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1-100 McQueen Blvd
Fergus, ON N1M 3T8

Call (519) 787-0027 to schedule an appointment

Home ยป Accessibility Policy

Accessibility Policy

Accessible Customer Service Plan
Providing Goods and Services to People with Disabilities

Upper Grand Eye Care is committed to excellence in serving all customers including people with disabilities.

Assistive devices
We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.

We will communicate with people with disabilities in ways that take into account their disability.

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

Support persons
A person with a disability who is accompanied by a support person will be allowed 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 customers with disabilities, Upper Grand Eye Care will try its best to notify customers promptly by phone ahead of the scheduled appointment. A clearly posted notice will also be displayed at the entrance, and will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

Upper Grand Eye Care will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

Individuals in the following positions will be trained: Optometrists, opticians, and all other staff interacting with patients in the clinic.

A training fact sheet will be provided to staff upon hiring.
This fact sheet includes:

An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of 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 the services provided at Upper Grand Eye Care.

Staff will also be trained when changes are made to our accessible customer service plan.

Feedback process
Customers who wish to provide feedback on the way Upper Grand Eye Care provides goods and services to people with disabilities are encouraged to contact any staff member to communicate their feedback verbally, or may put it in writing. All feedback, including complaints, will be immediately forwarded to the clinic director. Every effort will be made to contact the customer, discuss the issues and make any necessary changes to policies and practices at the clinic.

Notice of availability
Upper Grand Eye Care will make its Accessible Customer Service Policy available on its website and will post a notice in a visible area in the clinic to direct persons to a paper copy.

Modifications to this or other policies
Any policy of Upper Grand Eye Care that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Accessible Customer Service Policy
For People with Disabilities

The Accessibility for Ontarians with Disabilities Act (AODA , 2005)
The purpose of the AODA is to develop, implement and enforce standards for accessibility related to goods, services, facilities, employment, accommodation and buildings for persons with disabilities in Ontario.

Implications of AODA for Customer Service Standards
Accessible customer service is not just about ramps or automatic door openers. It’s about understanding that people with disabilities may have different needs. It can be as easy as asking “How can I help?” and making small changes to how you serve customers with disabilities.

Upper Grand Eye Care Mission Statement
Upper Grand Eye Care is committed to providing accessible customer service to person with a disability. It will make every reasonable effort to provide goods and services in a manner that respects the dignity and independence of persons with disabilities.

Basic Guidelines for all Upper Grand Eye Care Staff
1. Consider a person’s disability when communicating with them.
2. Allow assistive devices in your workplace, like wheelchairs, walkers and oxygen tanks.
3. Allow service animals.
4. Welcome support persons.
5. Make every effort to adjust equipment, examination procedures and other interactions to respond to patients’ needs in a safe and comfortable manner.
6. Ask patients with disabilities who are having difficulties accessing services in the clinic how they may be best helped.
7. Let customers know in advance when accessible services are not available.
8. Invite customers to provide feedback and make the Accessible Customer Service Policy available to patients upon request.


All staff at Upper Grand Eye Care must become familiar with and implement the recommendations in the Accessibility Standard for Customer Service Training Tips for Employees .

This document is appended in this binder and includes information on:
1) how to interact and communicate with people with various types of disabilities, including physical, vision and/or hearing loss, speech impairments, learning disabilities, intellectual/developmental disabilities, and mental health disabilities.
2) how to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person.

Updated mkJune2013


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