Accessibility at Auvik
Statement of commitment
Auvik Networks Inc. (“Auvik”) is committed to treating people in a way that maintains their dignity and independence, and meeting their accessibility needs by creating an inclusive and accessible work environment. We will do so by removing and preventing barriers to meeting the needs of our customers, job applicants, visitors, employees, and other stakeholders aligned with the requirements under the Accessibility for Ontarians with Disabilities Act and the Accessibility for Manitobans Act.
All goods and services provided by Auvik will follow the principles of dignity, independence, integration, and equal opportunity.
Notice of alternate formats
Auvik Networks Inc. has created policies and procedures to meet its customer service obligations as outlined in the Integrated Accessibility Standards under the Accessibility for Ontarians with Disabilities Act 2005 and the Customer Service Standard under the Accessibility for Manitobans Act. Our content is available in alternate formats upon request. If you’d like to access these alternate formats, please contact [email protected]
Feedback
Auvik welcomes your feedback, including feedback about the delivery of our services to persons with disabilities. Auvik will investigate and respond to all feedback and complaints relating to our services in a timely, thorough, and objective manner.
You can submit feedback or questions about Auvik’s accessibility program to:
Tel: 519-804-4700 x179
Email: [email protected]
Mail or in person: 7398 Yonge St Suite 6D-1312, Thornhill, ON L4J 8J2
If you don’t reach us in person, please indicate in your feedback whether you’d like a response from Auvik, as well as the format in which you’d like to receive our response.
Customer Service Policy
Purpose
This policy is intended to meet the requirements of the Customer Service Standards included in the Integrated Accessibility Standards under the Accessibility for Ontarians with Disabilities Act, 2005 and the Accessibility Standard for Customer Service under the Accessibility for Manitobans Act. It applies to the provision of goods and services to the public or other third parties, not to the goods themselves.
The objective of this policy is to identify what the equal treatment provisions of the Ontario and Manitoba Human Rights Code, through the AODA and the AMA, require with respect to service delivery to persons with disabilities and address the following:
- The Provision of Goods and Services to Persons with Disabilities;
- The Use of Assistive Devices
- The Use of Guide Dogs, Service Animals and Service Dogs
- The Use of Support Persons
- Notice of Service Disruptions
- Customer Feedback
- Training
- Notice of Availability and Format of Required Documents
Definitions
Guide Dog
A 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
An animal is a service animal for a person with a disability if:
- the animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, as a result of visual indicators such as the vest or harness worn by the animal; or
- In Ontario, the person provides documentation from one of the following regulated health professionals confirming that the person requires the animal for reasons relating to the disability:
- A member of the College of Audiologists and Speech-Language Pathologists of Ontario;
- A member of the College of Chiropractors of Ontario;
- A member of the College of Nurses of Ontario;
- A member of the College of Occupational Therapists of Ontario;
- A member of the College of Optometrists of Ontario;
- A member of the College of Physicians and Surgeons of Ontario;
- A member of the College of Physiotherapists of Ontario;
- A member of the College of Psychologists of Ontario; or
- A member of the College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.
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:
- It is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability; or
- The person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.
Support Person
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.
Customer service policy, practice and procedure
A. The Provision of Goods and Services to Persons with Disabilities
Auvik 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:
- Ensuring that all customers receive the same value and quality;
- Allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
- Using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
- Taking into account individual needs when providing goods and services; and
- Communicating in a manner that takes into account the customer’s disability.
When Auvik bills for services, it will demonstrate a commitment to providing accessible invoices to all of our customers.
B. The Use of 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 Auvik.
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.
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.
Exclusion Guidelines
If a guide dog, service animal or service dog is excluded by law (see applicable laws below) Auvik will offer alternative methods to enable the person with a disability to access goods and services.
Applicable Laws
- 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 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, Auvik may request verification from the customer. Verification may include:
- A letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
- A valid identification card signed by the Attorney General of Canada; or,
- A certificate of training from a recognized guide dog or service animal training school.
Care and Control of the Animal
The customer who is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all times.
Allergies
If a health and safety concern presents itself, Auvik will make all reasonable efforts to meet the needs of all individuals.
D. The Use of Support Persons
If a customer with a disability is accompanied by a support person, Auvik 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 Auvik 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.
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 Auvik. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use Auvik’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:
- Goods or services that are disrupted or unavailable;
- Reason for the disruption;
- Anticipated duration; and
- A description of alternative services or options.
Notification Options
When disruptions occur Auvik will provide notice by:
- Posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the Auvik website;
- Contacting customers with appointments;
- Verbally notifying customers when they are making a reservation or appointment; or
- By any other method that may be reasonable under the circumstances.
F. Customer Feedback
Auvik will 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 on our website. Multiple methods of providing and receiving feedback are available.
Submitting Feedback
Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
G. Training
Training will be provided to:
- Every person who is an employee of, or a volunteer with, the provider.
- Every person who participates in developing the provider’s policies.
- Every other person who provides goods, services or facilities on behalf of the provider.
Training Provisions
Regardless of the format, training will cover the following:
- A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and / or the Accessibility for Manitobans Act.
- A review of the requirements of the Customer Service Standards.
- Instructions on how to interact and communicate with people with various types of disabilities.
- Instructions on how to interact with people with disabilities who:
- Use assistive devices;
- Require the assistance of a guide dog, service dog or other service animal; or
- Require the use of a support person (including the handling of admission fees).
- Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
- Instructions on what to do if a person with a disability is having difficulty accessing our services.
- Auvik’s policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.
Training Schedule
Auvik will provide training as soon as practicable. Training will be provided to new employees, volunteers, agents and/or contractors. Revised training will be provided in the event of changes to legislation, procedures, policies, and/or practices.
Record of Training
Auvik will keep a record of training that includes the dates training was completed.
H. Notice of Availability and Format of Documents
Auvik will notify customers that the documents related to the Customer Service Standards 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 Auvik, Auvik’s website and/or any other reasonable method.
Administration
If you have any questions or concerns about this policy or its related procedures please contact:
Karen Nordby-Wadel, VP, People
519-804-4700
7398 Yonge St Suite 6D-1312, Thornhill, ON L4J 8J2
[email protected]
This policy and its related procedures will be reviewed as required in the event of legislative changes, or changes to company procedures.
Accessibility Policy and Multi-Year Accessibility Plan
The Accessibility for Ontarians with Disabilities Act, 2005 (“the AODA”) and the Accessibility for Manitobans Act (“AMA”) are Provincial Acts with the purpose of developing, implementing, and mandating accessibility standards in order to achieve accessibility for persons with disabilities, with respect to goods, services, facilities, accommodation, employment, buildings, structures, and premises.
Intent
This 2018 to 2026 accessibility plan outlines the policies and actions that Auvik Networks Inc. (“Auvik”) will put in place to improve opportunities for people with disabilities in accordance with the requirements communicated under the Integrated Accessibility Standards, Ontario Regulation 191/11.
General Requirements
Revision date: January 2021
Review date: January 2021
Accessibility Policies
| Accessibility Requirement | Action Plan | Status | Deadline | Responsibility |
| Create and make public a statement of commitment. | Auvik has created and made public a statement of commitment. The statement of commitment is posted on the company’s website. | Completed | January 2014 | Human Resources/ Marketing |
| Develop and implement company-specific accessibility policies. | Auvik has created a policy and procedure to identify barriers to accessibility. The Accommodation policy is available to all employees on the internal wiki. | Completed | January 2014 | Human Resources |
Multi-Year Accessibility Plan
| Create and make public a multi-year accessibility plan. | The Accessibility Plan has been created. It includes a training plan, and policy and procedure development to ensure the identification and removal of barriers. | Completed | June 2017 | Human Resources |
| Provide the plan in accessible formats upon request. | Requests for accessible formats of this document will be forwarded to Human Resources, who will work with the individual to determine a suitable format. | Upon request | June 2017 | Human Resources |
| Review the plan every five (5) years. | The plan will be reviewed by 2023 and every five (5) years thereafter, and will amended as required. | Ongoing | June 2017 | Human Resources |
Training
| Training on the IASR standards and the Human RIghts Code. | Auvik will provide training to all employees, volunteers, anyone who participates in developing the organization’s policies, and anyone who provides goods and services on behalf of the organization. | Completed | January 2015 | Human Resources |
Information and Communication Standard
Accessible Websites and Web Content
| Accessibility Requirement | Action Plan | Status | Deadline | Responsibility |
| Ensure website and web content published after January 1, 2012 conforms to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, Level A. | Auvik’s marketing department has been made aware of WCAG 2.0 Level A requirements and will ensure all new content or any upcoming edits to the website will conform to the established guidelines. | Ongoing | January 2014 | Human Resources/ Marketing |
| Ensure website and web content conforms to the (WCAG) 2.0, Level AA by January 2021. | Auvik’s marketing department has been made aware of WCAG 2.0 Level AA requirements and will ensure the website and content conform to the established guidelines. | Completed/Ongoing | January 2021 | Human Resources/ Marketing |
Feedback
| Upon request, be able to receive and respond to feedback from guests or individuals inquiring about Auvik. | A process for receiving feedback and responding to accessible feedback requests will be developed and communicated to all relevant employees. Receiving and responding to feedback will be included in new hire training. | Upon request | January 2015 | Human Resources |
Accessible Formats and Communication Supports
| Upon request, provide accessible formats and communication supports to employees with disabilities. | Complete an assessment of the ways in which each department provides information to our customers, potential customers, and the public. | Upon request | January 2016 | Human Resources |
| Notify the public of the availability of accessible formats and communication standards. | Make public Auvik’s ability to provide for or arrange the provision of accessible formats and communication supports by posting a statement on the company website. | Completed | January 2016 | Human Resources/ Marketing |
Employment Standard
Workplace Emergency Response Information
| Accessibility Requirement | Action Plan | Status | Deadline | Responsibility |
| Create and implement individualized plans to assist employees with disabilities during an emergency. | Auvik has created a process to document individualized emergency response plans. Emergency planning information is available to all employees on the internal wiki. | Completed | January 2012 | Human Resources |
| Obtain consent from employees with individualized plans to disclose emergency response plans to the person responsible for assisting the employee in emergency evacuation situations. | The process used by Human Resources to develop an individualized emergency response plan includes the requirement that consent is obtained from the requesting employee to disclose the contents of the plan to the individual required to provide assistance when responding to the emergency evacuation. | Completed | January 2012 | Human Resources |
| Create and provide emergency information formatted in a way that the employee with the disability can understand its contents. | The format for providing emergency response information is available in alternative formats upon request or becoming aware of the need for an individualized plan. | Upon request | January 2012 | Human Resources |
| Review the individualized plan | Individualized emergency plans include the requirement that the plan will be reviewed when: – The employee moves to a different location or when work hours change. – The employee’s overall accommodation needs are changed. – The employee or the department have an issue with the ability to accommodate. – The employee reports to a different manager. | Completed/ Ongoing | January 2012 | Human Resources |
Documented Individual Accommodation Plans
| Develop and implement a written process for the development of documented individual accommodation plans. | Auvik has developed a written process for the development of documented individual accommodation plans. As per the IASR requirements, the plan includes: – The manner in which an employee requesting accommodation can participate in the development of the accommodation plan; – The means by which the employee is assessed on an individual basis; – The manner in which Auvik can request the participation of a representative from the company in the development of the accommodation plan; – The steps that will be taken to protect the privacy of the employee’s personal information; – The content of the accommodation plan will be restricted to only those required to facilitate the plan or supervise the employee; – An outline of how the reasons for a denial of an accommodation will be communicated to the requesting employee; – The means of providing the individual accommodation plan in a format that takes into account the employee’s accessibility needs due to a disability; – The accommodation plan template will include a section regarding the provision of accessible formats; and – The accommodation plan will also include an emergency response/evacuation plan if required by the employee. | Completed/ Ongoing | January 2016 | Human Resources/ Managers |
Recruitment, Assessment and Selection
| Notify employees and the public about the availability of accommodation for applicants with disabilities. | Auvik has an accessibility statement posted on our job postings notifying applicants that reasonable accommodations will be made upon request. Successful applicants are informed of the availability of accommodations upon initial contact from the Talent Acquisition Specialist. | Completed | January 2016 | Human Resources |
| During the recruitment process, notify applicants selected to participate in our selection and assessment processes that accommodations are available upon request. | When scheduling interviews, Auvik includes a statement in all email confirmations indicating to the applicant that accommodations are available. | Completed | January 2016 | Human Resources |
| Should a job applicant request accommodation, consult with the candidate and make adjustments to best suit his/ her needs without undue hardship to the company. | Any accommodation request pertaining to the company’s selection and assessment methods that can’t be met with alternate formats is forwarded to Human Resources or the Talent Acquisition Specialist who will work with the individual to develop an acceptable alternative. | Ongoing | January 2016 | Human Resources |
| Notify successful applicants of the company’s policies for accommodating employees with disabilities. | Our AODA policy and instructions on how to request an accommodation are provided to all new hires as part of their pre-boarding. Alternative formats of the policy are made available upon request. | Completed | January 2016 | Human Resources |
Accessible Formats and Communication Supports for Employees
| Where an employee with a disability requests it, work with that individual to provide or arrange for the provision of accessible formats and communication supports for information needed to perform the employee’s job, and information generally available to employees in the workplace. | The availability of accessible formats and communication supports is communicated to all employees through the company’s AODA policy. All future employees will be made aware of their availability through the same policy. Information needed to perform an employee’s job is generally provided through one-on-one or group training sessions. Information generally available in the workplace is typically provided as written policy or electronically. Employees requiring accessible formats or communication supports are asked to notify Human Resources so that alternate arrangements may be made. | Upon request | January 2016 | Human Resources/ Managers |
| Where a request is made, work with the requesting employee to determine the suitability of the proposed accessible format or communication support. | Upon receiving a request, Human Resources works with the employee and any individuals responsible for providing the information to deliver a suitable accessible format or communication support. | Upon request | January 2016 | Human Resources/ Managers |
Information for Employees
| Communicate the company’s policy on accommodation employees with disabilities and to all staff members. | Auvik’s AODA policy has been developed. The policy is posted on the company’s internal wiki. | Completed | January 2016 | Human Resources |
| Ensure all new hires are informed of the company’s policy on accommodating employees with disabilities. | Auvik notifies all new hires of the AODA policy and instructions on how to request an accommodation through a BambooHR onboarding task. The policy addresses the means by which Auvik will support employees with disabilities, including emergency planning, accessible formats, communication supports, accessible performance management, career development, and job change. | Completed/ Ongoing | January 2016 | Human Resources |
Return to Work
| Create a process to develop accommodation plans and return to work plans for employees who have been absent from work due to a disability and who require disability-related accommodations in order to return to work. | Auvik will work with Genex Services of Canada to facilitate a return to work process and document all required accommodations and progress. | Ongoing (Based on employee need) | January 2015 | Human Resources/ Managers |
Performance Management, Career Development and Job Changes/ Redeployment
| Ensure the organization’s performance management and career development opportunities account for the accessibility needs and plans of employees, and that these processes are inclusive and barrier-free. | Evaluate Auvik’s current performance management and career advancement process to identify barriers. Identify and outline accessible performance management and career progression options to ensure consistent and clear communication to all employees. | Based on employee need | January 2016 | Human Resources/ Managers |
| Take into account the accessibility needs and accommodation plans of employees who are reassigned to an alternate department or position with the company as an alternative to a layoff. | As part of the redeployment process, Auvik will incorporate the accessibility needs and accommodation plans of any employee being redeployed to an alternate position or department. | Based on employee need | January 2016 | Human Resources/ Managers |
Customer Service Standard
Accessible Customer Service Policy
| Accessibility Requirement | Action Plan | Status | Deadline | Responsibility |
| Develop and implement a Customer Service Policy addressing all requirements under the regulation. | Auvik has developed and implemented an Customer Service Policy specific to the organization. | Completed | January 2012 | Human Resources |
| Develop and deliver training to all staff, volunteers, and new staff. | Training will be delivered to all current staff. All new staff members are required to participate in and complete an AODA Customer Service Training. A record of completed training is retained by Human Resources. | Completed | January 2012 | Human Resources |
| Develop and make public a process for receiving and responding to feedback from customers with disabilities. | Auvik has developed and made public a process for receiving and responding to feedback from customers with disabilities. Alternative formats are available upon request. | Completed | January 2012 | Human Resources/ Marketing/ Tech Support/ Sales |
For more information on this accessibility plan, please contact Auvik’s human resources department. Accessible formats of this document are available upon request.
519-804-4700 x179
[email protected]
7398 Yonge St Suite 6D-1312, Thornhill, ON L4J 8J2