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Effective Date: January 1, 2013


The Roy Foss Group (The Company) is committed to providing outstanding customer service to people with disabilities consistent with the principles of independence, dignity, integration and equal opportunity. This plan summarizes the practices and procedures The Company and our associates will take to achieve our commitment. It is consistent with the requirements outlined in the Customer Service Standard of the Accessibility for Ontarians with Disabilities Act (AODA), 2005.

Our Commitment

We will:

  • Review and update our policy, plan and standards regularly to ensure high quality, accessible customer service.
  • Consult with key stakeholders and advisory groups on emerging or changing requirements.
  • Embed accessibility requirements into staff training and orientation materials.
  • Review customer feedback and take appropriate action.

Personal Assistive Devices

The Company welcomes anyone accessing our goods, services or premises to use their own personal assistive devices. These include but are not limited to walkers, white canes, oxygen tanks and note-taking devices. In cases where note-taking devices are not permitted for example, meetings of a confidential nature, we will work with the person needing the device to determine an appropriate alternative.

Owing to the building environment at this location (lack of elevator), we will endeavour to relocate meetings to accessible locations in order to accommodate people with mobility limitations. The lower floor of this building is fully accessible for those with mobility limitations.

We will ensure that our staff is trained and familiar with assistive devices that may be used by people with disabilities while accessing our goods, services or premises.

Service Animals

We welcome guide dogs or other services animals in any part of our premises that are open to the public.

Support Persons

Any person with a disability who is accompanied by a support person is welcome on our premises.

Service Disruption Notice

If our services or premises are closed due to a planned or unexpected disruption during regular business hours for any reason, we will place a notice on the entrances. The notice will indicate the reason for the disruption, the expected duration, and a description of alternate facilities or services, if available or applicable.


The Company will ensure all associates and others who deal with the public or other third parties on our behalf, receive training on:

  • The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”).
  • The requirements of the Accessibility Standards for Customer Service.
  • Information about The Company’s policy, plan and guidelines pertaining to the provision of goods and services to persons with disabilities.
  • How to interact and communicate with persons with various disabilities.

Newly hired associates will receive training within 3 months of their hire date The Company.

Feedback Process

People who would like to provide feedback on how Roy Foss provides goods and services to people with disabilities are encouraged to contact Human Resources through written mail, email, telephone or in person.

The Company takes all feedback, including complaints, seriously. If the feedback is negative, the Human Resource Department will investigate the complaint and respond to the complaint within 30 calendar days. The response will summarize the findings of the investigation and the actions, if any, that will be taken to mitigate the concern.

Modifications to this or Other Policies

Any policy of The Company that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.