Accessible client service policy



The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is Provincial Legislation with the purpose of developing, implementing and enforcing accessibility standards in order to achieve accessibility for persons with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises on or before January 1, 2025.

Ontario Regulation 429/07 entitled “Accessibility Standards for Customer Service” came into effect on January 1, 2008. This regulation establishes accessibility standards specific to customer service for public sector organizations and other persons or organizations that provide goods and services to members of the public or other third parties.

  1. The provision of goods and services to persons with disabilities
  2. The use of assistive devices by persons with disabilities
  3. The use of service animals by persons with disabilities
  4. The use of support persons by persons with disabilities
  5. Notice of temporary disruptions in services and facilities
  6. Staff training
  7. Notice of availability and format of documents and meetings This Policy applies to all members of Zarek Taylor Grossman Hanrahan (ZTGH). Members of the firm include all lawyers, staff, volunteers and others who deal with the public or other third parties on their behalf.

It is the policy of ZTGH that its environment will be maintained free from discrimination and harassment as prohibited by the Ontario Human Rights Code (1962), and the Accessibility for Ontarians with Disabilities Act (2005).

It is the policy of ZTGH that every lawyer, member of staff and client has a right to equitable treatment with respect to employment, services, goods, facilities and accommodation without discrimination in accordance with the provisions of the Ontario Human Rights Code (1962). ZTGH is committed to providing accessible service for its clients. Goods and services will be provided in a manner that is based upon the principles of dignity, independence, integration and equal opportunity to all of its clients. The provision of goods and services to persons with disabilities will be integrated wherever possible. Persons with disabilities will benefit from the same services in a similar way as other clients.

  1. any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect
  2. 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 impediment, or physical reliance on a guide dog or other animal or on a wheelchair
  3. or other remedial appliance or device;
  4. a condition of mental impairment or a developmental disability;
  5. a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols
  6. or spoken language;
  7. a mental disorder, or
  8. an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997;

Accessible shall mean capable of being entered or reached, approachable; easy to get at; capable of being influenced, obtainable; able to be understood or appreciated.

Assistive Device shall mean a device used to assist persons with disabilities in carrying out activities or in accessing the services of persons or organizations covered by the customer Service Standard.

Dignity shall mean respecting and treating every person including persons with a disability as valued and as deserving of effective and full service as any other client.

Independence shall mean freedom from control or influence of others, freedom to make your own choices.

Guide Dog shall mean a dog trained as a guide for a person who is blind and having the qualifications prescribed by the regulations.

Goods and Services shall mean goods and services provided by ZTGH.

Service Animals shall mean animals that are used as a service animal for a person with a disability.

Support Person shall mean an individual hired or chosen by a person with a disability to provide services or assistance with communication, mobility, personal care, medical needs or with access to goods or services.