Accessibility Standards

Issue to: All Employees Effective: Dec 3, 2013
Issued by: Carol Brooks, Controller Replaced: NEW

POLICY GRAHAM BROS. is committed to excellence in serving all customers including people with disabilities.
PURPOSE The purpose of the Statement of Policy and Procedure is to establish procedures to ensure how our organization will provide service to customers with disabilities.
SCOPE The Statement of Policy and Procedure applies to all employees, wherever Company business is conducted (whether or not on Company property) and at all Company events.
RESPONSIBILITY The Workplace Coordinator is Bruce Wanless.  The Workplace Coordinator, working with the JHSC, will be responsible for implementation of this Policy.

Under this Policy the following terms shall have the following definitions:

“PEOPLE WITH PHYSICAL DISABILITIES” – Only some people with physical disabilities use a wheelchair.  Someone with a spinal cord injury may use crutches while someone with severe arthritis or a heart condition may have difficulty walking longer distances.
“PEOPLE WITH VISION LOSS” -  Vision loss can restrict someone’s ability to read, locate landmarks or see hazards.  Some customers may use a guide dog or a white cane, while others may not.
“PEOPLE WHO HAVE HEARING LOSS” -  People who have a hearing loss may be deaf, deafened or hard of hearing.  They may also be oral deaf – unable to hear, but prefer to talk instead of using sign language.  These terms are used to describe different levels of hearing and / or the way a person’s hearing was diminished or lost.
“PEOPLE WHO ARE DEAF BLIND” – A person who is deaf blind may have some degree of both hearing and vision loss.  Many people who are deaf blind will be accompanied by an intervener, a professional support person who helps with communication.
“PEOPLE WHO HAVE LEARNING DISABILITIES” – The term “learning disabilities” refers to a variety of disorders.  One example is dyslexia, which affects how a person takes in or retains information.  This disability may become apparent when a person has difficulty reading material or understanding the information you are providing.
“PEOPLE WHO HAVE INTELLECTUAL / DEVELOPMENTAL DISABILITIES” – Developmental or intellectual disabilities , such as Down Syndrome, can limit a person’s ability to learn, communicate, do everyday physical activities and live independently.  You may not know that someone has this disability unless you are told.
“PEOPLE WHO HAVE MENTAL HEALTH DISABILITIES” – Mental health issues can affect a person’s ability to think clearly, concentrate or remember things.  Mental health disability is a broad term for many disorders that can range in severity.  For example, some customers may experience anxiety due to hallucinations, mood swings, phobias or panic disorder.
“ASSISTIVE DEVICES” – An assistive device is a tool, technology or other mechanism that enables a person with a disability to do everyday tasks and activities, such as moving, communicating or lifting.  Personal assistive devices can include things like wheelchairs, hearing aids, white canes or speech amplification devices.

REFERENCES Accessibility for Ontarians with Disabilities Act, 2005.

Assistive Devices:  We will ensure that our staff is 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 or services.

Communication:  We will communicate with people with disabilities in ways that take into account their disability.

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.  No fees or admission costs apply.

Notice of Temporary Disruption:  In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Graham Bros. 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 placed on our web site.

Training:  Graham Bros. will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf.  Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • Graham Bros. policy related to the customer service standard.
  • 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 Graham Bros. goods and services.

Feedback Process:  Customers who wish to provide feedback on the way Graham Bros. provides goods and services to people with disabilities can send an email to Bruce Wanless at  All feedback, including complaints, will be responded to within 2 business days of receipt.



  Design: Larkin & Company