Skip to main content
+1 613-260-7144
|
Resident Login Opens in a new tab
Riverstone Home Opens in a new tab
Contact Us

AODA Customer Service Standard Policy

Made pursuant to the provision of the Accessibility for Ontarians with Disabilities Act 2005, S.O. 2005. C. 11 (hereinafter the "AODA").

We at Riverstone Retirement Communities are committed to providing exemplary service to all of our customers (including owners, tenants, members of the public, and third parties) in accordance with the Accessibility for Ontarians with DisabilitiesAct2005, S.O. 2005, C.11 (the "AODA" and Ontario Regulation 429/07 (the "Customer Service Standard").

The following policies, procedures, and practices are guided by the fundamental principles underlying the Customer Service Standards. We are committed to ensuring the policy is rigorously observed by all employees and any third parties that provide goods and services on our behalf.

1. Objective

The objective of this Policy is to provide a framework through which Riverstone Retirement Communities can achieve service excellence for people with disabilities. We are committed to providing a respectful, welcoming, and inclusive environment to all individuals who seek access to our goods and services.

2. Application

This Policy applies to all employees of Riverstone Retirement Communities as well as any third party providing goods and services on behalf of Riverstone Retirement Communities and who may interact with the customers, the public, or third parties.

3. Mission Statement

Riverstone Retirement Communities is committed to providing accessible customer service to persons who have disabilities. We will make reasonable efforts to ensure that this Policy and related practices and procedures are consistent with the following principles as prescribed in the Customer Service Standard.

(a) Riverstone Retirement Communities will provide goods or services in a manner that respects the dignity and independence of person with disabilities.

(b) Riverstone Retirement Communities will provide integrated services to persons with disabilities whenever possible and will provide alternate measures where necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use, or benefit from the goods or services.

(c) Riverstone Retirement Communities will provide equal opportunity to persons with disabilities to obtain, use, and benefit from the goods or services.

4. Providing Goods and Services to People with Disabilities

4.01 COMMUNICATION

When communicating with persons with a disability, Riverstone Retirement Communities will take into account the particular individual's needs and circumstances. Our employees, agents and third parties who communicate with the customers will be trained on how to interact and communicate with people with various types of communication. All communication shall be provided in a manner that respects the dignity and independence of persons with disabilities.

4.02 ASSISTIVE DEVICES

Persons with disabilities shall be permitted to obtain, use, or benefit from goods or services through the use of their own assistive devices. Our employees, agents and third parties will be trained so as to be familiar with various assistive devices that may be used by customers with disabilities while accessing services. In the event a person with a disability is hindered from accessing any goods or services offered, Riverstone Retirement Communities will use its best efforts to accommodate the person by offering the use of another assistive device that is available or attempt to deliver the same service in another way. Riverstone Retirement Communities will train employees, agents and third parties on how to use assistive devices that are available to their customers.

4.03 TELEPHONE SERVICES

Riverstone Retirement Communities is committed to providing full accessible telephone service to our members. We will train employees to communicate over the telephone in clear and plain language and to speak clearly and slowly. If telephone communication provides a barrier to a person with a disability, Riverstone Retirement Communities will offer communication in writing, by e-mail, by fax, or other electronic means.

4.04 BILLING

Riverstone Retirement Communities is committed to providing accessible invoices and, upon request, our invoices will be provided in alternative formats. We will answer any questions customers may have about the content of the statement in person, by telephone, or email.

5. Use of Service Animals and Support Persons

5.01 SERVICE ANIMALS

Riverstone Retirement Communities is committed to welcoming persons with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public. If a service animal is excluded by law, Riverstone Retirement Communities will suggest appropriate alternatives and provide assistance in order to ensure that the person is able to access, obtain, use, or benefit from the owner's services where possible. We will train employees on how to interact with customers who are accompanied by service animals.

5.02 SUPPORT PERSONS

Any person with a disability who is accompanied by a Support Person will be allowed to access any services provided by Riverstone Retirement Communities with his or her Support Person. Riverstone Retirement Communities will not prevent a person with a disability who is accompanied by a Support Person from having access to his or her Support Person. Where there are barriers to access or attendance by a Support Person, we will seek to facilitate access to ensure the participation of persons with disabilities.

6. Notice of Temporary Disruptions

Riverstone Retirement Communities is aware that the operation of its services is important to its customers and the persons with disabilities rely on certain services provided. However, temporary disruptions in services and facilities may occur from time to time. Riverstone Retirement Communities will provide notice when there is a temporary disruption in those services or facilities that persons with disabilities may rely on. This notice will include information about the reason for the disruption, its anticipated duration, and, if applicable, a description of alternative facilities or services that may be available. Notice of service disruptions will be provided as soon as practical after we are aware of the disruption, or in advance in the case of planned disruptions.

Notice may be provided by a variety of methods, depending on the circumstance.

7. Training for Staff

Riverstone Retirement Communities will ensure that all employees, agents, and third parties who interact with customers on its behalf receive AODA Customer Service Standard training. Training shall be provided on an ongoing basis whenever changes are made to this Policy to ensure that this Policy is properly implemented at all times.

Training will include the following:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Services Standard;
  • Training on how to interact and communicate with people with various types of disabilities;
  • Training on how to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person;
  • Training on how to use equipment or assistive devices provided by the owner that may help with the provision of goods or services to a person with a disability;
  • Training on what to do if a person with disability is having difficulty in accessing the owner's goods and services;
  • Training on the owner's current policies, practices, and procedures relating to the Customer Service Standard.

Riverstone Retirement Communities will keep records of the training provided, including the dates which training was received and all relevant information

8. Feedback Process

In order to properly assess the needs of persons with disabilities, Riverstone Retirement Communities has created a feedback/complaints process and designated a member of staff as its AODA Compliance Officer.

8.01 RECEIVING FEEDBACK

Feedback may be provided by a person with a disability in the manner they deem most convenient to them. For example, a person may provide feedback by completing a Customer Feedback Form or by contacting the AODA Compliance Officer in person, by mail, phone, or email. All feedback will be processed by the AODA Compliance Officer. All feedback will be kept in strict confidence and will be used to improve customer service.

8.02 RESPONDING TO FEEDBACK

If the feedback raises serious concerns with respect to the delivery of goods and services to persons with disabilities, Riverstone Retirement Communities will provide a response to the concerns in a timely manner. The author of the feedback will be provided with a response in the format requested (or the most appropriate format where no request was made) outlining actions taken. Riverstone Retirement Communities shall make best efforts to respond to feedback within three (3) business days.

9. Notice of Availability of Documents

This Policy and any corresponding practices and procedures will be made available to any person on request. Riverstone Retirement Communities shall post notice of the availability of these documents in a conspicuous place and it is available on our company website.

10. Format of Documents

Upon request, the Riverstone Retirement Communities shall provide this Policy and any other forms created pursuant to the Customer Service Standard in a format that considers the disability of the person submitting the request.

11. Modifications to the Policy and Related Policies

Riverstone Retirement Communitites is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. All policies and procedures will be developed and updated in such a manner as to respect and promote the dignity and independence of persons with disabilities.

12. Additional Obligations

The owner recognizes that the AODA does not replace or supersede the "Human Rights Code, R.S.O. 1900, C.H. 19 (the 'Code')"

13. Enquiries

Any enquiries related to this Policy and any feedback should be directed to our AODA Compliance Officer.

CONTACT RIVERSTONE RETIREMENT COMMUNITIES
PHONE NUMBER: 613-627-2090
ADDRESS: 505 Preston Street, Ottawa, ON, K1S 4N7