Accessibility Customer Service Policy

McDonald Homes is committed to being an inclusive company and services to those with disabilities. We, as a company and a community member, are committed to ensuring that customers receive a product they love seamlessly with the support and dignity they deserve. In compliance with the Accessibility for Ontarians with Disabilities Act requirements, our company members are trained to aid people with disabilities to meet all requirements for accessibility and make personalized accommodation accordingly.

If you have any requests or concerns about McDonald Home’s accessible customer service, please contact us using the following:

fax: 613-475-5955
668 Hansen Rd Brighton, Ontario

Customer Accessibility Services Policy:

McDonald Homes is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.

Training: Customer services staff of McDonald Homes are trained under the standard of the Accessibility of Ontarians with Disabilities Act. This training includes the abilities to…

  • Understand the purposes and policies Accessibility of Ontarians with Disabilities Act and the requirements of customer service standards
  • Accommodate our services to requirements of a variety of disabilities
  • How to interact and communicate with people who use assistive devices
  • What to do if a person with a disability is having difficulty in accessing our organization’s services

Assistive Device: People with disabilities may use their personal assistive devices when accessing our goods, services, or facilities. In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services, or facilities. Personal assistive devices include but are not limited to: walkers, wheelchairs, canes, speech amplification devices. Please notify a staff member of this assistive device so we can modify accordingly.

Service Animals: We welcome people with disabilities and their service animals into McDonald Homes premises open to the public. If we cannot easily identify that an animal is a service animal, our staff may ask for documentation from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability. If another law pertaining to McDonald Homes services prohibits the use of a service animal, we will discuss a solution with the customer to receive the product/service. It is the customer’s responsibility to always keep their animals under control. Please notify a staff member of this assistive device so we can modify accordingly.

Support Persons: A customer with a disability that requires a support person will be allowed to accompany them and accommodations will be arranged as required. Please notify a staff member of this assistive device so we can modify accordingly.

Notice of Temporary Disruption: In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, this organization will notify customers promptly.

This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

Feedback: McDonald Homes encourages feedback so we can continue to elevate our procedures and make improvements to our accessible service. Feedback can be submitted by email, fax, by paper or telephone using the following information.

fax: 613-475-5955
668 Hansen Rd Brighton, Ontario

Integrated Accessibility Standards Regulation: This standard represents and regulates the organizations to ensure they comply with the requirements to create, provide, receive information and communications with the responsibility of providing accessible options for people with disabilities. These standards include employment, design of public spaces, information and communication standards. Any customer service employee is trained under this regulation, any new customer service employee is trained at the earliest convenience. McDonald Homes understands this duty and applies these standards to our company’s functions and services.

Employment Standards: We notify employees, job applicants and the public that accommodations can be made during recruitment and hiring. We notify job applicants when they are individually selected to participate in an assessment or selection process that accommodations are available upon request. We consult with the applicants and provide or arrange for suitable accommodation. We will consult with employees when arranging for the provision of suitable accommodation in a manner that takes into account the accessibility needs due to disability. Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. With the employee’s consent, we will provide workplace emergency information to a designated person who is providing assistance to that employee during an emergency. Our performance management, career development and redeployment processes take into account the accessibility needs of all employees. Any new customer service employees will be required to undergo the necessary training in compliance with the Accessibility of Ontarians with Disabilities standards at the earliest convenience.

Design of Public Spaces: We will meet accessibility laws when building or making major changes to public spaces. Our public spaces include model homes, our headquarters and areas surrounding these public spaces.

Information and Communication Standards: We have a process for receiving and responding to feedback and the process is accessible to persons with disabilities upon request. We communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication support. We will do such in a timely manner, taking into account the person’s accessibility needs due to disability and at a cost that is no more than the regular cost charged to other persons. We will consult with the person making the request in determining the suitability of an accessible format or communication support. If the organization determines that information or communications are unconvertible, the organization shall provide the requestor with an explanation as to why the information or communications are unconvertible and a summary of the unconvertible information or communications.

Ontario Human Rights Code: The Ontario Rights Code’s first goal is to provide equal rights by formulating an environment where everyone is respected and where everyone feels part of the community and can contribute fully. Its second goal is to ensure that people with disabilities are free from discrimination at their workplace, life and receive services and their needs are accommodated for. McDonald Homes supports and complies with these rights and responsibilities.

Changes to Existing Policies: Any policies of this organization that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

Availability of Document Formats: Any and all of McDonald Homes Accessibility Customer Service Policy or Integrated Accessibility Standards Regulation (Information and Communication Standards, Employment and Design of Public Spaces) are available to any person upon the request. These documents can be provided in a given format that is accessible taking the person’s disability into consideration.