Copyright © 2023. PiVAL, Ontario, Canada.

Statement of Organizational Commitment

PiVAL International 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 be meeting requirements under Ontario’s accessibility laws.

PiVAL International is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

PiVAL International 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 law.

PiVAL International 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, dignity, integration and equality of opportunity for people with disabilities.

Training

We are committed to training all staff and volunteers 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. All persons who participate in developing the organization’s policies; and
  2. 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 (AODA) and the requirements of the Customer Service Standards.
  • Our policies related to the Customer Service Standards.
  • How to interact and communicate with people with various 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.
  • How to use the equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities. These include: List Equipment/Devices.
  • What to do if a person with a disability is having difficulty in accessing our organization’s goods, services or facilities.

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 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.

Communications

PiVAL is committed to communicating with people with disabilities in ways that consider their specific disability. Upon request we will provide public information to those with disabilities in an accessible format best suited for the individual. We will work with the person with the disability to determine what method of communication works for them.

If we are unable to provide the communication in the requested format, we will provide the person that requires the information with an explanation as to why the information or communications are unconvertible, and a summary of the unconvertible information or communications.

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 than an animal is a service animal, our staff may ask for documentation (template, letter, or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

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.

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 than an animal is a service animal, our staff may ask for documentation (template, letter, or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

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 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.

Service animals are prohibited from the following areas:

  • Warehouse areas under the Occupational Health & Safety Act of Ontario (OHSA).

Support Person

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 certain cases, our 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, we 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 our services or facilities with customers with disabilities, this organization 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:

  • On our website.
  • By direct contact with our clients through our Customer Success Team.

Feedback Process

PiVAL welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns. Feedback (including complaints) regarding our services may be provided to us in the following methods:

  1. Website – under the “Contact Us” page. We will respond by email or by phone if it is requested by the individual.
  2. Phone – PiVAL’s head office will receive the phone call and direct the caller to our Customer Success department. If we do not pick up the phone, the office Executive Assistant will call the individual back.
  3. Customer Success Associate – Each customer is assigned a Customer Success Associate to ensure their satisfaction. The customer can expect to hear back within 3 business days. We will work with the individual to communicate in the method that is best for them.

Feedback regarding our AODA processes will be handled as follows:

  1. Send us an email at hrinfo@pival.com or call our headquarters ((514) 684-1600).
  2. If the feedback is sent by email, our AODA specialist will reply within three business days. If the feedback is by phone, the office Executive Assistant will transfer the individual to our AODA specialist. If our AODA specialist is not available at that moment, we will take down the individual’s phone number and our AODA specialist will call them back within three business days.
  3. Our AODA specialist will work with the individual who provided the feedback to improve our process so that it is accessible to all.

PiVAL ensures our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication support, on request.

Notice of Available Documents

PiVAL notifies the public that documents related to accessible customer service are available upon request by posting a notice in the following location(s)/way(s):

  • Our Company Website
  • Our Job Postings

PiVAL will provide these documents in an accessible format or with communication support, upon 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 & 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. In a timely manner, taking into account the person’s accessibility needs due to disability; and
  2. At a cost that is no more than the regular cost charged to other people.

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. An explanation as to why the information or communications are unconvertible; and
  2. A summary of the unconvertable information or communications.

We notify the public about the availability of the accessible formats and communication supports by:

  • Indicating it on our website
  • Mentioning it verbally upon request

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

We notify employees, job applicants and the public that accommodations can be made during recruitment and hiring. We notify job applicants when they are individually selected to participate in an assessment or selection process that accommodations are available upon request. We consult with the applicants and provide or arrange suitable accommodation.

We notify suitable successful applicants of policies for accommodating employees with disabilities when making offers of employment.

We notify staff that support is available for those with disabilities as soon as practicable after they begin their employment. We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation that takes into account an employee’s accessibility needs due to a disability.

We will consult with employees when arranging for the provision of suitable accommodation in a manner that takes into account the accessibility needs due to disability, we will consult with the person making the request in determining the suitability of an accessible format or communication supports specifically for:

  1. Information that is needed in order to perform the employee’s job; and
  2. 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. When the employee moves to a different location in the organization
  2. When the employee’s overall accommodations needs, or plan are reviewed; and
  3. When the employer reviews its general emergency response policies

We have a written process to develop individual accommodation plans for employees.

We have 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.

Our performance management, career development and redeployment processes take into account the accessibility needs of all employees.

Design of Public Spaces

We will meet accessibility laws when building or making major changes to public spaces. Our public spaces include:

  • Recreational trails
  • Outdoor public eating areas like picnic areas
  • Accessible off-street parking
  • Accessible on-street parking
  • Service-related elements like service counters, fixed queuing lines and waiting areas

We put procedures in place to prevent service disruptions to the accessible parts of our public spaces.

Changes to Existing Policies

Any policies of this organization 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.