Accessibility

Intent

This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves. All goods and services provided by Veterinary Purchasing Company Limited shall follow the principles of dignity, independence, integration and equal opportunity.

Scope

This policy applies to the provision of goods and services at premises owned and operated by Veterinary Purchasing Company Limited.

This policy applies to employees, agents and/or contractors who deal with the public or other third parties that act on behalf of Veterinary Purchasing Company Limited, including when the provision of goods and services occurs off the premises of Veterinary Purchasing Company Limited such as in: delivery services, call centers, vendors, and drivers.

The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of goods and services that take place at premises owned and operated by Veterinary Purchasing Company Limited.

This policy shall also apply to all persons who participate in the development of Veterinary Purchasing Company Limited’s policies, practices and procedures governing the provision of goods and services to members of the public or third parties.

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:
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;
a condition of mental impairment or a developmental disability;
a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
a mental disorder;
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:
it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
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:
it is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability;
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.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.

General Principles

In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:

A. The Provision of Goods and Services to Persons with Disabilities

Veterinary Purchasing Company Limited will make every reasonable effort to ensure that its policies, practices and are consistent with the principles of dignity, independence, integration and equal opportunity by:

• Ensuring that all members and visitors receive the same value and quality of service;
• Allowing members and visitors with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
• Using alternative methods when possible to ensure that members and visitors with disabilities have access to the same services, in the same place and in a similar manner;
• Taking into account individual needs when providing goods and services;

B. Assistive Devices

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Veterinary Purchasing Company Limited.
In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services.

C. Guide Dogs, Service Animals and Service Dogs

A member or visitor with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to offices that are open to the public; however Health Canada Good Manufacturing Practices, C.02.044, prohibit animals from entering the Warehouse facility to prevent the contamination of pharmaceutical and other veterinary products.

Exclusion Guidelines

Where a member or visitor requires access to the Warehouse facility, Veterinary Purchasing Company Limited will make alternative arrangements to accommodate the individual’s needs. Accommodations will be made with respect to the principles of dignity, independence, integration and equal opportunity.

Recognizing a Guide Dog, Service Dog and/or Service Animal

If it is not readily apparent that the animal is being used by the member or visitor for reasons relating to his or her disability, Veterinary Purchasing Company Limited may request verification from the customer.

Verification 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;
a certificate of training from a recognized guide dog or service animal training school.

Care and Control of the Animal

The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.

Allergies

If a health and safety concern presents itself for example in the form of a severe allergy to the animal, Veterinary Purchasing Company Limited will make all reasonable efforts to meet the needs of all individuals.

D. Support Persons

If a member or visitor with a disability is accompanied by a support person, Veterinary Purchasing Company Limited will ensure that both persons are allowed to enter the premises together and that the member or visitor is not prevented from having access to the support person.
In situations where confidential information might be discussed, consent will be obtained from the client or visitor, in writing, prior to any conversation where confidential information might be discussed.

E. Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Veterinary Purchasing Company Limited. In the event of any temporary disruptions to facilities or services that clients or visitors with disabilities rely on to access or use Veterinary Purchasing Company’s goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

Notifications will Include:

goods or services that are disrupted or unavailable
reason for the disruption
anticipated duration
a description of alternative services or options

Notifications Options:

posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the Veterinary Purchasing Company Limited’s website;
contacting clients or visitors with appointments;
verbally notifying customers when they are making a reservation or appointment;
by any other method that may be reasonable under the circumstances.

F. Feedback Process

Veterinary Purchasing Company Limited shall provide clients or visitors with the opportunity to provide feedback on the service provided to them. Information about the feedback process will be readily available to all customers and notice of the process will be made available on the Veterinary Purchasing Company Limited website. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request.

Customers can submit feedback:

My VP Human Resources Contacts
485 Queen Street West, PO Box 1150 St. Marys, Ontario N4X 1B7
519-284-1371 ext. 259

hr@vpcl.on.ca

Customers who wish to provide feedback by completing an onsite customer feedback form or verbally can do so to any Veterinary Purchasing Company Limited employee.
Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

G. Training

Training will be provided to:

All employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of Veterinary Purchasing Company Limited; for example: salespersons, drivers, vendors;
Those who are involved in the development and approval of customer service policies, practices and procedures.

Training Provsions

As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:
A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
Instructions on how to interact and communicate with people with various types of disabilities.
Instructions on how to interact with people with disabilities who:
use assistive devices;
require the assistance of a guide dog, service dog or other service animal;
require the use of a support person.
Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
Instructions on what to do if a person with a disability is having difficulty accessing your services.
Veterinary Purchasing Company Limited’s policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.

Training Schedule

Veterinary Purchasing Company Limited will provide training as soon as practicable. Training will be provided to new employees, volunteers, agents and/or contractors who deal with the public or act on our behalf (insert when such as, during orientation). Revised training will be provided in the event of changes to legislation, procedures and/or practices.

Record of Training

Veterinary Purchasing Company Limited will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

Notice of Availability and Format of Documents

Veterinary Purchasing Company Limited shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer’s disability. Notification will be given by posting the information in a conspicuous place owned and operated by Veterinary Purchasing Company Limited, the Company’s website and/or any other reasonable method.

Referenced Documents

Accessibility for Ontarians with Disabilities Act, 2005
Accessibility Standards for Customer Service, Ontario Regulation 429/07
Blind Person’s Rights Act, 1990
Ontario Human Rights Code, 1990
Good Manufacturing Practices, 2009