Wardco Window & Door Manufacturing Inc. (hereinafter referred to as Wardco), is
committed to providing accessible customer service to people with disabilities in
This policy is intended to meet the requirements of Ontario Regulation 429/07 under
the AODA. It applies to the provision of goods or services to the public, not the
This policy aims to ensure that persons with disabilities are given equal opportunity
to obtain, use and benefit from Wardco’s goods or services. Reasonable efforts will
be made to ensure that:
Goods or services are provided in a manner that respects the dignity and independence
of persons with disabilities.
The goods or services provided to persons with disabilities are integrated with
the provision of goods or services to others unless an alternate measure is necessary
to allow a person with a disability to benefit from the goods or services. The alternate
measure may be temporary or permanent.
Communications with a person with a disability are conducted in a manner that takes
the person’s disability into account.
People with disabilities may use assistive devices, service animals and support
persons as is necessary to access Wardco’s goods or services. If a service animal
is excluded by law from the premises, other measures will be made available for
the person with a disability to access the goods or services.
Disability, as defined by the AODA and the Ontario Human Rights Code, is:
Any degree of physical disability, infirmity, malformation or disfigurement that
is caused by bodily injury, birth defect or illness and, without limiting the generality
of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree
of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment,
deafness or hearing impediment, muteness or speech impediment, or physical reliance
on a guide dog or other animal or on a wheelchair or other remedial appliance or
A condition of mental impairment or a developmental disability,
A learning disability, or a dysfunction in one or more of the processes involved
in understanding or Using symbols or spoken language,
A mental disorder, or,
An injury or disability for which benefits were claimed or received under the insurance
plan established under the Workplace Safety and Insurance Act, 1997.
As reflected in Ontario Regulation 429/07, an animal is a service
animal for a person with a disability if it is readily apparent that the animal
is used by the person for reasons relating to his or her disability, or if the person
provides a letter from a physician or nurse confirming that the person requires
the animal for reasons relating to the disability.
A technical aid, communication device, or medical aid modified
or customized, that is used to increase, maintain, or improve the functional abilities
of people with disabilities.
As defined by the AODA, means anything that prevents a person with a disability
from fully participating in all aspects of society because of his or her disability,
including a physical barrier, an architectural barrier, information or communications
barrier, an attitudinal barrier, a technological barrier, a policy or a practice.
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 or medical needs
or with access to goods or services.
Guidelines and Procedures
This policy governs the provision of goods or services by Wardco to persons with
disabilities which includes the provision of goods or services by Wardco employees
and volunteers and by agents and contractors who provide goods or services on behalf
Wardco. This policy may be supplemented by practices and procedures, as required
by Ontario Regulation 429/07.
Persons with disabilities may use assistive devices as required in accessing goods
or services provided by Wardco unless otherwise prohibited by law.
Persons with disabilities are permitted to be accompanied by their support person in areas/premises that are open to the public, when accessing goods or services provided Wardco.
Wardco may deem it necessary to require a support person for a person with a disability in order to protect the health and safety of that person or of others on the premises.
This will only occur after consultation with the person with a
disability and when it is the only means to allow the person with a disability to
access Wardco’s goods or services.
Support persons must comply with Wardco’s Health & Safety Policy, in order to
ensure the safety of Wardco’s workers, contractors and suppliers.
Persons with disabilities are permitted to be accompanied by their service animal
and keep that animal with them in areas that are open to the public, when accessing
goods or services provided by Wardco, unless otherwise prohibited by law.
In the event that a service animal is prohibited from the premises, Wardco will
ensure that other measures are available to enable the person with a disability
to obtain, use or benefit from Wardco’s goods or services.
Service animals must be supervised by their owners and kept in control when used
to access Wardco’s goods or services.
In the event of a planned service disruption to facilities and services that
are relied upon by people with disabilities to access Wardco’s goods or services,
notice of the disruption shall be provided in advance.
Notice will include information about the reason for the disruption, its anticipated
duration and a description of alternative facilities and services that may be available.
Notice may be given by posting the information in a conspicuous place on premises
owned or operated by the provider of goods or services, or posted on Wardco’s website
by such other method as is reasonable under the circumstances.
In the event of an unexpected disruption, notice will be provided as soon as
Availability of Documents
As required by Ontario Regulation 429/07, Wardco will prepare one or more documents,
describing the following, and provide them upon request to any person:
Wardco’s policies, practices and procedures governing the provision of goods or
services to people with disabilities;
Wardco’s policies, practices and procedures governing the use of service animals
and support persons;
The steps Wardco will take in connection with a temporary disruption of facilities
or services usually used by people with disabilities;
Wardco’s policy on providing training on accessible customer service; and,
Wardco’s process for receiving and responding to feedback on the provision of goods
or services to people with disabilities.
If Wardco is required by Ontario Regulation 429/07 to provide documents to a
person with a disability, the document or the information contained in the document
will be provided in a format that takes into account the person’s disability.
Wardco will make reasonable efforts to respond to requests for documents in alternate
formats in a timely manner.
As required by Ontario Regulation 429/07, the following individuals will receive
training on a number of topics outlined in the regulation:
Staff, volunteers, agents/contractors and any other individuals who interact with
the public or other third parties on behalf of Wardco; and,
Staff, volunteers, agents/contractors and any other individuals who participate
in the development of Wardco’s policies, practices and procedures governing the
provision of goods or services to members of the public or third parties
The training will include the following topics:
A review of the purposes of the AODA and the requirements of Ontario Regulation
How to interact and communicate with people with various types of disabilities;
How to interact with people with disabilities who use an assistive device, service
animal or a support person; • how to use the equipment or assistive devices available
on Wardco’s premises;
What action to take if a person with a particular type of disability is having difficulty
accessing goods or services; and,
Wardco’s customer service policies, practices and procedures governing the provision
of goods or services to people with disabilities.
As required by Ontario Regulation 429/07, Wardco will keep records of the training
Wardco shall create and maintain a feedback process so that members of the public
are able to comment on the provision of goods or services to people with disabilities.
The feedback process will allow for comments in person, by telephone, in writing
or by delivering an electronic text by email, or otherwise.
The feedback process will specify the actions that will be taken by Wardco, if
complaints or suggestions are received.
The Accessible Customer Service Policy shall not apply during any period where
an emergency, as defined under the Emergency Management and Civil Protection Act,
1990, has been declared.
The Accessible Customer Service Policy will be reviewed and/or amended when additional
accessibility related regulations are enacted by the Government of Ontario, or as
For more information please contact:
Phone: 905-333-4521 x211