Statement of Commitment

The Canadian Association of Occupational Therapists (CAOT) is committed to achieving barrier free accessibility for persons with disabilities for all CAOT employees, members, non-members, volunteers, contractors and key partners. CAOT is also committed to accessibility as expressed in the Accessibility for Ontarians with Disabilities Act (AODA). Under this legislation, CAOT has a legal obligation to achieve accessibility for Ontarians with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises.

CAOT has developed an Accessibility Plan which will establish targets and goals towards improving accessibility. CAOT will monitor and report regularly on the implementation the Accessibility Plan. Persons with disabilities will be consulted in the development and updating of the Accessibility Plan.

Customer Service Plan

The Canadian Association of Occupational Therapists (CAOT) is committed to excellence in serving all customers including people with disabilities.

1. Provisions of goods and services to people with disabilities.

CAOT will make every effort possible and reasonable to provide goods and services to people with disabilities.
CAOT will provide accessible customer service training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

Training will include:

• A revision of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
• A provision on how to interact and communicate with people with various types of disabilities;
• Instructions on how to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person;
• Instructions on how to use the equipment or devices required and available upon request that may help with providing goods or services to people with disabilities;
• A training session will provided when changes are made to the CAOT accessibility Customer Service Plan.

2. CAOT’s policies on accessibility are guided by the principles of dignity, independence, integration and equal opportunity.

3. Assistive devices

CAOT will ensure that staff members are trained by an Occupational Therapist or any other partners identified relevant professionals in the use of the specific device being used to accommodate people with disabilities while accessing CAOT’s our goods or services.

4. Communication

CAOT will communicate with people with disabilities in ways that take into account their needs.

5. Access to CAOT’s premises

CAOT will ensure that the principles of accessibility are respected

6. Service animals

CAOT welcomes people with disabilities and their service animals.

7. Service animals are allowed in the areas of our premises that are open to the public.

8. 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 for support persons.

We will notify customers of this by posting a notice in the following location(s):
   CAOT website

9. Notice of temporary disruption 

In the event of a planned or unexpected disruption to services or facilities for customers CAOT will notify customers promptly. This 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 made publicly available at the following locations:

   CAOT website
   Front door of the premises

10. Feedback process

Customers who wish to provide feedback on the way the Canadian Association of Occupational Therapists provides goods and services to people with disabilities can provide feedback in the following way(s):


Filling-out the feedback form


By calling the person specified on the feedback/request form and requesting an alternate format

All feedback, including complaints, will be handled in the following manner:
Where possible, complaints will be addressed immediately. The complainant can expect an acknowledgement of verbal/telephone feedback, within five business days, or a response to a mailed/e-mailed complaint within five business days of the receipt.


CAOT Accessibility Policy

Feedback process

Please take a few moments to provide CAOT with feedback on the accessibility of our facilities to persons with disabilities. Your feedback will help us identify, prevent and remove barriers to persons with disabilities in accordance with the Accessibility for Ontarians with Disabilities Act, 2005. We take feedback into serious consideration and especially welcome suggestions for improvement.
 
Where possible, complaints will be addressed immediately. The complainant can expect an acknowledgement of verbal/telephone feedback, within five business days, or a response to a mailed/e-mailed complaint within five business days of the receipt.

Questions If anyone has a question about CAOT’s Accessibility policy, please contact us by email. Customer Service Standard documents are available upon request