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Accessibility

Accessibility Policy

Document Number: HS-POL-007
Revision Date: July 18th, 2026
Revision Number: 000

1. Policy Statement

IBX Services 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.

We are committed to meeting our current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination. We understand that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute for or limit our obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.

We are committed to excellence in serving and providing services to all customers, including people with disabilities.

Our accessible policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

2. Training

We are committed to training all staff and volunteers on the Accessibility for Ontarians with Disabilities Act, 2005 and aspects of the Ontario Human Rights Code that relate to persons with disabilities.

In addition, we will train:

  • all persons who participate in developing the organization’s policies; and
  • 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 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
  • 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.
  • what to do if a person with a disability is having difficulty in accessing our organization’s facilities.

We will 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.

3. Assistive Devices

People with disabilities may use their personal assistive devices when accessing our facility.

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 facility.

We will ensure that our staff are trained and familiar with various assistive devices we have at our facility or that we provide that may be used by customers with disabilities while accessing our facility.

4. Communication

We will communicate with people with disabilities in ways that take into account their disability. This may include the following:

General Communication Rules

  • Be polite: Speak to the person, not just their helper.
  • Ask first: Ask before you offer help or push a wheelchair.
  • Stay calm: Do not rush or finish sentences for the person.
  • Use clear words: Keep your sentences simple and direct.

Vision Disabilities

  • Say your name: Tell the person who you are when you walk up.
  • Warn before leaving: Say goodbye so they know you are leaving.

Hearing Disabilities

  • Get attention: Wave gently.
  • Face the person: Let them see your mouth so they can read your lips.

Speech Disabilities

  • Listen closely: Give the person time to share their thoughts.
  • Do not guess: Ask them to repeat if you do not understand.

Cognitive Disabilities

  • Break down steps: Give one idea or task at a time.
  • Check for understanding: Ask them to tell you what they heard in their own words.
  • Use pictures: Show photos or objects to make things clear.

5. 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 (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.

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

6. 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 fee or fare will be charged for support persons.

In certain cases, IBX Services might require a person with a disability to be accompanied by a support person for health or safety reasons related to:

  • the person with a disability
  • others on the premises

Before making a decision, IBX Services 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

7. Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for people with disabilities, IBX Services will notify them promptly. We will post a clear notice that includes information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or entrances, if available. The notice will be made publicly available on our website, at the facility’s main entrance, and by any other method that may be reasonable under the circumstances (e.g., email) as soon as possible.

Supporting Forms:

  • Notice of temporary disruption

8. Feedback Process

IBX Services welcomes feedback on how our facility is accessible. Feedback will help us identify barriers and respond to concerns.

Feedback, including complaints, may be provided through our front desk representative. It will be submitted to the Office Manager and then to the Senior Manager for action. All complaints and feedback will be responded to within 3 business days. We will ensure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

9. Notice of Availability of Documents

IBX Services will notify the public that accessible documents are available upon request by posting a notice on our website. We will provide these documents in an accessible format or with communication supports, 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.

10. 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. 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 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, IBX Services will provide the requestor with:
    1. an explanation as to why the information or communications are unconvertible; and
    2. a summary of the unconvertible information or communications.

We will notify the public about the availability of accessible formats and communication supports. We will also meet internationally recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.

11. Employment

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

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

We will notify staff that support is available for those with disabilities as soon as practicable after they begin their employment. We will 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.

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 accommodation needs or plans 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, as part of our return-to-work program.

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.

12. Design of Public Spaces

We will meet accessibility laws when building or making major changes to public spaces. Our public spaces include accessible off-street parking.

13. Workplace Emergency Response Information for Employees

IBX Services will provide workplace emergency response information to employees with disabilities.

Employees with disabilities may not be able to easily identify the potential barriers or challenges to their safety during an emergency response in the workplace. We will work closely with the employee to complete a worksheet to determine whether they require accommodation in an emergency situation.

Supporting forms:

  • Identification of Potential Barriers During an Emergency Response form
  • Employee Emergency Response Information Form

Since an employee might need help in an emergency due to a permanent or temporary disability, IBX Services will:

  • Provide individualized emergency response information to the employee with a disability.
  • Get the employee’s consent, then share this information with the people designated to help them in an emergency.
  • Review the employee’s emergency response information when:
    • the employee changes work locations;
    • the employee’s overall accommodation needs or plans are reviewed; and
    • the organization reviews its general emergency response policies.