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Accessibility Policy

1.     Our commitment 

GlassHouse Systems Inc. (“GHS”) is committed to meeting the needs of those with disabilities in a timely manner. It will do so by removing barriers to accessibility in providing services to its customers and with respect to its staff including employees. We are dedicated to ensuring that all of our clients have equal access and receive our services regardless of their accessibility needs. GHS has taken and will continue to take steps to meet its accessibility and other requirements under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and the Ontario Human Rights Code (“HRC”), among others.

GHS strives to treat all of its customers and employees with dignity and respect. We embody the principles of independence, integration, and equality of opportunity for people with disabilities in our business model and to ensure that our customers experience the high standard we expect of our services. 

We are pleased to share this Accessibility Policy (the “Policy”), which governs our provision of services to persons with disabilities.

2.     application of policy

This Policy applies not only to our engagement with staff and customers, but to all third parties with whom GHS interacts. 

3.     Information and Communications Standards

     3.1     communication

GHS communicates with its customers with disabilities in a manner that considers their particular accessibility needs. 

We have a process for receiving and responding to feedback and the process is accessible to persons with disabilities upon request. Our feedback process is set out in detail below.

Upon request, we will provide information about GHS and its services, including public safety information, in accessible formats or with communication supports. We will consult with the customer and take into account his or her accessibility needs to provide the information in an appropriate and timely manner. If we are unable to convert the information or communication into an accessible format, we will explain the reason and provide a summary of the unconvertible information.

As mentioned below, we will provide copies of our accessibility policies to our customers with disabilities upon request. These policies, in their standard format, are located near the front entrance of GHS’ premises and on our website. https://www.ghsystems.com/accesibility

     3.2     feedback process 

GHS welcomes feedback about our provision of accessible customer service. Customer service feedback will help us identify barriers and respond to concerns.
Customers may provide feedback by:

  1. Sending an email to hr@ghsystems.com
  2. Calling us at 416-229-2950 ext. 319 and speaking with a member of the Director of Human Resources; or
  3. Speaking directly with Human Resources on site.

Customers who provide feedback by email will receive an acknowledgement of their feedback along with information about any resulting actions that are taken based on the concerns or complaints submitted. 

If a customer provides verbal feedback and requests that we follow up, we will advise the customer of any resulting actions taken as a result of his or her concerns.

     3.3     Notice of Availability of Documents

Documents related to accessible customer service are located near the front entrance of GHS’ premises and on our website. https://www.ghsystems.com/accesibility  

Upon request, we will provide these documents in an accessible format or with communication support. 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 free of charge.

Customers may request such documents by:

  1. Sending an email to hr@ghsystems.com;
  2. Calling us at 416-229-2950 ext. 319 and speaking with a member of the Human Resources team; or
  3. Speaking directly with Human Resources on site.

4.     Accessibility at GHS’ Premises

     4.1     assistive devices

Persons with disabilities may use their personal assistive devices when visiting GHS’ premises.

In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, we will make reasonable efforts to ensure that the customer can access and receive our services. Our staff are trained on and are familiar with various assistive devices that may be used while accessing the premises 
(e.g., wheelchairs, scooters, hearing aids).

If a customer who uses an assistive device visits GHS’ premises without advance notice of the same, we will make every reasonable effort to accommodate the customer on site if and as required. 

     4.2     service animals 

GHS welcomes the service animals of our customers with disabilities on our premises. If we cannot easily identify that an animal is a service animal (e.g., where it does not wear a harness or a vest), our staff may ask for documentation from a regulated health professional confirming that the customer requires the service animal in connection with his or her disability.

A regulated health professional is defined as a member of one of the following colleges:

  • College of Audiologists and Speech-Language Pathologists of Ontario;
  • College 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; and
  • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.

Our service animal policy follows sections 14(1) of Ontario Regulation 493/17 (Food Premises) and 80.45 of Ontario Regulation 191/11 (Integrated Accessibility Standards). If there is a conflict between those provisions and the provisions of another law (e.g., banned dog breeds under the Dog Owners’ Liability Act), the more restrictive provision shall prevail.

     4.3     support persons 

Support persons are welcome at GHS. If a customer with a disability is accompanied by a support person, we will ensure that both persons can enter the premises together and that the customer is not prevent from having access to the support person.

     4.4     Notice of Temporary Disruption 

In the event of a planned or unexpected disruption to services for our customers with disabilities, GHS will make reasonable efforts to notify customers in advance. This notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

When disruptions occur, we will provide notice by:

  1. Posting notices in conspicuous locations, including the place of disruption, near the main entrance, and/or at the nearest accessible entrance to the service disruption;
  2. Contacting customers who are scheduled to visit the premises that might be affected;
  3. Verbally notifying customers when they call; or
  4. By any other method that may be reasonable in the circumstances.

     4.5      accessible parking 

There are accessible parking spots available where GHS is located. These spots are marked by signage and located closer to the building.

5.     Accessibility Training and Employment Practices

    5.1      training

Our staff, including volunteers and employees are or shall be provided with training in accessible customer service, other accessibility standards, and aspects of the HRC that apply to persons with disabilities. The scope of training is specific to each staff member and the employee’s specific role. 

Training includes:

  1. AODA’s purpose, key elements of the Integrated Accessibility Standards (Ontario Regulation 191/11), and the Customer Service Standards thereunder;
  2. How to interact and communicate with people with various types of disabilities;
  3. How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person;
  4. How to use equipment or devices that may help with providing customer service to people with disabilities; and
  5. What to do if a person with a disability experiences difficulty with accessing our premises, goods or services.

We train or shall train every new employee as soon as practicable once they are hired and provide ongoing training in respect of any changes to our policies. We maintain records of the training provided, including the dates on which training was provided and the number of individuals to whom it was provided.

Upon request, we will provide a document that describes our training policy, summarizes the content, and when the training will be or was provided.

    5.2     employment

GHS has adopted fair, equitable, and accessible employment practices. Our job postings shall advise applicants that accommodations can be made during recruitment and hiring. We will advise applicants of this during the selection process and those successful in the process upon making offers of employment. We will consult with applicants and new staff to develop suitable accommodations in each case. 

We will consult with the employee making the request in determining the suitability of an accessible format or communication supports specifically for:

  1. Information that is needed to perform the employee’s job; and
  2. Information that is generally available to employees in the workplace.

Where required, we will also provide customized emergency information to help an 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 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 if area of the premises the employee primarily works in changes, where the accommodation needs or plans are reviewed, and when we review GHS’ and the premises general emergency response policies.

GHS has or shall develop a written process to develop individual accommodation plans for employees. We have or shall develop a written process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work. Our performance management, career development, and redeployment processes shall take into account the accessibility needs of all employees.

6.     design of public spaces 

GHS will meet accessibility laws as it relates to its leased premises when building or making major changes to its applicable spaces, including service counters and waiting areas. 

7.     Questions about the Policy

If you have any questions about this Policy, please contact us by:

  1. Sending an email to hr@ghsystems.com;
  2. Calling us at 416-229-2950 ext. 319 and speaking with a member of the Human Resources team; or
  3. Speaking directly with Human Resources on site.

Please contact us using one of the methods above if you wish to receive an accessible format of this Policy at no charge to you. We will gladly consult with You and accommodate your request to the extent reasonably possible should you require a communication support.
Personal information provided to us is protected pursuant to the Personal Information Protection and Electronic Documents Act.

Last Reviewed (December 2023)

 

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