All Ontario Recycling is committed to delivering inclusive and respectful customer service to all visitors, including individuals with disabilities. Our mission is to ensure equitable access and interaction across all touchpoints—whether in person, online, or over the phone.
This plan applies to every aspect of customer interaction:
In-person communications at physical locations, events, or meetings
Telephone and live chat support
Written communications, including emails, forms, printed materials, and correspondence
Digital services, such as our website and customer portals
We are guided by five key principles to deliver accessible and equitable customer service:
| Principle | Description |
|---|---|
| Respect & Dignity | Treat all individuals—regardless of ability—with courtesy and equality. |
| Independence | Empower customers to access services independently, unless support is requested. |
| Flexibility | Adapt to different communication needs, formats, and technologies. |
| Responsiveness | Respond promptly and appropriately to accessibility requests. |
| Accountability | Continuously evaluate and enhance our services to meet accessibility standards. |
We offer multiple accommodations to ensure everyone’s needs are met comfortably:
Alternate Formats: Provide materials in large print, braille, accessible PDFs, and plain language.
Support Persons: Allow customers to be accompanied by a support person at any in-person interaction.
Assistive Technology: Permit the use of assistive devices (e.g., hearing aids, screen readers, magnifiers) during service delivery.
Live Captioning & Interpreters: Arrange captioning or sign-language interpretation upon request.
Telephone Accessibility: Offer support via voice, text relay, or email — based on individual preferences.
To deliver accessible service consistently:
All staff receive training on disability awareness, communication strategies, and assistive technologies.
Continuous learning ensures employees stay current with best practices and legal requirements.
Staff receive resources, guides, and support to implement accessibility accommodations effectively.
We welcome feedback to continuously improve our services:
Submission
Customers can submit feedback through:
Phone: 705-721-1412
Acknowledgement
Feedback will be acknowledged within 5 business days.
Resolution
We aim to resolve issues or provide updates within 10 business days. If more time is needed, we’ll communicate clearly and provide a revised timeline.
We conduct regular audits to assess service accessibility and identify areas for enhancement.
Adjust services based on performance data, feedback, and evolving standards.
Publicly communicate progress through annual accessibility updates or reports.
When partnering with vendors or third-party providers:
We request or require that their services are accessible and inclusive, in alignment with WCAG 2.1 AA and other applicable standards.
Accessibility is considered in vendor selection, contracts, and ongoing assessments.
