This policy is intended to meet the requirements of Accessibility Standards for Customer
Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act,
2005, and applies to the provision of goods and services to the public or other third parties, not
to the goods themselves.
All goods and services provided by RLB LLP shall follow the principles of dignity, independence,
integration and equal opportunity.
a) This policy applies to the provision of goods and services at premises owned and
operated by RLB LLP.
b) This policy applies to employees, volunteers, agents and/or contractors who deal with
the public or other third parties that act on behalf of RLB LLP, including when the
provision of goods and services occurs off the premises of RLB LLP such as in: delivery
services, call centers, vendors, drivers, catering and third party marketing agencies.
c) The section of this policy that addresses the use of guide dogs, service animals and
service dogs only applies to the provision of goods and services that take place at
premises owned and operated by RLB LLP.
d) This policy shall also apply to all persons who participate in the development of the RLB
LLP’s policies, practices and procedures governing the provision of goods and services
to members of the public or third parties.
Assistive Device – is a technical aid, communication device or other instrument that is used to
maintain or improve the functional abilities of people with disabilities. Personal assistive devices
are typically devices that customers bring with them such as a wheelchair, walker or a personal
oxygen tank that might assist in hearing, seeing, communicating, moving, breathing,
remembering and/or reading.
Disability – the term disability as defined by the Accessibility for Ontarians with Disabilities Act,
2005, and the Ontario Human Rights Code, refers to:
Guide Dog – is a highly-trained working dog that has been trained at one of the facilities listed in
Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and
increased independence for people who are blind.
Service Animal – as reflected in Ontario Regulation 429/07, an animal is a service animal for a
person with a disability if:
Service Dog – as reflected in Health Protection and Promotion Act, Ontario Regulation 562 a
dog other than a guide dog for the blind is a service dog if:
Support Person – as reflected in Ontario Regulation 429/07, a support person means, in relation
to a person with a disability, another person who accompanies him or her in order to help with
communication, mobility, personal care, medical needs or access to goods and services.
In accordance with the Accessibility Standards for Customer Service, Ontario Regulation
429/07, this policy addresses the following:
A. The Provision of Goods and Services to Persons with Disabilities;
B. The Use of Assistive Devices
C. The Use of Guide Dogs, Service Animals and Service Dogs
D. The Use of Support Persons
E. Notice of Service Disruptions
F. Customer Feedback
H. Notice of Availability and Format of Required Documents
A. The Provision of Goods and Services to Persons with Disabilities
RLB LLP will make every reasonable effort to ensure that its policies, practices and procedures
are consistent with the principles of dignity, independence, integration and equal opportunity by:
B. Assistive Devices
Customer’s own assistive device(s):
Persons with disabilities may use their own assistive devices as required when accessing goods
or services provided by RLB LLP.
In cases where the assistive device presents a safety concern or where accessibility might be
an issue, other reasonable measures will be used to ensure the access of goods and services.
For example, open flames and oxygen tanks cannot be near one another. Therefore, the
accommodation of a customer with an oxygen tank may involve ensuring the customer is in a
location that would be considered safe for both the customer and business. Or, where elevators
are not present and where an individual requires assistive devices for the purposes of mobility,
service will be provided in a location that meets the needs of the customer.
C. Guide Dogs, Service Animals and Service Dogs
A customer with a disability that is accompanied by guide dog, service animal or service dog will
be allowed access to premises that are open to the public unless otherwise excluded by law.
“No pet” policies do not apply to guide dogs, service animals and/or service dogs.
Food Service Areas:
A customer with a disability that is accompanied by guide dog or service dog will be allowed
access to food service areas that are open to the public unless otherwise excluded by law.
Other types of service animals are not permitted into food service areas due to the Health
Protection and Promotion Act, Ontario Regulation 562 Section 60.
If a guide dog, service animal or service dog is excluded by law (see applicable laws below)
RLB LLP will offer alternative methods to enable the person with a disability to access goods
and services, when possible (for example, securing the animal in a safe location and offering
the guidance of an employee).
Food Safety and Quality Act 2001, Ontario Regulation 31/05: Animals not intended for slaughter
or to be euthanized are not allowed in any area or room of a meat plant. It also makes an
exception for service dogs to allow them in those areas of a meat plant where food is served,
sold or offered for sale to customers and in those areas that do not contain animals or animal
parts and are not used for the receiving, processing, packaging, labelling, shipping, handling or
storing of animals or parts of animals.
The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, normally does not
allow animals in places where food is manufactured, prepared, processed, handled, served,
displayed, stored, sold or offered for sale. It does allow guide dogs and service dogs to go into
places where food is served, sold or offered for sale. However, other types of service animals
are not included in this exception.
Dog Owners’ Liability Act, Ontario: If there is a conflict between a provision of this Act or of a
regulation under this or any other Act relating to banned breeds (such as pitbulls) and a
provision of a by-law passed by a municipality relating to these breeds, the provision that is
more restrictive in relation to controls or bans on these breeds prevails.
Recognizing a Guide Dog, Service Dog and/or Service Animal:
If it is not readily apparent that the animal is being used by the customer for reasons relating to
his or her disability, RLB LLP may request verification from the customer.
Verification may include:
Care and Control of the Animal:
The customer that is accompanied by a guide dog, service dog and/or service animal is
responsible for maintaining care and control of the animal at all time.
If a health and safety concern presents itself for example in the form of a severe allergy to the
animal, RLB LLP will make all reasonable efforts to meet the needs of all individuals.
D. Support Persons
If a customer with a disability is accompanied by a support person, RLB LLP will ensure that
both persons are allowed to enter the premises together and that the customer is not prevented
from having access to the support person.
There may be times where seating and availability prevent the customer and support person
from sitting beside each other. In these situations RLB LLP will make every reasonable attempt
to resolve the issue.
In situations where confidential information might be discussed, consent will be obtained from
the customer, prior to any conversation where confidential information might be discussed.
If payment is required by a support person for admission to the premises RLB LLP will ensure
that notice is given in advance by posting notice of admission fees for support persons where
RLB LLP fees are posted.
E. Notice of Disruptions in Service
Service disruptions may occur due to reasons that may or may not be within the control or
knowledge of RLB LLP. In the event of any temporary disruptions to facilities or services that
customer’s with disabilities rely on to access or use RLB LLP’s goods or services, reasonable
efforts will be made to provide advance notice. In some circumstances such as in the situation
of unplanned temporary disruptions, advance notice may not be possible.
Notifications will Include:
In the event that a notification needs to be posted the following information will be included
unless it is not readily available or known:
When disruptions occur RLB LLP will provide notice by:
F. Feedback Process
RLB LLP shall provide customers with the opportunity to provide feedback on the service
provided to customers with disabilities. Information about the feedback process will be readily
available to all customers and notice of the process will be made available by the firm’s website
or contacting the general reception. Feedback forms along with alternate methods of providing
feedback such as verbally (in person or by telephone) or written (hand written, delivered,
website or email), will be available upon request. See Client with Disabilities Feedback Form.
Customers can submit feedback to:
Customers who wish to provide feedback by completing an onsite customer feedback form or
verbally can do so to any RLB LLP employee.
Customers that provide formal feedback will receive acknowledgement of their feedback, along
with any resulting actions based on concerns or complaints that were submitted.
Training will be provided to:
a) all employees, volunteers, agents and/or contractors who deal with the public or other
third parties that act on behalf of RLB LLP; for example: salespersons, drivers, vendors,
event operators, call centers and third party marketing agents; and,
b) those who are involved in the development and approval of customer service policies,
practices and procedures.
As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the
RLB LLP will provide training as soon as practicable. Training will be provided to new
employees, volunteers, agents and/or contractor who deal with the public or act on our behalf
during orientation. Revised training will be provided in the event of changes to legislation,
procedures and/or practices.
Record of Training:
RLB LLP will keep a record of training that includes the dates training was provided and the
number of employees who attended the training.
Notice of Availability and Format of Documents
RLB LLP shall notify customers that the documents related to the Accessibility Standard for
Customer Service are available upon request and in a format that takes into account the
customer’s disability. Notification will be given by posting the information in a conspicuous place
owned and operated by RLB LLP, the RLB LLP’s website and/or any other reasonable method.
If you have any questions or concerns about this policy or its related procedures please contact:
This policy and its related procedures will be reviewed as required in the event of legislative