1. Introduction

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Nirvana-Sky supports the accessibility and inclusiveness of persons with disabilities as set out in the Canadian Charter of Rights and Freedoms, the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA).

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Accessibility standards for Customer Service, for persons with disabilities, have been set by the Ontario Government, and are effective and in force commencing January 1, 2012. New requirements may be added over time. Whenever new or revised standards are developed under the AODA, this policy will be reviewed and updated as necessary to ensure consistency.

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This policy has been prepared to outline for Nirvana-Sky staff what must be done to comply with the Customer Service Standard, in accordance with AODA, and what persons with disabilities may expect from us.

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Whether a person’s disability is apparent or not, everyone should be treated with courtesy, made to feel welcome, and have their need for accommodation respected whenever they interact with a Nirvana-Sky product or service.

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2. Our Mission

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Nirvana-Sky is committed to ensuring that our services and workplaces are accessible to people with disabilities, in compliance with relevant legislation in the jurisdictions in which Nirvana-Sky operates. If you have a disability and require accommodation or adjustments, let us know, and we will make every reasonable effort to support you.

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3. Training for Staff

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Nirvana-Sky will be providing training with respect to the required Customer Service Standard, for all employees, volunteers, contractors and others, who deal with the public on Nirvana-Sky’s behalf, and provide Nirvana-Sky products and services to people with disabilities, and, as well, those persons who are involved in the development and/or implementation of customer service policies, practices and procedures. New staff and staff who commence new duties that involve such interaction with the public or other third parties, will undertake training as part of their orientation, if they have not already done so.

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The training will include:

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Nirvana-Sky’s current policies, practices, and procedures and all topics listed and all matters required under the Customer Service Standard;

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A review of the purposes of the Accessibility for Ontarians with Disabilities

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Act and the requirements of the Accessibility Standards for Customer Service;

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How to interact and communicate with persons with various types of disabilities;

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How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or a support person;

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How to use the equipment or devices available on the premises, or otherwise, that may assist with the provision of NIrvana-Sky products and services to persons with disabilities; and

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What to do if a person with a disability is having difficulty in accessing Nirvana-Sky products or services.

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Staff will be trained, as appropriate, on policies, practices and procedures that affect the way that access to products and services are provided to persons with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

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A written training policy will be incorporated, that includes a summary of the contents of the training provided.

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Dates that training was provided, and how many people were trained, will be duly recorded and maintained on an ongoing basis.

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4. Assistive Devices

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Nirvana-Sky is committed to enable persons with disabilities, who use assistive devices, to obtain, access and use its products and services.

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Nirvana-Sky will ensure that staff knows how to use assistive devices available in the various locations for persons with disabilities, and inform them of the assistive devices that are available.

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5. Use of Service Animals and Support Persons

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Persons with disabilities may bring their service animal on the parts of our premises that are open to the public or other third parties except where the animal is excluded by law. Nirvana-Sky will ensure that all staff, volunteers and third parties dealing with the public are trained in how to interact with persons with disabilities who are accompanied by a service animal or support person.

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On rare occasions, a manager may determine, in the case of a person or persons with disability, that a support person is required, or that a service animal cannot enter an area of the premises consistent with certain legal requirements. In these instances, managers will suggest appropriate alternatives and provide assistance to those persons, to enable them to access Nirvana-Sky products and/or services.

 

When a support person is required (e.g., sign language, interpreters, consultations, meetings, Republic events), he/she will be permitted to accompany the person to such Nirvana-Sky sponsored or required meeting or event. The support person may be required to sign in with his/her name, address, identification, and name of the accompanied person with disability.

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6. Communication

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Nirvana-Sky is committed to meeting the communication needs of people with disabilities. Nirvana-Sky has taken the following steps to ensure existing feedback processes are accessible to people with disabilities in Ontario upon request:

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We will administer our feedback processes in accessible formats and make communication supports available upon request.

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Nirvana-Sky has taken the following steps to make sure all publicly available information in Ontario is made accessible upon request:

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We will provide information and communications in accessible formats and with communication supports to people with disabilities upon request; and

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Where people with disabilities request information and communications in accessible formats, including communications supports, this will be provided in a timely manner and at accost equal to the regular cost charged to others, if any.

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Nirvana-Sky will take the following steps to make all websites and content conform with WCAG 2.0, Level AA by January 1, 2021:

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We will ensure that all websites and web content, including web-based applications, that we control directly or indirectly through a contractual relationship that allows for modification of the product, meet the WCAG 2.0 Level AA standard

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7. Employment

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Nirvana-Sky is committed to fair and accessible employment practices. We will take the following steps to notify the public and staff that, when requested, we will accommodate people with disabilities during the recruitment and assessment processes and when people are hired:

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All recruitment is managed through the online Applicant Tracking System. We will include a statement in the Applicant Tracking System to inform all applicants and employees that persons with disabilities will be accommodated throughout the recruitment and selection process and for the duration of employment; and

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Successful candidates will be notified verbally of our policies for accommodating employees with disabilities when the offer of employment is made.

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Nirvana-Sky has taken the following steps to develop and put in place a process for developing individual accommodation plans and return-to-work policies for employees in Ontario that have been absent due to a disability:

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HR has developed a standard template for the development of individual accommodation plans and return-to-work programs.

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We will take the following steps to ensure the accessibility needs of employees with disabilities in Ontario are taken into account in performance management, career development and redeployment processes:

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Employees with disabilities will have an individual accommodation plan developed by HR in consultation with the employee. The plan will include consideration for performance management, career development and redeployment processes.

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9. Design of Public Spaces

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We will meet the Accessibility Standards for the Design of Public Space when building or making major modifications to public spaces in Ontario. Public spaces include:

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recreational trails/beach access routes;
outdoor public eating areas like rest stops or picnic areas;
outdoor play spaces, like playgrounds in provincial parks and local communities;
outdoor paths of travel, like sidewalks, ramps, stairs, curb ramps, rest areas and accessible pedestrian signals;
accessible off-street parking; and
service-related elements like service counters, fixed queuing lines and waiting areas.

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Nirvana-Sky will put procedures in place to prevent service disruptions to its accessible parts of its public spaces. In the event of a service disruption to the accessible parts of public spaces, we will notify the public of the service disruption and alternatives available.

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10. Modifications to This Policy

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Nirvana-Sky is committed to ensuring that its customer service policies, practices and procedures respect and promote the dignity and independence of all persons with disabilities. No changes will be made to this policy without considering the impact on persons with disabilities. These policies, practices and procedures are available to the public at the following website: www.Nirvana-Sky.com/accessibility.