Strickland’s Accessibility Policy Statement Of Organizational Commitment Strickland’s 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. Strickland’s is committed to meeting current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination. Strickland’s understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law. Strickland’s is committed to excellence in serving and providing goods, services or facilities to all customers including people with disabilities. Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities. Definitions Assistive Device 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 customers 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:
  1. 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.
  1. A condition of mental impairment or a developmental disability.
  2. A learning disability or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language.
  3. A mental disorder.
  4. An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
Guide Dog 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:
  1. It is readily apparent that the animal is used by the person for reasons relating to his or her disability.
  2. 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:
  1. It is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability;
  2. 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 goods and services. Training We are committed to training all staff and in accessible customer service, other Ontario’s accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities. In addition, we will train:
  1. a) all persons who participate in developing the organization’s policies; and
  2. b) all other persons who provide goods, services or facilities on behalf of the organization
Training of our employees and volunteers on accessibility relates to their specific roles. Training includes:
  • purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service
  • our policies related to the Customer Service Standards
  • 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
We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies. We maintain records of the training provided including the dates on which the training was provided and the number of individuals to whom it was provided. Assistive Devices 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. We ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities. Communication We communicate with people with disabilities in ways that take into account their disability. We will work with the person with disabilities to determine what method of communication works for them. 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 and third parties. When 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. Documentation may include;
  • a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
  • a valid identification card signed by the Attorney General of Canada; or
  • certificate of training from a recognized guide dog or service animal training school.
A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks. A regulated health professional is defined as a member of one of the following colleges:
  • College of Audiologists and Speech-Language Pathologists of Ontario
  • College of Chiropractors of Ontario
  • College of Nurses of Ontario
  • College of Occupational Therapists of Ontario
  • College of Optometrists of Ontario
  • College of Physicians and Surgeons of Ontario
  • College of Physiotherapists of Ontario
  • College of Psychologists of Ontario
  • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario
If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:
  • explain why the animal is excluded
  • discuss with the customer another way of providing goods, services or facilities
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. In situations where confidential information might be discussed, consent will be obtained from the customer prior to any conversation where confidential information might be discussed. In certain cases, this organization might require a person with a disability to be accompanied by a support person for the health or safety reasons of:
  • the person with a disability
  • others on the premises
Before making a decision, Strickland’s will:
  • consult with the person with a disability to understand their needs
  • consider health or safety reasons based on available evidence
  • determine if there is no other reasonable way to protect the health or safety of the person or others on the premises
Notice of Temporary Disruption In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Strickland’s 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. The notice will be made publicly available in the following ways:
  • Posting notices in conspicuous places, including at the point of disruption, at the main entrance, the nearest accessible entrance to the service disruption, on the Strickland’s website;
  • Contacting customers with appointments;
  • Verbally notifying customers when they are making a reservation or appointment; or
  • By any other method that may be reasonable under the circumstances.
Feedback Process Strickland’s welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns. Customers can submit feedback to the Manager via email. Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted within 3 working days. Strickland’s ensures our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request. Notice of Availability of Documents Strickland’s notifies the public that documents related to accessible customer service, are available upon request by posting a notice on the website. Strickland’s will provide these documents in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost. Information and Communications 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 supports:
  1. a) in a timely manner, taking into account the person’s accessibility needs due to disability; and
  2. b) 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:
  1. a) an explanation as to why the information or communications are unconvertible; and
  2. b) a summary of the unconvertible information or communications.
We notify the public about the availability of accessible formats and communication supports by posting on the website. We will also meet internationally-recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws. Employment Strickland’s will:
  • notify employees, job applicants and the public that accommodations can be made during recruitment and hiring
  • notify job applicants when they are individually selected to participate in an assessment or selection process that accommodations are available upon request
  • consult with the applicants and provide or arrange for suitable accommodation
  • notify successful applicants of policies for accommodating employees with disabilities when making offers of employment
  • notify staff that supports are available for those with disabilities as soon as practicable after they begin their employment
  • provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation that take into account an employee’s accessibility needs due to a disability
  • consult with employees when arranging for the provision of suitable accommodation in a manner that takes into account the accessibility needs due to disability
  • consult with the person making the request in determining the suitability of an accessible format or communication supports specifically for:
  • information that is needed in order to perform the employee’s job; and
  • information that is generally available to employees in the workplace
  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. We will provide the information as soon as practicable after we become aware of the need for accommodation due to the employee’s disability. We will review the individualized workplace emergency response information:
  1. a) when the employee moves to a different location in the organization;
  2. b) when the employee’s overall accommodations needs or plans are reviewed; and
  3. c) when the employer reviews its general emergency response policies.
We have a written process to develop individual accommodation plans for employees and a written process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work. Our performance management, career development and redeployment processes take into account the accessibility needs of all employees. Changes to Existing Policies

Any policies that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed. This document is publicly available. Accessible formats are available upon request.

Questions about this policy can be directed to
Feedback Procedure Individuals may provide feedback to Strickland’s in any number of ways: By email, to By contacting Human Resources by phone at 519.272.1077
In writing, by sending or hand delivering feedback to Strickland’s at the following address: Attention: Human Resources
925 Erie St.,
Stratford Ontario
In person, by visiting Strickland’s and hand delivering feedback in writing to the reception area.
Available Document
Multi-Year Plan [PDF]


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