AODA: Accessibility for Ontarians with Disabilities Act

STATEMENT OF COMMITMENT TO ACCESSIBILITY

Wacky's is committed to providing a barrier-free environment for all stakeholders including our guests, employees, job applicants, suppliers, and any visitors who may enter our premises, access our information, or use our services. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act (2005), and its associated standards and regulations.

Wacky's understands that we have a responsibility for ensuring a safe, dignified, and welcoming environment for everyone. We are committed to ensuring our organization's compliance by incorporating accessibility legislation into our policies, procedures, equipment requirements, training, and best practices. We will review these policies and practices as organizational or procedural changes occur, or in anticipation of compliance deadlines. In addition, we will strive to meet the needs of individuals with disabilities in a timely and effective manner.

Providing an accessible and barrier-free environment is a shared effort, and as an organization, Wacky's is committed to working with the necessary parties to make accessibility for all a reality. For more detailed information on our accessibility policies, plans, and training programs, please contact Eric McLean.

--Wacky's Owners, July 1, 2023

INTEGRATED ACCESSIBILITY STANDARDS REGULATION (IASR) CUSTOMER SERVICE POLICY

This policy is intended to meet the requirements of the Customer Service Standards included in the Integrated Accessibility Standards under the Accessibility for Ontarians with Disabilities Act, 2005. It applies to the provision of goods and services to the public or other third parties, not to the goods themselves. All goods and services provided by Wacky's shall follow the principles of dignity, independence, integration and equal opportunity. Wacky’s is committed to excellence in serving all customers including people with disabilities.

Definitions

Assistive Device – Is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.

Guide Dog – Is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons' Rights Act, to provide mobility, safety and increased independence for people who are blind.

Service Animal – An animal is a service animal for a person with a disability if:

1. The animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, as a result of visual indicators such as the vest or harness worn by the animal; or
2. The person provides documentation from one of the following regulated health professionals confirming that the person requires the animal for reasons relating to the disability:
   • A member of the College of Audiologists and Speech-Language Pathologists of Ontario;
   • A member of the College of Chiropractors of Ontario;
   • A member of the College of Nurses of Ontario;
   • A member of the College of Occupational Therapists of Ontario;
   • A member of the College of Optometrists of Ontario;
   • A member of the College of Physicians and Surgeons of Ontario;
   • A member of the College of Physiotherapists of Ontario;
   • A member of the College of Psychologists of Ontario; or
   • A member of the College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.

Service Dog – As reflected in Health Protection and Promotion Act, Ontario Regulation 562, a dog other than a guide dog for the blind is a service dog if:

• It is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability; or
• The person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.

Support Person – A support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.

General Principles In accordance with the Customer Service Standards, this policy addresses the following:

A. The Provision of Goods and Services to Persons with Disabilities
B. The Use of Assistive Devices
C. The Use of Guide Dogs, Service Animals and Service Dogs
D. The Use of Support Persons
E. Notice of Service Disruptions
F. Customer Feedback
G. Training
H. Notice of Availability and Format of Required Documents

A. The Provision of Goods and Services to Persons with Disabilities Wacky's will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

• Ensuring that all customers receive the same value and quality;
• Allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
• Using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
• Taking into account individual needs when providing goods and services; and
• Communicating in a manner that takes into account the customer's disability.

B. The Use of Assistive Devices Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Wacky's. 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 the access of goods and services.

C. Guide Dogs, Service Animals and Service Dogs A customer with a disability that is accompanied by a guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. "No pet" policies do not apply to guide dogs, service animals and/or service dogs.

Food Service Areas - A customer with a disability that is accompanied by a guide dog or service animal will be allowed access to food service areas that are open to the public unless otherwise excluded by law.

Exclusion Guidelines - If a guide dog, service animal or service dog is excluded by law (see applicable laws below), Wacky's will offer alternative methods to enable the person with a disability to access goods and services, when possible.

Applicable Laws - Dog Owners' Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relating to banned breeds and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails.

Recognizing a Guide Dog, Service Dog and/or Service Animal - If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, Wacky's may request verification from the customer. 

Care and Control of the Animal - The customer who is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.

Allergies - If a health and safety concern presents itself - for example, in the form of a severe allergy to the animal, Wacky's will make all reasonable efforts to meet the needs of all individuals.

D. The Use of Support Persons If a customer with a disability is accompanied by a support person, Wacky's will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person. There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations, Wacky's will make every reasonable attempt to resolve the issue.

Admission Fees - Where Wacky's requires a support person to accompany a person with a disability, and where the person with a disability has agreed to the accompaniment, Wacky's will not charge the support persons any fees.

E. Notice of Disruptions in Service Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Wacky's. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use Wacky's' goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

When disruptions occur Wacky's will post the notice at the restaurant entrance. The following information will be included unless it is not readily available or known:

• Goods or services that are disrupted or unavailable;
• Reason for the disruption;
• Anticipated duration; and
• A description of alternative services or options.

F. Customer Feedback Customers who wish to provide feedback on the way Wacky’s provides goods and services to people with disabilities, can email the store directly. An alternate method of providing feedback, such as verbally or in writing, will be provided upon request. All feedback will be directed to Eric Mclean. Customers can expect to hear back within 7 days. Complaints will be addressed according to our organization’s regular complaint management procedures. Any policy of Wacky’s that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

G. Training Wacky's will provide training for its employees and volunteers regarding the IASR and the Ontario Human Rights Code as they pertain to individuals with disabilities during orientation. Training will also be provided to individuals who are responsible for developing policies, and all other persons who provide goods, services or facilities on behalf of Wacky's. Training will be provided as soon as is reasonably practicable. Training will be provided on an ongoing basis to new employees and as changes to accessibility policies/procedures occur. 

Training Provisions - Training will cover the following:

• A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
• A review of the requirements of the Customer Service Standards.
• Instructions on how to interact and communicate with people with various types of disabilities.
• Instructions on how to interact with people with disabilities who:
  • use assistive devices;
  • require the assistance of a guide dog, service dog or other service animal; or
  • require the use of a support person (including the handling of admission fees).
• Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
• Instructions on what to do if a person with a disability is having difficulty accessing our services.
• Wacky's policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.

Record of Training Wacky's will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

H. Notice of Availability and Format of Documents Wacky's shall notify customers that the documents related to the Customer Service Standards are available upon request and in a format that takes into account the customer's disability. Notification will be given by posting the information on the Wacky's website.

INTEGRATED ACCESSIBILITY STANDARDS REGULATION (IASR) INFORMATION AND COMMUNICATION POLICY

This policy is intended to meet the requirements of the Integrated Accessibility Standards, Ontario Regulation 191/11 for the Information and Communications Standard set forth under the Accessibility for Ontarians with Disabilities Act, 2005. This policy applies to the provision of information and communications services and materials for people with disabilities. All information and communications materials and services provided by Wacky's shall follow the principles of dignity, independence, integration and equal opportunity.

Definitions

Accessible Formats – Include but are not limited to large print, recorded audio and electronic formats, braille and other formats usable by persons with disabilities.

Communication Supports – Include but are not limited to captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communications.

Conversion Ready – An electronic or digital format that facilitates conversion into an acceptable format.

Kiosk – An interactive electronic terminal, including a point-of-sale device, for public use that allows users to access one (1) or more services or products.

General Principles In accordance with the Integrated Accessibility Standards, Ontario Regulation 191/11, this policy addresses the following:

A. General Requirements
B. Feedback Process
C. Accessible Formats and Communication Supports
D. Emergency Procedures, Plans or Public Safety Information
E. Accessible Websites and Web Content
F. Exceptions
G. Review

A. General Requirements General requirements that apply across all of the five (5) standards (information and communication, employment, transportation, design of public spaces, and customer service) are outlined as follows.

Establishment of Accessibility Policies and Plans - Wacky's will develop, implement and maintain policies governing how it will achieve accessibility through these requirements. Wacky's will include a statement of its commitment to meeting the accessibility needs of persons with disabilities in a timely manner in its policies. These documents will be made publicly available in an accessible format, upon request. Wacky's will establish, implement, maintain and document a multi-year accessibility plan outlining its strategy to prevent and remove barriers and meet its requirements under the IASR. Accessibility plans will be made available in an accessible format, upon request, and will be posted on our website. Wacky's will review and update its accessibility plan at least once every five (5) years.

Procuring or Acquiring Goods and Services, or Facilities - Wacky's will incorporate accessibility criteria and features when procuring or acquiring goods, services or facilities. The only exception is in cases where it is impracticable to do so.

Training Requirements - Wacky's will provide training for its employees and volunteers regarding the IASR and the Ontario Human Rights Code as they pertain to individuals with disabilities during orientation. Training will also be provided to individuals who are responsible for developing policies, and all other persons who provide goods, services or facilities on behalf of Wacky's. Training will be provided as soon as is reasonably practicable. Training will be provided on an ongoing basis to new employees and as changes to accessibility policies/procedures occur. Wacky's will maintain records on the training provided, when it was provided and the number of employees that were trained.

Self-Serve Kiosks - Wacky's will consider accessibility features for persons with disabilities when acquiring self-service kiosks. Wacky's will always be aware of the accessibility features of self-service kiosks for persons with disabilities.

B. Feedback Process Wacky's will ensure that all feedback processes (both internal and external) are made accessible to guests or employees, upon request. In accordance with the customer service standards, Wacky's will make known the availability of accessible feedback formats. Customers who wish to provide feedback on the way Wacky’s provides goods and services to people with disabilities, can email the store directly. An alternate method of providing feedback, such as verbally or in writing, will be provided upon request. All feedback will be directed to Eric Mclean.

C. Accessible Formats and Communication Supports Unless deemed unconvertible, Wacky's will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities, upon request. Accessible formats and communication supports will be provided in a timely manner and at no additional cost to the individual. Wacky's will take into account the person's accessibility needs when customizing individual requests and shall consult with the individual making the request to ensure suitability. Wacky's will make the availability of accessible formats and communication supports publicly known by posting the information on the Wacky's website.

D. Emergency Procedures, Plans or Public Safety Information Wacky's will ensure that all publicly available safety and emergency information (e.g. evacuation procedures, floor plans etc.) is provided in an accessible format or with appropriate communication supports, upon request.

E. Accessible Websites and Web Content  Wacky's will ensure that our website, and where applicable, web content, conforms to the Web Content Accessibility Guidelines (WCAG) as outlined in the IASR, and will refer to the legislation for specific compliance requirements.

F. Exceptions The Information and Communications Standard does not apply to:

• Products and product labels;
• Unconvertible information or communications; or
• Information that the organization does not control either directly or indirectly through a contractual relationship.

Unconvertible Information or Communications - If it is determined, in consultation with the requesting party, that information or communications are unconvertible, Wacky's will ensure that the individual who made the request is provided with an explanation and a summary of the information. Wacky's will classify information or communications as unconvertible where it is not technically practicable to convert or the technology required to make the conversion is not readily available.

G. Review This policy will be reviewed regularly to ensure that it is reflective of Wacky's current practices and legislative requirements.

 

Multi-Year Accessibility Plan

This accessibility plan outlines the steps our organization has taken to prevent and remove barriers to accessibility.

 

Section 1. Past Achievements to Remove and Prevent Barriers

We have successfully completed accessibility initiatives in the following areas of the Integrated Accessibility Standards:

General Requirements:

• Establishment of accessibility policies
  • We have created policies and have set a yearly schedule to review and update them.
• Training on IASR and the Human Rights Code
  • We have moved this to our employee onboarding digital platform to ensure that every new hire is trained and their training is documented.

 

Information and Communications Standard

• Feedback Process
  • We provide training to every new hire to ensure that they know that guests may provide feedback via our website or any other method chosen by the guest, such as verbally or in writing.
• Accessible formats and communication supports
  • We have altered our designs to increase print legibility. Our menus feature plain language, symbols and pictures. We are happy to discuss and accommodate specific needs with our guests and employees.
• Emergency procedures and plans
  • Emergency procedures are covered with each new hire during their onboarding and are also posted on our Health & Safety board.
• Training to educators
  • Our Head Office keeps our District Manager apprised of AODA-related updates. Our District Manager provides continuous training and coaching to managers.

 

Employment Standard

• Recruitment, assessment and selection process
  • We do our very best to accommodate job candidates who require accommodations during the hiring process.
• Informing employees of supports
  • All new hires cover this information during their initial onboarding.
• Accessible formats and communication supports for employees
  • We address individual needs using an Individual Accommodation Plan.
• Workplace emergency response information
  • We have designed a Workplace Emergency Response form for our management’s use.
• Documented Individual Accommodation Plans
  • We have designed an Accommodation Plan form for our management’s use.
• Return to Work Process
  • Management training on return to work procedures is included in new manager onboarding.
• Career development and advancement
  • All employees receive the same training manuals and checklists. Managers receive training on the Human Rights code.

 

Design of Public Spaces Standard

In our new and newly renovated spaces, we have carefully considered accessibility requirements.

• Making parking accessible
  • Working with contractors to ensure parking is accessible.
• Make service counters, waiting areas and areas used by guests accessible
  • Working with architects/designers to ensure counters and waiting areas are accessible.
  • Purchasing tables that will allow wheelchairs to comfortably fit under them and having seating available that chairs is easily moved
  • Arranging dining areas with ample aisle spacing
  • Clear and easy to understand signage

 

Customer Service Standard

• Develop, implement, maintain policies regarding the provisions of goods, services, or facilities to persons with disabilities.
  • Policies are completed and reviewed annually.
• Prepare documents describing the accessible customer service policies, provide on request, and notify that documents are available on request.
  • Documents are completed and our website states that they are available on request.
• Ensure that a person with a disability is permitted to enter the premises with their service animal and to keep the animal with them, unless the animal is otherwise excluded by law from the premises. Ensure that other measures are available to enable a person with a disability to obtain, use, or benefit from goods, services, or facilities if the person’s service animal is excluded from the premises.
  • This aspect of the Customer Service Standard is covered in our Accommodation Policies. All new hire employees are trained on our Accommodation Policies prior to them beginning work.

• Ensure that a person with a disability and their support person are permitted to enter the premises together and that the person with a disability is not prevented from having access to the support person while on the premises and waive the admission charge when a support person is required to accompany a person with a disability
  • This aspect of the Customer Service Standard is covered in our Accommodation Policies. All new hire employees are trained on our Accommodation Policies prior to them beginning work.
• Provide notice of any temporary disruption to services that may affect persons with disabilities. Prepare a document on temporary disruption of services, provide document on request, notify that the document is available on request
  • A sign template has been created and all new managers are trained on how to locate the template and create a sign.
• Provide accessible customer service training to all staff. Provide training on changes to policies to staff on an ongoing basis and keep records of training. Prepare a document on the training policy, provide a copy of the document on request, notify that the document is available on request.
  • This training has been integrated into our digital onboarding platform to ensure that every new hire receives this training. Additional training or training updates are done as needed.
• Establish a feedback process for providing goods, services, or facilities to persons with disabilities. Prepare a document on the feedback process, provide a copy of the document on request, notify that the document is available on request.
  • This process has been created and is posted on our website.
• Ensure that documents or information given to a person with a disability are offered in an accessible format or with communication support
  • We communicate with our guests with disabilities to ensure accessible formats or communication supports are provided.

Section 2. Strategies and Actions

We are committed to continuing to meet the requirements of the Accessibility for Ontarians with Disabilities Act and to removing and preventing barriers to people with disabilities. Current and potential barriers are being addressed as follows:

• Training on IASR and the Human Rights Code
  • We are developing a refresher training course for staff. This is scheduled to be completed by the end of December 2023.
  • We are revamping our manager training program to be more extensive. This is scheduled to be completed by the end of December 2023.  The goal is to ensure that managers are very comfortable with the following:
    • Feedback processes
    • Accessible formats and communication supports for guests and employees
    • Emergency procedures and plans
    • Recruitment, assessment and selection processes
    • Workplace emergency response information forms
    • Individual accommodation plans
    • Return to work processes
    • Policies re: service animals and support persons
    • Notice of temporary disruptions in service
    • Accessible customer service training

• Accessible websites and web content
  • In June 2023, it was determined that our website no longer meets all WCAG guidelines due to various updates. Our Marketing Director is working with Web Developers to redesign a new website that is completely compliant with WCAG 2.0 Level AA guidelines – this will be done by the end of December 2023. Furthermore, employees with access to make website changes will receive training to ensure that their changes maintain WCAG compliance.

For More Information
For more information on this accessibility plan or to request it in a standard or accessible form, please contact Desiree Valiquette at desiree@wackywings.ca.

 

Review
This plan is updated at least once every 5 years. It was last updated July 5, 2023.