POLICY STATEMENT: Accessibility for Ontarians with Disabilities

UJA Federation of Greater Toronto (UJA Federation) supports the full inclusion of persons with disabilities as set out in the Canadian Charter of Rights and Freedoms, Ontario Human Rights Code, and the Accessibility for Ontarians with Disabilities Act (AODA), 2005.

UJA Federation is committed to recognizing the dignity and independence of all staff, volunteers, donors, and visitors, and seeks to ensure that persons with disabilities have genuine, open, access to all UJA Federation services, facilities, and events. It is the responsibility of each staff member and/or volunteer, to play a part in creating an equitable and inclusive environment, in the identification of barriers, and in the accommodation processes, whether on the site of UJA Federation, or at some other event location.

In working towards its goals to provide access to persons with disabilities, UJA Federation will act conscientiously and in keeping with its own policies and all relevant legislation. For purposes of this Policy, the statutory definition of the term “disability” is that which is provided by the Accessibility for Ontarians with Disabilities Act 2005, attached as an Appendix.

The Act includes development of Standards in five areas including Customer Service, Information and Communication, Built Environment, Transportation and Employment. Accessibility standards are the rules that businesses and organizations in Ontario will have to follow to identify, remove, and prevent barriers to accessibility.


This policy responds to the needs of all who use our services or attend our events and programs.

POLICY # 1 : Accessible Customer Service Policy


This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005 and applies to the provision of services to the public or other third parties, not to the services themselves.
UJA Federation strives at all times to provide services, policies and practices in a way that respect the dignity of people with disabilities and are consistent with the principles of independence, integration and equal opportunity.


  • This policy applies to the provision of services at premises owned and operated by UJA Federation, as well as at UJA Federation events at off-site premises
  • This policy applies to employees, volunteers, and contractors who act on behalf of UJA Federation, including when the provision of services occurs at off-site premises

Principles and Procedures:

UJA Federation is committed to excellence in serving all individuals in the community, including people with disabilities, and we will carry out our functions and responsibilities as per the following :

1. Communication

  • We will ask the users of our services to provide direction on communication methods that take into account their disability
  • We will train staff and volunteers who communicate with users of our services on how to interact and communicate appropriately with people with various types of disabilities.

2. Telephone Services:

  • We will train staff and volunteers to communicate over the telephone in clear and plain language
  • We will offer to communicate with users and donors through email, in person, and by regular mail, if telephone communication is not suitable, or is not available.

3. Assistive devices:

  • We will ensure that our staff and volunteers are trained and familiar with the various assistive devices which are used and how these devices may interface with equipment at UJA Federation

Printed materials:

We are committed to providing accessible printed communication materials including invoices to the general public and to all our donors. Upon request, printed materials will be provided in hard copy, large print, or email. We will answer any questions people may have about the content of the printed materials in person, by telephone, or by email.

Service Animals and Support Persons:

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public, or to any of our events which may be held in off-site premises. We will ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal, and how to deal with others who may object to the service animal.

We are 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 to enter UJA Federation’s premises, or an event of UJA Federation which is held at an off-site location, with the support person and at no time will such a person be prevented from having access to the support person.

There may be instances where safety is an issue and UJA Federation will insist on the presence of a support person.

UJA Federation will notify the public and donors when there is a fee for a program, service, or event. Fees for support persons may or may not be charged depending on the nature of the event.

Notice of Temporary Disruption:

UJA Federation will provide the public with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice, which will include information about the anticipated duration, will be placed on our out-going phone message, website and at all public entrances.

Training for staff:

UJA Federation will provide training to all employees, volunteers and others who deal with the public, and all those who are involved in the development and approvals of customer service policies, practices and procedures. This training will be provided as soon as is practical after staff commence their duties. Training will also be provided when changes are made to these policies, practices, and procedures.

Training will include the following:

  • The purposes 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 a support person
  • What to do if a person with a particular type of disability is having difficulty accessing UJA Federation’s services
  • UJA Federation’s policies, practices and procedures relating to the customer service standard

UJA Federation will make every effort to ensure that all third parties who provide a service on site, will provide training -- consistent with that provided by UJA Federation – to their staff.

Feedback process:

The ultimate goal of UJA Federation is to meet and surpass expectations while serving people with disabilities. Comments on our services regarding how well those expectations are being met are welcomed and appreciated.

Feedback can be made by email, verbally, regular mail, or by phone. Feedback can be directed to the Director, Human Resources. Complaints will be addressed within five business days.

Modifications to this or other policies:

UJA Federation is committed to developing customer service policies that respect and promote the dignity, independence, integration and equality of opportunity of people with disabilities. Therefore, no changes will be made to this Policy before considering the impact on people with disabilities.
Any Policy of UJA Federation that does not respect and promote these principles will be modified or removed.

Questions about this Policy:

This Policy exists to achieve service excellence to people with disabilities who access the services/events of UJA Federation. If anyone has a question about the Policy, or if the purpose of the Policy is not understood, an explanation will be provided by the Director, Human Resources.


The Accessibility for Ontarians with Disabilities Act (AODA) uses the Ontario Human Rights Code definition of “disability” which is:

  • 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, 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.


This definition includes disabilities of different severity, visible as well as non-visible disabilities, and disabilities the effects of which may come and go.