This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.
All goods and services provided by Rental City shall follow the principles of dignity, independence, integration and equal opportunity.
This policy applies to the provision of goods and services at premises owned and operated by Rental City. This policy applies to employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of Rental City, including when the provision of goods and services occurs off the premises of the company such as delivery services, drivers, etc.
The section of this policy that addresses the use of service animals only applies to the provision of goods and services that take place at premises owned and operated by Rental City
This policy shall also apply to all persons who participate in the development of the company’s policies, practices and procedures governing the provision of goods and services to members of the public or third parties.
Regional Managers are responsible for:
Store Managers are responsible for:
Workers are responsible for:
Additionally Rental City Managers are responsible for:
A technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.
The term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:
As reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if:
As reflected in Ontario Regulation 429/07, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.
In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:
Rental City will make reasonable efforts to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Rental City.
In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services. For example, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the customer.
A customer with a disability that is accompanied by a service animal will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to service animals.
If a service animal is excluded by law, Rental City will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).
Recognizing a Service Animal:
If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, Rental City may request verification from the customer.
Verification may include:
Care and Control of the Animal:
The customer that is accompanied by a service animal is responsible for maintaining care and control of the animal at all times.
If a health and safety concern presents itself for example in the form of a severe allergy to the animal, Rental City will make reasonable efforts to meet the needs of all individuals.
If a customer with a disability is accompanied by a support person, Rental City will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.
Rental City shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, email), will be available upon request.
Submitting Feedback: Customers can submit feedback to: firstname.lastname@example.org
Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
Training will be provided to: