Accessibility for Ontarians with Disabilities Act

Lawrence Park Complete Garden Care is committed to meeting the requirements of the Accessibility for Ontarians with Disabilities Act (AODA). The goal of this act is to make Ontario completely accessible by the year 2025 using the principles of dignity, independence, integration and equal opportunity. In the event that any of our goods and services are not adequately accessible, we kindly ask that you describe your experience by contacting one of our service representatives, linked here (link). We have also linked a copy of our Accessible Customer Service Plan (link) which outlines all of the requirements in the standard as well as the actions that LPCGC has undertaken. We are committed to providing information and documents about our services in a format that takes into account a person’s disability.”

LPCGC ACCESSIBLE CUSTOMER SERVICE PLAN –

• ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT (AODA)
• PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES

Lawrence Park Complete Garden Care is committed to excellence in serving all clients including people with disabilities using the following principles:

• Dignity – service is provided in a way that allows the person with a disability to maintain self-respect and the respect of other people. People with disabilities are not treated as an afterthought or forced to accept lesser service, quality or convenience.
• Independence – allowing a person with a disability to do things on their own without unnecessary help, or interference from others
• Integration – service is provided in a way that allows the person with a disability to benefit from the same services, in the same place, and in the same or similar way as other clients, unless an alternate measure is necessary to enable the person to access goods or services.
• Equal opportunity – people with disabilities have an opportunity equal to that given to others to access our goods or services.

Assistive Devices

We will ensure that our staff are trained and familiar with the various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.

Communication

We will communicate with people with disabilities in ways that take into account their disability. Possible media include TTY (Teletype), Bell Relay, email, printed documents, in person meetings.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises 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 the following services (Lawn and Garden Maintenance, Irrigation Services, Landscape Construction) for customers with disabilities, Lawrence Park Complete Garden Care will notify customers promptly. This clearly posted notice will include information about the time/date/location of the disruption, the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be sent to affected clients in the form of an email and/or phone call and/or a posting on our website.

TRAINING

Lawrence Park Complete Garden Care will provide training to employees and volunteers who deal with the public on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

Individuals in the following positions will be trained: Horticultural Service Representatives, Landscape Service Representatives, Managers, Accounts Payable, Accounts Receivable, Shop Coordinator, Crew Leaders, Field Crew, Drivers.

This training will be provided to staff within one month of hiring. All staff must complete an online training module and quiz as well as a review of our policies contained within the Employee Guidelines.

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
• LPCGC’s plan related to the Customer Service Standard (outlined herein).
• 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 in accessing Lawrence Park Complete Garden Care’s goods and services. See 9.5.

Staff will also be trained when changes are made to our plan and as subsequent standards are rolled out as per AODA compliance requirements.

FEEDBACK PROCESS

Customers who wish to provide feedback on the way Lawrence Park Complete Garden Care provides goods and services to people with disabilities can email or call their service representative or the president or fill out the comment card that is remitted with payment. All feedback, including complaints, will be directed to the Quality Assurance Manager who will assess the feedback and discuss possible solutions with the Controller and President. Customers can expect to hear back immediately after the feedback has been received with a timeline for a response. Some feedback may take some consideration and time may vary, but we will endeavor to address in a timely manner. We will make every attempt to provide a response in the same format in which the feedback was received.

NOTICE OF AVAILABILITY

Lawrence Park Complete Garden Care will notify the public that our policies are available upon request by posting them on our website under “Accessibility”.

MODIFICATIONS TO THIS OR OTHER POLICIES

Any policy of Lawrence Park Complete Garden Care that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.