Accessibility
Ontario Media Development Corporation
Policy on Accessibility Standards for Service to the Public
(PDF Version click here)
1. Policy statement
The following policy, practices and procedures have been established by the Ontario Media Development Corporation to govern the provision of its services in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and Ontario Regulation 429/07, Accessibility Standards for Customer Service.
The policy is intended to benefit the full range of persons with disabilities as defined in the Ontario Human Rights Code. Whether a person’s disability is apparent or not, everyone should be treated with courtesy, made to feel welcome, and have their need for accommodation respected whenever they interact with OMDC.
2. Our mandate
OMDC is an agency of the Ontario Ministry of Tourism and Culture. We are the central catalyst for the province’s cultural media cluster including book publishing, film and television, interactive digital media, magazine publishing and music industries.
OMDC promotes, enhances and leverages investment, jobs, and original content creation by:
a) contributing to the continued expansion of a business environment in Ontario that is advantageous to the growth of the cultural media industry and to the growth of new employment, investment and production opportunities in Ontario;
b) facilitating and supporting innovation, invention and excellence in Ontario ’s cultural media industry by stimulating creative production, format innovation and new models of collaboration among sectors of the cultural media industry;
c) fostering and facilitating co-operation among entities within the cultural media industry and between the public and private sectors to stimulate synergies in product development and the creation of products with original Canadian content;
d) assisting in the promotion and marketing of Ontario’s cultural media industry as a world-class leader;
e) administering provincial tax credit programs and such other programs and initiatives as may be required by legislation or a Minister of the Government of Ontario; and
f) acting as a catalyst for information, research and technological development in the cultural media industry provincially, nationally and internationally,
to help Ontario be recognized as a leading global jurisdiction to invest in, create, produce and enjoy original cultural media product.
3. Our commitment
In fulfilling our mandate we will strive at all times to ensure that our policies, practices and procedures are consistent with the principles outlined in the Accessibility Standards for Customer Service, specifically:
- Our programs and services must be provided in a manner that respects the dignity and independence of persons with disabilities;
- Persons with disabilities must be given the same opportunity provided to other members of the public to access our programs and services.
Persons with disabilities are encouraged to contact us to identify and discuss whether the provision of our programs and services could be provided in ways that would better take into account their disability. Please see Section 11 of this policy for more details on the feedback process.
4. Communication
We will communicate with persons with disabilities in ways that take into account their disability.
We will communicate with members of the public in person, in writing, by electronic mail, telephone, and through relay services.
We will train staff who communicate with the public on how to interact and communicate with persons with various types of disabilities.
5. Assistive devices
We are committed to serving persons with disabilities who use assistive devices to access our programs and services.
Our staff will be trained on any assistive devices available on our premises.
6. Use of service animals
Persons with disabilities may bring their service animal on the parts of our premises that are open to the public or other third parties. OMDC will ensure that all staff, volunteers and third parties dealing with the public are trained in how to interact with persons with disabilities who are accompanied by a service animal.
7. Use of support persons
Any person with a disability who is accompanied by a support person will be allowed to enter our premises open to the public or other third parties with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
We will not charge an event admission fee for support persons. This policy will (1) be included in information where event admission fees are published; and (2) posted at entrances and/or location(s) where fees are collected.
8. Notice of temporary disruptions
We will provide the public with notice in the event of a planned or unexpected disruption in the facilities or services used by persons with disabilities. This notice will include information about the reason for the disruption, how long the disruption is expected to last, and a description of alternative facilities or services, if available.
The notice will be placed at all public entrances and service counters on our premises. Depending on the nature of the disruption, notice will also be provided on outgoing telephone and on the OMDC website.
9. Training for staff
We will provide training on customer service to all employees who provide services, and who are involved in the development and approvals of customer service policies, practices and procedures. New staff and staff who commence new duties that involve interaction with the public or other third parties will undertake training as part of their orientation.
OMDC will provide staff with training that includes:
- A review of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Accessibility Standards for Customer Service;
- How to interact and communicate with persons with various types of disabilities;
- How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or a support person;
- How to use the equipment or devices available on the provider’s premises, or otherwise, that may assist with the provision of goods or services to persons with disabilities;
- What to do if a person with a disability is having difficulty in accessing OMDC goods and services; and
- OMDC policies, practices and procedures relating to the provision of goods or services to persons with disabilities.
Staff will be trained, as appropriate, on policies, practices and procedures that affect the way goods and services are provided to persons with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
10. Modifications to this or other policies
OMDC is committed to ensuring that its customer service policies, practices and procedures respect and promote the dignity and independence of all persons with disabilities. Therefore, no changes will be made to this policy before considering the impact on persons with disabilities.
Any OMDC operational policy affecting customer service that does not respect and promote the dignity, independence, integration and equal opportunity of persons with disabilities will be modified or revoked.
11. Feedback process
This policy exists to achieve service excellence to customers with disabilities. Comments are welcome and appreciated.
We will let the public know that methods are available for providing feedback. If a method is not suitable, individuals may request another method. Privacy will be respected and all feedback will be reviewed for possible action that can be taken to improve access to our programs and services.
Feedback should be directed to the OMDC’s Director of Business Affairs and Research, and will be addressed in accordance with our normal complaints administration procedures and timelines. Where possible, complaints will be addressed immediately, However, some complaints may require more time to address, and must be reviewed for action, possibly at a higher level.
We will endeavour to respond to complaints in a format that is accessible to the complainant.
12. Questions about this policy
Please direct questions and feedback about this policy, or requests for copies of this policy to:
Director, Business Affairs and Research
Ontario Media Development Corporation
175 Bloor Street East
South Tower, Suite 501
Toronto, ON M4W 3R8
Phone (416) 314-6858
Fax (416) 314-6876
Email: reception@omdc.on.ca
This policy is available in alternate formats upon request.
