Accessible Customer Service Plan


The Shining Through Centre is committed to providing equal access and service to all people including people with disabilities. The goal of the Shining Through Centre is to focus on identifying, removing and preventing barriers for persons with disabilities. This Policy complies with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).

“Disability” means,

a) 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,

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,

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.

Procedures and Responsibilities

The Shining Through Centre is committed to using reasonable efforts in providing goods and services to all customers including people with disabilities and will carry out our functions and responsibilities in the following areas:

Assistive devices

We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.


Our organization will meet the information and communication needs of people with disabilities by providing, upon request, information and communications materials in accessible formats or with communication supports.

Service animals

We welcome people with disabilities and their service animals that are open to the public.

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.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities:

Closing of any of our centers

Event facility cancellation

The Shining Through Centre will notify the customers promptly. We will notify them about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. A notice will be sent via See Bee to all customers and staff. Anyone without access to See Bee will be informed via email. The information will also be posted on the front entrance door of any facility affected.

Training for staff

The Shining Through Centre will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf. This training will be provided to staff within the first month of employment.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • The Shining Through Centre’s accessible customer service plan
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • What to do if a person with a disability is having difficulty accessing the Shining Through Centre’s services
  • Staff will also be trained when changes are made to our accessible customer service plan.

Feedback process

Customers who wish to provide feedback on the way the Shining Through Centre provides services to people with disabilities can submit comments online, via email, telephone, mail or in person. All feedback will be forwarded to the Business Manager. Customers can expect to hear back within 48 hours. Complaints will be addressed according to our organization’s regular complaint management procedures.

Availability of Policy

In accordance with the AODA, this policy will be made available to any person upon request.