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Accessibility Advisory Committee

Accessibility Advisory Committee Tip of the Month:

"When first meeting a person with a disability, offer to shake their hand even if they appear to have limited use of their arms. This action of personal contact breaks the psychological barrier of non-acceptance and creates a warmer environment for communication." 

Learn more about Accessibility

The Accessibility for Ontarians with Disabilities Act, 2005 (the "AODA") is a Provincial Act with the purpose of developing and implementing accessibility standards that will identify, remove and prevent barriers for people with disabilities in key areas of daily living.

Under the AODA the Accessibility Standards for Customer Service is the first standard developed to become law (Regulation 429/07) and came into force on January 1, 2008.  Public sector organizations, including municipalities, are required to comply by January 1, 2010; other providers of goods or services are required to comply by January 1, 2012.

Source: About the Accessibility for Ontarians with Disabilities Act, 2005 www.access@on.ca

The goal of the AODA is to make the Province of Ontario completely accessible by 2025.

Accessibility Standards

Businesses and organizations including municipalities that provide goods and/or services to people in Ontario will have to meet certain accessibility standards in 5 areas:

  • Customer Service
  • Transportation
  • Information and Communication
  • Employment
  • Built Environment

 Currently, the Customer Service Standard is the only AODA standard to become law.  The other standards are in various stages of development.

 The Town of Newmarket is committed to working towards compliance with all of the standards under the AODA as they are introduced and come into effect.

 Accessibility Standards for Customer Service Policy

Through the establishment of the Town of Newmarket's Accessibility Standards for Customer Service Policy approved by Council June 22, 2009 its commitment to sound governance, accountability and focus on service excellence is reflected.  The policy, procedures and practices are consistent with the following principles:

  • The Town's goods or services shall be provided in a manner that respects the dignity and independence of persons with disabilities;
  • the provision of goods or services to persons with disabilities and others shall be integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods or services and,
  • persons with a disability shall be given an opportunity equal to that given to others to obtain, use and benefit from the goods or services.

A person with a disability may use an assistive device or the assistance of a support person, guide dog or other service animal to access goods and or services of the Town.

The policy includes information on the following:

  • Providing goods and services to people with disabilities
  • Communication
  • Use of service animals, support persons and assistive devices
  • Notice of service disruption
  • Staff training on accessible customer service
  • Feedback process
  • Notice of availability of documents
  • Format of documents

Accessibilty Standards for Customer Service Policy


Accessible Customer Service Training

Town of Newmarket employees, contractors, vendors and volunteers are required to complete training which includes:

 The purpose of the Act

  • How to interact with people with various disabilities
  • How to interact with people who may use an assistive device or the assistance of a support person, guide dog or other service animal to access goods and/or services at the Town.
  • How to use assistive devices available on the premises
  • What to do if a person with a disability is having difficulty accessing services
  • Details of the Town of Newmarket's accessibility policy, procedures and practices

Training required for the Town of Newmarket's suppliers of goods and services

The legislation states that contractors, vendors and individuals that the Town of Newmarket has contracted to provide goods or services must ensure that their employees are trained on providing accessible customer service.  Training can be as simple as reading through the "Accessible Customer Service Training Booklet"

Link to Booklet

Feedback

The Town of Newmarket welcomes comments on the provision of goods or services to persons with disabilities. It helps identify areas where changes need to be considered and ways in which we can improve the delivery of accessible goods and services. Feedback can be provided online, by telephone, e-mail, in person or in writing.

Online feedback.

 Telephone: 905-895-5193

 Email: info@newmarket.ca

In person or in writing:
Town of Newmarket
395 Mulock Drive
PO Box 328, STN Main
Newmarket ON  L3Y 4X7

Commission Comment Cards: are available at the Municipal Offices and various Town facilities.

Feedback received will be reviewed by staff and, where applicable, by the Accessibility Advisory Committee (AAC).  A timely response will be provided.

Additional Information:

Accessibility for Ontarians with Disabilities Act- link to legislation.

How to comply with the Standard - link to accessON


Accessibility Advisory Committee

Contact the Committee