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]

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:

1. The Provision of Goods and Services to Persons with Disabilities;
2. The Use of Assistive Devices
3. The Use of Guide Dogs, Service Animals and Service Dogs
4. The Use of Support Persons
5. Notice of Service Disruptions
6. Customer Feedback
7. Training
8. 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:

1. 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
2. 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
451 Phillip Street, Suite 200, Waterloo, ON N2L 3X2
[email protected]

This policy and its related procedures will be reviewed as required in the event of legislative changes, or changes to company procedures.

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 2021 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

Information and Communication Standard

Employment Standard

Customer Service Standard

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]
451 Phillip Street, Suite 200, Waterloo, ON N2L 3X2