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CaGBC National Office

47 Clarence Street, Suite 202
Ottawa, Ontario K1N 9K1
Toll-Free: (866) 941-1184
Tel: (613) 241-1184
Fax: (613) 241-4782
Email: info@cagbc.org 
Map & Directions 

CaGBC Vancouver Office

319 West Pender Street, Suite 310
Vancouver, BC V6B 1T3
Toll-Free: (866) 941-1184
Email: info@cagbc.org
Map & Directions

Customer Service

(for membership & LEED Canada project inquiries)
Email: info@cagbc.org
Toll-Free: (866) 941-1184
Tel: (613) 241-1184
Fax: (613) 241-4782

Media Inquiries

Toll-Free: (866) 941-1184
Tel: (613) 288-8075
Email: media@cagbc.org
Please note: this email address if for media inquiries only. Consent is not given to send spam email messages to this address. Violators will be reported.


Accessibility Standards for Customer Service

General Purpose

This Accessibility Standards for Customer Service policy governs CaGBC’s provision of goods and services to members of the public or other third parties in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the Accessibility Standards for Customer Service.  This policy details CaGBC’s commitment to using reasonable efforts to ensure that it provides accessible customer service to people with various kinds of disabilities.

Core Principles

CaGBC will use reasonable efforts to ensure that the provision of its goods and services are consistent with the principles of dignity, independence, integration, and equal opportunity by:

  • Providing goods and services in a manner that respects the dignity and independence of persons with disabilities.
  • Providing goods and services so that persons with disabilities are able to fully benefit from the same services, and in the same or similar way as persons without disabilities, unless an alternative measure is necessary to enable a person with a disability to obtain, use, or benefit from CaGBC’s goods and services.
  • Giving people with disabilities the same opportunity equal to that of persons without disabilities to obtain, use, or benefit from CaGBC’s goods and services.

Use of Assistive Devices

CaGBC permits persons with disabilities to use their personal assistive devices while on CaGBC’s premises to obtain, use, or benefit from CaGBC’s goods and services.

Communication

When communicating with a person with a disability, CaGBC will do so in a manner that takes into account the person’s disability.

Service Animals

CaGBC welcomes people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

If it is not readily apparent that the animal is a service animal, CaGBC may ask the person with a disability for a letter from a physician confirming that the person requires the animal for reasons relating to his or her disability.

It is the responsibility of the person with a disability to ensure that his or her service animal is kept in control at all times.

Support Persons

Persons with disabilities who are accompanied by a support person will be allowed to have the person accompany them on our premises.

CaGBC may require a person with a disability to be accompanied by a support person while on CaGBC premises in situations where it is deemed necessary to protect the health and safety of the person with a disability and/or others.

When support persons are required for CaGBC sponsored meetings or events, the person with a disability will be required to provide his or her own support person.  If there are fees associated with the meeting or event, the support person will be charged the regular fee. Advance notice of said fees will be provided if such circumstances exist.

Notice of temporary disruptions

CaGBC will make reasonable efforts to provide notice to persons with disabilities in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities.  The notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

The notice will be posted on CaGBC’s website (www.cagbc.org) or in a pertinent location on the premises, or another method that is reasonable given the circumstances.

Training

CaGBC will provide training to all employees, volunteers and others who deal with the public or other third parties on behalf of CaGBC, and all those who are involved in the development of CaGBC’s policies, practices and procedures concerning the provision of goods and services to the public or other third parties.

The training will include the following topics:

  1. A review of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
  2. Instructions on how to interact and communicate with people with various types of disabilities;
  3. Instructions on how to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person;
  4. Information about the equipment or devices available on CaGBC’s premises that may help with the provision of goods and services to persons with disabilities;
  5. What to do if a person with a disability is having difficulty in accessing CaGBC’s goods and services;
  6. A review of CaGBC’s policies, practices and procedures relating to the provision of goods and services to persons with disabilities.

New staff, and staff who take on new duties as outlined above, will be trained as soon as it is reasonable after starting the job or duties.  All applicable staff will receive initial training and additional training when there are any changes to the policies, practices or procedures that relate to the provision of goods or services for people with disabilities.

CaGBC will keep records of the training, including the dates on which training is provided and the names and number of individuals to whom it was provided.

Feedback Process

Feedback from members of the public regarding the way CaGBC provides goods and services to people with disabilities can be made by telephone, in person, in writing, or via email.  All feedback received will be directed to Gayle Maltais, Vice-President, Finance and Operations.

All feedback will be reviewed for possible action that can be taken to improve CaGBC services.  In most cases, a response to the feedback will be provided within 30 working days.  Any complaints received will be addressed according to CaGBC’s regular complaint management procedures.

Notice of Availability of Documents

All documents required by the Accessibility Standards for Customer Service are available upon request.  CaGBC’s Accessibility Standards for Customer Service will be posted on CaGBC’s website (www.cagbc.org).

Format of Documents

If CaGBC is required to give a copy of any document available under the Accessibility Standards for Customer Service to a person with a disability, CaGBC will provide the document, or the information contained within the document, in a format that takes into account the person’s disability.  Alternatively, CaGBC and the person with a disability may agree on an alternate format for the document or information.

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CaGBC National Office
47 Clarence Street, Suite 202
Ottawa, Ontario K1N 9K1
Toll-Free: (866) 941-1184
info@cagbc.org