email or any other means that is available and appropriate, as the situation dictates. We will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

Training

The nature of our business is such that accessible customer service is part of what we provide on an on-going, day to day basis. Additional training will be provided as the need arises so that the training can address the needs identified.  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 as required.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of 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 the equipment or devices available on-site or otherwise that may help with providing goods or services to people with disabilities. This includes what to do if a person with a disability is having difficulty in accessing services

Staff will also be trained when materially significant changes are made to our accessible customer service plan.

Feedback process

Customers who wish to provide feedback on the way Eldercare Home Health Inc. provides goods and services to people with disabilities can provide feedback to Malcom Marcus, Corporate Vice President in the following way(s):

Mailing Address/In-person Request:
Eldercare Home Health Inc.
234 Eglinton Ave. East, Suite 207
Toronto, Ontario
M4P 1K5

Telephone
416 482-8292

Fax
416 482-8278

Email
m.marcus@eldercarehomehealth.com

All feedback, including complaints, will be acknowledged, and an appropriate response as indicated by the nature of the feedback, will be provided.

Availability of AODA Documents

We will provide AODA-related documents upon request. In the event that we are required by law to provide a copy of an AODA-related document to a person with a disability, then we will do so in a format that takes into account the person’s disability.

Modifications to this or other policies

Any policy, practice or procedure of Eldercare Home Health Inc. that does not respect and promote the priciples of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

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Eldercare Home Health is committed to creating an inclusive and diverse work environment. If you are applying to work with Eldercare Home Health and require any accommodation in the application process, please let us know in advance.

Integrated Accessibility Plan – Eldercare Home Health Inc.