Policy Statement
Octopus Red shall use reasonable efforts to provide services in a manner that respects the dignity, independence, integration and equal opportunity of persons with disabilities. We will endeavour to use alternate methods when possible to ensure that people with disabilities have access to the same services as others, in the same place and in a similar manner. Octopus Red will consider individual needs when providing services and will communicate where possible in a manner that takes into account the person’s disability.

Purpose
The purpose of this policy is to fulfill the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, designed to make Ontario more accessible by identifying, removing and preventing barriers for persons with disabilities

To establish this policy Octopus Red has consulted the following legislation:

Accessibility for Ontarians with Disabilities Act – Customer Service Standard
Human Rights Code

Scope
This policy applies to all employees, volunteers and interns of Octopus Red who work in Ontario.

Definitions
Disability; means:

any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
a condition of mental impairment or a developmental disability,
a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
a mental disorder, or
an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997

Assistive Devices; an auxiliary aid such as communication aids, cognition aids, personal mobility aids and medical aids (i.e. canes, crutches, wheelchairs, personal oxygen tank, or hearing aids).

Persons with Disabilities; individuals who are experiencing a disability as defined under the Ontario Human Rights Code.

Support Person; any person who accompanies a person experiencing a disability in order to help with communications, personal care or medical needs or with access to goods and services.

Service Animals; any animal individually trained to do work or perform tasks for the benefit of a person experiencing a disability.

Application
Providing services to people with disabilities

Access to Offices
Our offices are currently closed due to Covid 19 but all services are available virtually via zoom, or via telephone. We may also come to the customer directly if that makes accessibility easier.
Communicating with us
We can be reached via 519-209-4189 from 10:00 to 16:00 hours Eastern Time, Monday to Friday. Persons who respond to telephone calls are trained in responding on the phone to persons with disabilities. Those who cannot communicate to us via telephone may communicate via laura@octopusred.com.
Written Material
On request, we provide written material in large-print, via e-mail, in spoken word or in other ways that assist persons with visual impairments. We are currently unable to provide our documents in Braille. We apologize for the inconvenience.
Support Persons
Support persons are welcome at our virtual meetings. In situations where confidential information might be discussed in the presence of a support person, consent will be obtained from the person with the disability, prior to any conversation occurring.
Service Animals
For off site meetings in person, Service animals are welcome. Care and control of the service animal is the responsibility of the person who is being accompanied.
Assistive Devices
We are committed to serving people experiencing disabilities who use assistive devices to obtain, use or benefit from our services. We will ensure that our staff in Ontario is trained and is familiar with various assistive devices that may be used by customers with disabilities while accessing our services. 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 access.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services we will post notices on our outgoing emails and change telephone messages. In the unlikely event of an extended disruption in services we will also post a notice on our website.

Training
Staff that interacts with members and the public will be trained in providing service to persons with disabilities. All employees who participate in the development of policies, practices and procedures will also receive this training. New staff will receive this training as part of their orientation process.

Training will include:

An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
How to interact and communicate with people experiencing various types of disabilities.
How to interact with people experiencing disabilities who use an assistive device or require the assistance of a service animal or a support person.
What to do if a person experiencing a disability is having difficulty in accessing information or materials.
Staff will receive further training if changes are made to our accessible customer service policy.

Feedback Process
Feedback regarding the way Octopus Red provides materials, information and services to people experiencing disabilities can be made orally (by telephone), or in writing (in person, via Canada Post, courier or via email to laura@octopusred.com.

All feedback will be directed to the owner. Persons with concerns can usually expect to hear back from the organization within one week, in a manner which takes their disability into account.

Changes in Practice or Policy
If further modifications to policies or practices become necessary as a result of feedback from persons with disabilities, Octopus Red is committed to making such a modification as promptly as possible.

Implementation
The implementation steps will include:

The policy will be distributed to all those to whom the policy applies.
The owners will provide a copy of the policy to all new employees during their orientation and provide them with an overview of the policy.
The policy will be posted on our website.
Accessibility feedback

Feedback regarding the way Octopus Red provides materials, information and services to people experiencing disabilities can be made orally (via telephone), or in writing (in person, via Canada Post, courier or e-mail).

Octopus Red
4 Harvard Ave
Brantford, ON N3R2Z6
Tel: (519) 209-4189
E-mail:laura@octopusred.com