Accessible Customer Service Policy (AODA)

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 goods and services to the public or other third parties, not to the goods themselves.

InterRent 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 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 it 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. 

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.

Disability – the term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:

• 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 mellitus, 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 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.

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 – as reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if:

• it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
• if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

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 – as reflected in Ontario Regulation 429/07, 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.

 

Assistive Devices

InterRent welcomes individuals with disabilities to use assistive devices to obtain, use or benefit from InterRent’s services.

 

Guide Dogs, Service Animals and Service Dogs

A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, InterRent may request verification from the customer.

• a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
• a valid identification card signed by the Attorney General of Canada; or,
• a certificate of training from a recognized guide dog or service animal training school.

The customer that 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. If a health and safety concern presents itself, (severe allergy), alternate arrangements will be made.

 

Support Persons

Support persons are welcomed on InterRent premises.  At no time will any individual with a disability be prevented from having access to their support person while on the premises. 

Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of a support person.

 

Notice of Temporary Disruptions in Service

InterRent will make reasonable effort to provide customers with notice in the event of a disruption in the facilities or services usually used by people with disabilities.  The notice will include information about the reason for the disruption, and its anticipated duration, and a description of alternative facilities or services, if available.  In some circumstances of an emergency disruption, advance notice may not be possible.

 

Feedback Process

InterRent welcomes feedback, including feedback about the delivery of our services to persons with disabilities.  InterRent will investigate and respond to all complaints relating to such services in a timely, thorough and objective manner.  All customers can submit feedback or questions to Toll free 1-833-AT-IRENT (1-833-284-7368) or by email at accessibility@irent.com.   

 

Training

InterRent will ensure that all persons to whom this policy applies receives training as required by the Accessibility Standards for Customer Service. In addition, training will be provided on a continuous basis to all newly hired team members as part of InterRent’s onboarding process.

A record of training provided to InterRent’s team members will be kept in the team member’s files.   

 

Notice of Availability and Format of Documents

InterRent will notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer's disability. Notification will be given by posting the information in a conspicuous place owned and operated by InterRent, its website and/or any other reasonable method.

 

Modification to this or other policies

Any policy that does not respect and promote the dignity and independence of people with disabilities will be modified or removed. Changes to the policy may be required to reflect legislation changes.

 

Administration

If you have any questions or concerns about this policy or its related procedures, please contact: accessibility@irent.com.