Accessible Customer Service Policy
We are committed to providing accessible customer service to people with disabilities.
Accessible Customer Service Policy: The Ontario Accessible Customer Service Standards aim to make Ontario more accessible to people with disabilities.
1.0 Statement of Commitment
Think On, Inc. is dedicated to offering accessible customer service to individuals with disabilities in a way that aligns with the principles of dignity, independence, integration, and equal opportunity to access, use, and benefit from Think On, Inc.’s goods and services. For a detailed description of each principle please visit www.AccessOn.ca
This policy will be revised in accordance with the introduction and development of new standards. Changes in the delivery of Think On, Inc.’s services will trigger a review of this policy to assess its impact on individuals with disabilities. Any inquiries about the policy should be directed to the Director of People and Culture, reachable through the Contact Form.
2.0 Canadian Accessibility Standards and Regulations
Think On, Inc. is supportive of the Accessibility for Ontarians with Disabilities Act (AODA), and its goal of achieving accessibility with respect to goods, services, facilities, and employment. We are committed to giving people with disabilities the same opportunity by preventing and removing barriers to accessibility and meeting the accessibility requirements under AODA.
Ontario’s Integrated Accessibility Standards Regulation (IASR) aims to make Ontario more accessible to people with disabilities. It is about:
- Understanding that customers with disabilities may have different needs, and
- Finding the best way to help them access goods and services.
The Accessibility for Ontarians with Disabilities Act (AODA), 2005 is the foundation on which the IASR is built. The AODA allows for enforcement of the IASR through inspections, compliance orders, and administrative penalties.
Think On, Inc.’s accessibility practices are compliant with the AODA, the IASR, the Canadian Charter of Rights and Freedoms, the Ontario Human Rights Code, and other applicable Canadian federal and provincial accessibility regulations.
This website complies with Web Content Accessibility Guidelines (WCAG) 2.0 Level AA, as published by the W3C Consortium’s Web Accessibility Initiative (WAI).
Think On, Inc. is committed to equity in employment. Think On, Inc.’s employment practices comply with the Ontario Human Rights Code, which states that every person has a right to equal treatment with respect to employment without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, age, record of offences, marital status, family status, same-sex partnership status or disability.
3.0 Definitions
The following definitions apply to the terms used in this Integrated Accessibility Standards Policy
Accessible Formats: Other ways of publishing information beyond traditional printing. May include, but is not limited to:
- Audio format such as digital audio
- Braille used by some people who are blind or deaf-blind
- Videos that may be helpful to people with certain learning disabilities
- Easy-to-read, simplified summaries of materials for people with developmental or intellectual disabilities
- Large print and electronic formats
Assistive Devices: A tool, technology or other mechanism that helps a person with a disability do everyday tasks and activities such as moving, communicating or lifting and maintain their independence at home, at work and in the community (for example, communication aids, cognition aids, personal mobility aids, medical aids).
Communication Support: May include, but is not limited to, captioning, alternative and augmentative communication support, plain language, sign language and any other support that facilitates effective communication.
Disabilities: As per the Ontario Human Rights Code, “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 coordination, 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. (“Handicap”)
Internet website: means a collection of related web pages, images, videos or other digital assets that are addressed relative to a common Uniform Resource Identifier (URI)and is accessible to the public; (“French”)
New Internet Website: means either a website with a new domain name or a website with an existing domain name undergoing a significant refresh.
Persons with Disabilities: Individuals who are afflicted with a disability as defined under the Ontario Human Rights Code.
Service Animals: Any animal trained to do work or perform tasks for the benefit of a person with a disability.
Support Persons: Any person whether a paid professional, volunteer, family member, or friend who accompanies a person with a disability in order to help with communications, personal care, medical needs, or access to goods or services.
Unconvertible Information or Communication: means information or communication that it is not technically feasible to convert, or if it is technically feasible to convert, the technology required to do so is not readily available.
Web Content Accessibility Guidelines (“WCAG”): means the international standard for making a website and web content accessible to people with a wide-range of disabilities. The IASR requires an organization to become compliant with two levels of the WCAG – Level A and Level AA.
4.0 Providing Goods and Services to People with Disabilities
4.1 Communication
Think On, Inc. ensures to communicate with people with disabilities in a way that will consider their disability. We will make every reasonable effort to have the person with a disability understand both the content and intent of its communications. This may include, but is not limited to, providing information in accessible formats or with communication supports.
4.2 Assistive Devices
Persons with disabilities may use their own assistive devices as required when interacting with ThinkOn. We will ensure that our Thinkers are trained and familiar with various assistive devices that may be used by a person with disabilities.
4.3 Use of Service Animals and Support Persons
Think On, Inc. is 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 on the parts of our premises that are open to the public and other third parties. At no time will a person with a disability who is accompanied by a support person be prevented from having access to their support person while on premise. It may be necessary for support people to provide documentation for confidentiality and privacy purposes.
4.4 Notice of Temporary Disruption
Think On, Inc. will provide prompt notice in the event of a planned or unexpected disruption that may affect people with disabilities. This notice will include information about the reason for the disruption, the anticipated duration, and a description of alternative services, if available. The notice will be placed on our Internet site and at the appropriate public entrances. We will provide people with publicly available emergency information in an accessible format upon request. We will also provide Thinkers with disabilities an individualized emergency response information when necessary.
5.0 Website Accessibility
Our commitment to accessibility extends to our online presence as we strive to provide an accessible and inclusive online environment for all users, including those with disabilities.
Think On, Inc. ensures that any New Internet Website and web content on such site(s) conforms with WCAG 2.0 Level AA to the extent required by the IASR.
The commitment to provide an accessible website and web content only applies to internet websites and web content Think On, Inc. controls directly or indirectly through a contractual relationship allowing for modification of the website or web content at issue.
5.1 Accessible Design
Think On, Inc. continually works toward incorporating accessible design principles into our website, ensuring that information and functionalities are perceivable, operable, understandable, and robust for all users.
Think On, Inc. utilizes accessiBe’s accessWidget on its internet websites to provide an accessible web browsing experience that accommodates a wide range of needs for people with disabilities. To learn more, visit www.accessibe.com
5.2 Feedback Process
Think On, Inc. encourages users, including those with disabilities, to provide feedback on the accessibility of our website. This input can be conveyed in person, by telephone, in writing, over live chat on our website or Contact Form, or through other electronic means. We are committed to addressing concerns promptly and making necessary improvements to enhance accessibility.
6.0 Training Staff
Think On, Inc. provides training to Thinkers on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities as required under the Ontario Integrated Accessibility Standards Regulation and will be given to all new Thinkers as part of their orientation. All training records will be kept on file. Training includes:
- 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 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
- what to do if a person with a disability is having difficulty accessing Think On, Inc. services
Where there has been a material change made to legislation or to our accessibility policies, Thinkers will receive further training.
7.0 Multi-Year Accessibility Plan
Think On, Inc. has a multi-year accessibility plan to outline the policies and actions that it will put into place. This plan is updated regularly and at least once every 5 years. We will provide our Multi-Year Accessibility plan in an accessible format upon request.
8.0 Feedback Process
We value input from our customers, including feedback on our accessibility initiatives. Individuals are encouraged to share their thoughts on the way we provide accessible customer service, as well as the accessibility of our physical locations and online platforms. Comments regarding how well expectations are being met are welcomed and appreciated. Feedback can be provided by email to requests@thinkon.com or the Contact Form. You will be contacted through your preferred communication method as indicated on your feedback.
9.0 Modification To This Policy
Since Think On, Inc. is committed to developing policies that respect and promote the dignity and independence of people with disabilities, no changes will be made to this policy before considering the impact on people with disabilities. Furthermore, any Think On, Inc. policy that does not request and promote the dignity and independence of people with disabilities will be modified or removed.
10.0 Contacting Think On, Inc.
For questions or concerns regarding this policy, please contact:
Karla Jensen, Head of People & Culture
ThinkOn Head Office
56 Aberfoyle Crescent, Suite 420, Etobicoke, ON M8X 2W4
Date of Approval: December 15, 2023
This policy will be reviewed and updated as necessary to ensure its ongoing relevance and effectiveness in providing accessible customer service in accordance with the AODA Customer Service Standard.