Accessibility
Vela Software International Inc., and each of its operating groups, business units and other operations are committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows and supports them to maintain their dignity and independence. Our organization values inclusion and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005 (Ontario) (“AODA”) and Ontario’s accessibility laws.
Accessibility for Ontarians with Disabilities Act
We are committed to working towards full compliance with current standards under the AODA. The purpose of AODA is to move organizations in Ontario forward on accessibility with the long-term goal of a barrier-free Ontario.
Visit the Government of Ontario website for more information about Accessibility for Ontarians with Disabilities.
Our Plan
Our Multi-Year Accessibility Plan outlines our strategy and the actions that have been taken to prevent and remove barriers to accessibility and to meet the requirements under the AODA. The Plan focuses on our initiatives in respect of the Accessibility Standards outlined in the Accessibility Standards Regulation, Ontario Regulation 191/11 that deal with: Information and Communications, Employment, Customer Service, and the Design of Public Spaces. For more information, download our Multi-Year Accessibility Plan.
Feedback
If you’d like to submit an inquiry or provide feedback regarding accessibility, please contact us:
- Vela People Operations: people@velasw.com
- Head Office: 360 Adelaide St W UNIT 500, Toronto, ON M5V 1R7
Accessibility Customer Service Plan
Purpose
Vela Software International Inc[1.1]. and each of its operating groups, business units and other operations (“Vela”) is committed to fostering a positive customer service environment in serving all customers, including those with disabilities. Vela will strive to provide services in a manner consistent with the principles of ensuring respect, self-reliance, inclusivity, and equitable access.
SCOPE
Applicability to Representatives
This policy applies to all Vela employees, contractors, and agents who interact with the public or third parties on behalf of Vela.
Service Animals
Provisions regarding guide dogs, service animals, and service dogs apply exclusively to the delivery of goods and services at Vela-owned and operated premises.
Policy Development
The requirements outlined in this policy also extend to individuals involved in creating or influencing Vela’s policies, practices, and procedures related to providing goods and services to the public or third parties.
DEFINITIONS[2.1][2.2]
- 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 refers to:
- 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 dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
- d. a mental disorder;
- e. an injury or disability for which benefits were claimed or received under an insurance plan established pursuant to applicable law; or
- f. such other conditions or disabilities as may be defined in applicable laws or standards (for example, accessibility or similar legislation or human rights codes).
- Guide Dog – is a trained working dog that has been 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 – an animal is a service animal for a person with a disability if:
- a. the animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, as a result of visual indicators such as the vest or harness worn by the animal; or
- b. the person provides documentation from one of the following regulated health professionals confirming that the person requires the animal for reasons relating to the disability:
- (i) A member of the College of Audiologists and Speech-Language Pathologists of Ontario.
- (ii) A member of the College of Chiropractors of Ontario.
- (iii) A member of the College of Nurses of Ontario.
- (iv) A member of the College of Occupational Therapists of Ontario.
- (v) A member of the College of Optometrists of Ontario.
- (vi) A member of the College of Physicians and Surgeons of Ontario.
- (vii) A member of the College of Physiotherapists of Ontario.
- (viii) A member of the College of Psychologists of Ontario.
- (ix) A member of the College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario. Service Dog – a dog, other than a guide dog for the blind, is a service dog if:
- a. it is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability; or
- b. 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 – 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 with access to goods, services or facilities.
PRINCIPLES
A. The Provision of Goods and Services to Persons with Disabilities
Vela 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:
- a. ensuring that all customers receive the same value and quality;
- b. allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
- c. 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;
- d. taking into account individual needs when providing goods and services; and
- e. communicating in a manner that takes into account the customer’s disability.
B. The Use of Assistive Devices
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Vela, unless such devices present a safety risk or where accessibility may be an issue.
In cases where the assistive device presents a safety risk or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and 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 Vela and its employees, agents and contractors. 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. The Use of Service Animals, Guide Dogs and Service Dogs
People with disabilities and accompanied by their guide dog, service dog or other service animals will be welcomed onto Vela’s premises.
There may be rare circumstances where, for reasons of health and safety of another person, allowing a person with a disability to enter the premise accompanied by a guide dog, service dog or other service animal needs to be considered. An example of such a situation may include where a person is allergic to animals and adversely affected if they are in close proximity to such an animal. If necessary, a risk assessment will be conducted by Vela.
The person accompanied by a guide dog, service dog or other service animal is responsible for maintaining care and control of the guide dog, service dog or other service animal at all times, including ensuring the safety and clean-up of the animal.
D. The Use of Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on Vela’s premises.
In situations where confidential information may be discussed, consent will be obtained from the customer, prior to any such conversation occurring in front of the support person.
E. Notice of Service Disruptions
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, for example, wheelchair accessibility, reasonable efforts will be made for customers to be notified promptly or with advance notice.
Notifications will be clearly posted and 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 in conspicuous places including at the point of disruption and entrances to the building as well as on Vela’s website.
F. Customer Feedback
Vela will provide customers the opportunity to give feedback on the provision of goods and services to people with disabilities. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written or email) will be available upon request.
All feedback will be directed to Vela People Operations (People@velasw.com) or Local Human Resources.
Where possible, feedback will be addressed immediately. In some cases, feedback may require more review before an action is taken and Vela will respond as soon as possible in such circumstances.
G. Training
Vela will provide training to all employees and those involved in the approval of customer service policies, practices and procedures.
All Individuals will be trained including: Executives, Management and Non-Management employees and training will be provided to new employees within the first three months of their employment.
Training will include:
- a. A review of the purpose of any applicable accessibility or similar legislation and the requirements thereof;
- b. Vela’s policy and to provide accessible service to people with disabilities;
- c. Instructions on how to interact and communicate with people with various types of disabilities; and
- d. How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
Employees will also be trained when changes are made to this policy.
H. Notice of Availability
Vela will notify the public that accessibility policies are available upon request by visiting Vela’s website[3.1][PR3.2] or requesting a copy from your local Human Resources or Vela People Operations in a format that takes into account the person’s disability.