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Providing goods and service to people with disabilities

The mission of OMVIC:

We will take pride in the results of our commitment to a fair marketplace, achieved through innovation, enforcement and excellence in service.

In fulfilling this mission, OMVIC strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

OMVIC is committed to excellence in serving all customers including people with disabilities. We will train all OMVIC staff on how to interact and communicate with people with various types of disabilities.

Assistive devices

We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.


OMVIC is committed to communicating with people with disabilities in ways that take account their disability.

Use of service animals

We welcome people with disabilities and their service animals. Service animals are allowed on our premises.

Support persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Notice of temporary disruption

OMVIC will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

The notice will be placed at the service counter on our premises.

If the disruption is long-term, OMVIC will post an announcement on the organization website to inform all customers of the location, duration of the disruption and alternate solutions.

Training for staff

OMVIC will ensure training to all employees. This training will include the following:

  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • OMVIC’s plan related to the customer service standard.
  • How to interact and communicate with people with various types of disabilities.
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person.
  • Familiarize employees with personal assistive devices and train employees on how to use devices on premise that may help with the provision of goods or services to people with disabilities.
  • What to do if a person with a disability is having difficulty in accessing OMVIC’s goods and services.

Staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Feedback process

The ultimate goal of OMVIC is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcomed and appreciated. Feedback regarding the way OMVIC provides goods and services to people with disabilities can be made by email at or by contacting OMVIC.

Customers can expect to hear back from the OMVIC within five business days.

Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures.

Modifications to this or other policies

Any policy of OMVIC that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.