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Accessibility for Ontarians with Disabilities Act (AODA)

Customer Service Policy

Burlington Taxi Inc. is committed to diversity, inclusion and accessibility in everything we do. These core values are fundamental to the way we do business and come through in the experiences we design for people. With this in mind, we are continuously taking steps to improve the overall accessibility of the Burlington Taxi Inc. experience.

In compliance with the Accessibility for Ontarians with Disabilities Act (AODA), Burlington Taxi Inc. wishes to make available our customer service policy:

OUR COMMITMENT

It is the policy of Burlington Taxi Inc. that our location is committed to providing accessibility and equitable customer service to each and every one of our diverse and valued customers.  We strive to design and operate our location so that it is are accessible to all persons with disabilities, and we are committed to providing services in a manner that respects the dignity and independence of persons with disabilities.

USE OF SERVICE ANIMALS AND SUPPORT PERSONS

Service Animals

Persons with disabilities may enter any Burlington Taxi Inc. 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 Burlington Taxi Inc. it is the responsibility of the person with a service animal to control the animal at all times.

In the event a Burlington Taxi Inc. partner or customer is allergic to animals, alternative arrangements will be negotiated.

Support Persons

Persons with disabilities may enter Burlington Taxi Inc. premises accompanied by a support person and may have access to that support person at all times.

Burlington Taxi Inc. may require a person with a disability to be accompanied by a support person while on Burlington Taxi Inc. 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 DISRUPTION

Burlington Taxi 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 prominently at the entrance to the Burlington Taxi Inc. location.

TRAINING FOR PARTNERS

Burlington Taxi 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 employees of Burlington Taxi Inc. as part of our onboarding process.

A record of training received by Burlington Taxi Inc. employees will be kept by the human resources department.  Training will include:

  • The purpose of the Accessibility for Ontarians with Disabilities Act, 2005;
  • The requirements of the Accessibility Standards for Customer Service (Ontario Regulation 429/08);
  • Information about Burlington Taxi Inc. policies and procedures pertaining to the provision of Burlington Taxi Inc. 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 Burlington Taxi Inc. location;
  • How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or support person.

FEEDBACK PROCESS

 

Burlington Taxi Inc. welcomes feedback, including feedback about the delivery of our services to persons with disabilities.  Burlington Taxi 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 (905) 333-3333) or by email at info@burlingtontaxi.com

 

MODIFICATIONS TO THIS OR OTHER POLICIES

 

Burlington Taxi Inc. is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities.  Burlington Taxi 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.

Section 2 – BURLINGTON TAXI INC. Multi-Year Accessibility Plan

 

Customer Service Standard
AODAStandard Action Description Status ComplianceDate
Establishment ofPolicies and All BURLINGTON TAXI INC. Policies and Practices have been drafted to embody the four AODA principles ofDignity, Independence, Integration and Equal Opportunity CreatedJanuary January2012
Procedures Specific practices were drafted to cover:•    Assistive Devices           ● Notice of Service Disruptions       ● Communication•    Service Animals               ● Feedback

•    Support Persons            ● Training

2012 and ongoing
 

 

 

 

 

 

 

 

 

 

 

 

 

General

BURLINGTON TAXI INC. will ensure that methods of communication will be available in any way that is deemed reasonable when accessing BURLINGTON TAXI INC. programs and services.BURLINGTON TAXI INC. is committed to providing service excellence in the delivery of all programs and services to its members who may require the use of assistive devices. 

BURLINGTON TAXI INC. will train its employees to ensure that they are familiar with the various types of assistive devices that may be used by persons with disabilities when accessing our BURLINGTON TAXI INC. facilities, programs and services.

January2012 and ongoing January2012
Service Animals People with disabilities who are accompanied by a service animal will be welcomed at all Created January
of our locations that are open to the public. January 2012
Staff/volunteers will be properly trained in how to interact with people with disabilities who are accompanied by a service animal. 2012 and ongoing
Support Persons People with disabilities who are accompanied by a support person will be welcomed at all Created January
of our locations that are open to the public. January 2012
Any person with a disability who is accompanied by a support person will be allowed to enter BURLINGTON TAXI INC. premises with his or her support person. At no time will 2012 and ongoing
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 our premises.
Staff will be properly trained in how to interact with people with disabilities
who are accompanied by a support person.

 

 

Communication BURLINGTON TAXI INC. will make every effort to communicate with persons with disabilities in ways that take into account their disability.Staff will be trained on how to interact and communicate with people with various types of disabilities. Communication is a process of providing, sending, receiving and understanding information. 

Depending on the situation and the person’s needs, BURLINGTON TAXI INC. will offer alternatives ways to make communications more accessible. Finding a suitable communication method may require consideration of the situation or circumstances of the provider and of the person with a disability.

CreatedJanuary2012 and ongoing January2012
Feedback Process Members and participants may provide feedback regarding the way we provide services tothose with disabilities in person, by telephone, in writing or by email.All feedback will be directed to the General Manager or VP of Operations. Members or participants can expect to hear back within 2 business days. CreatedJanuary2012 and ongoing January2012
Training BURLINGTON TAXI INC. will provide the appropriate training to all employees and others who deal with the public.When policies, practices or procedures on the provision of goods or services to people with disabilities change, updated training will be provided to all staff/volunteers. 

Initial training will be provided at time of orientation, no less than three months (probation period) after staff commence their duties.

CreatedJanuary2012 and ongoing January2012
Notice of ServiceDisruptions In the event of a planned or unexpected disruption in the facilities or services usually usedby people with disabilities, notices will be posted.This notice will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if available. The notice will be placed at all public entrances and service counters on our premises. A notice will be placed on our website as well. CreatedJanuary2012 and ongoing January2012

 

 

Integrated Accessibility Standard
AODA StandardSub-Section Action Description Status ComplianceDate
Accessibility Burlington Taxi Inc. will develop, implement and maintain policies that meet AODA Created January 2012 and ongoing January2014
 

 

 

 

 

 

General

Policies requirements.
AccessibilityPlans Burlington Taxi Inc. will establish, implement, maintain and document a multi-year accessibilityplan, which will outline Burlington Taxi Inc.’s strategy to prevent and remove barriers. Created January2014
Training Burlington Taxi Inc. will provide the appropriate training to all employees. All training will encompass the AODA Regulations and the HumanRights Code.Training will occur on an ongoing basis and whenever changes are made to relevant policies, practices and procedures.

 

Training will be provided to each person as soon as practicable after he or she is assigned applicable duties.

Createdand ongoing January2015
Filing Reports Burlington Taxi Inc. will file all applicable annual Ministry reports Yearly Yearly
Kiosks Burlington Taxi Inc. will take into consideration when designing, procuring and installing Kiosks that they allow users to access or use in accessible ways Nonepresently used January2014
Emergency Burlington Taxi Inc. has prepared and our staff are trained on our emergency procedures and January 2012 January
 

 

 

 

 

 

Information and

Communication

ResponseInformation plans. They are not made available to the public. If that changes we will provide the information in an accessible format and with appropriate communication supports. 2012
Formats andCommunicationSupports Burlington Taxi Inc. is committed to consulting with and providing people with disabilitiesaccessible formats and communication supports when requested.Burlington Taxi Inc. will notify the public about the availability of accessible formats and communication supports. BeingDeveloped January2016
Website and Burlington Taxi Inc. is committed to ensuring that our internet and its content conforms with the Being January
Web Content WWW Consortium Web Content Accessibility Guidelines (“WCAG”) 2.0 Level A and Developed 2014 –
eventually increasing to Level AA. 2021
Feedback Members and participants may provide feedback regarding the way we provide services to those with disabilities in person, by telephone, in writing or by email.All feedback will be directed to the General Manager or VP of Operations. Members or participants can expect to hear back within 2 business days. CreatedJanuary 2012 January2015

 

 

Recruitment Burlington Taxi Inc. will ensure that both employees and Being January
 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Employment

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Accommodations

members of the public will be made aware that accommodations are available.Burlington Taxi Inc. will add a section on job postings and applications that will allow individuals applying for jobs to inform Burlington Taxi Inc. if they require accommodations. 

Once an applicant is selected for an interview, that person will be asked if they require any accommodations during the interview process.

 

Burlington Taxi Inc. will ensure that all successful candidates are informed about BURLINGTON TAXI INC. Accessibility policies and procedures.

Developed 2016
Return to Work Burlington Taxi Inc. will ensure that employees are made aware of the Return to Work process for employees who have been absent from work due to a disability and require accommodations. All Return to Work plans will be documented and added to the employee’s individual plan. BeingDeveloped January2016
Performance Management Burlington Taxi Inc. will ensure that accessibility needs are taken into account during an employee’s Performance Appraisal. All Performance Management plans will be documented. BeingDeveloped January2016
Career Development Burlington Taxi Inc. will ensure that accessibility needs are taken into account during an employee’s Career Development and that no opportunity is overlooked due to accommodation needs. All Career Development plans will be documented. BeingDeveloped January2016
Redeployment Burlington Taxi Inc. will ensure that accessibility needs are taken into account if an employee is redeployed. AllRedeployment plans will be documented. BeingDeveloped January2016

 

 

IndividualEmergency Response Information Burlington Taxi Inc. has provided all employees with disabilities an individualized plan for when emergency situations arise. ImplementedJanuary 2012 and ongoing January2012
CommunicationSupports Burlington Taxi Inc. will train all employees on the AODA Policies.All AODA Information will be provided to employees at time of hire and if there are policy changes. CreatedJanuary 2012 and ongoing January2016