Accessibility for Ontarians with Disabilities Act (AODA) policy

About the policy



Altus Group strives at all times to provide its services in a way that respects the dignity and independence of people with disabilities. We are committed to giving people with disabilities the same opportunity to access our services, in the same place and in a similar way as other employees, customers and partners.



Altus Group AODA & AMA policy


Altus Group is committed to excellence in serving all employees, customers and partners including people with disabilities and we will carry out our responsibilities in the following areas:



Communication


We will communicate with people with disabilities in the format requested by the individual. We will train staff on how to interact and communicate with people with various disabilities.



Telephone services


We are committed to providing fully accessible telephone service to employees, customers and partners. We will train staff to communicate over the telephone in clear and plain language and to speak slowly.

We will offer to communicate by other means including letter mail, email or facsimile if telephone communication is not suitable to their communications needs or is not available.



Assistive devices


We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. We will ensure that our employees are trained and familiar with various assistive devices that may be used by people with disabilities while accessing our services.



Documentation


We are committed to providing all written communication including invoices, letters etc. in a format that is accessible to all of our employees, customers and partners. This may include large print, email etc. We will answer any questions about the content of any written document in person, by telephone or email.



Use of service animals and support persons


We are committed to welcoming people with disabilities who are accompanied by a service animal on the areas of our offices that are open to the public and other third parties.

We will ensure that all staff dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will have access to his or her support person at all times while on our premises.



Notice of temporary disruption


Altus Group will provide employees, customers and partners with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at all public entrances and reception areas on our premises.



Training of staff


Altus Group will provide training to all employees and other third parties who deal with the public on their behalf, and all those who are involved in the development and approvals of policies, practices and procedures.

Training will include the following:

  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the requirements for the customer service standard for employees based in Ontario, and The Accessibility for Manitobans Act (AMA), for employees in Manitoba.

  • How to interact and communicate with people with various types of disabilities.

  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person.

  • What to do if a person with a disability is having difficulty accessing Altus Group’s services or Altus Group’s policies, practices and procedures relating to these customer service standards.

  • Applicable staff will be trained on policies, practices and procedures that affect the way services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.



Feedback process


Altus Group actively encourages the participation of all employees, clients and partners in our feedback process. Your comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way Altus Group provides services to people with disabilities can be made by letter, email, voicemail or in person at any of our office locations. All feedback should be directed to the Chief People Officer. A response may be expected within 10 days.



Policy modifications and questions


We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities and any policy of Altus Group Limited that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

This policy exists to achieve an accessible and equitable experience for each and every one of our diverse and valued employees, clients and partners in all office locations in Ontario in accordance with the requirements of the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and in Manitoba in accordance with The Accessibility for Manitobans Act (AMA). Questions about the policy, or requests for clarification about the purpose of the policy, will be referred to the Chief People Officer.

To provide feedback, please contact us:

  • Phone: +1 888-692-7487

  • Email: accessibility@altusgroup.com

  • Mail: Accessibility at Altus Group, 33 Yonge Street, Suite 500, Toronto, ONM5E 1G4, Canada