Alice Saddy Association Customer Service Accessibility Policy


Providing Goods and Services to People with Disabilities

The Alice Saddy Association is committed to ensuring that supports and services, provided by employees, students and volunteers, are offered in a manner that is based upon the principles of dignity, independence, integration and equal opportunity.  All supports and services are offered in compliance with the Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c. 11 (AODA).


The Alice Saddy Association strives at all times to provide support, services and information in a way that respects the dignity and independence of all customers including people with disabilities.  We are committed to giving people with disabilities the same opportunity to access our goods and services, and to allowing them to benefit from the same services, in the same place and in a similar way as others.  It is our expectation that all contractors hired by the agency adhere to the legislated customer service requirements.

We are committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:


We will communicate with people with disabilities in ways that take into account their ability.

Alice Saddy Association will train staff who communicate with customers on how to interact and communicate with people of all abilities.

Assistive devices

We will ensure that our staff is trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.

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.

A person with a disability accompanied by a service animal is permitted to enter the Alice Saddy Association’s premises with the animal unless the animal is otherwise excluded by law.  Should a service animal be excluded from the premises, then the Alice Saddy Association shall ensure that other measures are available to enable the person with a disability to obtain, use or benefit from the goods and/or services.

Support Persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Fees will not be charged to the support person for admission to enter the Alice Saddy Association’s premises.

Disruption of Service

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities the Administration office at 111 Waterloo Street, The Alice Saddy Association 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.

The notice will be placed at the main office door at 457 King Street.

Training for Staff

The Alice Saddy Association will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf.

Individuals in the following positions will be trained:   All Positions

This training will be provided to staff upon orientation and on an as needed basis should there be a change to this plan and/or policies, practices and procedures.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • Alice Saddy Association’s plan related to 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
  • How to use the equipment devices, available on-site or otherwise that may help with providing goods or services to people with disabilities.
  • What to do if a person with a disability is having difficulty in accessing the Alice Saddy Association’s goods and services

Notice of Availability of Documents

This document and other policies and practices related to the provision of goods and services for people will be posted in our Administration office and at each program location.  These documents will be made available on request and when an alternative format is requested all reasonable effort will be made to provide them in the requested format.

Feedback Process

The ultimate goal of the Alice Saddy Association is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Customers who wish to provide feedback on the way the Alice Saddy Association provides goods and services to people with disabilities can complete the Feedback Form and send or contact us in the following ways:

  • By email to with the subject line “Accessibility”
  • Through mail to the attention of the Executive Director at 457 King Street, London, ON N6B 1S8
  • By telephone to Alice Saddy Association at (519) 433-2801

All feedback will be directed to the Executive Director, or to their designate.

Click here to obtain a copy of our Feedback Form (embedded link to our form)

Modifications to this or other policies

Modifications to this plan or the Accessibility Standards for Customer Care Policy that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Questions about this Policy

This policy exists to achieve service excellence to customers with disabilities.  If anyone has a question about this policy, or if the purpose of a policy is not understood, an explanation should be provided by or referred to the Director of Human Resources, the Executive Director or the President of the Board of Directors of the Association.