HomeMy WebLinkAboutCLD-023-09C~~j~l~~pl1 REPORT
Leading tl:e Way
CLERK'S DEPARTMENT
Meeting: GENERAL PURPOSE AND ADMINISTRATION COMMITTEE
Date: November 2, 2009 / \eSo~u-~7b~ # ~~~-"~~`S~Q~
Report #: CLD-023-09 File #: By-law #:
Subject: CUSTOMER SERVICES STANDARDS -ACCESS/BILITYFOR ONTARIANS
WITH DISABILITIES ACT, 2005
RECOMMENDATIONS:
It is respectfully recommended that the General Purpose and Administration Committee
recommend to Council the following:
1. THAT Report CLD-023-09 be received; and
2. THAT the Customer Service Standard Policy included as Attachment No. 1 to
Report CLD-023-09 be approved and incorporated into Corporate Policy.
Submitted by:
PLB*
Reviewed by: Franklin Wu,
Chief Administrative Officer
CORPORATION OF THE MUNICIPALITY OF CLARINGTON
40 TEMPERANCE STREET, BOWMANVILLE, ONTARIO L1C 3A6 T 905-623-3379 F 905-623-6506
REPORT NO.' CLD-023-09
REPORT NO.: CAD-023-09
Pane ? of 3
Page 2 of 3
1.0 BACKGROUND AND COMMENT
1.1 The Accessibility for Ontarians with Disabilities Act (AODA), was passed in 2005 and
includes five standards addressing:
• Customer Service
• Transportation
• Accessible Information and Communications
• Accessible Built Environment
• Employment Accessibility
The first of the standards to be passed is the Customer Service Standard, which came
into effect January 1, 2008 and municipalities and other designated public sector
organizations must comply with the regulation by January 1, 2010.
The main areas covered by the Regulation are:
• Development of policies, practices, procedures
• Service animals and support persons
• Training of employees
• Provision of notice of disnaption
• Establishment of a system for feedback
• Reporting requirements
2.0 ACTIONS TAKEN TO DATE
2.1 In order to ensure compliance with the Customer Service Standard, Accessibility
Experts Ltd. was contracted to work through the requirements with staff. A committee
comprised of representation from each department was formed and together have
drafted the various policies required under the legislation. Attachment No. 1 contained
herein is the Customer Service Standard Policy which is being recommended to be
REPORT NO.: CLD-023-09
REPORT NO.: CLD-023-09
Page 3 of 3
Page 3 of 3
adopted by Council. This policy has been reviewed and approved by the Accessibility
Advisory Committee.
2.2 The standard requires that every person who deals with members of the public or who
participates in developing the municipality's policies, practices and procedures
governing the provision of goods and services to the public will receive training
regarding the provision of goods and services to persons with disabilities. This training
has commenced through our contract with Accessibility Experts Ltd. and is well
underway. As well, three staff members have completed "train the trainer" training
sessions and are now able to provide ongoing training. Methods of providing training to
volunteers, agents, and contractors will be devised in the near future.
2.3 The staff committee will continue to meet on a quarterly basis to review and analyze any
feedback received which impacts accessibility.
3.0 RECOMMENDATIONS
It is respectfully recommended that the Customer Service Standard Policy attached
hereto as Attachment No. 1 be approved and incorporated into Corporate Policy, in
accordance with the AODA.
Administrative and Corporate Policies
H_ – ACCESSIBILITY –
CUSTOMER SERVICE STANDARD
Section: Date Approved:
H
Category:Last Revised:
Operations
Subsection: Approved by:
H_ Council
Application:
All Employees
1. Purpose:
Under the Accessibility for Ontarians with Disabilities Act, 2005 all municipalities
must meet the requirements of accessibility standards established by regulation.
This policy establishes the accessibility standards for customer service for the
Municipality of Clarington, in accordance with Ontario Regulation 429/07 and applies
to all employees of the Municipality of Clarington, agents, volunteers and contracted
service staff.
2. Policy:
The Municipality of Clarington is committed to providing exceptional and accessible
service for its customers. Goods and services will be provided in a manner that
respects the dignity and independence of all customers. The provision of services to
persons with disabilities will be integrated wherever possible. Persons with
disabilities will be given an opportunity equal to that given to others, to obtain, use or
benefit from the goods and services provided by and on behalf of the Municipality of
Clarington.
3. Procedures:
Customer Service Policies, Practices and Procedures:
The Municipality of Clarington will make reasonable efforts to ensure that its policies,
practices and procedures are consistent with the core principles of the standard:
?
dignity;
?
independence;
?
integration, except when alternate measures are necessary to meet the
needs of people with disabilities; and
?
equal opportunity.
Page 1 of 18
By considering these principles when developing policies, practices, and
procedures, accessibility planning becomes established within the policy and
procedure development process.
Accessibility Training Procedure
Every person who deals with members of the public or who participates in
developing the Municipality of Clarington's policies, practices and procedures
governing the provision of goods and services to the public, including Municipality of
Clarington staff, volunteers, agents, contractors and others who provide service on
behalf of the Municipality of Clarington, will receive training regarding the provision
of goods and services to persons with disabilities
.
The training will include the following information:
a) the purposes of the Accessibility for Ontarians with Disabilities Act; 2005;
b) how to interact and communicate with persons with various types of disabilities;
c) how to interact with persons with disabilities who use an assistive device or
require the assistance of a service animal or support person;
d) how to use equipment made available by the Municipality of Clarington to help
people with disabilities to access goods and services; and
e) what to do if a person with a disability is having difficulty accessing the
Municipality of Clarington's goods and services.
Training will be provided to each person according to his or her needs and duties
and as soon as is practicable after he or she is assigned the applicable duties.
Training will be provided on an ongoing basis in connection with changes to policies,
practices and procedures governing the provision of goods or services to persons
with disabilities. A record of the dates on which training is provided and the number
of individuals to whom it is provided will be kept.
A summary of the training is provided in Appendix B.
Notice of availability of documents
The Municipality of Clarington will provide the public notice of the availability of the
documents required by the Accessibility Standards for Customer Service, (O. Reg
429/07). A copy of the documents will be given upon request. Notice of availability
will be provided on the Municipality’s web site, www.clarington.net and through other
methods.
Page 2 of 18
Format of documents
Where the Municipality of Clarington is required by the Accessibility for Ontarians
with Disabilities Act, 2005, to give a copy of a document to a person with a disability,
the Municipality of Clarington will take into account the person’s ability to access the
information and will provide the document or information contained in the document
in a format that meets those needs as agreed upon with the person.
Notice of Temporary Disruptions
Appendix C addresses the Notice of Temporary Disruptions.
Use of Service Animals and Support Persons
Appendix D addresses the use of Service Animals and Support Persons.
Feedback Process
Appendix E addresses the Feedback Process.
Assistive Devices
Appendix F addresses the use of Assistive Devices.
4. Appendices:
A – Definitions
B – Training Contents Summary
C – Notice of Service Disruption
D – Service Animal/Support Person
E – Feedback on Services
F – Assistive Devices
Page 3 of 18
APPENDIX A TO POLICY H_
Definitions
Accessible Customer Service
means customer service is provided in a manner
that is capable of being easily understood or appreciated; easy to get at; capable of
being reached, or entered; obtainable.
Assistive Device
means any device that is designed and/or adapted to assist a
person to perform a particular task (for example, canes, crutches, walkers, wheel
chairs, personal sound amplification devices, ventilators, etc.).
Disability
means:
a) Any degree of physical 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
impairment, 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 assistive device;
b) A condition of mental impairment or a developmental disability;
c) A learning disability, or a dysfunction in one or more of the processes involved
in understanding or using symbols or spoken language;
d) A mental disorder; or
e) An injury or disability for which benefits were claimed or received under the
insurance plan established under the Workplace Safety and Insurance Act,
1997.
Page 4 of 18
APPENDIX B TO POLICY H_
Accessible Customer Service Training
Total: ½ day
1. Introduction/Clarification
(5 mins)
Disability affects most of us; either ourselves or someone we know. As the
population ages, we will have an increase in the number of people with
disabilities in our communities. How can we make sure that all people have the
opportunity to participate fully in Ontario communities?
The Ontarians with Disabilities Act (ODA) and the Accessibility for Ontarians with
Disabilities Act (AODA) are pieces of legislation that have been made law by the
Province of Ontario to ensure that our province is accessible by the year 2025.
?
About 15.5% of the population currently has some form of disability.
?
The number of people with disabilities is increasing as population ages.
?
Review disability types.
2. Ice-Breaker/Warm-up Exercise
(15 mins)
Ask people to indicate whether they themselves, relatives or friends have a
disability as described in the disability types.
Follow up:
Are the statistics accurate?
Would increasing the level of accessibility assist those people we know?
3. Understanding the Legislation
(20 mins)
Description:
Lecture style review of the ODA and AODA, the legislated requirements for an
Accessibility Advisory Committee and an Annual Accessibility Plan, the provision
of the various regulations and the specific requirements of the Customer Service
Standard and upcoming standards.
Objectives:
?
Learn about the legislation.
?
Consider how the legislation contributes to the goal of an accessible Ontario.
Page 5 of 18
4. Providing Customer Service to People with Disabilities
(25 mins)
Description:
Large group discussion to include an overview of what accessible customer
service is and how it applies to the work environment. A review of the current
policies, procedures and practices, as established, that support accessible
customer service. Discuss the types of assistive devices that are available or
provided by the service provider and how customers can provide feedback on the
service they receive. To include an overview of what to do if a person with a
particular type of disability has difficulty accessing services.
Objectives:
?
Understand what accessible customer service is.
?
Understand that policies, procedures and practices are in place to support
accessible customer service.
?
Identify assistive devices that are available to support accessible customer
service.
?
Understand the feedback process and what to do if a person with a disability
has difficulty accessing service.
5. Simulation Exercise/Case Study
(60 mins)
Description:
A simulation exercise/case study to be completed in small groups. Each group
will be given instructions to consider the case and develop a group response to
be shared with the large group. Some groups may be required to venture
outside the training room on a simulation exercise. Exercises and case studies
will be based on situations that are pertinent to the learner group.
Objectives:
?
Think about and discuss a specific situation and disabilities.
?
“Put yourself in the role of a person with a disability”.
?
Identify barriers to service.
?
Share the reactions from co-participants.
?
Reflect and generalize on the experience.
6. What is your role in serving people with disabilities?
(40 mins)
Description:
Facilitator will review the behaviours that can be shown by employees and will
provide tips for serving a wide range of disabilities. Participants will add to the
lists in a large group discussion format, based on their experience.
Page 6 of 18
Objectives:
?
Learn specific methods of serving customers with disabilities.
?
Understand the roles and responsibilities; each learner has to treat all
customers with respect.
?
Learn more about specific limitations for people with disabilities.
7. How much do you know?
(15 mins)
Description:
Skills inventory: self-score quiz on the ODA, AODA and the responsibilities of
staff to people with disabilities.
Timing:
10 mins to complete quiz, 5 mins to take up quiz answers.
Provide instructions on the quiz. Large group to discuss answers.
Objectives:
?
To show that some new information has been learned
?
Learn some facts about the ODA and AODA
?
Learn some facts regarding their responsibility to customers with disabilities.
8. Wrap Up/Evaluation
(10 min)
Description:
Summary of what we have discussed and a general plan of how the information
can be applied. Provides for the sharing of information on other resources and
further information. Provides a time to collect a preliminary evaluation of the
program.
Objectives:
?
Summarize and reflect on the learning.
?
Consider how new information will be applied/used back at work.
?
Have the opportunity to evaluate the program.
?
Get information on other resources.
Page 7 of 18
APPENDIX C TO POLICY H_
NOTICE OF SERVICE DISRUPTION
1. Purpose:
Under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), Ontario
municipalities are required to comply with Accessibility Standards for Customer
Service, Ontario Regulation 429/07 as of January 1, 2010.
The Municipality of Clarington is responsible to provide notice to the public when
facilities or services, upon which people with disabilities rely to access or use our
goods and services, are disrupted.
In order to meet this commitment, the Municipality of Clarington will provide
notification at the site of the disruption, on the website and by other appropriate and
available means.
2. Procedures:
When a program is cancelled or a service is disrupted, staff responsible for making
the decision must initiate the Notice of Service Disruption procedure.
?
A sign shall be created (see Attachment No. 1) and posted in a conspicuous
place at the site(s) of the cancellation or disruption.
?
A copy of the sign or the information from the sign will also be added to the
Municipality’s website, www.clarington.net.
?
A general e-mail will be sent to Customer Service staff regarding the service
disruption or cancellation.
?
Where applicable, other forms of notification will also be considered, ie, on an
outgoing phone message, on public information boards, on local radio, etc.
?
When the disruption or cancellation is over, the notices shall be removed and
staff informed.
The notification shall include the specific service, location, reason for the disruption
or cancellation, if possible, and specific length of the disruption or cancellation if
known. Where possible, the notification should include an alternative option to the
disrupted service.
Page 8 of 18
Attachment No. 1 to Appendix C of Policy H_
N o t i c e
Disruption in Service
There is currently an unexpected service disruption.
The estimated time of the service disruption will be:
From:
_____________________
To:
_____________________
The disruption includes:
The following alternative services are available:
___________________________________________
On behalf of the Municipality of Clarington we would
like to thank you for your patience in this matter.
Contact:
______________________________
Page 9 of 18
APPENDIX D TO POLICY H_
SERVICE ANIMAL/SUPPORT PERSON
1. Purpose:
Under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), Ontario
municipalities are required to comply with Accessibility Standards for Customer
Service, Ontario Regulation 429/07.
In accordance with the regulation, the Municipality of Clarington must develop
procedures that:
a) permit customers with disabilities, who have support persons or service
animals, to use them while accessing goods or services on premises open to
the public and,
b) where admission fees are charged, provide advance notice concerning what
admission, if any, will be charged with respect to a support person.
This procedure applies only to those areas of the premises that the public or third
parties are allowed to access.
2. Definitions:
“Guide Dog” - Guide dog has the same definition as in section 1 of the Blind
Persons Rights’ Act which is a dog trained as a guide for a blind person and having
the qualifications prescribed by the regulations.
“Service Animal” - An animal is considered a service animal for a person with a
disability:
a) if it is readily apparent that the animal is used by the person for reasons
relating to his or her disability; or
b) if the person provides a letter from a physician or nurse confirming that the
person requires the animal for reasons relating to the disability.
Examples of service animals include dogs used by people who are blind, hearing
alert animals for people who are deaf, deafened or hard of hearing, and animals
trained to alert an individual to an oncoming seizure and lead them to safety.
Animals, other than dogs, may also be service animals.
Page 10 of 18
“Support Person” - A support person is an individual hired or chosen by a person
with a disability to provide services or assistance with communication, mobility,
personal care, medical needs or with access to goods or services. Personal care
needs may include, but are not limited to, physically transferring an individual from
one location to another or assisting an individual with eating or using the washroom.
Medical needs may include, but are not limited to, monitoring an individual’s health
or providing medical support by being available in the event of a seizure.
The support person could be a paid personal support worker, a volunteer, a friend or
a family member. He or she does not necessarily need to have special training or
qualifications.
“Premises” - Premises include the buildings, land or grounds where the Municipality
provide goods or services. In accordance with the requirements of the standard, this
procedure only applies to those areas of the premises where the public or third
parties customarily have access. You do not have to let anyone with a service
animal or support person into places or areas where the public does not have
access.
3. Procedures:
Service Animals
If a person with a disability is accompanied by a guide dog or other service animal,
the Municipality of Clarington shall ensure that the person is permitted to enter the
premises with the animal and to keep the animal with him or her unless the animal is
otherwise excluded by law from the premises.
Two examples of laws that specifically exclude animals are regulations under the
Health Protection and Promotion Act and the Food Safety and Quality Act, 2001.
Ontario Regulation 562 under the Health Protection and Promotion Act states that
animals are not allowed in places where food is manufactured, prepared, processed,
handled, served, displayed, stored, sold or offered for sale. It does make an
exception for service animals to allow them to go where food is normally served,
sold or offered for sale.
If a service animal is excluded by law from the premises, the Municipality of
Clarington shall ensure that other measures are available to enable the person with
a disability to obtain, use or benefit from the municipality's goods or services. Staff
must explain to the individual why the animal is excluded and see what other
arrangements can be made to provide them with the Municipality’s goods or
services. If the person with the service animal agrees, this might mean leaving the
animal in a secure area where it is permitted by law. It might also mean offering to
serve the person in another location where the animal is permitted.
There may be rare circumstances where, for the reasons of health and safety of
another person, allowing a person with a disability to enter a premises and be
accompanied by their service animal needs to be considered. In the rare situation
where another person’s health and safety could be seriously impacted by the
presence of a service animal on premises open to the public, ie, in a swimming pool
or on an ice surface, the Municipality of Clarington will consider all options for
Page 11 of 18
allowing the service animal. In general, people with allergies to animals are affected
if they touch the animal or are in very close proximity for a lengthy period of time.
Some of the options to consider may be creating distance between two individuals,
eliminating in-person contact, changing the time the two receive service, using air
purifiers and any other measures that would allow the person to use their service
animal on the premises. The Municipality of Clarington will consider all relevant
factors and options in trying to find a solution that meets the needs of both
individuals.
It is understood that a person who has a support animal will maintain control of the
animal while on the premises and that the care of the animal is the responsibility of
its owner.
Support Person
If a person with a disability is accompanied by a support person, the Municipality of
Clarington shall ensure that both persons are permitted to enter the premises
together and that the person with a disability is not prevented from having access to
the support person while on the premises.
For Community Services programs and services, the Municipality of Clarington does
not apply a user fee or admission to the support person. If an amount is payable by
a person for admission in any other department or division, the Municipality of
Clarington will ensure that notice about the amount, if any, payable in respect of the
support person is given in advance. Wherever fees are calculated, support person
fees will be considered.
Organizations who utilize Community Services Department facilities will be
responsible for making their own decision on fees for support persons and notifying
the public.
The Municipality of Clarington may require a person with a disability to be
accompanied by a support person when on the premises, but only if a support
person is necessary to protect the health or safety of the person with a disability or
the health or safety of others on the premises.
Municipal staff will consider whether they will require the attendance of a support
person in the following situations:
a) When there is a significant risk to the health and safety of the person with a
disability or others (the mere possibility of risk is insufficient);
b) That risk is greater than the risk associated with other customers and that risk
cannot be eliminated or reduced by other means;
c) The assessment of the risk is based on consideration of the duration of the
risk, the nature and severity of the potential harm, the likelihood that the
potential harm will occur, and the imminence of the potential harm; and
d) The assessment of the risk is based on the individual’s actual characteristics,
not merely on generalizations, misperceptions, ignorance or fears about a
disability.
Page 12 of 18
APPENDIX E TO POLICY H_
FEEDBACK ON SERVICES
1. Purpose:
The Municipality of Clarington provides a method by which customers can provide
feedback on services. The established process provides for the receiving and
responding to feedback regarding the manner in which the municipality provides
goods and services to all of its customers.
Under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), Ontario
municipalities are required to comply with Accessibility Standards for Customer
Service, Ontario Regulation 429/07 as of January 1, 2010.
2. Procedure:
The Municipality of Clarington values feedback and supports customers in providing
a complaint, compliment or suggestion regarding our services. Feedback can be
received using the following service channels: in person, by telephone, via e-mail,
website, correspondence, and feedback forms.
1. In person, by phone, via e-mail and correspondence: Staff will receive all
feedback and log it appropriately.
2. Website: Electronic feedback forms are available on the Municipality’s
website, www.clarington.net.
3. Feedback forms: Feedback drop boxes are available in all staffed facilities
and will be checked on a daily basis. The feedback form is attached hereto
as Attachment No. 1.
All feedback will be collected, analyzed and where applicable, responded to. Where
a response is requested, an initial response will be provided within three (3)
business days.
The feedback will be forwarded to the appropriate supervisor/manager for review
and action. Any items identified that reflect an issue which impacts accessibility will
be forwarded from the Department Head to the Municipal Clerk.
The feedback received which impacts accessibility will be reviewed and analyzed by
the Customer Services staff committee on a quarterly basis and compiled into a
report for submission to the Accessibility Advisory Committee and Municipal Council
for information purposes each January.
3. Resolution:
Page 14 of 18
When a complaint is received regarding the provision of goods and services to
persons with disabilities, an initial response will be provided to the customer within
three (3) business days. The initial response will include confirmation of the
following:
(a) the information has been received;
(b) arrangements for it to be investigated have been made; and
(c) if requested, the customer will receive relevant updates (the individual will be
provided with a timeline for investigation and response).
Departmental staff involved are then responsible to ensure that:
(a) the inspection has been conducted;
(b) required action to address the issue and a timeline for completion is established
if necessary; and
(c) the customer has been advised of the actions to be taken (if any) and the
anticipated timeline for completion.
4. Feedback Review
To ensure its effectiveness, the feedback procedure will be reviewed by the
Customer Services staff committee on a quarterly basis and, if necessary, amended
to enhance its responsiveness for our customers.
5. Publication
This procedure will be posted for public information on the Municipality’s web site,
www.clarington.net and information pertaining to it will be published in the
Municipality’s Recreation and Leisure Guide.
Page 15 of 18
CUSTOMER SERVICE REPORT
2009-
No DATE: Click here to enter a date.
CSR
FIRST NAME: First Name LAST NAME: Last Name
Address: Street/Mailing Address
COMMUNITY: COMMUNITY PROV: ON Postal Code: PC
TELEPHONE: Telephone with Area
EMAIL:
Email address
Code
CUSTOMER FEEDBACK
DETAILS: Click here to enter text.
YES
IS CONCERN ACCESSIBLITY RELATED?
NO
LOCATION OF CONCERN: Click here to enter text.
action taken
DATE RECEIVED: Click here to enter a date.
ACTION TAKEN: Click here to enter text.
Customer follow up
DATE customer was contacted: Click here to enter a date.
By TelephoneBy EmailIn Person
YESNO
IS THIS AN ACCESSIBLITY REPORT:
Name of Employee Responding :
Enter your Name
Department: Department Name
Signature: Date: Select date.
Accessibility for Ontarians with Disabilities Act
Personal Information contained on this form is collected pursuant to the and will be
used for the purpose of responding to your concern. Questions about this collection should be directed to the Municipal Clerk,
40 Temperance Street, Bowmanville, Ontario, L1C 3A6, Telephone 905-623-3379.
Page 16 of 18
FILED BY FILE # AND YEAR.
CUSTOMER
SAMPLE PROCESS FOR RECEIVING &
REPORT IS
RECORDING CUSTOMER FEEDBACK
RECEIVED BY
DEPARTMENT
ELECTRONIC FORM IS
REPORT IS FORWARD
COMPLETED
TO APPROPRIATE
(WORD.DOC) AND
STAFF TEAM FOR
SENT AS EMAIL
REVIEW & ACTION
ATTACHMENT TO
COMMUNICATIONS
REQUIRED ACTION IS
DETERMINED AND
IF REPORT IS
ALL INFORMATION IS
IMPLEMENTED.
RECORED INTO ACCESSIBLITY
ACTION IS RECORDED
RELATED,
CUSTOMER REPORT
ON FORM
(EXCEL) DATABASE AS DEPARTMENT HEAD
COPY
SENDS OF
“OPEN”. REPORT # IS
REPORT TO
ASSIGNED
MUNICIPAL CLERK.
REPORT IS FOLLOWED
UP WITH CUSTOMER.
COMMENTS FROM
COMPLETED FORM IS
CUSTOMER, IF ANY, ARE
SENT AS ATTACHMENT
RECORDED ON FORM
TO EMAIL TO
ALL FORMS ARE SENT
COMMUNICATIONS.
ACTION AND FOLLOW UP
INFORMATION IS ADDED
TO DATABASE. FILE IS
DEEMED COMPLETE.
WRITTEN REPORT IS
Page 17 of 18
APPENDIX F TO POLICY H_
ASSISTIVE DEVICES
1. Purpose:
The Municipality of Clarington provides an opportunity for customers to utilize
assistive devices in order to access the services of the municipality.
Under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), Ontario
municipalities are required to comply with Accessibility Standards for Customer
Service, Ontario Regulation 429/07 as of January 1, 2010.
2. Procedure:
Personal assistive devices may be used by certain persons with a disability.
Examples of assistive devices may include, but are not limited to, a cane, walker,
hearing aid, oxygen tanks, etc. In addition, the Municipality provides a number of
assistive devices for the benefit of all persons using or accessing goods and
services by the Municipality. These include elevators and lifts in most municipally-
owned and operated buildings, an amplification system for the hard of hearing within
the Council Chambers, accessible parking spaces in certain locations, water
wheelchairs for entering/exiting pools, water ramp (at Courtice Community Centre
and Newcastle and District Recreation Complex) and a pool lift (at Clarington
Fitness Centre).
The Municipality of Clarington shall ensure that persons with a disability are not
barred from the use of their own personal assistive devices, or those which may be
offered by the Municipality, while accessing goods and services offered in any facility
owned and operated by the Municipality.
Page 18 of 18