Customer Service Policy - Accessibility for Ontarians with Disabilities Act, 2005

1.0 PURPOSE 1.1 This policy is to provide guidance to ICES Employees regarding how to identify, remove, and prevent barriers and how to increase accessibility for persons with disabilities. [...] We are committed to meeting the needs of persons with disabilities in a timely manner and will do so by ensuring compliance with Ontario’s accessibility laws and by identifying, preventing and removing barriers to accessibility. [...] We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. [...] 4.3 Use of service animals and support persons 4.3.1 We are committed to welcoming persons with disabilities who are accompanied by a service animal [see ICES Accessibility Glossary for definition] on the parts of our premises that are open to the public and other third parties. [...] If a person with a disability is accompanied by a support person, ICES will ensure that both persons are permitted to enter the premises together and that the person with a disability is not prevented from having access to the support person while on the premises 4.4 Notice of temporary distruption Page 2 of 4 Customer Service Policy Accessibility for Ontarians with Disabilities Act, 2005 4.4.1 IC.