AODA – Integrated Accessibility Standards Regulation (IASR) Customer Service Policy 

LUMINOR is committed to excellence in serving and providing goods, services or facilities to all customers including people with disabilities. 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 goods and services, as long as this does not present a health and 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 accommodation needs when providing goods and services; and 

  • Communicating in a manner that considers the customer’s disability. 

  • Allowing persons with disabilities may use their own assistive devices as required. 

  • Welcoming people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public and third parties. 

  • Ensuring that if a customer with a disability is accompanied by a support person, both persons may enter the premises together and that the customer is not prevented from having access to the support person. the company will not charge the support person any fees or fares. 

In the event of any temporary disruptions to facilities or services, reasonable efforts will be made to provide advance notice. LUMINOR will provide notice by posting notices in conspicuous places, including the company website if applicable, and contacting customers with appointments. 

Customers who wish to provide feedback on access can do so with the LUMINOR web site contact information. This information will be directed to the Human Resources Manager and responded to within 30 days. 

We are committed to training all staff and volunteers in accessible customer service, other Ontario’s accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities. 

Training will be provided to: 

  • Every associate of or a volunteer with LUMINOR; 

  • Every person who participates in developing the policies of LUMINOR; and 

  • Every other person who provides goods, services, or facilities on behalf of LUMINOR. 

 

Training will cover all requirements outlined in the Accessibility for Ontarians with Disabilities Act, 2005 as well as LUMINOR’s related policies and procedures. We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies. 

 

Multi-Year Accessibility Plan 

Introduction and Statement of Commitment 

LUMINOR Environmental Inc. (LUMINOR) is committed to meeting its obligations under the Accessibility for Ontarians with Disabilities Act (the “AODA” or the “Act”) and the related Integrated Accessibility Standards Regulations (the “IASR”).  

LUMINOR is committed to providing an accessible workplace, treating all people in a way that allows them to maintain their dignity and independence.  

LUMINOR is committed to fulfilling its obligations under the AODA, which aims to create a barrier-free Ontario by 2025. This multi-year accessibility plan outlines our strategies to identify, prevent, and remove barriers to accessibility within our organization. The plan will be reviewed and updated by LUMINOR at least once every five (5) years, and as required. 

Establishment of Accessibility Policies and Plans 

  • Completed by December 31, 2019: Develop, implement, and maintain a policy governing how the organization will achieve accessible employment.  

  • Completed by December 31, 2021: Develop, implement, and maintain a policy governing how the organization will achieve accessible customer service. 

  • Completed by December 31, 2023: Establish, implement, and maintain a Multi-Year Accessibility Plan. 

  • Completed by December 31, 2023: Include within its Multi-Year Accessibility Plan a statement of commitment to meet the accessibility needs of persons with disabilities in a timely manner. 

  • Completed by December 31, 2023: Make the Accessibility policy and Multi-Year Accessibility Plan available to the public on the LUMINOR website and available in accessible formats upon request. 

Training 

  • Completed by December 31, 2020: Provide training on the requirements of the IASR and AODA to the following individuals: associates, volunteers, any others who may be acting on LUMINOR’s behalf in dealing with the public or any other third parties, and to all people who are involved in the development of LUMINOR’s policies. 

  • Completed by December 31, 2020: Maintain records of the dates when training is completed and the individuals who completed the training.  

 

Information and Communications Standards 

  • Completed by December 31, 2023: Make LUMINOR’s website conform with WCAG 2.0 Level AA. 

  • Completed by December 31, 2023: Put a statement on the website about the availability of accessible formats and communication supports and, upon request, provide or arrange for the provision of accessible formats in a timely manner. 

  • Completed by December 31, 2023: Ensure that the processes for receiving and responding to feedback are accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communications supports, upon request. 

Employment Standards 

Recruitment 

  • Completed by December 31, 2019: On LUMINOR job postings, specify that accommodations are available for applicants with disabilities. 

  • Completed by December 31, 2019: Inform applicants selected to participate in an assessment or selection process that accommodations are available during the recruitment process, upon request, in relation to materials and processes to be used. 

  • Completed by December 31, 2019: Upon request, consult with the applicant and arrange for suitable accommodation. 

  • Completed by December 31, 2019: Notify the successful applicant, when making offers of employment, of its policies for accommodating associates with disabilities. 

 

Informing Associates of Supports 

  • Completed by December 31, 2019: Inform associates and new hires (as soon as practicable) of LUMINOR’s policies to support associates with disabilities and keep associates up to date on changes to these policies. 

  • Completed by December 31, 2019: Upon request from an associate with a disability, and further consultation with the associate, provide suitable accommodation needed by the associate to perform their job. 

 

Documented Individual Accommodation Plans / Return to Work Process  

  • Completed by December 31, 2023: Develop a written process for the development of individual accommodation plans. 

  • Completed by December 31, 2023: Review and adapt the return-to-work process for associates who have been absent due to a disability; the process shall outline the steps LUMINOR will take to facilitate the associate’s return to work and use the associate’s individual accommodation plan as part of that process. 

 

Performance Management, Career Development and Redeployment 

  • Completed by December 31, 2019: Consider the accessibility needs of associates with disabilities when utilizing LUMINOR’s performance management processes, considering career development and advancement opportunities and redeployment of its associates with disabilities. 

  • Completed by December 31, 2023:  Include individual accommodation plans in the organization’s performance management process considering career development and advancement opportunities and redeployment of its associates with disabilities. 

Reporting and Compliance 

  • Ongoing: Prepare and submit accessibility reports as required by AODA guidelines. 

LUMINOR is dedicated to achieving and maintaining accessibility standards in compliance with the AODA. This multi-year plan reflects our commitment to creating an inclusive environment where everyone, regardless of abilities, can fully participate, in alignment with the AODA's vision for a barrier-free Ontario. 
 

This document is available in an alternate format, upon request.