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Aurora Chamber of Commerce

Accessibility Standard for Customer Service

A: Policy

The Aurora Chamber of Commerce is committed to providing its services to everyone, including persons with a disability in a way that respects their dignity and independence.
The Chamber’s goal is to ensure that people with a disability have equal opportunity to access services in an integrated manner by identifying, removing and preventing barriers that could interfere with their ability to access the building and make full use of our services. This commitment will be reflected in the Chamber’s policies, practices and procedures.
This policy establishes the requirement for accessibility standards for customer service in accordance with the Accessibility Standards for Customer Service as set out within the Ontarians with Disabilities Act (AODA).

B: Application and Scope

The policy applies to all employees including, but not limited to the board of directors, committee members, volunteers, contractors and third party service providers who may be members of the Chamber.

C: Definitions

The definition of disability under the AODA is the same as the definition of disability in the Ontario Human Rights Code. A disability is defined as:
a) any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impairment, or physical reliance on a guide dog or a wheelchair or other remedial appliance or device;
b) a condition of mental impairment or a developmental disability;
c) a learning disability, or a dysfunction in one or more of the processes involved in
understanding or using symbols or spoken language;
c) a mental disorder, or
d) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

The definition includes disabilities of different severity, visible as well as non-visible disabilities, and disabilities with effects that may come and go.

Personal Assistive Devices: (Source:  Guide to the Accessibility Standards for Customer Service, Ontario Regulation 429/07). Products of services that can help an individual carry out daily activities with greater ease and independence, such as a walker, a personal oxygen tank, TTY (Telephone Teletype), or amplification systems.
Service Animal: (Source:  Guide to the Accessibility Standards for Customer Service, Ontario Regulation 429/07)  An animal is a service animal when it is readily apparent that the animal is used for reasons relating to a disability or the person with a disability has a letter from a physician or nurse that states the animal is required for disability-related reasons.
Support Person: (Source:  Guide to the Accessibility Standards for Customer Service, Ontario Regulation 429/07)  A person who accompanies an individual with a disability to assist with communication, mobility, personal care of medical needs or with goods and services. The support person could be a paid personal support worker, a volunteer, a friend or a family member.

D: Requirements

1. The Aurora Chamber of Commerce is committed to excellence in serving all community members including people with a disability. The Chamber will make an effort to ensure that policies and procedures are documented and consistent with the following core principles of the standard:
a) Dignity
Respect the dignity of a person with a disability. Treat them as customers and clients who are as valued and as deserving of effective and full service as any other customer.
b) Independence
People who may move or speak more slowly should not be denied an opportunity to participate in a program or service. They should not be hurried or have someone take over a task for them if they prefer to do it themselves in their own way.
c) Integration
Allow a person with a disability to fully benefit from the same services, in the same place and in the same or similar way as other customers. Sometimes, integration does not serve the needs of personas with a disability. It means, however, they have the same opportunity to benefit from the way services are provided. They should not have to make significantly more effort to access or obtain service. They should also not have to accept lesser quality or more inconvenience.

2. Communication

2.1 When communicating with a person with a disability, employees will do so in a manner that takes into account the person’s disability.
2.2 We will train staff and volunteers how to interact and communicate with people who have various disabilities.

3. Telephone Services

3.1 The Chamber is committed to providing fully accessible telephone service to community members. Staff and volunteers will be trained to communicate with the Aurora community over the phone in clear and plain language and to speak clearly and slowly.
3.2 Alternate sources of communication will be offered such as fax, mail, e-mail and social networking.

4. Assistive Devices

4.1 Persons with a disability may use their own personal devices providing the device does not interfere with the integrity, assets of the organization and safety of others.

5. Billing

5.1 The Chamber is committed to providing accessible invoices to all customers. Invoices will be provided in the following formats upon request: in large print and will be given a printed or electronic copy.
5.2 Questions about the content of the invoice will be responded to in person, by telephone or e-mail.

6. Use of Service Animals and Support Persons

6.1 The Chamber will welcome persons with a disability who are accompanied with a service animal on the parts of the premises that are open to the public. The Chamber will ensure there is proper training on how to interact with a person with a disability accompanied by a service animal.
6.2 For special events that require registration and payment to attend, the support person will receive access free of charge.

7. Notice of Temporary Disruption

7.1 The Aurora Chamber will make reasonable effort to provide notice to customers, when possible, if services are unavailable.
7.2 Notices shall be conspicuously posted as soon as possible.

8. Training of Staff

8.1 The Aurora Chamber will provide training to all employees and volunteers and those involved in the development and approval of customer plans, practices and procedures.
8.2 Staff and volunteers will be trained on an ongoing basis when changes are made to the policy.
8.3 Records of training will be kept by the Chief Executive Officer, including the dates that training was provided and the number of individuals who received training.

9. Availability of the Aurora Chamber’s Accessibility Plan
Public access to the Accessibility Plan will be available from the Chamber’s web site at Or, upon request to

10. Feedback
The ultimate goal of the Chamber is to meet and surpass customer expectations while serving all customers. Comments on the services regarding how well those
Expectations are being met are welcomed and appreciated.

Feedback regarding the way the Chamber provides services to people with disabilities can be made by mail, email, telephone, fax or verbally. All feedback will be directed to the Chief Executive Officer.

11. Modifications to this Policy
The Aurora Chamber is committed to providing services to persons with a disability that respect and promote dignity and independence. No changes will be made to this policy before considering the impact on persons with a disability.

12. Questions About the Policy
This plan is in place to achieve service excellence to customers with a disability. If there are questions about the plan, or if the purpose is not understood, an explanation will be provided by the General Manager at or by telephone at 905-727-7262.


Corporate Sponsors

  • Town of Aurora
  • Magna International Inc.
  • Addison Marketing
  • The Auroran Newspaper
  • Healthy Planet
  • The Aurora Banner
  • TD
  • Bell
  • BMO
  • IG Wealth Management
  • Jewel 88.5
  • New Roads Toyota Aurora
  • Treefrog
  • 105.9 The Region

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