Accessibility Policy


This Accessibility Policy was created in accordance with Accessibility Standards for Customer Service and the Integrated Accessibility Standards regulatory requirements under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) for the operations of Plan Group Inc. (Plan Group).

Plan Group is committed to providing our services and employment practices in a way that respects the dignity and independence of persons with disabilities. This commitment will be integrated wherever possible to ensure that persons with disabilities will benefit from the same services and employment opportunities, in the same place and in a similar way as other clients, employees and members of the public.

Plan Group is committed to ensuring that our clients, employees and members of the public receive equitable access and treatment, without unfair discrimination and receive accommodation where required, in accordance with the provisions of the Human Rights Code and AODA and its Regulations. It is our commitment that, Plan Group will meet the accessibility needs of persons with disabilities in a timely manner.

This policy applies to all individuals entitled to the protections set out in AODA and its Regulations, including clients, the public and employees of Plan Group Inc. As legislation changes and develops, Plan Group Inc. will review and amend its policies, practices and procedures, as necessary.

For complete definition of disability, and other definitions, see section “Definitions” on page 7 of this policy.

Part 1: Client service philosophy

Plan Group’s goal is to deliver exceptional client services. We endeavour to service our clients in a manner that reflects the principles of dignity, independence, integration and equal opportunity. Our commitment is to provide all clients and members of the public, including those living with disabilities, the same opportunity to access our goods and services and benefit from those goods and services in the same place and in a similar way.


Plan Group will provide training to those members of its staff who interact with members of the public or clients on Plan Group’s behalf. Training will also be provided to individuals who develop Plan Group’s policies, practices and procedures governing the provision of goods or services to members of the public or Plan Group clients.

Training will be provided to individuals as soon as practicable upon assignment of the applicable duties. Training will be provided on an ongoing basis in connection with changes to the policies, practices, and procedures governing Plan Group’s provision of goods and services to persons with disabilities. Plan Group shall keep records of the training provided including the dates on which the training is provided and the number of individuals to whom it is provided.

Service animal

Where an individual with a disability is accompanied by a guide dog or other service animal, Plan Group shall ensure that the person is permitted to enter publicly accessible premises owned or operated by Plan Group Inc., with the animal; and to keep the animal with them, unless the animal is otherwise excluded by law from those premises. If a service animal is excluded by law from premises owned or operated by Plan Group Inc., then Plan Group shall ensure that other measures are available to enable the person with a disability to obtain, use or benefit from Plan Group services.

Support persons

Where an individual with a disability is accompanied by a support person, Plan Group shall ensure they are both permitted to enter publically accessible premises owned or operated by Plan Group Inc. and that the person with a disability is not prevented from having access to the support person while on those premises. Plan Group may require a person with a disability to be accompanied by a support person when on premises owned or operated by Plan Group Inc., to which the client or the public would have access but only if a support person is necessary to protect the health and safety of the person with a disability or the health and safety of others on those premises.

Notice of temporary disruption

Plan Group will provide affected clients with notice in the event of a planned or unexpected disruption in the facilities or services usually used by persons 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. Notice of a service disruption will be placed in a conspicuous area and/or communicated by any method deemed to be reasonable under the circumstances.

Part 2: Information and communication standards

The Information and Communication Standard outlines requirements for organizations to create, provide and receive information and communications in ways that are accessible for people with disabilities.

Communication and feedback process

Plan Group’s Accessibility Policy outlining our organizational commitment to accessibility is available to the public on our Plan Group Inc. website and can be obtained in an accessible format upon request.

Plan Group encourages members of the public, clients and/or their representatives who wish to provide feedback or request information in an accessible format to contact our Human Resources department directly by any of the following means;

By telephone:


Regular mail:
Plan Group Inc.
2740 Steeles Avenue West
Vaughan, Ontario L4K 4T4
Attention: Human Resources

Individuals can expect to receive a response from one of our Plan Group representatives within three (3) business days. Any concerns with respect to accessibility will be addressed according to Plan Group’s regular complaint management procedures.

Accessible formats and communication support

Plan Group, upon request and where possible, will provide information and communication in an accessible format or with appropriate communication supports as soon as practicable. When an individual requests an accessible format or communication support, Plan Group will consult with the person to determine their accessibility needs to determine the most appropriate accessibility format or communication supports, given the needs of the person and the organizations’ capability to deliver. Accessible format and/or communication supports will be made available at no greater fee than is commonly charged to the public and/or at no cost if document is commonly available at no cost to the public.

In the event that the format is difficult or impossible to convert into an accessible format, Plan Group will consult with person requesting the information or communication to determine if it is possible to provide it in an accessible format or with appropriate communication supports. If deemed impossible to convert, Plan Group will provide an explanation including description of context to the person requesting the information.

Emergency procedures, plan or public safety information

Where emergency procedures, plans and public safety information is made available to the public Plan Group will ensure such documents are available in an accessible format or with appropriate communication support, as soon as practicable, upon request.

Accessible websites and web content

Plan Group will, except where impracticable, ensure that its website(s) that are accessible to members of the public conform to the applicable requirements of the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 by the dates specified in applicable provincial legislation. We endeavour to take reasonable steps to overcome barriers that people with disabilities might encounter when using our website.

Part 3: Employment standards

Plan Group is committed to removing barriers across the employment life cycle to ensure our workplace is accessible and allows for our employees to reach their full potential.

Recruitment, assessment & selection process

Plan Group will notify our employees and the public about the availability of accommodation for applicants with disabilities during our recruitment processes. Accommodations will be provided, on request, to support the applicant in all aspects of the recruitment and selection process.

If an applicant has requested an accommodation, a Plan Group representative will consult with the applicant and provide or arrange for a suitable accommodation in a manner that takes into account the applicant’s accessibility needs.

Informing employees of supports

Plan Group will inform our employees, as soon as practicable, of our policies used to support individuals with disabilities, including but not limited to, policies on the provision of job accommodations that take into account an employee’s accessibility needs.

Accessible formats & communication supports for employees

Plan Group will consult with employees who have requested information, in order to provide them with the accessible format and communication supports they require to do their job effectively and provide them with the information that is generally available to all employees in the workplace.

Workplace emergency response information

Plan Group will provide individual workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary and Plan Group is aware of the need for accommodation due to the employee’s disability.

If an employee who receives individualized workplace emergency response information requires assistance and with the employee’s consent, Plan Group will provide, as soon as practicable, the workplace emergency response information to the person designated by the employer to provide assistance to the employee.

Plan Group will review the individualized workplace emergency response information,

  1. When the employee moves to a different location in the organization;
  2. When the employee’s overall accommodation needs or plans are reviewed; and
  3. When the Plan Group reviews its general emergency response policies.

Documented individual accommodation plans

Plan Group will work with employees requiring accommodation to develop an individual accommodation plan which takes into account the individual’s accessibility needs. Plan Group will take all necessary steps to protect the privacy of the employee’s personal information.

Individual accommodation plans will be reviewed during the annual Performance Management Process to ensure it remains relevant and on occasion when the employee has a change in position or take on additional responsibilities.

Return to work process

Plan Group will develop and have in place a return to work process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work and will document the process.

The return to work process will outline the steps we endeavour to take to facilitate the safe return to work of individuals who were absent as a result of their disability and include their individual accommodation plan.


Multi-Year Accessibility Plan


For the purpose of this Policy, the following terms have the meanings indicated:

AODA defines “Disability” as:

(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 a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,

(d) a mental disorder, or

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

Service animal” means, for a person with a disability, an animal if:

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

(b) the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

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 or medical needs or with access to goods or services.

“Integrated Accessibility Standard Regulation” establishes accessibility standards and requirements for Information and Communications, Employment, Transportation and Design of Public Spaces and the compliance framework for public, private and not-for-profit organizations.

 “Information” refers to knowledge, data and facts that convey meaning and that exist in any format such as text, audio, digital or images.

“Communications” refers to the interaction between two or more people or entities when information is provided, sent or received.

“Performance Management” means activities related to assessing and improving employee performance, productivity and effectiveness, with the goal of facilitating employee success.

“Career Development and Advancement” includes providing additional responsibilities within an employee’s current position and the movement of an employee from one job to another in an organization that may be higher in pay, provide greater responsibility or be at a higher level in the organization or any combination of them and, for both additional responsibilities and employee movement, is usually based on merit or seniority, or combination of them.