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01.06 Premises - premises include the buildings, structures, land or grounds where <br />an organization provides goods, services or facilities. The requirements of <br />Ontario Regulation 429/07 apply only to those areas of the premises where the <br />public or third parties customarily have access. <br />01.07 Service Animal — as reflected in Ontario Regulation 429/07, an animal is a <br />service animal for a person with a disability if: <br />a) it is readily apparent that the animal is used for reasons relating to their <br />disability; or <br />b) the person provides a letter from a medical practitioner confirming that the <br />person requires the animal for reasons relating to their disability. <br />01.08 Support Person — as reflected in Ontario Regulation 429/07, a support person <br />means a person who accompanies a person with a disability in order to assist <br />with communication, mobility, personal care, medical needs or access to <br />goods, services or facilities. <br />02 General <br />02.01 The AODA was enacted in 2005 in order to facilitate the development of <br />specific standards with respect to improving accessibility across the province. <br />Ontario's first accessibility standard, the customer service standard, came into <br />force on January 1, 2008. The Standard outlines what organizations must do <br />in order to ensure that customer service is accessible to everyone, including <br />people with disabilities. All public sector organizations with more than twenty <br />employees must have complied with the Standard by January 2, 2010. <br />03 Scope and Responsibilities <br />03.01 City staff are to be trained on how to provide customer service to people with <br />disabilities in accordance with the core principles of the accessibility standard. <br />Training must be delivered to any employee, volunteer, and/or agent as well as <br />any other individual who might reasonably be expected to interact with the <br />public on behalf of the City or influence the development of policies, practices <br />and procedures. The level of training and awareness will be determined by the <br />Division Head, City Administration in consultation with departments and Human <br />Resources and in accordance with the requirements of section 6 of Ontario <br />Regulation 429/07. <br />04 Customer Service Policies, Practices and Procedures <br />04.01 The City of Pickering will make reasonable efforts to ensure that its policies, <br />practices and procedures are consistent with the core principles of the <br />Standard: <br />• dignity <br />Procedure Title: Accessibility Standards to Customer Service Page 3 of 9 <br />Procedure Number: ADM 090-001 <br />