Accessibility Policy
The Spa at The Old Mill is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration and meeting the needs of people with disabilities in a timely manner.
We will do so by preventing and removing barriers to accessibility and ensuring we meet our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and all other accessibility laws in Ontario.
The Spa at The Old Mill is committed to meeting all current and ongoing obligations under the Ontario Human Rights Code with respect to non-discrimination.
The Spa at The Old Mill understands that obligations under the Accessibility for Ontarian's with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.
The Spa at The Old Mill is committed to excellence in serving and providing goods, services or facilities to all customers including people with disabilities.
Our accessible customer service policies are consistent with the principles of independence, respect and dignity and equality of opportunity for people with disabilities.
TRAINING
We are committed to training all staff and volunteers in accessible customer service, other Ontario accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities.
Additionally, we will train: all persons who participate in developing the organization’s policies and all other persons who provide goods, services and/or facilities on behalf of the Spa at The Old Mill.
Training of our employees and volunteers on accessibility is related to their specific roles.
Training will include:
- The purpose of the Accessibility for Ontarian's with Disabilities Act, 2005 and the requirements of the Customer Service Standards
- Our policies related to the Customer Service Standards
- 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
- How to use equipment or devices available on-site or others that may help when providing goods, services or facilities to persons with disabilities. These include: Mobility device: Wheelchair
- What to do if a person with a disability is having difficulty in accessing the Spa’s goods, services or facilities.
We train every person as soon as practicable after being hired and provide ongoing training with respect to any changes to our policies.
We maintain records of the training provided, including the dates on which the training was provided and the names of the individuals who attended the training on the day it was provided.
ASSISTIVE DEVICES
People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.
In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.
We ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities.
Training on our assistive devices is done as part of our in-class, on going training.
COMMUNICATION
We communicate with people with disabilities in ways that take into account their disability. This may include: larger print materials, written instead of oral, oral instead of written
We will work with the person with disabilities to determine what method of communication works for them.
SERVICE ANIMALS
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public and to third parties.
When we cannot easily identify that an animal is a service animal, our staff may (only after discussing with the Spa Director) ask for documentation (a template, letter or form) from a regulated health professional that confirms the person needs the specific service animal for reasons relating to their disability.
A service animal can usually be easily identified through visual indicators, such as when it wears a harness or a vest or when it assists the person perform certain tasks.
A regulated health professional is defined as a member of : College of Audiologists: Colle of Chiropractors of Ontario: College of Nurses of Ontario: College of Occupational Therapists of Ontario: College of Optometrists of Ontario: College of Physicians and Surgeons of Ontario: College of Physiotherapists of Ontario: College of Psychologists of Ontario: College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.
If service animals are prohibited, by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities: explain why the animal is excluded, discuss with the customer another way of providing, goods, services or facilities.
Service animals are prohibited from the following areas: wherever and whenever food preparation is taking place as per Health and Safety Legislation.
SUPPORT PERSONS
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. No entrance fee is charged at our location.
In certain cases, the Spa at The Old Mill might require a person with a disability to be accompanied by a support person for health and/or safety of the person with a disability or others on the premises. Before making a decision, the Spa at The Old Mill’s Director (or designate) will: consult with the person with the disability to understand their needs, consider health and/or safety reasons based on available information and determine if there is no other reasonable way to protect the health and/or safety of the person or others in the premises.
NOTICE OF TEMPORARY DISRUPTION
If there is a planned or unexpected disruption, to services or facilities, for customers with disabilities, the Spa at The Old Mill will notify all customers promptly. A clearly posted notice will include information regarding the reason for the disruption, its anticipated length of time and a description of alternative facilities or services, if available.
Services/facilities include: All spa treatments, including, but not limited to: manicures, pedicures, all massage types, reflexology, facials, etc. in all treatment rooms. If the client facilities are unavailable they may include the lounge areas, the washrooms, shower and locker facilities.
The notice will be made publicly available by posting notices in the Spa, on our website and/or by personal contact through email or by telephone.
FEEDBACK PROCESS
The Spa at The Old Mill welcomes feedback on how we provide accessible customer service. Customer feedback will assist us in identifying barriers as well as responding to concerns. It also helps us to build on what we are doing right.
Feedback may be provided directly to staff members, Spa Director and/or the President of the Spa in person or by telephone, or email or in writing or posting on our website.
All feedback, including complaints, will be given immediately to the Spa Director and where appropriate to the President and/or staff. Responses, when required will be made by the Director. Customers can expect to receive a response within 21 days.
We ensure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports on request.
NOTICE OF AVAILABILITY OF DOCUMENTS
The Spa at The Old Mill notifies the public that documents related to accessible customer service, are available upon request by posting a notice both in the Spa and on our website.
We will provide these documents in an accessible format or with communication support upon request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and at no additional cost.
SELF-SERVICE KIOSKS
Note: Public sector organizations must incorporate accessibility features on self-service kiosks. Private and non-profit organizations must ensure accessibility is incorporated in this requirement.
We will incorporate accessibility features in consideration of accessibility for people with disabilities when designing, procuring or acquiring self-service kiosks.
PROCUREMENT
Note: Under the AODA, only designated public sector organizations, Government of Ontario and Legislative Assembly have this requirement.
We incorporate accessibility criteria and features when procuring or acquiring goods, services or facilities. including self-service kiosks. If it is not possible and practical to do so, we will provide an explanation upon request.
INFORMATION AND COMMUNICATIONS
The Spa at The Old Mill has a process for receiving and responding to feedback and the process is accessible to persons with disabilities upon request.
We communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about the Spa at The Old Mill and its services, including public safety information, in accessible formats or with communication supports: in a timely manner, taking into account the person’s accessibility needs due to disability and at a cost that is no more than the regular cost charged to other persons.
We will consult with the person making the request in determining the suitability of an accessible format or communication support. If the organization determines the information or communications is/are not convertible, we will provide the person(s) making the request with: an explanation as to why the information and communications is/are not convertible and give them a summary of the information and communications that were not convertible.
We notify the public about the availability of accessible formats and communications supports by including this in our policy, which is posted in the Spa, on our website and whenever we are asked.
We will also meet internationally recognized Web Content Accessibility Guidelines (WAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.
EMPLOYMENT
The Spa at The Old Mill notifies employees, job applicants and the public that accommodations can be made during recruitment and hiring. We notify job applicants when they are individually selected, to participate in an assessment or selection process, that disability-related accommodations are available upon request. We consult with the applicants and provide or arrange for suitable disability- related accommodation.
We notify successful applicants of policies for accommodating employees with disabilities when making offers of employees.
We notify staff that supports are available for all persons with disabilities as soon as practicable after they begin their employment. We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation that take into account an employee’s accessibility needs due to a disability.
We will consult with employees when arranging for the provision of suitable accommodation in a manner that takes into account the accessibility needs due to disability. We will consult with the person making the request in determining the suitability of an accessible format or communication supports for: a) information needed in order to perform the employee’s job and b) information that is generally available to employees in the workplace.
Where needed, we will also provide customized emergency information to assist any employee with a disability during an emergency. With the employee’s consent, we will provide workplace emergency information to a designated person who is providing assistance, to that employee during an emergency. We will provide the information as soon as is practicable after we become aware of the need for accommodation due to the employee’s disability.
We will review the individualized workplace emergency response information: a) when an employee moves to a different location in the organization; b) when the employee’s overall accommodation needs or plans are reviewed and c) when the employer reviews its general emergency response policies.
We have a process to develop individual accommodation plans for employees. We have a process for employees who have been absent from work due to a disability and require disability-related accommodation in order to return.
Our performance management, career development and any other changes to an employee’s status takes into account the accessibility needs of all of our employees.
DESIGN OF PUBLIC SPACES
We will meet accessibility laws when building or making major changes to public spaces. Our public spaces include: ourlounge (waiting) areas and our front desk service counters.
TRANSPORTATION (Not Applicable)
CHANGES TO EXISTING POLICIES
All policies of the Spa at The Old Mill will respect and promote the dignity, independence, integration and equal opportunity for people with disabilities.
This document is available to the public and accessible formats are available upon request.