Accessible Customer Service Plan

December 31, 2012

Accessible Customer Service Plan Providing Goods And Services To People With Disabilities


Lenbrook Industries Limited recognizes the worth of every person and is committed to excellence in serving all our customers and clients, and ensuring our services and information are accessible for all Ontarians. We will provide services that people with disabilities can use and benefit from equally and in a manner that respects their dignity and independence. The purpose of this policy is to reaffirm our continuing support of various legislation, including but not limited to, the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).


This policy applies to all directors, officers and employees of Lenbrook Industries Limited, regardless of title or tenure. We will encourage all those who conduct business with Lenbrook Industries Limited (e.g. vendors, consultants, business partners, visitors, etc) and anyone on the Lenbrook Industries Limited payroll, to conduct themselves in a manner consistent with this Policy and its related policies.

Definition of Disability

As defined by the AODA, the term “disability” includes:

  1. Any degree of physical disability, infirmity, malformation or disfigurement that is cause by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, and degree of paralysis, amputation, lack of physical coordination, 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 device,
  2. A condition of mental impairment or a developmental disability,
  3. A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
  4. A mental disorder, or
  5. An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Policy Statement

  1. Assistive Devices:
    Persons with disabilities who use an assistive device will be able to access our facility and services. An assistive device is any piece of equipment a person with a disability uses to help them with daily living. Some examples include a: wheelchair, walker, oxygen tank, screen reader, listening device or cane.
  2. Communication:
    We will communicate with people with disabilities in ways that take into account their particular needs and circumstances.
  3. Services Animals:
    We welcome people with disabilities and their service animals, including dogs and other animals that may be trained to help people with disabilities. Service animals are allowed on parts of our premises that are open to the public, and in our offices. If a service animal is excluded by law, where possible we will provide other appropriate alternatives to access our goods and services.
  4. Support Persons:
    We welcome people with disabilities who are accompanied by a Support Person. A person with a disability who is accompanied by a Support Person will be allowed to have that person accompany them on our premises and will be able to access our goods and services.
  5. Notice of Temporary Disruptions:
    In the event of a planned or unexpected disruption to services or facilities that may be accessed by persons with disabilities, Lenbrook Industries will provide notice. 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.
    Method of Notice will depend on the circumstances, but may include postings on our entrance doors, in our lobby area, on our Company website, or an automated message on the applicable telephone lines.
  6. Training:
    Lenbrook Industries will provide training to employees, volunteers and others in our employ whom deal with the public. Training will be provided on an ongoing basis to ensure continued compliance with the AODA.
    Training will include the following:

    1. An overview of the AODA, and the requirements of the customer service standard.
    2. How to interact with people of various types of disabilities.
    3. How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person.
    4. How to use equipment or assistive devices that may be available on our premises to assist people with disabilities.
    5. What to do if a person with a disability is having difficulty accessing our goods and services.
  7. Feedback
    Customers who have questions or wish to provide feedback on the way Lenbrook Industries provides goods and services to people with disabilities can contact our Employee Services department at or (905) 831-6555 ext. 4444