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Statement of Commitment

The Accessibility For Ontarians with Disabilities Act, 2005 (AODA) is an Ontario law that mandates some organizations to follow standards to become more accessible to people with disabilities.  DPNCHC created our AODA Customer Service Policy  to meet the requirements of Accessibility Standards for Client Service, Ontario Regulation 429/07 as it applies to the provision of services to the public or other third parties. All services provided by Davenport-Perth Neighbourhood and Community Health Centre or where DPNCHC may offer services shall follow the principles of dignity, independence, integration, and equal opportunity.

DPNCHC will make every reasonable effort to ensure that its policies, practices and procedures meet the needs of clients living with disabilities by:

  • Ensuring that all clients receive the same value and quality;

  • Allowing clients with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;

  • Using alternative methods when possible to ensure that clients with disabilities have access to the same services, in the same place and in a similar manner;

  • Considering individual accommodation needs when providing goods and services; and

  • Communicating in a manner that considers the clients’ disability.

Assistive Devices

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by DPNCHC.  Staff and other individuals engaged in the delivery of services on behalf of DPNCHC (guest speakers, third-party contractors, etc.) are required to cooperate with the use of personal devices, if requested. Assistive devices provided by DPNCHC are available on a first come, first served basis and upon request.

Guide Dogs, Service Animals and Support Persons

A client 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.  The service animal must be under the care and control of the individual at all times.  “No pet” policies do not apply to guide dogs, service animals and/or service dogs.  If a guide dog, service animal or service dog is excluded by law, DPNCHC will offer alternative methods to enable the person with a disability to access services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).


If a client with a disability is accompanied by a support person, DPNCHC will ensure that both persons are allowed to enter the premises together and that the client is not prevented from having access to the support person. If payment is required by a support person for activities carried on by DPNCHC, the organization will ensure that notice is given in advance by posting notice of admission fees for support persons in a highly conspicuous location.

Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of DPNCHC.   In the event of any temporary disruptions to facilities or services that clients with disabilities rely on to access or use DPNCHC’s services, reasonable efforts will be made to provide advance notice.

Notifications will include the following information, unless it is not readily available or known:

Services that are disrupted or unavailable:

  • Reason for the disruption;

  • Anticipated duration;

  • A description of alternative services or options.


Such notices are provided by at least one of the following methods:

  • Posting notices in conspicuous places at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the DPNCHC website, Facebook, Instagram, or Twitter;

  • Contacting clients with appointments or those who regularly attend a planned activity;

  • Verbally notifying clients when they are making a reservation or appointment;

  • By any other method that may be reasonable under the circumstances.

Feedback Process

DPNCHC provides clients with the opportunity to provide feedback on the services provided to them.  Clients who wish to provide feedback by completing an onsite client Feedback Form or verbally can do so to any DPNCHC employee.  Feedback Forms along with alternate methods such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request.


Client feedback can be submitted to:

Kim Fraser, Executive Director

1900 Davenport Road

Toronto, Ontario M6N 1B7

416 656-8025 ext. 229


Clients who provide formal feedback will receive acknowledgement, along with any resulting actions based on concerns or complaints that were submitted.

Notice of Availability and Format of Documents

DPNCHC shall notify clients that the documents related to the Accessibility Standard for Customer Service are available upon request by contacting  and we will work with individuals to provide the document or information and in a format that considers the client's disability.


Training is provided to:

  • All employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of DPNCHC; for example, consultants who provide training or workshops to participants/clients;

  • Those who are involved in the development and approval of client service policies, practices and procedures.


Training will cover the following:

  • A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005;

  • A review of the requirements of the Accessibility Standards for Customer Service;

  • Instructions on how to interact and communicate with people with various types of disabilities;

  • Instructions on how to interact with people with disabilities who:

    • Use assistive devices;

    • Require the assistance of a guide dog, service dog or other service animal;

    • Require the use of a support person (including the handling of admission fees);

  • Instructions on what to do if a person with a disability is having difficulty accessing our services;

  • DPNCHC's policies, procedures and practices pertaining to providing accessible client service to clients with disabilities.


DPNCHC will keep a record of training that includes the person’s name, training dates and the training completed.

AODA Policies

Accessibility Plan

AODA Information and Communications Policy

AODA Annual Status Report 2023

AODA Customer Service Policy

AODA Employment Policy

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