Accessibility for Ontarians with Disabilities Act
As an organization, we respect and endeavor to uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act (2005), Customer Service Standard, and the Integrated Accessibility Standards Regulation for Information and Communications, Employment, and Transportation, and eventually, for the Built Environment.
Accessible Customer Service Policy (Available in other formats upon request)
The Spa at The Old Mill (SaTOM) is committed to meeting its current and ongoing obligations under
the Ontario Human Rights Code respecting non-discrimination.
The Spa at The Old Mill understands that obligations under the Accessibility for Ontarians 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.
SaTOM is committed to complying with both the Ontario Human Rights Code and the AODA.
SaTOM is committed to excellence in serving all customers including people with disabilities.
Our accessible customer service policies are consistent with the principles of independence, respect,
dignity, integration and equality of opportunity for people with disabilities.
People with disabilities may use their personal assistive devices when accessing our goods, services and/or
In cases where the assistive device presents a significant and unavoidable health and/or safety concern or
may not be permitted for other reasons, other measures will be used to ensure the person with a disability
is able to access our goods, services and facilities.
We will ensure that our staff is 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. This training may be provided as a separate training event.
We will communicate with people with disabilities in ways that take into account their disability. This
may include the following:
Providing delivery service in-spa; reading the information (product, services, etc.) to them; ensuring
accessibility of information on our website in several formats and in the company in other accessible
formats, upon request.
We will discuss with the person with a disability to determine what method of communication works for
We welcome people with disabilities and their service animals. Service animals are allowed on the part of
our premises that are open to the public.
If our employee cannot easily identify that an animal is a service animal, the person may be asked to
provide documentation (a letter or form) from a regulated health professional that confirms the person
needs the service animal for reasons relating to their disability.
A list of regulated health professionals is available online.
A service animal should be easily identified through visual indicators, such as when it is wearing a harness
or a vest or when it can help the person perform certain tasks.
If service animals are prohibited by other laws, 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, facilities
A person with a disability who is accompanied by a support person will be welcome to accompany the
person with a disability on our premises.
In certain cases, The Spa at The Old Mill may require a person with a disability to be accompanied by a
support person for the health and/or safety reasons of:
• the person with a disability
• other individuals on the premises
Before making this decision The Spa at The Old Mill will:
• consult with the person with a disability to understand their needs
• consider health and/or safety reasons based on available information
• determine if there is no other reasonable way to protect the health and/or safety of the person or
others on the premises
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities,
The Spa at The Old Mill will notify customers promptly. This clearly posted notice will include
information about the reason for the disruption, its anticipated length of time.
The notice will be made publicly available in the following ways:
• on a recorded voice mail
• on our website
• on a posted notice at our facility
The Spa at The Old Mill will provide accessible customer service training to:
• all employees and volunteers
• anyone involved in developing our policies
• anyone who provides goods, services or facilities to customers on our behalf
Staff will be trained on accessible customer service within three months after being hired.
Training will include:
• the purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of
the customer service standard
• The Spa at The Old Mill policy related to the customer service standard
• how to interact with people with disabilities and the use of assistive devices, service animals and
• how to utilize assistive devices or equipment that may assist with providing goods, services and/or
our facilities to people with disabilities
• what to do if a person with a disability is having difficulty in accessing The Spa at the Old Mill
goods, services and/or facilities
Staff will be informed and trained when changes are made to our accessible customer service policies.
The Spa at the Old Mill welcomes feedback on how we provide accessible customer service. Customer
feedback will help us identify barriers and respond to concerns.
Customers will be notified of how to provide feedback in the following ways:
• by telephone
• on our website
• in person
• in some printed material
Customers who wish to provide feedback regarding The Spa at The Old Mill’s provision of goods,
services and/or facilities to people with disabilities can do so in the following way:
• by telephone
• on our website
• in person
• written or email communication
Feedback, including complaints will be handled in the following manner:
The information will be directed to the Spa’s Director (or his/her designate such as the President or
Manager) and if a response is required, it will be forwarded within two weeks.
The SaTOM will make sure our feedback process is accessible to people with disabilities by providing or
arranging for accessible formats and communication supports, upon request.
Notice of Availability of Documents
The Spa at the Old Mill will provide this document in an accessible format or with communication
support upon request in a timely manner and at no cost.
Modifications to This or Other Policies
Policies of The Spa at The Old Mill that do not respect and promote the principles of respect, dignity,
independence, integration and equal opportunity for persons with disabilities will be modified or removed.
Rev. 3.29.18 Rev. 2 9.28.2020 Rev. 3 11.4.2020