Accessibility Policy and Multi-Year Accessibility Plan
Accessibility for Ontarians with Disabilities Act (AODA)
Multi-year Accessibility Plan
This 2023 – 2025 and onward accessibility plan outlines the policies and actions that Tota Farms will put in place to improve opportunities for people with disabilities and is available by clicking on this link.
OUR POLICY
- Tota Farms is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.
- Tota Farms is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.
- Tota Farms understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.
- Tota Farms is committed to excellence in serving and providing goods, services or facilities to all customers including people with disabilities.
Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.
TRAINING
We are committed to training all staff and volunteers in accessible customer service, other Ontario’s accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities.
In addition, we will train:
a) all persons who participate in developing the organization’s policies; and
b) all other persons who provide goods, services or facilities on behalf of the organization
Training of our employees and volunteers on accessibility relates to their specific roles.
Training includes:
• purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standards
• our policies related to the Customer Service Standards
• 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
• how to use the equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities. These include:
Desktop PC – Training on how to take and process an order online.
Mobile devices – Training on how to take and process a payment online.
• what to do if a person with a disability is having difficulty in accessing our organization’s goods, services or facilities.
We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies.
We maintain records of the training provided including the dates on which the training was provided and the number of individuals to whom it was provided.
COMMUNICATION
We communicate with people with disabilities in ways that take into account their disability. This may include the following:
- use a normal tone of voice—do not raise your voice unless asked to
- be polite and patient—do not rush the conversation
- speak directly to the person rather than the person with them
- ask the person what will help with communication—there are different ways to communicate
- don’t pretend to understand—let the person know you are having difficulty; try asking yes or no questions
- be flexible—reword rather than repeat anything that is not understood
- only refer to the person’s disability if necessary or relevant
- offer assistance if it appears necessary, but respect the person’s wishes if they don’t accept your offer
- avoid saying anything that implies the person with disability is superhuman, courageous or special
- relax—everyone makes mistakes; apologize if you believe you have embarrassed someone.
We will work with the person with disabilities to determine what method of communication works for them.
SERVICE ANIMALS
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are
open to the public and third parties.
When we cannot easily identify that an animal is a service animal, our staff may ask for documentation (template, letter or form)
from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.
A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps
the person perform certain tasks.
A regulated health professional is defined as a member of one of the following colleges:
• College of Audiologists and Speech-Language Pathologists of Ontario
• College of Chiropractors of Ontario
• College of Nurses of Ontario
• College of Occupational Therapists of Ontario
• College of Optometrists of Ontario
• College of Physicians and Surgeons of Ontario
• College of Physiotherapists of Ontario
• College of Psychologists of Ontario
• College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario
If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods,
services or facilities:
• explain why the animal is excluded
• discuss with the customer another way of providing goods, services or facilities
NOTICE OF TEMPORARY DISRUPTION
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, this organization 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.
Services/Facilities include:
Main Office
The notice will be made publicly available in the following ways:
Website, E-mail or Social Media
FEEDBACK PROCESS
Tota Farms welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.
Feedback may be provided in the following ways:
By email via our contact form available here: https://totafarms.com/contact/
Or by Phone at: 519-449-3439
All feedback including complaints, will be handled in the following manner:
Feedback will be directed to the our General Manager Michele Schelhas.
Customers can expect to hear back in 2 to 3 business days.
Tota Farms ensures our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.
NOTICE OF AVAILABILITY OF DOCUMENTS
Tota Farms notifies the public that documents related to accessible customer service, are available upon request by posting a notice in the following location(s)/way(s):
By email via our contact form available here: https://totafarms.com/contact/
Tota Farms will provide these documents in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.
INFORMATION AND COMMUNICATIONS
We have a process for receiving and responding to feedback and the process is accessible to persons with disabilities upon request.
We communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports:
a) in a timely manner, taking into account the person’s accessibility needs due to disability; and
b) at a cost that is no more than the regular cost charged to other persons.
We will consult with the person making the request in determining the suitability of an accessible format or communication support. If the organization determines that information or communications are unconvertible, the organization shall provide the requestor with:
a) an explanation as to why the information or communications are unconvertible; and
b) a summary of the unconvertible information or communications.
We notify the public about the availability of accessible formats and communication supports by
We will also meet internationally-recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.
EMPLOYMENT
We notify employees, job applicants and the public that accommodations can be made during recruitment and hiring. We notify job applicants when they are individually selected to participate in an assessment or selection process that accommodations are available upon request. We consult with the applicants and provide or arrange for suitable accommodation.
We notify successful applicants of policies for accommodating employees with disabilities when making offers of employment.
We notify staff that supports are available for those with disabilities as soon as practicable after they begin their employment. We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation that take into account an employee’s accessibility needs due to a disability.
We will consult with employees when arranging for the provision of suitable accommodation in a manner that takes into account the accessibility needs due to disability. We will consult with the person making the request in determining the suitability of an accessible format or communication supports specifically for:
a) information that is needed in order to perform the employee’s job; and
b) information that is generally available to employees in the workplace
Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. With the employee’s consent, we will provide workplace emergency information to a designated person who is providing assistance to that employee during an emergency.
We will provide the information as soon as practicable after we become aware of the need for accommodation due to the employee’s disability.
We will review the individualized workplace emergency response information:
a) when the employee moves to a different location in the organization;
b) when the employee’s overall accommodations needs or plans are reviewed; and
c) when the employer reviews its general emergency response policies.
We have a written process to develop individual accommodation plans for employees.
We have a written process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work.
Our performance management, career development and redeployment processes take into account the accessibility needs of all employees.
CHANGES TO EXISTING POLICIES
Any policies of this organization that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.
This document is publicly available. Accessible formats are available upon request.
