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Ontario’s Accessibility Standard for Customer Service is simply about providing good customer service to everyone.

Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities:

The New Vision Family Health Team is committed to being responsive to the needs of all patients and customers. We strive to provide quality service that is accessible to all and will make reasonable efforts to ensure policies, practices and procedures and the delivery of services provided to persons with disabilities are in keeping with the principles of dignity, equity/equality of outcome, independence and integration. We will communicate with people with disabilities in ways that take into account their disability and communication needs.

Assistive Devices:

The New Vision Family Health Team has powered doors to access the facility interior and exterior. We also have two universal washrooms located in our waiting room to accommodate a wheeled mobility device. These washrooms are equipped with grab bars. All washrooms in the clinic have powered sinks, powered soap dispensers and powered hand dryers. We also have an accessible exam table in our treatment room. These devices provide dignity and privacy for people of all disabilities.


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

Service Animals:

Persons with disabilities may enter our premises accompanied by a service animal and keep the animal with them, if the public has access to such premises, and the animal is not otherwise excluded by law. It is the responsibility of the person with a service animal to control the animal at all times.

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, the New Vision Family Health Team will notify patients as soon as possible. The 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.  

Staff Training: 

All individuals who interact and deal with members of the public or other third parties on behalf of the New Vision Family Health Team, whether the person does so as an employee, volunteer or otherwise, shall be required to receive training on providing customer service to people with disabilities.

Training will include:

Training will include a review of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c11and the Accessibility Standards for Customer Service, Ontario Regulation 429/07, the requirements of this policy, and instruction about the following matters:

  • How to interact and communicate with people with various types of disability;
  • How to interact with people with disabilities who use an assistive device or require the assistance of a guide dog or other service animal or the assistance of a support person;
  • How to use equipment or devices available on New Vision Family Health Team’s premises that may help with the delivery of services to a person with a disability; and
  • What to do if a person with a particular type of disability is having difficulty accessing New Vision Family Health Team
  • New Vision Family Health Team policies, procedures and practices pertaining to the provision of services to persons with disabilities.

Feedback Process:

Patients or customers who wish to provide feedback on the way the New Vision Family Health Team provides goods and services to people with disabilities can provide feedback verbally to any staff member, complete the Feedback form in-person (available at front reception) or electronically - Electronic Accessibility Feedback Form