Accessibility Policy

PSN – Performance Solutions Network Corp. is committed to ensuring that its information and services are accessible to all Ontarians. This includes providing goods, services and when required, facilities that people with disabilities can use and benefit from equally and in a manner that respects their dignity and independence.

Key principles

Our policy is based on the principles of:

• respect for the dignity and independence of people with disabilities

• equal opportunity for people with disabilities to access, use and benefit from our goods, services and facilities with the same quality and timeliness that others receive

• service integration in relation to goods, services and facilities provided to the broader public, unless alternative ways of providing the service or program are necessary for equal opportunity

• communicating in ways that take into account a person’s disability-related needs

Laws and rules

Key standards and rules on providing accessible customer service are set out in the:

• Accessibility for Ontarians with Disabilities Act, 2005 (AODA)

• Integrated Accessibility Standards (Ontario Regulation 191/11)

The Ontario Human Rights Code (the Code) protects persons with disabilities in Ontario from discrimination and harassment based on their disability, including when receiving goods or services, and when using facilities. Under the Code, PSN – Performance Solutions Network Corp. has a duty to accommodate the needs of people with disabilities, up to the point of undue hardship.

Customer service training

Employees, volunteers, and any other people who provide goods, services or facilities on behalf of PSN – Performance Solutions Network Corp. will be trained in how to provide accessible customer service and on the requirements of our accessibility policies.

Information and Communication

When communicating or providing information to a person with a disability, we will do so in a manner that takes the person’s disability into account.

 Accessible formats and communications supports

If a person with a disability needs an accessible format, or help to communicate with us, we will work with the person to provide the format or support that will meet their needs — at no additional cost to them.

If we are not able to meet the person’s particular request in a reasonable timeframe, we will inform them and will work with them to determine an alternate method to accommodate their disability-related needs. Accessible formats may not be available in certain circumstances or for certain types of information, in which case we will provide a summary of the information.

Accessible websites and web content

Websites, applications and web content, controlled directly by PSN – Performance Solutions Network Corp. will meet or exceed the digital accessibility requirements set out in the Integrated Accessibility Standards (Ontario Regulation 191/11).

Feedback process

We will inform our customers and service users of the choices available for them to give feedback about the way we provide goods, services and facilities.

Feedback may be provided:

• in person

• by telephone/TTY

• in writing

• by email or

• by other communication technology as required

If customers or service users with disabilities would prefer to give their feedback, and receive a response to it, using an alternate method than one that is offered, they may request it.

Service disruption

If there is a problem with facilities, equipment or services that people with disabilities rely on to facilitate access, we will provide notice to the public.

The way we provide the notice will be determined by the nature of the problem.

We will always try to make alternative arrangements to provide service where possible.

Assistive devices

People with disabilities may use their own personal assistive devices. Where assistive devices are available in our buildings, our staff have been trained on how to use them.

Service animals

People with disabilities may use their service animal in all parts of our premises that are open to the public, unless the animal is excluded by law.

In cases where service animals are not allowed, we will ensure that other measures are available to ensure that the person can access the service.

Support persons

People with disabilities can access their disability-related support person while using our services.

In situations where personal information or other confidential matters will be discussed, the role of the support person may need to be agreed to in advance of the meeting. In some cases, the support person may be asked to sign a confidentiality agreement.

Admission fees

Where admission fees are charged for an event, training or attraction, support persons will not be charged.