Accessible Customer Service Policy

Providing Goods and Services to People with Disabilities

The North Simcoe Muskoka Hospice Palliative Care Network (NSMHPCN) is committed to excellence in serving all customers including people with disabilities.

Assistive Devices

We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.


We will communicate with people with disabilities in ways that take into account their disability.

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.

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.  Fees will not be charged for support persons.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, NSMHPCN 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 placed on our front door at reception as well as on our website (notice will include a phone number to obtain staff support to open the door).

Training for Staff

NSMHPCN will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf.  Individuals in the following positions will be trained: all employees and volunteers. This training will be provided to staff within six months.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • NSMHPCN’s plan related to the customer service standard.
  • 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 Deaf Access.
  • What to do if a person with a disability is having difficulty in accessing NSMHPCN’s goods and services.
  • Staff will also be trained when changes are made to the plan.


Feedback Process

Customers who wish to provide feedback on the way NSMHPCN provides goods and services to people with disabilities can email the Executive Director, or tell any employee or volunteer.  All feedback will be directed to the Executive Director. Customers can expect to hear back in seven days.  Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications to this or other Policies

Any policy of NSMHPCN that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.