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As a requirement of the Accessibility for Ontarians with Disabilities Act 2005, The Neighbourhood Group Community Services (TNG) here summarizes our accessibility standards for customer service. 

TNG recognizes the definition of “disability” used in the Ontario Human Rights Code, including physical, mental health, developmental and learning disabilities. A disability may be visible or not visible.

Programs and Services

  • Services will be provided in a manner that respects the dignity and independence of persons with disabilities.

  • Services to persons with disabilities will be integrated unless an alternative measure is necessary (temporarily or permanently) to benefit from the service.

  • Persons with disabilities will be given an opportunity, equal to that given to others, to use and benefit from all services.

  • The use of assistive devices by persons with disabilities to use and benefit from all services will be recognized and supported.

  • Persons with disabilities will receive communication on services, accessibility, and policies in a manner that takes into account the person’s disability.


  • TNG will actively consult the community on major needs on an on-going basis and identify any disability barriers that may limit access to our programs and services. TNG will offer programs and services in locations that are decentralized and will include fully accessible locations. TNG will advocate jointly with and on behalf of the diverse communities to ensure that their needs are met. Managers will include this procedure in on-going and annual program planning and evaluation. The Board of Directors will review programs for service relevance and effectiveness and monitor the strategic plan for the agency. Management and the Health & Safety Representatives will monitor locations for accessibility barriers and state of repair.

  • TNG will take into consideration the demographic diversity of the community in all our programs and the delivery of services. TNG will promote positive attitudes towards and respect for differences among the participants in our programs and users of our services, and will review all resource materials (e.g. films, books, art that are used in TNG programs) to ensure they encourage the promotion of diversity. TNG will provide an environment where community members feel comfortable using assistive devices. Persons with disabilities may enter our premises and access services accompanied by a guide dog, service animal or support person. There will be no additional fees incurred as a result of accompaniment by a support person. Assistive devices in this policy include elevators, automated doors, computer equipment, and adjustable phone sets.

  • In order to ensure that we communicate information about our programs and services in an accessible and sensitive manner, TNG will ensure that agency publications and promotional materials are available in multiple formats (i.e. print and electronic) in plain language and using inclusive visual images that are reflective of the communities we serve.  It is our practice that if accessibility is limited by temporary disruptions (closures, repairs, etc.) then we will post information including the reason for disruption, anticipated duration and alternatives to access services, if any. Such notices will be published in at least two of the following three formats: print signage, telephone voicemail, and agency website.

  • TNG will incorporate this training into program training and new staff orientation processes. 

  • Persons with disabilities can make complaints or enquiries in a manner that takes into account their disability, including verbally in person, through a support person, by telephone, in writing, or via e-mail. All employees or volunteers are also obligated to report customer service problems or failures to follow this policy to their supervisor. On request, this full policy will be available to anyone with reasonable notice. This policy will be posted on our agency website.