SIMAC is committed to excellence in the provision of services to all including people with disabilities. To ensure fair and equal treatment and full access for all persons served, personnel and other stakeholders, SIMAC has adopted the principles established in the Accessibility for Ontarians with Disabilities Act (AODA).
The Government of Ontario defines disability as follows:
The following service standards will be adhered to by all resources involved in the provision of services on behalf of SIMAC:
Excerpt from Regulation 429/07
Customer Service Standards:
3. (2) The provider shall use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles:
Where possible, SIMAC will endeavour to understand the needs of the persons served and other stakeholders prior to their arrival on site to ensure that each individuals accessibility needs are fully met and that their dignity and independence is maintained.
SIMAC will ensure that all physical locations chosen for the provision of services meet the required accessibility standards, including but not limited to:
Any reasonable request for accommodations will be documented and reviewed by management. The decision-making process with respect to accommodation will be based on the following criteria, with the CEO having the final authority to make decisions on accommodations:
SIMAC 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 or services.
It is expected that any specific communications requirements of a person served will be related to SIMAC during the intake/schedule process. We will make every effort to communicate with individuals with disabilities in ways that take into account their disability and ensure they have full access to the information they require during the assessment process. Communication accommodations include but are not limited to:
SIMAC welcomes people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are accessible to the public and/or persons served.
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
Notice of Temporary Disruption:
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, SIMAC will notify customers promptly. This clearly posted 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.
SIMAC will provide training to employees and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.
This training will be provided to staff during the onboarding process and reviewed at least annually. Training will include:
Staff will also be trained when changes are made to our accessible customer service plan.
Any person wishing to provide feedback on the way SIMAC provides services to people with disabilities can do so by completing the appropriate satisfaction survey or through our Complaints Management process. All feedback, including complaints, will be reviewed and/or investigated by SIMAC management. Any person lodging a complaint can expect a prompt response from SIMAC management, with an initial verbal response provided within two business days.