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                     Table of Contents

Accessibility in Sarnia                              2
Legislative Environment                              2
Changing Role of the Accessibility Committee         3
Requirements of the Customer Service Standard        3
Future Accessibility Standards                       4
Sarnia’s Accessibility Plan 2010-2011                5
Aim & Objectives of Accessibility Plan               5
The SAAC Committee                                   6
Consultation Activities 2009-2010 and forward        7
Members of the Accessibility Advisory Committee      12
Outstanding Barriers from Previous Plans 2004-2010   13
Barriers Identified for 2009 – 2010 Plan             14
Future Steps                                         16
Appendix A: SAAC Size and Composition                17
Appendix B SAAC Terms of Reference                   18
Administration Process                               19
Appendix C Organization Chart                        21
Appendix D: Accessible Customer Service Policy       22
Appendix E: Request for Alternative Format Form      25
Appendix F: Request for Feedback Form                26
Appendix G: Disability and Barriers                  27
APPENDIX H: Complaints Process                       29
Process for Handling Accessibility Concerns          29
REQUEST/ACTION FORM                                  30

Accessibility in Sarnia

Approximately 4.4 million Canadians have a disability. This in turn
means that 14.3 per cent of Canadians and approximately 1.84
million Ontarians are living with disabilities. Given that our beautiful
City of Sarnia has a population of approximately 72,500, we have at
least 10,875 individuals in our community who are currently living
with a disability, a number that will rise to at least 14,000 by 2025.
Given our aging population, these numbers are conservative.

Legislative Environment

To help meet the needs of all Ontarians, the Ontario government’s
Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”),
became law on June 13, 2005. This is in addition to the
requirements for the City to maintain an accessibility advisory
committee and generate an annual Accessibility Plan under the
previous Ontarians with Disabilities Act (ODA). The “Accessibility for
Ontarians with Disabilities Act” (AODA) requires the City of Sarnia
to continue with a Municipal Accessibility Plan in the immediate
future, although the Minister responsible has stated that the
government wishes to repeal the ODA legislation once the final
accessibility standards are legislated.

The purpose of the Accessibility Plan is to describe the measures
the City has taken in the past, and the measures the City will take
during the coming year, to identify, remove and prevent barriers to
people with disabilities. The plan must be reviewed annually and
made public.

The AODA applies to organizations in both the public and private
sectors. The goal of the legislation is to make Ontario accessible
for people with disabilities with respect to goods, services, facilities,
accommodation, buildings and employment.

The first standard in the AODA legislation, the Customer Service
Standard is now the law. It came into force on January 1, 2008.
Businesses and organizations that provide goods or services to
people in Ontario are now legally required to make their customer
services operations accessible to people with disabilities. This will
be done by identifying and removing barriers to customer service in
such areas as operational practices, policies and procedures,
communications and staff training.

Changing Role of the Accessibility Committee

The Sarnia Accessibility Advisory Committee (SAAC) has a
mandate to advise the City of Sarnia on accessibility issues under
the specific direction of the ODA and now under the more general
direction of the AODA. Under the provisions of the ODA, the
committee has worked diligently to produce six annual accessibility
plans that have identified barriers within our municipality and
worked with the staff, elected officials and community members to
remove barriers. Under the new direction of the AODA, the
Accessibility Committee has been providing advice and support to
the City on the implementation of the standards set under the
AODA and the policy development, and processes that are
required. To assist them in these tasks, the committee now has an
Accessibility Coordinator to support committee efforts.

Requirements of the Customer Service Standard

The City of Sarnia was required to be compliant with the Customer
Service Standard by January 1, 2010. In March of 2010 we filed
our customer service accessibility report. This standard is the first in
a series of standards that will help lead to a fully accessible Ontario
by 2025.

As a requirement of the Customer Service Standard, the City, by
January 1, 2010 has been required to:

   Establish written policies, practices and procedures on
    providing goods or services to people with disabilities.
   Set a policy on allowing people to use their own personal
    assistive devices to access our goods and use our services
    and about any other measures our organization offers
    (assistive devices, services or methods) to enable them to
    access our goods and use our services.
   Use reasonable efforts to ensure that our policies, practices
    and procedures are consistent with the core principles of
    independence, dignity, integration and equality of opportunity.
   Communicate with a person with a disability in a manner that
    takes into account his or her disability.
   Train staff, volunteers, contractors and any other people who
    interact with the public or other third parties on our behalf on a
    number of topics as outlined in the customer service standard.
   Train staff, volunteers, contractors and any other people who
    are involved in developing our policies, practices and
    procedures on the provision of goods or services on a number
    of topics as outlined in the customer service standard.

   Allow people with disabilities to be accompanied by their guide
    dog or service animal in those areas of the premises we own
    or operate that are open to the public, unless the animal is
    excluded by another law.
   Permit people with disabilities who use a support person to
    bring that person with them while accessing goods or services
    in premises open to the public or third parties.
   Where admission fees are charged, provide notice ahead of
    time on what admission, if any, would be charged for a support
    person of a person with a disability. Our policy is now to allow
    a support person to accompany an individual with a disability
    at no cost to City run events. Where third parties use our
    facilities we ask staff to ensure that they are aware of our
    policy and post clearly if they choose a different fee structure.
   Provide notice when facilities or services that people with
    disabilities rely on to access or use our goods or services are
    temporarily disrupted. We have developed a form and
    designed a web page to post notices of disruption.
   Establish a process for people to provide feedback on how we
    provide goods or services to people with disabilities and how
    we will respond to any feedback and take action on any
    complaints. We have made the information about our feedback
    process readily available to the public through the web and at
    our reception desks.
   Notify the public that documents are available on request.
   Provide information in the required document(s), in a format
    that takes into account their disability.

Future Accessibility Standards

A summary of the Integrated Accessibility Regulation has just been
released by the provincial government which outlines the proposed
timelines and the compliance enforcement initiatives of the
integrated regulation. This document provides guidance on how the
information and communications, transportation and employment
standards will be addressed.

The integration of these standards is in response to the requests of
municipalities and many sectors of the disabled community to better
coordinate the standards, streamline activities and minimize
overlap. The summary is posted for feedback to the minister until
October 16th. The government appears to expect changes in the
transportation sector to happen very quickly, accessible
employment must be completed in the short term and most changes
to information and communication are pushed back to 2015-2021!
Changes to the Built Environment standard are still under review.

Sarnia’s Accessibility Plan 2010-2011

The following is the accessibility plan for the period of September
2010 to September 2011, and has been developed by city staff in
consultation with the Sarnia Accessibility Advisory Committee

The plan has purposely been developed to fall within the City’s
budgeting process, however not all barriers identified will have a
financial impact and not all barriers can easily be removed. The
AODA does not require that the City of Sarnia identify and remove
all barriers all at once, but to do so in a planned, gradual manner
over a period of time, and to integrate accessibility planning into
other corporate or strategic planning exercises as approved by
Council . Additionally the City has the flexibility to establish its own

Further public consultation will be conducted on an as needed
basis. The purpose of this consultation is to receive further input
from various stakeholder groups within the community to better
identify specific barriers that affect people with disabilities within the
City of Sarnia.

Aim & Objectives of Accessibility Plan

The purpose of the AODA is to improve opportunities for people
with disabilities and to provide for their involvement in the
identification, removal and prevention of barriers to their full
participation in the life of the province. To this end, the AODA
mandates that each municipality with a population of 10,000 or
more prepare an annual accessibility plan until Accessibility
standards are developed.

This is the eighth annual plan (September 2010 – September 2011).
It was prepared by City Staff and was reviewed and recommended
to City Council by the Sarnia Accessibility Advisory Committee.
The report describes the measures that have been taken in 2010
and the measures that may be taken during the up coming year.
The goal is to identify, remove and prevent barriers to people with
disabilities who use the facilities and services provided by the City
including its employees.

The SAAC is responsible for reviewing and prioritizing their own
work plan for the upcoming year, which includes reviewing barriers
identified for removal.

The SAAC Committee
A significant development in 2010 for the format, structure and
support of the SAAC committee was the hiring of a dedicated staff
person as Accessibility Coordinator to ensure that the city was
fulfilling its requirements under the standards as they became law.
The Accessibility Coordinator now works under the general direction
of the City Manager and the day to day supervision of the Manager,
Human Resources. The Accessibility Coordinator has taken on
much of the role of the previous steering committee, bringing City
staff in to discussions as appropriate for their departments.
Additionally, public transit organizations are named in the AODA as
organizations that are required to submit accessibility plans. The
Sarnia Transit Accessibility Plan will be developed through the
Transit Accessibility Advisory Committee and forwarded to council

Susan Weatherston
Accessibility Coordinator,
c/o City Hall,
Human Resources Dept.,
255 Christina St. N.,
Sarnia, Ontario

Phone: 519 332-0330 ext. 307
Fax. 519 332-8951

Consultation Activities 2009-2010 and forward
Consultation with the public, with strategic interest groups,
municipal Council and staff and with partners will continue in 2011,
as required.

The AODA requires a municipality to take into account the
accessibility of the services purchased by the municipality for use
by itself, employees and the general public. By January 2012 all
these partners who interact with the public will have their own
obligations to meet the needs of the AODA Customer Service
requirements. The SAAC has a role to assist our service delivery
partners. The committee now has eight years of experience
identifying and removing accessibility barriers and also has
experience of meeting the Customer Service Standard requirement
2 years before the private sector and smaller community agencies.
We have an ability to share resources, strategies and knowledge
that will make it far easier for other organizations to now meet their
commitments under the AODA. At the same time, the SAAC
continues to benefit from interactions and involvement with partner
agencies who can help us improve our ability to work towards
Concrete examples of this cooperation can demonstrate the
strengths of our working relationships. Within the last few months
the Canadian Hearing Society and Pathways have both helped the
City train our staff in use of the TTY machines to ensure that we can
meet the needs of members of our community with hearing
impairment. Students working with local Occupational Therapists
and Pathways have assisted us by performing accessibility audits
on recreational facilities and some of our polling stations. At the
same time, the SAAC committee was able to offer assistance in the
accessible design of the soon to be constructed Canatara
washrooms and gave feedback to Bluewater Health on Accessibility
concerns at the new facility. On the following pages are listed some
of the consultations held by the SAAC committee and or
Accessibility Coordinator this year.

                Mandatory/ Type of Consultation in 2009 / 2010
Agency          Preferred
                            Informal or formal                          Nature of discussions

County of       Mandatory   With County staff      Multiple meetings were held by the Accessibility Coordinator
Lambton                     associated with County and the staff person for the County’s Accessibility Committee.
all services                plan                   Accessibility barriers were identified for Sarnia Library and
                                                   Brights Grove Library that will be added to barriers to be
                                                   addressed as possible.
                                                    Customer Service training resources were shared
Sarnia Police   Mandatory   With Sarnia Police      Meetings were held with the Chief and senior management
Service                     Chief and key staff     team, resources such as e-learning and training materials for
                                                    AODA customer service were shared
Lambton Area Mandatory      With Lambton Area       Customer Service Training materials were shared
Water Supply                Water Supply staff
– re water
Sarnia                      With Society staff      Customer Service Training materials were shared

               Mandatory/ Type of Consultation in 2009 / 2010
Agency         Preferred
                           Informal or formal                           Nature of discussions

Chamber of     Preferred   Chamber of Commerce     Resources were shared, Chamber representatives on SAAC
Commerce                   staff                   provided excellent two way communication with the Chamber
Recreation     Preferred   Information sharing     Resources were shared, feedback was received on areas in
Integration                                        which city could be more accessible

CCAC           Preferred   Information sharing     Customer service resources were shared
Bluewater                  Informal SAAC tour of   The SAAC committee toured the new hospital location and
Health                     new facility            made suggestions as to how to maximize accessibility
Shair                      Informal                SHAIR group had opportunity to share their suggestions for
                                                   the City to maximize accessibility.
Pathways and               consultation            Pathways staff and the Canadian Hearing Society staff
Canadian                                           provided training and support for city administrative staff in
Hearing                                            use of TTY phone. Two workshops were held and informal
Society                                            practice sessions were set up.

City Departments have also utilized the services of the SAAC committee and Accessibility Coordinator for the following

Issue                           Department              Outcome
Web Accessibility               Information Technology Provided support to users to ensure they had the skills to
                                                       address some basic web incompatibilities
E-bikes on trails               Community Services      SAAC committee provided input on use of E-bikes for
                                                        individuals with disabilities on trails
Audits of parks                 Community Services      Through SAAC members, conducted accessibility audits at
                                                        four major city parks
Review design of proposed Community Services            Provided advice and support to community services staff
new Canatara washrooms
Pathway complaint               Community Services      Provided assistance to community service in assessing
                                                        accessibility challenge raised by member of the public with
                                                        complaints about pathways
Audits of recreational          Solicitor Clerk         Through SAAC members, conducted accessibility audits at
facilities / polling stations                           four polling stations that are also city recreational facilities
Input into Election             Solicitor Clerk         Provided input into Election Accessibility plan
Parking tickets                 Solicitor Clerk         Provided feedback that fine structure for illegal parking in
                                                        accessible spots should be reviewed
City Departments have also utilized the services of the SAAC committee and Accessibility Coordinator for the following

Solid waste disposal        Public Works             Provided input into and assisted in design of process to
                                                     ensure that residents with disabilities are able to access
                                                     removal services
Curb cuts                   Public works             Passed on 2 requests for curb cuts
Blocked pedestrian path at Public works              Assisted member of public in having closed intersection made
Detours                                              more pedestrian friendly to ensure power chairs not directed
                                                     into roadway

Members of the Sarnia Accessibility Advisory Committee

The current members of SAAC are as follows:
M Thomas, Chair
Lorraine MacLeod, Vice Chair              Debbie Draganits
Barbara Fisher                            Rob Hignett
Heather Gates                             Dave Schaller
Marie Wateridge                           Wendy Heasman
Louise Ryan                               Melissa Fogarty
Andy Bruziewicz (City Councillor)

    Summary of Outstanding Barriers Identified in Previous Plans

    BARRIER OR ACTION                                FURTHER ACTION
1   Appropriate subcommittee to           This had been referred to the By-Laws and
    review the City website and provide   Purchases Subcommittee for review in
    Information                           2006.
    Services with improvement
    suggestions on improving the          Further review will be required once the
    accessibility of the site.            new AODA standard is released

2   Transit Department will recommend Upgrading the current fleet is ongoing and
    the purchase of one new low floor will continue to be part of the Transit
    bus in the 2004 budget.           Department’s capital requests.
                                      Accessibility options are always a
                                      consideration during vehicle purchases.
                                      New AODA standards will create further

3   Follow up on washroom                 Project is now at re-design phase
    accessibility at Kenwick Park and
    the beach at Canatara Park.
4   Explore diverting of Accessible       Committee will continue to explore
    Parking Fines to SAAC                 possibilities.
5   Follow up on accessibility issues     Accessibility review of Centennial park
    regarding the CNR tracks and          completed and forwarded to Community
    Centennial Park                       Services and will be part of next years

    Summary and Status of Barriers Identified for 2009 – 2010 Plan
    As an ongoing initiative, both informal discussions and/or structured meetings
    with the following agencies will continue to take place during the term of the
    current Municipal Accessibility Plan.
                    County of Lambton (All Services)
                    Sarnia Police Services
                    Lambton Area Water Supply – re water treatment
                    Chris Hatfield Airport
                    Tourism Sarnia Lambton & Chamber of Commerce
                    Stakeholder List
                    General Public

     ACTION ITEM                     EXPECTED                  COMPLETED
                                      DATE OF
1    Begin work on washroom           Fall 2010 /     Funding in, redesign underway
     accessibility at Canatara       Spring 2011
     Park. Funding has been

2    Explore diverting of            Spring 2011      Research will continue
     Accessible Parking Fines to
3    Provide feedback on Built       As released      As released
     Environment Standard and
     forward comments and
     recommendations to council
     for approval.
4    Review final upcoming           As they are      Pending release
     standards as they become           released
     law and make
     recommendations to council           2011
     on how to proceed. Follow
     up as required.
5    Explore audible traffic       Fall 2010 –        Engineering has presented
     signals – conduct an          Spring 2011        some research.
     inventory of existing signals                    CNIB will make presentation to
     and a prioritization of                          committee in fall
     locations that would be of
     the most benefit to people
     with sight disabilities

6    Develop & implement a           Winter/2009                 completed
     feedback form for the
     general public. This will be
     part of the Customer
     Service Standard
7    Obtain list of curb cuts and   Summer/2010       Curb cut improvements made
     crosswalks in the city and                       based upon request. CNIB
     assess for accessibility.                        concerns re curb cuts hazardous
     Access a volunteer/s to                          for vision impaired. Plates
     update if required.                              potentially hazardous for mobility
                                                    impaired. Will continue
8    Assess requests/concerns         ONGOING       ongoing
     as they are received.

    Summary of Barriers / Actions for 2010 / 2011

     ACTION ITEM                       EXPECTED                COMMENTS
                                        DATE OF
1    Unresolved outstanding                           By definition these are issues
     issues as list above                             that may be complex or of
                                                      high cost and not easily
                                                      resolvable. But they need to
                                                      be kept visible in order to
                                                      ensure that awareness
                                                      remains of these significant
2    Sarnia Library washrooms                         Several male patrons have
                                                      experienced lack of access to
                                                      washroom facilities.
                                         2011         Minor adjustments to male
                                                      washroom in theatre foyer
                                         2012         Build accessible washroom
                                                      on main floor
                                                      (timing dependent upon
                                                      funding and asbestos reports)
3    Brights Grove library                            Dependent upon asbestos
     washroom                                         reports and feasibility report.
                                                      Have received complaints re
                                                      inaccessible washroom.
4    Improved accessibility at City      2011
     parks: Tecumseh, Centennial,
     Canatara, as outlined in
     accessibility audits
5    Beach access                        2011

6  Accessible doors on                   2011         Dependent upon funding
   washrooms in City Hall
7 Improve ramp for front of City         2011         Dependent upon funding
8 Begin implementation of                2011         As legislation is rolled out
   integrated employment
   transportation and
   communication standards
9. Discuss with Transit concerns        2010 fall
   re accessibility
10 Replacement of signs in              2010 fall
   Centennial park not using
   universal symbols and
Future Steps

While identification and removal of physical barriers and mobility
concerns will continue to be the significant focus of the accessibility
committee, the soon to be released integrated harmonized standard will
shift the concerns of the committee towards systemic concerns of
employment barriers, and the technological challenges of website and

The employment standard will generate requirements for the
municipality around the recruitment, retention and accommodation of
people with disabilities. Policies will be required to identify and remove
employment barriers, develop inclusive employment systems and
procedures, and provide individualized accommodations. As an
employer we will have new obligations to provide communication to our
employees in alternate formats, and will require further staff training for
employees, including those employees who do not interact with the

The communication standard specifies requirements to prevent and
remove barriers to persons with disabilities when creating, procuring,
conveying, receiving, or distributing information. The standard also
defines communications to and from persons with disabilities in the
province of Ontario. The proposed standard seeks to make systemic
change through requirements such as: policies; procedures; training;
procurement; web sites and web content; alternate formats and
communication supports and services; and areas of priority for persons
with disabilities.

The Transportation Accessibility and Advisory Committee will be well
placed to bear much of the workload of the transportation standard,
although if as promised the standards are harmonized to avoid
duplication, the TAAC and SAAC committees will need to continue to
work in a collaborative framework especially around common issues
such as training and policy development.

Appendix A: SAAC Size and Composition


12 volunteer members:
        7 members who are persons with disabilities
        1 member of Council (appointed)
        2 members who are citizen volunteers
        2 members who are professionals from the stakeholder

Community Members

Community members shall be appointed by Sarnia City Council for a
term of 2 years or for a term as determined by City Council.

The Committee shall be a diverse group, with members drawn with
various backgrounds including community interest, experience and field
of expertise to correspond with the mandate requirements.

City of Sarnia Representation

Council shall appoint 1 Council member to serve as a full member of the
committee. The length of the term shall be determined by Council.

 The ODA does not permit city staff to be on the SAAC due to
  possible conflicts of interest, however the steering committee and
  SAAC subcommittee work provides opportunity for staff to provide
  input into the process. The steering committee, comprised of city
  staff, would provide ongoing support and resources for the SAAC.
  There will be only one permanent subcommittee – the Transit
  Accessibility and Advisory Committee (TAAC) as mandated in the
  ODA. The main committee of SAAC will deal with all issues save and
  except those that relate to the TAAC, with temporary subcommittees
  being formed as needed to work on specific issues.

Appendix B SAAC Terms of Reference


To advise City Council on matters pertaining to persons with disabilities
in the community, as defined in the ODA.


To improve the identification, removal and prevention of barriers faced
by persons with disabilities within the City of Sarnia.


The primary role of the Sarnia Accessibility Advisory Committee is to
provide advice to council each year about the preparation,
implementation and effectiveness of the municipal accessibility plan.

The Advisory Committee will also:
     - monitor federal and provincial government directives and
     - conduct research on accessibility issues
     - provide public forum workshops, education and communication
       to the public on accessibility issues within the community as
     - liaise with local stakeholder groups on accessibility issues

Mission Statement

To work towards a barrier free municipality where all people can fully


The Sarnia Accessibility Advisory Committee will:
   - review section 41 site plans and drawings (Planning Act) as
   - advise on accessibility issues regarding the purchase of all goods
     and services
   - advise on accessibility of the municipal transit system
   - review by-laws, policies, programs, practices and services to
     identify any barriers
   - complete other tasks as referred by Council or required by
     Provincial regulations

Administration Process
The Committee shall be known as the Sarnia Accessibility Advisory
Committee (SAAC).

As a Committee of Council, SAAC shall report to Council via the Chair
or Vice Chair of the Committee. (see attachment #1 - reporting

At the first meeting of the year, the Committee shall:

     elect a Chair and Vice Chair
     establish dates and times for regular meetings throughout the year
     review Terms of Reference
     generate an annual plan of activities

A meeting quorum shall be 3 committee members, of which 2 members
must be people with disabilities.

When deemed necessary the Committee may refer issues, projects etc.
to the established working subcommittees. Subcommittees may include
individuals who are not members of SAAC, for example city staff, but
the chair of the subcommittee must be a SAAC member as legislated in
the ODA.

Minutes of meetings will be recorded and will be amended as necessary
and adopted at the following meeting.

Meetings shall be conducted with an agenda that is approved by

Meetings will be open to the public with public delegations welcomed.
Delegations are required to notify the Accessibility Coordinator at least
1 week in advance to ensure they are placed on the agenda. If a
delegation wishes to address the Committee but has not reserved an
opportunity, they may do so at the discretion of the Committee.

The Committee may not respond immediately to the presentations by
delegations. Time will be taken to consider the points raised, to solicit
other points of view or data, and to formulate advice/recommendations
for discussions at a future meeting.

If the Committee is concerned that a subject matter under consideration
cannot be dealt with in an open forum, advice of the City Solicitor may
be sought before the matter is discussed. For consistency of message,
media inquiries should be directed to the Chair or Vice Chair of the

The Committee will strive for consensus on all issues. If consensus is
not reached, minority views are welcomed on any issue and will be
reflected in the minutes.

All motions properly put before the Committee shall be voted upon. All
members will have one vote and a simple majority carries the motion. A
tie vote is lost. As a full member the Chair is entitled to vote on any

Members having a pecuniary interest in any issue under consideration
by the Committee shall declare the conflict of interest to the Chair at the
beginning of the meeting or at the earliest time known and shall not
discuss or vote on the issue.

A recommendation to amend the Terms of Reference can be made by a
motion endorsed by at least two thirds of the membership of the
Committee, however such changes to the Terms of Reference must
comply with the AODA and such changes must be approved by Sarnia
City Council.

                            City Staff Support

The Committee shall be aligned with the Accessibility Coordinator. This
person will be the conduit to provide administrative, procedural and/or
technical assistance. The Accessibility Coordinator will oversee all
requests, responses, involvement of various city departments and assist
in preparation of any reports, resolutions or replies as necessary. The
appropriate city staff will attend the meetings in an advisory capacity, as
determined by the agenda topics of the meetings.

                           Committee Budget

A small budget may be requested to cover on-going expenses and this
budget is to be administered by the Accessibility Coordinator. All
expenses must be approved by the Accessibility Coordinator. In
addition, as need arises, other funds may be requested from City
Council for special projects.

                            Job Descriptions


The Chair conducts Committee Meetings, establishes agendas, calls
meetings to order, monitors Committee Budget and is the Committee
Spokesperson to the media and City Council

Vice Chairperson

Assumes the responsibilities of the Chairperson in his/her absence.

Appendix C Organization Chart

                   CITY COUNCIL

     AND ADVISORY                 HUMAN RESOURCE
      COMMITTEE                       MANAGER

      AND ADVISORY                 ACCESSIBILITY
      SUBCOMMITTEE                 COORDINATOR

                                  STAFF STEERING

Appendix D: City of Sarnia Accessible Customer Service Policy
SECTION:                                                                             Policy:
SUBJECT:            Accessibility Standards for Customer Service                                    Page: 1
of 3
Superseded:                                                         New

To establish guidelines to ensure all City of Sarnia programs and services are accessible to everyone in
the community in accordance with Ontario Regulation 429/07 Accessibility Standards for Customer

The Corporation of the City of Sarnia is committed to providing quality goods and services that are
accessible to all persons.

The City of Sarnia will use reasonable efforts to ensure that its policies, practices and procedures are
consistent with the Accessible Customer Service principles of dignity, independence, integration and
equal opportunity.

This Policy applies to all persons who deal with members of the public or who participate in developing
the City’s policies, practices and procedures governing the provision of goods and services to the public;
including city staff, members of Council, volunteers, agents, contractors and all others who provide
services on behalf of the City.

The Corporation shall meet its duties and responsibilities under Ontario Regulation 429/07 by adhering to
the following principles and practices:

       I.      Training
               The City will ensure that all persons to whom this Policy applies receive training as
               required by the Accessibility Standards for Customer Service. The training will be
               tailored to suit each person’s interactions with the public and his or her involvement in the
               development of policies, procedures and practices pertaining to the provision of goods and

               The training shall include:

                              a review of the purposes of the Accessibility for Ontarians with Disabilities
                               Act, 2005;

                              the requirements of the Accessibility Standards for Customer Service
                               (Ontario Regulation 429/07);

SECTION:                                                                           Policy:
SUBJECT:          Accessibility Standards for Customer Service                                     Page: 2
of 3
Superseded:                                                        New

                            how to interact and communicate with persons with various types of

                            how to interact with persons with disabilities who use an assistive device or
                             require the assistance of a service animal or support person;

                            information on how to use equipment made available by the City to help
                             people with disabilities access goods and services;

                            what to do if a person with a disability is having difficulty accessing the
                             City’s goods or services; and

                            instructions on the City’s policies, procedures and practices pertaining to
                             the provision of goods or services to persons with disabilities.

              The training will be provided as soon as practicable upon an individual being assigned the
              applicable duties as well as on an ongoing basis as changes occur to the City’s policies,
              practices and procedures governing the provision of goods or services to persons with

              Records shall be kept indicating the date and training provided, and the number of
              individuals to whom it was provided.

      II.     Assistive Devices and other Measures that Assist with Accessibility
              A person with a disability may provide their own assistive device for the purpose of
              obtaining, using and benefiting from the City’s goods and services.

              In the event a person with a disability is hindered from accessing the City’s goods or
              services through the use of their own personal assistive device, the City may offer a person
              with a disability other reasonable measures to assist him or her in obtaining, using and
              benefiting from the City’s goods and services, where the City has such other measures

      III.    Service Animals
              A person with a disability accompanied by a service animal is permitted to enter the City
              of Sarnia premises with the animal unless the animal is otherwise excluded by law. Where
              a service animal is excluded by law, the City shall ensure that other measures are made
              available to enable the person with the disability to obtain, use or benefit from the goods
              and services.

SECTION:                                                                             Policy:
SUBJECT:           Accessibility Standards for Customer Service                                     Page: 3
of 3
Superseded:                                                         New

              Section 4(9) of the Accessibility Standards on Customer Service indicates that an animal is
              a service animal if (1) it is readily apparent that the animal is being used for reasons related
              to a person’s disability; or (2) if the person provides a letter from the doctor or nurse
              confirming that the animal is required for reasons relating to the disability.

      IV.     Support Persons
              When a person with a disability is accompanied by a support person, the City will ensure
              that both persons are permitted to enter any facility, and that the person with a disability is
              not prevented from having access to the support person.

               A support person, when assisting a person with a disability to obtain, use or benefit from
              the City’s goods and services, will be permitted to attend at no charge where an admission
              fee is applicable.

      V.      Notice of Temporary Disruptions
              The City of Sarnia will give notice of temporary disruptions to services or facilities used
              by persons with disabilities including the reason(s) for the disruption, the anticipated
              duration of the disruption and alternative facilities or services that may be available. The
              notice shall be posted in a conspicuous place on the premises of the facility or by other
              reasonable methods, as appropriate.

              When the disruption is planned, advanced notice will be provided.

      VI.     Feedback
              Feedback may be provided on the accessibility of the provision of goods and services by
              the City of Sarnia in the manner deemed most convenient to:

              Susan Weatherston
              Accessibility Coordinator
              255 North Christina Street,
              Sarnia, Ontario N7T 7N2
              Phone – 519-332-0330 ext. 307
              Fax – 519-332-8951
              E-mail –

              All feedback will be kept in strict confidence and will be used to improve customer

              The Accessibility Coordinator will consult with the Advisory Committee regarding
              feedback and on improvements to customer service.

Appendix E: Request for Document in Alternative Format

The City of Sarnia is committed to providing information in the format that meets your needs. If
you need information in an alternate format, please use this form and let us know what format
will work for you. Alternatively, call 519 332-0330 ext 307 to make your request by phone.




Telephone number: ____________________ Fax Number:_______________

Email Address:___________________________________________________

Name of document required: _______________________________________

Additional Description of Document: ________________________________

Format requested: e.g. Braille, html, text etc.. (Please indicate any specific technical needs.)

Date information is required: _______________________________________

Return this form to:

       The Accessibility Coordinator
       City of Sarnia
       255 Christina St North P.O. Box 3018
       Sarnia, ON N7T 7N2

Internal Use – to be completed by Accessibility Coordinator
Date Received       Department contact                 Date completed

Appendix F: Request for Feedback

                              City of Sarnia Feedback Form
Thank you for taking the time to share your feedback with the City of Sarnia.

Your comments are important because we want to make your experience with the City of Sarnia
the best it can be.

Please tell us about your experience with accessibility at the City of Sarnia. Submit the following
information to any City facility or
mail it to the Accessibility Coordinator at the address at the end of this page.

Please tell us

Building or Department visited

Address of the department visited

The date of your visit:                           Time of Visit

What services were you looking for?

Was our service provided to you in an accessible manner?

What could the City of Sarnia do to make it easier for you to access our goods and services?

Would you like to be contacted? Yes          or             No

If yes, Would you like to be contacted by:         Mail     Phone   or E-mail

Complete only if you need a reply. Please give us your:

First Name:

Last Name:


City:                                            Province:

Postal Code:

Phone (daytime):


The City is collecting this information so that we can respond to your feedback. If you have
questions about the collection or use and disclosure of your personal information, please
contact the Accessibility Coordinator.

Return this information to

         Susan Weatherston ,
         Accessibility Coordinator
         255 North Christina Street,
         Sarnia, Ontario N7T 7N2
         Phone 519-332-0330 extension 307
         Fax   519-332-8951                                                              or E-mail

Appendix G: Disability and Barriers

Definition of disability
The AODA adopts the broad definition for disability that is set out in the
Ontario Human Rights Code. “Disability” is:
  a. 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,
  b. a condition of mental impairment or a developmental disability,
  c. a learning disability, or a dysfunction in one or more of the
     processes involved in understanding or using symbols or spoken
  d. a mental disorder, or
  e. an injury or disability for which benefits were claimed or received
     under the insurance plan established under the Workplace Safety
     and Insurance Act, 1997.


What is a barrier?
A “barrier” is anything that prevents a person with a disability from fully
participating in all aspects of society because of his or her disability,
including a physical barrier, an architectural barrier, an informational or
communications barrier, an attitudinal barrier, a technological barrier, a
policy or a practice.
An example of each of the different kinds of barriers is shown below:
  Barrier type                     Example
                     A door knob that cannot be operated
Physical             by a person with limited upper-body
                     mobility and strength
                     A hallway or door that is too narrow
                     for a wheelchair or scooter
                     Typefaces that are too small to be
                     read by a person with low-vision
                     A professor who talks loudly when
                     addressing a deaf student

                     A receptionist who ignores a
                     customer in a wheelchair

                     A paper tray on a laser printer that
                     requires two strong hands to open
                     A practice of announcing important
                     messages over an intercom that
                     people with hearing impairments
                     cannot hear clearly

APPENDIX H: Complaints Process

Process for Handling Accessibility Concerns

                                - October 1, 2008 -
  1. Concern/complaint is received and deemed to be an accessibility barrier issue.

  2. On the forms provided to each department (copy attached) the upper portion of the
     form is completed and passed on to the Department Head of the policy area
     concerned with a copy to the Accessibility Coordinator.

  3. Department Head of the area concerned will look into the concern/complaint and
     decide what action should be taken within 10 working days, where possible.

  4. If it is a no cost or low cost item that can be dealt with quickly the action will be
     taken and documented on the form and sent back to the Accessibility Coordinator
     who will then pass it on to the SAAC.

  5. If it is an item which will require budgeted funds, the department head will indicate
     this on the form and send it back to the Accessibility Coordinator so that the
     committee can add it to their list for prioritization when determining their requests for
     the following year. The prioritized items for budget consideration must be submitted
     by the SAAC each year by July 31st, in order to be included in the upcoming year’s
     budget process.

  6. In either case, once a course of action is decided upon (within 10 working days
     where possible) the contact person should receive a response from the department
     head and a copy of the completed form sent on to the Accessibility Coordinator who
     will forward it on to the SAAC.

    Information Only [   ]                             Action Requested [    ]

RECEIVED BY: ______________________            ____________________ ___________
                    (name)                           (department)      (date)

Referred to the following area:
Community Services [ ] Public Works       [ ] Fire    [ ] Transit [ ]
Legal                  [ ] Human Resources [ ] Finance [ ] Planning [ ]
Engineering             [ ] City Manager   [ ] Police  [ ] Other   [ ]

Copy sent to Accessibility Coordinator [   ]

Contact Name: ______________________ Address: ___________________________
Phone Number: ______________________ Date of Contact: _____________________




Referred to (name): _____________________Date Referred:______________________

ACTION TAKEN: (within 10 working days where possible) NO or LOW COST [ ] FUTURE


SIGNATURE: _________________________ DATE: __________________________


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