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Accessible Customer Service Policy


This policy establishes practices and procedures to provide services to people with disabilities and addresses such elements as assistive devices, service animals, support persons, proper communication and training of Coltene SciCan employees. It is also intended to set a foundation of expectations while meeting the requirements under the Accessibility for Ontarians with Disabilities Act, 2005.

Policy Statement

Coltene SciCan is committed to excellence in serving all customers including people with disabilities. The purpose of this policy is to confirm our intention to provide services to people with disabilities in a manner that is consistent with the principles of dignity, independence, integration and equal opportunity.

The customer service standard ensures that accessibility will be part of Coltene SciCan’s every day service delivery and will ensure that our premises are accessible to all. Any Coltene SciCan policies that address accessibility for people with disabilities will reflect Coltene SciCan’s commitment to providing accessible services.


Disability means,

  • 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,
  • a condition of mental impairment or a developmental disability,
  • a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
  • a mental disorder, or
  • a workplace injury or disability for which benefits were claimed or received under the provincial Workers Compensation program.

Assistive device – is a tool, technology or other mechanism that enables a person with a disability to perform everyday tasks and activities such as moving, communicating or lifting.

Service animal – is an animal used by a person with a disability and for which it is either (i) readily apparent that it is used for that purpose or (ii) for which the person has a letter from a physician or nurse verifying that the animal is required for reasons relating to his or her 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.

Assistive Devices

Coltene SciCan will ensure that its employees are familiar with various assistive devices that may be used by customers with disabilities while accessing our services.


Coltene SciCan will communicate with people with disabilities in ways that take into account their disability. If any Coltene SciCan employee receives a request from a disabled person, the employee should make all reasonable efforts to accommodate the request. Should the employee not be able to accommodate the request, the issue must be brought to the attention of the employee’s manager in order that the concern is addressed appropriately.

Service Animals

Coltene SciCan welcomes people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public and to the extent permitted by law.

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

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Coltene SciCan will notify customers promptly by posting a notice. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

Services / Facilities include:
Handicap door access or elevator

The notice will be made publicly available at the following locations:
Main Entrance

Training for Employees

Coltene SciCan will provide training to all employees, and others who deal with the public or other third parties on their behalf. Training will also be provided to every person who participates in developing Coltene SciCan’s policies, practices and procedures governing the provision of services to members of the public or other third parties.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the * requirements of the customer service standard
  • Coltene SciCan’s Accessible Customer Service policy
  • 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
  • How to use the equipment or devices, available onsite or otherwise that may help with providing goods or services to people with disabilities What to do if a person with a disability is having difficulty accessing Coltene SciCan’s services

Employees will also be trained when changes are made to Coltene SciCan’s Accessible Customer Service policy.

Manager’s Responsibilities

  • Ensure that a copy of this policy and all other related policies are provided to and reviewed with each new employee within one month of their start date.
  • Inform and train their employees on the specific accessibility devices, considerations and procedures at their specific location within one month of the policy’s effective date, or within one month of their start date.
  • Immediately document and track training completed by each of their employees regarding the Accessible Customer Service Policy.
  • Comply with the policy.

Employee’s Responsibilities

  • Read and understand Coltene SciCan’s Accessible Customer Service Policy within one month of the policy’s effective date of, or within one month of their start date.
  • Complete the training associated with the Accessible Customer Service Policy within one month of the policy’s effective date or within one month of their start date.
  • Comply with the policy.

Feedback Process

Anyone who wishes to provide feedback on the way Coltene SciCan provides services to people with disabilities can do so in person, by email, or in writing or by any other means, as required. Feedback via an online form is available on Coltene SciCan’s website.

Coltene SciCan commits to responding to all concerns in a timely manner. The feedback will be provided in a format that considers any accommodation required due to a disability. Complaints will be addressed according to Coltene SciCan’s regular complaint management procedures.

Policy Enforcement

Coltene SciCan reserves the right to take corrective action if any employee breaches this policy. Any employee found in violation of this Policy may be subject to discipline up to and including dismissal.

Effective Date: July 1, 2014 Rev. 1

Accessibility Feedback Form

Thank you for visiting At Coltene SciCan, we are dedicated to providing an accessible customer service experience to all of our visitors, in accordance with the accessibility for Ontarians with Disabilities Act (AODA). Your feedback provides a valuable opportunity for us to improve our web presence and services.
*required This form is solely for providing accessibility feedback. If you have other inquiries, please reach us through Contact Form