Customer Service Accessibility Policy

Providing Employment and Goods and Services to People with Disabilities

FunctionAbility Rehabilitation Services is committed to excellence in serving all clients.

Hiring Practices

FunctionAbility welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

During the hiring process, we will let job applicants know when they are selected for an interview that accommodations will be provided. If an applicant or successful candidate requests an accommodation, we will discuss their needs with them and make adjustments to support them.

Assistive devices

We will ensure that our staff is trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods and services.


We will communicate with people with disabilities in way that take into account their disability. We will make written information and other forms of communication accessible, upon request.

Service animals and Support persons

Our premises are fully equipped and available for those with disabilities that are accompanied by service animals or may have a support person.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for clients with disabilities, any clients that have scheduled to come into our premises that may have a disability will be notified promptly by the Office Manager.


FunctionAbility Rehabilitation Services Inc. will provide accessible customer service training to all employees, volunteers and others who deal with the public or other third parties on our behalf.

Staff will be trained on Accessible Customer Service within 1 week of being hired.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements for customer services standard.
  • FunctionAbility Rehabilitation Services’ plans related to the customer service standard.
  • How to interact and communicate with people with various types of disabilities.
  • How to interact with people 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 and services to people with disabilities.

Staff will also be trained when changes are made to our accessible customer service plan.

Feedback process

Customers who wish to provide feedback on the way FunctionAbility Rehabilitation Services provides services to people with disabilities can provide feedback in the following way(s):

All feedback, including complaints will be addressed by the Executive Director, and as necessary will be addressed by Leadership Team during monthly meeting.

Clients can expect to hear back within 10 days.

Notice of availability

FunctionAbility Rehabilitiaton Services will notify the public that our documents related to accessible customer service, are available upon request by posting a notice on our website at www.function-

Modification to this or other policies

Any policy, practice or procedure of FunctionAbility Rehabilitation Services Inc. that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.