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Accessible Customer Service Procedure

Approved August 2020


The Accessible Customer Service Policy and this Procedure are intended to meet the requirements of Part IV.2 of the Integrated Accessibility Standards, Ontario Regulation 191/11 under the Accessibility for Ontarians with Disabilities Act, 2005 and other applicable provincial/territorial accessibility legislation, as amended from time to time (jointly referred to as “the Applicable AODA Legislation”).  Both the Policy and this Procedure apply to the provision of goods, services, and facilities to the public or other third parties (hereinafter referred to as “customers”, “members”, or “persons with disabilities”), not to the goods themselves.

In the absence of applicable provincial/territorial accessibility legislation, Scouts Canada will adopt the Ontario AODA requirements due to its recognition as currently being the most comprehensive provincial legislation with respect to establishing accessibility standards for persons with disabilities.  

It is intended that all aspects of this Procedure shall comply with the Applicable AODA Legislation.  The Applicable AODA Legislation, as it may from time to time be amended, is incorporated herein and will prevail if greater than the terms of this Procedure.


Our Procedure

  1. The Provision of Goods, Services, and Facilities To Persons with Disabilities 

    1. We will make every reasonable effort to ensure that our policies, practices, and procedures are consistent with the principles of dignity, independence, integration, and equal opportunity by:

      1. Ensuring that the provision of goods, services, or facilities to persons with disabilities is integrated with the provision of goods, services, or facilities to others, wherever possible;

      2. Using alternative methods when possible to ensure that persons with disabilities have access to the same services, in the same place and in a similar manner to others;

      3. Ensuring persons with disabilities are given an opportunity equal to that given to others to obtain, use, and benefit from the goods, services, or facilities;

      4. Allowing persons with disabilities to do things in their own ways, at their own pace when accessing goods, services, or facilities as long as this does not present a safety risk;

      5. Taking into account individual needs of persons with disabilities when providing goods, services, and facilities; and

      6. Communicating in a manner that takes into account the person’s disability.

  2. Assistive Devices

    1. Members’ or Customers’ own assistive device(s):

      1. Persons with disabilities may use their own assistive devices as required when accessing goods, services, or facilities provided by Scouts Canada.

      2. 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 to goods, services, and facilities. For example, open flames and oxygen tanks cannot be near one another. Therefore, the accommodation of a person with an oxygen tank may involve ensuring the person is in a location that would be considered safe for both the person and others. Or, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the member or customer.

      3. Scouts Canada will ensure that our staff is trained and familiar with various assistive devices that may be used by persons with disabilities while accessing our good, services, and facilities and how to interact with persons with disabilities who use an assistive device.

  3. Guide Dogs, Service Animals, and Service Dogs

    1. Persons with disabilities while accessing our good, services, and facilities, accompanied by guide dog, service animal, or service dog (jointly referred to as “service animal”) will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to service animals. 

    2. Food Service Areas

      1. Persons with disabilities while accessing our good, services, and facilities, accompanied by a service animal will be allowed access to food service areas that are open to the public, unless otherwise excluded by law.

    3. Exclusion Guidelines

      1. If a service animal is excluded by applicable law we will offer alternative methods to enable the person with a disability to obtain, use or benefit from our goods, services, or facilities.

    4. Recognizing a Service Animal

      1. If it is not readily apparent that the service animal is being used by the customer or member for reasons relating to disability, we may request verification from the customer or member. Verification may include:

        1. A letter from a regulated health professional (recognized by Applicable AODA Legislation) confirming that the person requires the service animal for reasons related to the disability; and

        2. A valid identification card issued by the provincial/territorial Ministry of the Attorney General.

    5. Care and Control of the Animal

      1. The member or customer that is accompanied by a service animal is responsible for maintaining care and control of the animal at all times.

  4. Support Persons

    1. If a member or customer with a disability is accompanied by a support person, we will ensure that both persons are allowed to enter the premises together and that the member or customer is not prevented from having access to the support person.

    2. In situations in which confidential information might be discussed, consent will be obtained from the member or customer prior to any conversation in which confidential information might be discussed.

    3. If payment is required by a support person for admission to the premises, we will ensure that notice is given in advance by posting notice of admission fees for support persons where Scouts Canada fees are posted.

    4. Scouts Canada may require a person with a disability to be accompanied by a support person when on the premises, but only if, after consulting with the person with a disability and considering the available evidence, Scouts Canada determines that, (i) a support person is necessary to protect the health or safety of the person with a disability or the health or safety of others on the premises; and (ii) there is no other reasonable way to protect the health or safety of the person with a disability and the health or safety of others on the premises.

  5. Notice of Disruptions in Service

    1. Service disruptions may occur due to reasons that may or may not be within our control or knowledge. In the event of any temporary disruptions to facilities or services that members or customers with disabilities rely on to access or use Scouts Canada’s goods, services, or facilities, 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. In cases of unplanned temporary disruptions, notice of the disruption will be provided and will include the information set out, below, in subparagraph (b).

    2. Notification Inclusions

      1. In the event that a notification needs to be posted, the following information will be included unless it is not readily available or known:

        1. Services or facilities that are disrupted or unavailable;

        2. Reason for the disruption;

        3. Anticipated duration; and

        4. A description of alternative facilities, services, or options that are available.

      2. Notifications Options

        1. When disruptions occur, we will provide notice by:

          1. Posting notices in conspicuous places including at the point of disruption, at the main entrance, and the nearest accessible entrance to the service or facility disruption, and/or on the Scouts Canada website;

          2. Contacting customers or members with appointments or meetings;

          3. Verbally notifying customers or members when they are making a reservation or appointment, or while they are at a Scouts Canada facility; or

          4. By any other method that maybe reasonable under the circumstances.

  6. Feedback Process

    1. We shall provide members and customers with the opportunity to give feedback on the service provided to customers or members with disabilities. Information about the feedback process will be readily available to all members and customers and notice of the process will be made available on Scouts Canada’s website, Feedback forms along with alternate methods of providing feedback, such as verbally (in person or by telephone) or written (handwritten, delivered, website or email), will be available upon request.

    2. Submitting Feedback

      1. Members and customers can submit feedback by:

        1. Emailing

        2. Completing a paper feedback form at any of Scouts Canada’s Service Centres or Scout Shop locations in Ontario; or

        3. Verbally providing feedback to any Scouts Canada employee.

      2. Members and customers who provide formal feedback will receive acknowledgement of their feedback, along with notification of any resulting actions based on concerns or complaints that were submitted.

  7. Training

    1. We will Provide Training to:

      1. All employees, volunteers, agents, and/or contractors who deal with the public or other third parties that act on behalf of Scouts Canada; for example: salespersons, drivers, vendors, event operators, call centres, and third party marketing agents; and

      2. Those who are involved in the development, implementation, and approval of customer service policies, practices, and procedures.

    2. Training Provisions

      As reflected in Applicable AODA Legislation, regardless of the format, training will cover the following:

      1. A review of the purpose of Applicable AODA Legislation;

      2. A review of the requirements of applicable Customer Service Standard Regulations;

      3. Instructions on how to interact and communicate with people with various types of disabilities;

      4. Instructions on how to interact with people with disabilities who:

        1. Use assistive devices;

        2. Require the assistance of a service animal; and

        3. Require the use of a support person (including the handling of admission fees).

      5. Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities;

      6. Instructions on what to do if a person with a disability is having difficulty accessing Scouts Canada’s goods, services, or facilities;

      7. Scouts Canada’s policies, procedures, and practices pertaining to providing accessible customer service to customers and members with disabilities.

    3. Training Schedule

      1. We will provide training as soon as practicable. Training will be provided to new employees, volunteers, agents, and/or contractors who deal with the public or act on our behalf. We will provide revised training in the event of changes to legislation, procedures, and/or practices.

    4. Record of Training

      We will keep a record of training that includes the dates training was provided and the number of employees or volunteers who completed the training.

  8. Notice of Availability and Format of Documents

    1. We shall notify customers and members that the documents related to the Accessibility Standard for Customer Service are available upon request, made available in a timely manner, in a format that takes into account the member or customer’s disability, and at a cost (where applicable) that is no more than the regular cost charged to other persons.

    2. Notification will be given by posting the information in a conspicuous place owned and operated by Scouts Canada, the Scouts Canada website, and/or any other reasonable method.


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