The Best Connection Inc.
Accessibility for Ontarians with Disabilities Act (AODA): Customer Service Policy
The Best Connection Inc. is committed to meeting its current and ongoing obligations under the Ontario
Human Rights Code respecting non-discrimination. The Best Connection Inc. understands that obligations
under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not
substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities
under any other law.
The Best Connection Inc. is committed to complying with both the Ontario Human Rights Code and the AODA.
The Best Connection Inc. is committed to excellence in serving all workers/employees including people with
disabilities.
Our accessible service policies are consistent with the principles of independence, dignity, integration and
equality of opportunity for people with disabilities.
Assistive devices: People with disabilities may use their personal assistive devices when accessing our
services or facilities.
In cases where the assistive device presents a significant and unavoidable health or safety concern or may
not be permitted for other reasons, other measures will be used to ensure the person with a disability can
access our services or facilities.
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 services or facilities.
The Best Connection Inc. will train staff on the use of assistive devices by having all staff take part in a learning
exercise.
Communication: We will communicate with people with disabilities in ways that take into account their
disability. We will work with the person with a disability to determine what method of communication works for
them.
Service Animals: Persons with disabilities may enter any The Best Connection Inc.’s premises accompanied
by a service animal and keep the animal with them, if the public has access to such premises, and the animal
is not otherwise excluded by law. While visiting The Best Connection Inc., it is the responsibility of the person
with a service animal to control the animal at all times.
In the event that a The Best Connection Inc.’s worker or employee is allergic to animals, alternative
arrangements will be negotiated
Support Persons: Persons with disabilities may enter The Best Connection Inc.’s premises accompanied by a
support person and may have access to that support person at all times.
The Best Connection Inc. may require a person with a disability to be accompanied by a support person while on
The Best Connection Inc.’s premises in situations where it is necessary to protect the health and safety of the
person with a disability, or the health and safety of others on the premises.
Consent from the person with a disability is required when communicating private issues related to the person
with a disability, in the presence of a support person.
Notice of Temporary Disruptions: The Best Connection Inc. will make reasonable effort to provide
customers with notice in the event of a disruption in the facilities or services usually used by people with
disabilities. This notice will include information about the reason for the disruption, and its anticipated
duration, and a description of alternative facilities or services, if available. We may not be able to give
advance notice in case of an emergency disruption.
In order to make information accessible, the signs and printed notices should be clearly laid out. The signs and
printed notices will be displayed on the public health and safety message boards in all office locations.
Training: The Best Connection Inc. will ensure that all persons to whom this policy applies receive training as
required by the Accessibility Standards for Customer Service. In addition, training will be provided on a
continuous basis to all newly hired partners of The Best Connection Inc.as part of our onboarding process.
A record of training received by The Best Connection Inc. will be kept by the Health and Safety department.
Training will include:
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The purpose of the Accessibility for Ontarians with Disabilities Act, 2005;
The requirements of the Accessibility Standards for Customer Service (Ontario Regulation 429/08);
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Information about The Best Connection Inc. policies and procedures pertaining to the provision of The
Best Connection Inc.’s services to persons with disabilities;
-How to interact and communicate with persons with various types of disabilities;
-What to do if a person with a disability is having difficulty accessing a The Best Connection
Inc. location;
-How to interact with people with disabilities who use assistive devices or require the
assistance of a service animal or support person;
Recruitment : The Best Connection Inc. is committed to fair and accessible employment practices. We will take
the following steps to notify the public and staff that, when requested The Best Connection Inc. will
accommodate people with disabilities during the recruitment and assessment processes and when people are
hired.
(a) Notice to Successful Applicants
When making offers of employment, The Best Connection Inc. will notify the successful applicant of its
policies for accommodating employees with disabilities.
(b) Informing Employees of Supports
The Best Connection Inc. will continue to inform its employees of its policies (and any updates to
those policies) used to support employees with disabilities, including policies on the provision of job
accommodations that take into account an employee’s accessibility needs due to disability. This
information will be provided to new employees as soon as practicable after commencing employment.
Return to Work Process: The Best Connection Inc. maintains a documented return to work process for its
employees who have been absent from work due to a disability and who require disability-related
accommodations in order to return to work.
The return to work process outlines the steps The Best Connection Inc. will take to facilitate the return
to work and will include documented individual accommodation plans as part of the process.
This return to work process will not replace or override any other return to work process created by or under
any other statute (ie., the Workplace Safety Insurance Act, 1997).
Design of Public Spaces: The Best Connection Inc. will meet the Accessibility Standards for the Design
of Public Spaces when building or making major modifications to public spaces. Public spaces include:
 Outdoor public eating areas
 Outdoor paths of travel, like sidewalks, ramps, stairs, curb ramps, rest areas and accessible pedestrian
signals
 Accessible off street parking
 Service-related elements like service counters and waiting areas
The Best Connection Inc. will put procedures in place to prevent service disruptions to its accessible parts of
its public spaces.
In the event of a service disruption, we will notify the public of the service disruption and alternatives
available.
Feedback: The Best Connection Inc. welcomes feedback, including feedback about the delivery of our
services to persons with disabilities. The Best Connection Inc. will investigate and respond to all complaints
relating to such services in a timely, thorough and objective manner. All customers can submit feedback or
questions to a member of our health and safety committee or by emailing our Health and Safety
Representative;
Brampton: brampton@thebestconnection.ca
Mississauga: Mississauga@thebestconnection.ca
Woodbridge: woodbridge@thebestconnection.ca
Hamilton: hamilton@thebestconnection.ca
Richmond Hill: richmondhill@thebestconnection.ca
The Best Connection Inc. is committed to developing customer service policies that respect and promote the
dignity and independence of people with disabilities. The Best Connection Inc. retains the right to amend or
change this policy at any time; however, any such change will only be made after considering the impact on
people with disabilities.
Assistive Devices Procedure
All staff shall ensure that accessible customer service is provided to all persons in accordance with this
procedure and Accessibility Policy for Service.
(A) What We Need to Do
1.
Allow a person with disabilities to use their own assistive devices to access services.
2.
Provide a person with a disability with access to assistive devices upon request.
(B) What Is an Assistive Device?
An assistive device is a tool, technology or other mechanism that enables a person with a disability to do
everyday tasks and activities such as moving, communicating or lifting. It helps the person to maintain their
independence at home, at work and in the community. (Refer to Appendix A for some examples of commonly
used assistive devices.)
Etiquette and Respectful Customer Service:
Many persons with disabilities will have their own personal assistive devices. Don’t touch or handle an assistive
device without permission.
1. Moving Personal Assistive Devices:

Do not move items or equipment, such as canes and walkers, out of their reach

Inform the person about accessible features in immediate environment (automatic doors, accessible
washrooms, etc.)
If you have permission to move a person in a wheelchair, remember to:

-Wait for and follow the person’s instructions;
-Confirm that the person is ready to move;
-Described what you are going to do before you do it;
-Avoid uneven ground and objects that create bumpy and unsafe ride;
-Practice consideration and safety – don’t leave the person in an awkward, dangerous or
undignified position such as facing a wall or in the path of opening doors.
“Appendix A”
There are a variety of assistive devices that some of your clients may use, depending not on their disability. Many
will be personal assistive devices, meaning they are owned and brought along by the individual, while others may
be provided by the Society. The following are examples of some devices you may come across when servicing a
person with disabilities:
Vision Loss:
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Digital audio player – enables people to listen to books, directions, art shows, etc;
Magnifier – makes print and images larger and easier to read;
Portable global positioning systems (GPS) – helps orient people to get to specific destinations;
White cane – helps people find their way around obstacles;
Deaf, Deafened, Oral Deaf, Hard of Hearing:
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FM transmitter system or other amplification devices – boosts sound closest to the listener while
reducing background noise;
Hearing aid – makes sound louder and clearer;
Teletypewriter (TTY) – helps people who are unable to speak or hear to communicate by phone. The
person types their messages on the TTY keyboard and messages are sent using telephone lines to
someone who has a TTY, or to an operator (Bell Relay Service) who passes the message to someone
who does not have TTY.
Physical Disabilities:
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Mobility device (eg. Wheelchair, scooter, walker, cane, crutches) – helps people who have difficulty
walking;
Personal oxygen tank – helps people breathe.
Learning Disabilities:
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Electronic notebook or laptop computer – used to take notes and to communicate;
Personal date managers – stores, organizes and retrieves personal information; ∙ Mini pocket recorders
– records information for future playback.
Intellectual/Developmental Disabilities
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Communication boards (eg. Bliss board) – used to pass on a message by pointing to symbols, words, or
pictures;
Speech generating devices – used to pass on a message using a device that ‘speaks’ when a symbol,
word or picture is pressed.