Accessible Customer Service Policy

Ross Rehabilitation, a Division of Ross Occupational Therapy Professional Corporation, is committed to excellence in serving all clients including people with disabilities.

Communication

We will communicate with people with disabilities in ways that take into account their disability. Our website is available in an accessible format allowing voice over applications to read content.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed in the areas of our premises that are open to the public.

Support persons

A person with a disability who requires a support person is welcome to have that person accompany them on our premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for clients with disabilities, Ross Rehabilitation will post a notice at the reception desks in units 1 and 9. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. Services/Facilities include: wheel chair access to the clinic and wheel chair access washroom.

Assistive devices

We will accommodate client’s assistive devices and will offer assistance when required.

Training

Ross Rehabilitation will provide accessible customer service training to employees, including clinicians, administrative staff, and everyone involved in the development of policies, plans, practices and procedures related to the provision of our services. Training material will include Ross Rehabilitation Accessible Customer Service Policies and Practices & Procedures, and an overview of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).

Staff will be trained on Accessible Customer Service within one month of being hired.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005
  • Ross Rehabilitation’s Accessible Customer Service Plan related to the customer service standard
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • What to do if a person with a disability is having difficulty in accessing Ross Rehabilitation’s services
  • Staff will also be trained when changes are made to our accessible customer service plan.
Feedback process

Ross Rehabilitation welcomes client feedback on the way we provide services to people with disabilities. Feedback can be provided:

  • In writing
  • Via phone

Feedback, including complaints, will be reviewed by Maria Ross, Clinic Director. The client will receive a response within 10 business days.

Notice of availability

Ross Rehabilitation will advise the public that our Accessible Customer Service Plan is available upon request by posting a notice in the following location: Main Reception in Units 1 & Unit 9.

The Accessible Customer Service Plan is also available at www.rossrehab.com in a format that is compatible with voice over applications which can read the text.

Modifications to this or other policies

Any policy, practice or procedure of Ross Rehabilitation that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.