Accessibility Policies
AODA – Customer Service Policy
Intent
In compliance with Accessibility for Ontarians with Disabilities Act (AODA) (2005), the purpose of this policy is to outline responsibilities of our personnel (employees, and other third parties) on behalf of Bespoke Audio Visual (“The Company”) in providing goods, services, and opportunities to people with disabilities.
Scope
This policy applies to all employee personnel including employees and other parties.
Our Statement of Commitment
Bespoke Audio Visual (“The Company”) is committed to ensuring equal access and participation for people with disabilities. We are committed to treating all people in a way that allows them to maintain their dignity and independence.
We believe in inclusion and integration and will meet the needs of people with disabilities in a timely manner. The Company believes in providing people with disabilities the same opportunity to benefit from the services and opportunities in a similar way as others by meeting our accessibility requirements under AODA.
Providing Goods and Services to People with Disabilities
The Company is committed to excellence in serving all people, including people with disabilities and will carry out our functions and key responsibilities in the following areas:
Information and Communication
We will communicate with people with disabilities in ways that will consider their disability. We will train our employee personnel to communicate with customers on how to communicate and interact with people with disabilities.
We are committed to providing clients with publicly available emergency information in an accessible way upon request.
Our information technology websites meet the requirements of Web Content Accessibility Guidelines (WCAG) 2.0 Level AA as per the Integrated Accessibility Standard Regulations (IASR) cited in AODA regulations.
Accessible Communication Supports
We are committed to providing fully accessible telephone services to our customers. We will train our employee personnel to interact and communicate over the telephone in clear and plain language and to speak clearly and slowly.
We will offer other methods of communication with clients which consider their disability, including e-mail and written notification, if telephone communication is not a suitable communication method.
Assistive Devices
We are committed to serving people with disabilities who use assistive devices to obtain, use, or benefit from our goods and services. We will train our staff to ensure they are familiar with the various assistive devices that may be used by customers with disabilities while accessing our goods and services.
Billing
We are committed to providing accessible invoices for clients. Invoices will be provided in alternative formats, including hard copy, large print, and e-mail, upon request. We will answer any questions clients may have about the content in the invoice in person, email or by telephone.
Use of Service Animals
We are committed to welcoming people with disabilities who are accompanied by a service animal on our premises that are open to clients (Horner Studio). We will also ensure that all staff personnel are trained in how to interact with people with disabilities who are accompanied by a service animal. Also, we will also liaise with offsite venues to ensure we are compliant with the company’s commitment regarding service animals.
Use of Support Persons
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 be allowed to enter the Company’s studio area with their support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities that are used, the Company will notify clients promptly by posting a notice. This notice will indicate information about the reason for the disruption, its anticipation duration and a description of alternative facilities or services, if available. The notice will be placed at public entrances on our locations.
Training for Employees
We will deliver training to all employees as required by the Accessibility Standards for Customer Service.
Our training will include:
- An overview of the Accessibility for Ontarians Disability Act (AODA), 2005, and the requirements of the customer service standard
- 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 support person
- The process on what to do if a person with a disability is having difficulty accessing the company’s goods and services
- The company’s policies, practices, and procedures relating to the customer service standard and ongoing changes that may occur
- How to use the equipment or devices that is available on the premises or offered by the company that may help with the provision of goods and services to the people with disabilities
Modification to Accessibility Policies
Our company is dedicated to developing customer service policies that respect and promote the dignity and independence of people with disabilities.
Feedback Processes
It is a goal of the company to meet and exceed the expectations of people with disabilities. Feedback and comments regarding how well these expectations are being met are welcomed in multiple methods including: in person, telephone, in writing, by email and by mail. Feedback should be addressed to the Human Resources Manager. The company commits to responding to back in a timely manner within ten (10) business days using accessible formats and communication supports of the client’s request of choice.
Attention: Human Resources Manager
Bespoke Audio Visual
907 Oxford Street
Toronto, ON
M8Z 5T1
If clients with disabilities would prefer to give their feedback and receive a response using an alternate method than those offered, they are invited to request a communication method of their choice.
Questions and Support
This policy exists to achieve service excellence to customers with disabilities. A copy of this policy can be found on the company website under “Accessibility” and in the can be made available by request at our local offices in Toronto and Ottawa. Questions directed about this policy can be directed to the Human Resources Manager at the company by mail, email or by calling 647-797-9911.
Integrated Accessibility Standards Regulation Policy
Intent
In compliance with Regulation 191/11, “Integrated Accessibility Standards” (“Regulation”) under Accessibility for Ontarians with Disabilities Act (AODA) (2005), this policy has been established to align with Bespoke Audio Visual’s (“The Company”) commitment to treat all employees in a manner that respects their dignity and independence. It is a continued commitment for our company to break down barriers and increase accessibility for people with disabilities within the areas of training, information and communication, employment, design of public spaces, customer service and compliance standards and other criteria as specified under the regulation.
Our Statement of Commitment
Bespoke Audio Visual (“The Company”) is committed to ensuring equal access and participation for people with disabilities. We are committed to treating all people in a way that allows them to maintain their dignity and independence.
We believe in inclusion and integration and will meet the needs of people with disabilities in a timely manner. The Company believes in providing people with disabilities the same opportunity to benefit from the services and opportunities in a similar way as others by meeting our accessibility requirements under AODA.
Policy
The Company is committed to eliminating barriers and improving accessibility for individuals with disabilities to allow for equal access and opportunity through meeting the regulation’s requirements. This policy supports and reinforces the requirements held under the Company’s AODA – Customer Service Standard policy.
This policy is intended to meet the requirements of the regulation specifically in the areas below:
- Information and Communication Standards
- Employment Standards; and
- Other general requirements under the regulation
Established Policies, Practices and Procedures
The Company has established policies, practices and procedures in place that are flexible and adaptable to the needs of individuals with disabilities, ensuring equal access and opportunities for all.
Information and Communication Standards
Feedback Processes
The Company ensures that the processes for receiving and responding to feedback are accessible to individuals with disabilities and will provide or arrange for the provision of accessible formats and communication supports, upon request.
Feedback regarding how well the Company is providing goods and services, as well as any comments related to this policy and implementation, are welcomed, and can be submitted as follows:
- Accessibility Feedback Form
- By telephone at 647-797-9911
- By email to Human Resources
- By mail to the attention of Human Resources Department:
Bespoke Audio Visual
907 Oxford Street
Toronto, ON
M8Z 5T1
All feedback received will be internally reviewed, and action will be taken if deemed appropriate, to improve the goods and services that are delivered. The Company will acknowledge and respond to the feedback received within ten (10) business days. The response will contain how the matter will be addressed, identifying resolutions and expectations of timelines.
Accessible Formats and Communication Supports
Upon request, the Company will provide or arrange for the provision of accessible formats and communication supports for individual with disabilities and will do so in a timely manner that considers the individual’s accessibility needs due to disability at no further cost to them.
If the Company is not able to meet the individual’s particular requirement within a reasonable timeframe, we will then work with them to arrange an alternative method to provide the summary of information.
The Company will update the accessibility webpage about the availability of new, accessible formats and communication supports.
Accessible Websites and Web Content
The Company will ensure that our websites and web content will continue to adhere to the Web Consortium Web Content Accessibility Guidelines 2.0 Level AA to make web content accessible for people with disabilities and user friendly.
Employment Standards
We are committed to providing accessible invoices for clients. Invoices will be provided in alternative formats, including hard copy, large print, and e-mail, upon request. We will answer any questions clients may have about the content in the invoice in person, email or by telephone.
Recruitment
The Company will notify its employees and the public about the availability of accommodation for applicants with disabilities in its recruitment processes.
Recruitment Assessment or Selection Process
The Company notifies applicants when they are individually selected to participate further in an assessment or selection process that accommodations are available upon request in relation to the materials or process to be used.
If a selected applicant requests an accommodation, the Company will consult with the application and provide, or arrange for the provision of, a suitable accommodation in a manner that considers the applicant’s accessibility needs to due to disability.
Notice to Successful Applicants
In the employment agreement, the Company will notify the successful applicant of its policies for accommodating employees with disabilities.
Informing Employees of Supports
The Company will continue to inform its employees of its policies (and any updates to those policies) used to support employees with disabilities, including policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability. This information will be provided as soon as practicable after commencing employment.
Workplace Emergency Response Information
The Company will provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary, and if the Company is aware of the need for accommodation due to the employee’s disability. The Company will provide this information as soon as practicable after becoming aware of the need for accommodation.
Where the employee requires assistance, the Company will, with the consent of the employee, provide the workplace emergency response information to the person designated by the Company to provide assistance to the employee.
The Company will review the individualized workplace emergency response information when the employees moves to a different location in the organization, when the employee’s overall accommodations needs or plans are reviewed.
Documented Individual Accommodation Policy
The Company maintains a written process for the development of documented individual accommodation plans for employees with disabilities. If requested, information regarding accessible formats and communications supports will also be included in individual accommodation plans. In addition, the plans will include individualized workplace emergency response information (where required) and will identify any other accommodation that is to be provided.
Return to Work Process
The Company maintains a documented return to work process for its employees who have been absent from work due to disability and who require disability-related accommodations to return to work.
The return-to-work process outlines the steps the Company will take to facilitate the return to work and will include documented individual accommodation plans as part of the process.
This return-to-work process will not replace or override any other return to work process created by under any other statute.
Performance Management, Career Development, Advancement and Redeployment
The Company takes into account the accessibility needs of employees with disabilities and their individual accommodation plans. The company will review an employee’s accommodation plan to understand the individual’s accommodation needs and determine if the plan needs adjusting to improve the employee’s performance on the job.
Questions and Support
This policy exists to achieve service excellence to customers with disabilities. A copy of this policy can be found on the company website under “Accessibility” and in the entrance of our local offices in Toronto and Ottawa. Questions directed about this policy can be directed to the Human Resources Manager at the company by mail, email or by calling 647-797-9911.
Multi-Year Plan
Bespoke Audio Visual was established in October 2015 and has subsequently experienced notable expansion, reaching over a 50-employee count in 2022.
Our Statement of Commitment
Bespoke Audio Visual (“The Company”) is committed to ensuring equal access and participation for people with disabilities. We are committed to treating all people in a way that allows them to maintain their dignity and independence.
We believe in inclusion and integration and will meet the needs of people with disabilities in a timely manner. The Company believes in providing people with disabilities the same opportunity to benefit from the services and opportunities in a similar way as others by meeting our accessibility requirements under AODA.
As such, we have developed this multi-year plan which outlines our strategy to remove barriers and achieve our accessibility goals and objectives under AODA. This multi-year plan will be reviewed and updated at least once every five (5) years, as required, and
focuses on the following initiatives:
- Customer Service
- Information and Communications
- Employment
- Training
Customer Service
Status: Completed
In accordance with AODA’s Customer Service Standards, by January 1, 2016, or sooner Bespoke Audio Visual will:
- Ensure that customer service feedback is easily accessible and alternative formats are available through phone, email, or in-person.
- Ensure that the processes for receiving and responding to feedback to people with disabilities are in a format that is accessible and upon request
Information and Communication
Status: Completed
In accordance with the AODA’s Information and Communication Standard, Bespoke Audio Visual will:
- Accessible Website and Web Content
- Ensure that our website and web content conform with the WCAG 2.0 Level A and Level AA, except for exclusions set out in the IASR by January 1, 2021.
- Feedback, Accessible Formats and Communication Supports
- Ensure that the Company notifies the public and provides, on request, accessible formats and supports for people with disabilities in a timely manner and at no additional cost by January 1, 2016.
Employment
Status: Completed
In accordance with AODA’s Employment Standards, by January 1, 2016, or sooner
Bespoke Audio Visual will:
- Recruitment, Selection and Informing Employees of Supports
- Ensure that all job postings specify that accommodations are available for applicants with disabilities.
- Inform applicants selected to participate in the recruitment process that accommodations are available upon request.
- Documented Individual Accommodation Plan/Return to Work Process
- Develop a written process for individual accommodation plans.
- Develop and document processes are in place to support employee/workplace accommodation requests and workplace emergency response information following absences from work, return-to-work and during employment.
- Performance Management, Advancement and Redeployment
- Assess the accessibility needs of employees with disabilities and individual accommodation plans when utilizing performance management processes, considering career development opportunities and redeployment.
Training
Status: Completed
In accordance with AODA’s Training Standards, by January 1, 2016, Bespoke Audio Visual will:
- Provide training on the requirements of the IASR on accessibility standards and human rights legislation as it pertains to people with disabilities.
- Maintain training records of individuals that have completed the training and the dates of when it was completed.