HomeLife/Realty One Ltd., Brokerage

Independently Owned and Operated

 

501 Parliament Street                                                 71 Regent Park Blvd

Toronto, Ontario M4X 1P3                                        Toronto, Ontario M5A 3K2

Phone: 416-922-5533  Fax: 416-922-5808              Phone:  416-601-2121 Fax: 416-601-1495

info@homeliferealtyone.com                                      info@regentparklife.com

 

Accessible Plan and Policies for: HomeLife/Realty Brokerage.One Ltd.,

 

Statement of Commitment

 

HomeLife/Realty One Ltd., Brokerage is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005.

 

Intent

 

This policy is intended to meet the requirements of Accessibility Standards for Customer

Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision services to the public or other third parties.

 

All services provided by HomeLife/Realty One Ltd shall follow the principles of dignity, independence, integration and equal opportunity.

 

Scope

a) This policy applies to the provision of services at premises owned and operated by HomeLife/Realty One Ltd.

 

b) This policy applies to employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of HomeLife/Realty One Ltd., including when the provision of services occurs off the premises of HomeLife/Realty One Ltd., such as in: catering and third party marketing agencies.

 

c) The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of services that take place at premises owned and operated by HomeLife/Realty One Ltd.

 

d) This policy shall also apply to all persons who participate in the development of the HomeLife/Realty One Ltd., policies, practices and procedures governing the provision of services to members of the public or third parties.

 

Definitions

 

Assistive Device – is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.

 

Disability – the term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:

 

• 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;

• a condition of mental impairment or a developmental disability;

• a learning disability, or dysfunction in one or more of the processes involved in

  understanding or using symbols or spoken language;

• a mental disorder; or

• an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

 

Guide Dog – is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and increased independence for people who are blind.

 

Service Animal – as reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if:

 

• it is readily apparent that the animal is used by the person for reasons relating to   his or her disability; or

• if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

 

Service Dog – as reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other than a guide dog for the blind is a service dog if:

 

• it is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability;

• or the person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.

 

Support Person – as reflected in Ontario Regulation 429/07, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.

 

General Principles

 

In accordance with the Accessibility for Ontarians with Disabilities Act 2005 and Accessibility Standards for Customer Service, Ontario Regulation

429/07, this policy addresses the following:

 

A. The Provision of Services to Persons with Disabilities;

B. The Use of Assistive Devices

C. The Use of Guide Dogs, Service Animals and Service Dogs

D. The Use of Support Persons

E. Notice of Service Disruptions

F. Customer Feedback

G. Training

H. Information and Communications

I.  Employment

J.  Design of Public Spaces

K. Notice of Availability and Format of Required Documents

 

A. The Provision of Goods and Services to Persons with Disabilities

 

HomeLife/Realty One Ltd., will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

 

• ensuring that all customers receive the same value and quality;

• allowing customers with disabilities to do things in their own ways, at their own pace when accessing services as long as this does not present a safety risk;

• using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;

• taking into account individual needs when providing services; and

• communicating in a manner that takes into account the customer's disability.

 

B. Assistive Devices

 

Customer’s own assistive device(s):

Persons with disabilities may use their own assistive devices as required when accessing services provided by HomeLife/Realty One Ltd.

 

In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of services. For example, open flames and oxygen tanks cannot be near one another. Therefore, the accommodation of a customer with an oxygen tank may involve ensuring the customer is in a location that would be considered safe for both the customer and business. Or, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the customer.

 

C. Guide Dogs, Service Animals and Service Dogs

 

A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.

 

Exclusion Guidelines:

 

If a guide dog, service animal or service dog is excluded by law (see applicable laws below) HomeLife/Realty One Ltd will offer alternative methods to enable the person with a disability to access services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).

 

Applicable Laws:

 

Dog Owners' Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relating to banned breeds (such as pitbulls) and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails.

 

Recognizing a Guide Dog, Service Dog and/or Service Animal:

 

If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, HomeLife/Realty One Ltd., may request verification from the customer.

Verification may include:

 

• a letter from a physician or nurse confirming that the person requires the animal

for reasons related to the disability;

• a valid identification card signed by the Attorney General of Canada; or,

• a certificate of training from a recognized guide dog or service animal training

school.

 

Care and Control of the Animal:

 

The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.

 

Allergies:

 

If a health and safety concern presents itself for example in the form of a severe allergy to the animal, HomeLife/Realty One Ltd., will make all reasonable efforts to meet the needs of all individuals.

 

D. Support Persons

 

If a customer with a disability is accompanied by a support person, HomeLife/Realty One Ltd. will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.

 

There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations HomeLife/Realty One Ltd., will make every reasonable attempt to resolve the issue.

 

In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.

 

E. Notice of Disruptions in Service

 

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of HomeLife/Realty One Ltd., In the event of any temporary disruptions to facilities or services that customer's with disabilities rely on to access or use HomeLife/Realty One Ltd., services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

 

Notifications will Include:

 

In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:

 

• services that are disrupted or unavailable

• reason for the disruption

• anticipated duration

• a description of alternative services or options

 

Notifications Options:

 

When disruptions occur HomeLife/Realty One Ltd., will provide notice by:

• posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the HomeLife/Realty One Ltd.,website;

• contacting customers with appointments;

• verbally notifying customers when they are making a reservation or appointment; or

• by any other method that may be reasonable under the circumstances.

 

F. Feedback Process

 

HomeLife/Realty One Ltd., shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and notice of the process will be made available by feedback forms made available at all office locations as well as on our company website. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request.

 

Submitting Feedback:

 

Customers can submit feedback to:

 

Derek Boswick. Office/Human Resources Manager

Telephone: 416-922-5533

Email:  accessibility@ homeliferealtyone.com

Fax:     416-922-5808

 

Mail:    Attention: Accessibility

Office/Human Resources Manager

HomeLife/Realty One, Ltd.

 501 Parliament Street

Toronto, Ontario, M4X 1P3

 

Customers who wish to provide feedback can read our Feedback and Complaints Process posted on our website or speak to any HomeLife/Realty One, Ltd., employee.

 

 Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

 

G. Training

 

Training will be provided to:

 

a) all employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of HomeLife/Realty One, Ltd.

 

b) those who are involved in the development and approval of customer service policies, practices and procedures.

 

Training Provisions:

 

As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:

 

• A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.

• A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07.

• Instructions on how to interact and communicate with people with various types of disabilities.

 

Instructions on how to interact with people with disabilities who:

  • use assistive devices;
  • require the assistance of a guide dog, service dog or other service animal;  or
  • require the use of a support person (including the handling of admission fees).

• Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.

• Instructions on what to do if a person with a disability is having difficulty accessing your services.

• HomeLife/Realty One, Ltd., policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities. 

 

Training Schedule:

 

HomeLife/Realty One, Ltd., will ensure that all employees will be provided with the training needed to meet Ontario’s accessible laws by January 1, 2015

 

HomeLife/Realty One, Ltd., will provide training as soon as practicable. Training will be provided to all existing & new employees, volunteers, agents and/or contractors who deal with the public or act on our behalf during orientation/ staff training. Revised training will be provided in the event of changes to legislation, procedures and/or practices. 

 

Record of Training:

 

HomeLife/Realty One, Ltd., will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

 

H. Information & Communications

 

HomeLife/Realty One Ltd., is committed to meeting the communication needs of people with disabilities. We will consult with people with disabilities to determine their information and communication needs.

 

HomeLife/Realty One Ltd., has confirmed with their website provider, Real Web Solutions, that all website and contents conform with WCAG 2.0, Level A.

This was completed on December 2, 2013 before the January 1, 2014 Deadline.

 

HomeLife/Realty One Ltd., will ensure that existing feedback procedures are accessible to people with disabilities by January 1, 2015.

 

HomeLife/Realty One Ltd., will make all publicly available information accessible to people with disabilities upon request by January 1, 2016.

 

HomeLife/Realty One Ltd., will make sure that all websites and content conform with WCAG 2.0 Level AA by January 1, 2021. Updates will be made as they become available.

 

I. Employment

 

HomeLife/Realty One Ltd., is committed to fair and accessible employment practices.

 

HomeLife/Realty One Ltd., will accommodate people with disabilities during the recruitment & assessment process and when people are hired by following all of the guidelines previously mentioned in this policy.

 

HomeLife/Realty One Ltd., will ensure the accessibility needs of employees with disabilities are taken into account when using performance management, career development and redeployment processes.

 

HomeLife/Realty One Ltd., will develop and put in place a process for developing in individual accommodation plans and return to work policies for employees that have been absent due to a disability.

 

HomeLife/Realty One Ltd., will take the necessary steps to prevent and remove other accessibility barriers as they arise, and will do so in a timely manner.

 

J. Design of Public Spaces

 

HomeLife/Realty One Ltd., will take the following steps the meet the Accessibility Standards for the Design of Public Spaces when building or making major renovations. Public spaces include:

  • Recreational trails/beach access routes
  • Outdoor public eating areas
  • Outdoor parking spaces
  • Outdoor paths of travel: like sidewalks, ramps, stairs, curb ramps
  • Accessible off street parking
  • Service-related elements like service counters, fixed queuing lines and waiting areas.

 

Notice of Availability and Format of Documents

 

HomeLife/Realty One, Ltd., shall notify customers that the documents related to the Accessibility for Ontarians with Disability Act  are available upon request and in a format that takes into account the customer's disability. Notification will be given by posting the information in a conspicuous place owned and operated by HomeLife/Realty One, Ltd., the HomeLife/Realty One, Ltd., website and/or any other reasonable method.

 

Administration

 

If you have any questions or concerns about this policy or its related procedures please contact:

 

Derek Boswick.

Telephone: 416-922-5533

Email:  accessibility@ homeliferealtyone.com

Fax:     416-922-5808

Mail:    Attention: Accessibility

 

Office/Human Resources Manager

HomeLife/Realty One, Ltd.

501 Parliament Street

Toronto, Ontario, M4X 1P3

 

This policy and its related procedures will be reviewed as required in the event of legislative changes

Contact Me

HomeLife/Realty One Ltd., Brokerage
HomeLife/Realty One Ltd., Brokerage Independently owned and operated
501 Parliament Street
Toronto, Ontario   M4X 1P3

Toll-Free: 1-866-242-5641Phone: 416-922-5533Fax: 416-922-5808
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