Accessibility Policy

Accessible Customer Service

Ag Energy Co-operative Ltd. is committed to treating all persons, including our members, customers, employees, and the public, in a way that allows them to maintain their dignity and independence. We will meet the needs of persons with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility.
In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), Ag Energy Co-operative Ltd. has, and will continue to achieve, the requirements of the Integrated Accessibility Standards Regulation (IASR) which includes Standards on Customer Service, Information & Communications, Employment, and the Design of Public Spaces. Our policies and procedures are available in an accessible format upon request.

Click Here to see our AODA Customer Service Policy

Click Here to see our Integrated Accessibility Standards Policy

Feedback on our Customer Service

Ag Energy Co-operative Ltd. is committed to providing accessible customer service in accordance with the Accessibility of Ontarians with Disabilities Act (AODA).

We welcome feedback from customers with disabilities on the service they have received from our employees, volunteers, and/or third parties. Customers can submit feedback via the Feedback Form on our website or may direct their feedback to the Director of Finance and Shared Services or to the Marketing, Communications, and Administrative Associate.

Laura Toombs
Marketing, Communications, and Administrative Associate
519-780-3277 (Direct)
45 Speedvale Ave E,
Guelph, ON N1H 1J2
ltoombs@agenergy.coop

John Manera
Director of Finance and Shared Services
519-780-3272 (Direct)
519-763-5231 (Fax)
45 Speedvale Ave E,
Guelph, ON N1H 1J2
jmanera@agenergy.coop

Customers can expect to hear back in 10 business days. Feedback will be used to make improvements to the manner in which we provide services to persons with disabilities and all complaints will be addressed according to the Company’s complaint management procedures.

Click Here to see our Feedback Form

AODA Customer Service Policy

Introduction

This policy is available in alternate formats upon request.

Intent

Ag Energy Co-operative Ltd. strives at all times to provide services in a way that respects the dignity and independence of persons with disabilities. This policy outlines the Company’s plan on meeting the requirements of the Customer Service Standard of the Accessibility of Ontarians with Disabilities Act, 2005.

Definitions

1. “Disability” as defined by the Accessibility of Ontarians with Disabilities Act, 2005 is:

(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 impairment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on 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,

(d) A mental disorder, or

(e) An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

2. “Assistive devices” may include, but are not limited to: equipment a person with a disability uses to help them with daily living such as a wheelchair, screen reader, hearing aid, cane or walker, an oxygen tank.

3. “Accessible formats” may include, but are not limited to: large print, recorded audio, videos with captions and/or audio descriptions, braille and other formats usable by persons with disabilities.

4. “Communication supports” may include, but are not limited to: captioning, alternative and augmentative communication, plain language, sign language and other supports that facilitate effective communication.

Practice

Training
Ag Energy Co-operative Ltd. will ensure that all employees receive training as required by the Accessibility Standards for Customer Service. In addition, training will be provided to employees as part of New Hire Orientation and on a continual basis as required, such as when changes are made to this Accessible Customer Service Policy.

Training will include:
a) A review of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005, and the requirements of the Accessibility Standards for Customer Service;
b) Information about Ag Energy’s policies, procedures, and guidelines pertaining to the provision of services to customers with disabilities;
c) How to interact and communicate with persons with various types of disabilities;
d) What to do if a person with a disability is having difficulty in accessing our services or resources;
e) How to interact with persons with disabilities who use assistive devices or require the assistance of a service animal or a support person.

Communication

All employees, volunteers, and third parties will provide service that respects the dignity and independence of clients with disabilities. This includes:

a) Communication with people with disabilities in ways that take into account their disability;

b) Serving people with disabilities in a way that takes into account their use of assistive devices (i.e. wheelchairs, oxygen tanks, white canes);

c) Providing information in an accessible format or with communication supports to all customers upon request;

d) Welcoming people who are accompanied by a service animal or a support person on our premises and where permissible by law.

Assistive Devices

Ag Energy Co-operative Ltd. is committed to serving persons with disabilities who use assistive devices to obtain and benefit from our services. Through the completion of training, employees will familiarize themselves with the various assistive devices that may be used by customers. Where an employee is not familiar with the assistive device, he/she will consult with the customer and/or immediately refer the matter to the Director of Finance and Shared Services who will be vested with the responsibility to achieve the necessary customer service as quickly as reasonably possible.

 

Use of Service Animals and Support Persons

Persons with disabilities may bring their service animal on the parts of our premises that are open to our customers or other third parties, and the animal is not otherwise excluded by law. Ag Energy Co-operative Ltd will ensure that all employees, including volunteers and third parties, dealing with customers are trained in how to interact with persons with disabilities who are accompanied by a service animal. It is the responsibility of the person with a service animal to control the animal at all times. When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

Any person with a disability who is accompanied by a support person will be allowed to enter the Company’s premises open to customers or other third parties with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on the Company’s 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 Ag Energy Co-operative Ltd. site includes the following building accessibility features:
• Accessible pathways indoors and outdoors
• An accessible washroom (without an automatic door)
With prior notification from the member/customer, the Office Administrator/Receptionist is available to assist a customer enter the building and access rooms without automatic doors.

Ag Energy Co-operative Ltd. will make reasonable effort to provide customers with notice in the event of a planned or unexpected disruption in the facilities or services normally used by persons with disabilities. This notice will include information about the reason for the disruption, how long the disruption is expected to last, and a description of any alternative facilities or services, if available. This notice will be provided in accessible formats and will be posted on our website and displayed prominently via the front door of the building.

 

Feedback Process

Ag Energy Co-operative Ltd. welcomes feedback from customers with disabilities on the service they have received from our employees, volunteers, and/or third parties. Customers can submit feedback via the Feedback Form on our website or may direct their feedback to the Director of Finance and Shared Services or to the Marketing, Communications, and Administrative Associate.

Laura Toombs
Marketing, Communications, and Administrative Associate
519-780-3277 (Direct)
45 Speedvale Ave E,
Guelph, ON N1H 1J2
ltoombs@agenergy.coop

John Manera
Director of Finance and Shared Services
519-780-3272 (Direct)
519-763-5231 (Fax)
45 Speedvale Ave E,
Guelph, ON N1H 1J2
jmanera@agenergy.coop

Customers can expect to hear back in 10 business days. Feedback will be used to make improvements to the manner in which we provide services to persons with disabilities and all complaints will be addressed according to the Company’s complaint management procedures.

Modifications to this or Other Policies

Ag Energy Co-operative Ltd. is committed to developing customer service policies that respect and promote the dignity and independence of persons with disabilities. Therefore, no change will be made to this policy before considering the impact on persons with disabilities. Any Company policy that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed.

Questions about this Policy

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about this policy, please contact the Director of Finance and Shared Services.

Integrated Accessibility Standards Policy

General Requirements

Intent

The purpose of this Ag Energy Co-operative Ltd. Integrated Accessibility Standards Regulation Policy (the “Policy”) is to set out how Ag Energy Co-Operative Ltd. achieves and will achieve accessibility through meeting the requirements of Ontario Regulation 191/11 – Integrated Accessibility Standards Regulation (the “IASR”).
The IASR establishes the accessibility standards and compliance timeframes for each of information and communications, employment, transportation and the design of public spaces.
The requirements in the standards set out in the IASR are not a replacement or a substitution for the requirements established under the Human Rights Code.
This Policy is not intended to replace or supersede the Ag Energy Accessible Customer Service Policy. It will be reviewed and amended, as required, if and when additional accessibility related regulations are enacted by the Government of Ontario and if and when changes are made to the legislative framework governing accessibility.
Ag Energy is committed to identifying, eliminating and preventing barriers and increasing accessibility for persons with disabilities in the areas of information, communications, employment, and the design of public space.
Ag Energy is governed by this policy as well as the Accessibility Standards for Customer Service Policy and the Accessibility for Ontarians with Disabilities Act, 2005, in meeting the accessibility needs of persons with disabilities.

Commitment

Ag Energy is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of persons with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

Practice

Training

Ag Energy will ensure that training is provided on the requirements of the accessibility standards and on the Human Rights Code, as it pertains to persons with disabilities, to:
• all our employees, students, and volunteers
• all persons who participate in developing these policies
• all other persons who provide goods, services or facilities on behalf of Ag Energy

The training will be appropriate to the duties of the employees, students, volunteers, and third parties.
Employees will be trained when changes are made to the accessibility policy, and new employees will be trained as part of their orientation. Records of completion of the training will be kept in employee files.

Information and Communication Standards

Feedback
Ag Energy will continue to ensure that our process for receiving and responding to feedback is accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communication supports, upon request. Nothing in this section detracts from the commitments in the Ag Energy Accessible Customer Service Policy.
Accessible formats and communication supports
Ag Energy will consult with the person making the request in determining the suitability of an accessible format or communication support.

 

Employment Standards

Ag Energy will inform employees of the policies used to support employees with disabilities throughout the employment life cycle. Ag Energy will notify our employees and the public about the availability of accommodation for applicants with disabilities in our recruitment process.

Recruitment, Assessment or Selection Process
Ag Energy will notify job applicants through the job posting that accommodations are available upon request in relation to the materials or processes to be used. If a selected applicant requests an accommodation, Ag Energy will consult with the applicant and provide or arrange for the provision of a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

Notice to Successful Candidates
When making offers of employment, Ag Energy will notify the successful candidate of our policies for accommodating employees with disabilities.

Informing Employees of Support Available
Ag Energy will continue to inform our employees of our policies (and any updates to 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.

Accessible Formats and Communication Supports for Employees
Upon the request of an employee with a disability, Ag Energy will consult with the employee to provide or arrange for the provision of accessible formats and communication supports for information needed to perform their job and any information that is generally available to other employees. In determining the suitability of an accessible format or communication support, Ag Energy will consult with the employee making the request.

Workplace Emergency Response Information
Ag Energy will provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary, and if Ag Energy is aware of the need for accommodation due to the employee’s disability. Ag Energy will provide this information as soon as practicable after becoming aware of the need for accommodation.

Where the employee requires assistance, Ag Energy will, with the consent of the employee, provide the workplace emergency response information to the person designated by Ag Energy to provide assistance to the employee.

Ag Energy will review the individualized workplace emergency response information when the employee moves to a different location in the organization and when the employee’s overall accommodation needs or plans are reviewed.

Performance Management, Career Development and Advancement and Reassignment

Ag Energy will take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when conducting performance management, providing career development and advancement to employees or when reassigning employees.

Design of Public Spaces

Ag Energy will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to existing public spaces. This includes:
• Service-related areas such as the reception area
• Accessible parking
• Routes/pathways

Questions
This policy has been developed to break down barriers and increase accessibility for persons with disabilities in the areas of information, communications and employment. If anyone has a question about the policy, or if the purpose of the policy is not understood, an explanation will be provided by the Director of Finance and Shared Services.

AODA Feedback Form

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