519-744-4491 |
![]() |
![]() |
Madorin, Snyder LLP is a full service law firmbased in the Region of Waterloo and servingclients throughout Ontario. |
This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of services to the public or other third parties, not to the goods themselves.
All services provided by Madorin, Snyder LLP shall follow the principles of dignity, independence, integration and equal opportunity.
a) This policy applies to the provision of services at premises operated by Madorin, Snyder LLP.
b) This policy applies to employees and volunteers who deal with the public or other third parties on behalf of Madorin, Snyder LLP, including when the provision of services occurs off the premises of Madorin, Snyder LLP.
c) The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of services that take place at premises operated by Madorin, Snyder LLP.
Assistive Device – is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that clients bring with them such as a wheelchair, walker or a personal oxygen tank, that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.
Disability – the term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:
Guide Dog – is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and increased independence for people who are blind.
Service Animal – as reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if:
it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
Service Dog – as reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other than a guide dog for the blind is a service dog if:
it is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability;
or the person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.
Support Person – as reflected in Ontario Regulation 429/07, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to services.
In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:
A. The Provision of Services to Persons with Disabilities;
B. The Use of Assistive Devices;
C. The Use of Guide Dogs, Service Animals and Service Dogs;
D. The Use of Support Persons;
E. Notice of Service Disruptions;
F. Client Feedback;
G. Training; and
H. Notice of Availability and Format of Required Documents.
Madorin, Snyder LLP will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity 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 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;
taking into account individual needs when providing services; and
communicating in a manner that takes into account the client's disability.
Client’s own assistive device(s):
Persons with disabilities may use their own assistive devices as required when accessing services provided by Madorin, Snyder LLP. If we receive appropriate notice, we will make arrangements to accommodate any requirements for assistive devices for use within our office at the time of a client's visit.
In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of services. For example, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the client.
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. “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 (see applicable laws below) Madorin, Snyder LLP 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).
Dog Owners' Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relating to banned breeds (such as pitbulls) and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails.
If it is not readily apparent that the animal is being used by the client for reasons relating to his or her disability, Madorin, Snyder LLP may request verification from the client. Verification may include:
The client that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.
If a health and safety concern presents itself for example in the form of a severe allergy to the animal, Madorin, Snyder LLP will make all reasonable efforts to meet the needs of all individuals.
If a client with a disability is accompanied by a support person, Madorin, Snyder LLP 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.
In situations where confidential information might be discussed in the presence of a support person, a signed consent must be obtained from the client prior to any conversation where confidential information might be discussed.
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Madorin, Snyder LLP. In the event of any temporary disruptions to facilities or services that client's with disabilities rely on to access or use Madorin, Snyder LLP's services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.
In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:
When disruptions occur Madorin, Snyder LLP will provide notice by:
Madorin, Snyder LLP shall provide clients with the opportunity to provide feedback on the service provided to clients with disabilities. Information about the feedback process will be readily available to all clients and notice of the process will be made available on our website, by completion of the Customer Service Feedback Form and remittance by e-mail to the Administration Manager. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request from Reception.
Clients can submit feedback to:
Stephen R. Grant, Managing Partner
519-744-4491
P O Box 1234, 55 King Street West
Kitchener, ON N2G 4G9
sgrant@kw-law.com
Clients who wish to provide feedback by completing an onsite client feedback form can do so by requesting a form from Reception at Madorin, Snyder LLP.
Clients that provide formal feedback will receive acknowledgement of their feedback within 72 hours, together with any resulting actions based on concerns or complaints that were submitted.
Training will be provided to all employees and volunteers who deal with the public or other third parties on behalf of Madorin, Snyder LLP during their initial orientation and when the plan is amended in the event of changes to legislation, procedures and/or practices.
As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:
Madorin, Snyder LLP will keep a record of training that includes the dates training was provided and the number of employees who attended the training.
Madorin, Snyder LLP shall notify clients that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the client's disability. Notification will be given by posting the information in Reception at the facilities operated by Madorin, Snyder LLP, our website and/or any other reasonable method.
If you have any questions or concerns about this policy or its related procedures please contact:
Sarah Tangney, Administration Manager
519-744-4491
55 King Street West, P O Box 1234
stangney@kw-law.com
This policy and its related procedures will be reviewed as required in the event of legislative changes.
Accessibility for Ontarians with Disabilities Act, 2005
Accessibility Standards for Customer Service, Ontario Regulation 429/07
Blind Person’s Rights Act, 1990
Dog Owners' Liability Act, Ontario