EdenPark Accessibility for Ontarians with Disabilities Act (AODA)

EdenPark Customer Service Policy



Eden Park Inc. (“EdenPark”) is committed to meeting its obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (the “Act”) and the related Integrated Accessibility Standard for Customer Service (the “Customer Service Standard”).


This Policy applies to all EdenPark employees, contractors and other persons who interact with employees, the public or third parties on EdenPark’s behalf. All entities are expected to comply with this Policy.

Statement of Commitment to Accessibility

EdenPark’s mission is to provide accessible services to people with disabilities in Ontario and ensuring that people with disabilities have the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

EdenPark is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act (AODA).

Providing Services to People with Disabilities

EdenPark is committed to excellence in serving all customers and members of the public including people with disabilities.


Employees are trained to communicate with people who have disabilities in a way that considers their disability and provide full accessibility through several communication methods including telephone, email, fax.

Assistive Devices

EdenPark will accommodate the use of personal assistive devices needed to access our services

Use of Service Animals and Support Persons

Welcoming people with disabilities who are accompanied by a support person or a service animal on the parts of its premises that are open to the public and accommodating the use of service animals by people with disabilities who are accessing our services unless the animal is otherwise excluded by law.

Notice of Temporary Disruption

EdenPark 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, the anticipated duration, 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.

Training for Staff

EdenPark provides training to employees on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities.

EdenPark is committed to the following Training procedures:

  • New employees will receive the necessary training upon their onboarding/orientation
  • All employees will receive ongoing training when changes to Policies, Process or Procedures have been made to improve the provisions of services to persons with disabilities
  • We will provide training to all employees, as and when required under the Legislation Training records will be kept in accordance

Training will include the following:

  • Applicable Laws – Accessibility for Ontarians with Disabilities Act, 2005 and the requirements for the Customer Service Standard
  • The purposes of the Legislation;
  • The requirement under the Legislation;
  • This accessible customer service policy; and
  • Any other content required under the Legislation.
  • Procedures on how to interact and communicate with people with various types of disabilities
  • Procedures on 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 at EdenPark that may help with the provision of services to persons with disabilities
  • What to do if a person with a disability is having difficulty in accessing EdenPark’s services
  • EdenPark’s Policies and Procedures relating to the Customer Service Standard


EdenPark’s goal is to meet and surpass customer expectations while serving customers with disabilities. Feedback including questions, concerns or complaints regarding this policy can be provided in writing, by email, by telephone or other accessible format, when requested due to a disability.

As part of the feedback procedure, we will review any complaints related to accessible customer service or this policy in a thorough and timely manner.

Notice of Availability of Documents

EdenPark will notify the public that documents related to accessible customer service, are available upon request by posting a notice in the following location


EdenPark will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.

Source https://www.ontario.ca/page/accessible-customer-service-policy-template

Modifications to Policies

We are committed to developing customer service policies that respect and promote the dignity

and independence of people with disabilities. All our policies and procedures are developed or

updated in such a manner as to respect and promote the dignity and independence of persons with


Questions about the Policy

If you have questions about the EdenPark Customer Service Policy, please contact:

EdenPark Human Resources

52 Titan Rd.

Etobicoke, ON

M8Z 2J8

T: (855) 366-8667

F: (855) 707-3336

E: humanresources@edenparkcanada.com

Multi-Year Accessibility Plan

This Multi-Year Accessibility Plan (the “Plan”) outlines the past, current, and future actions that EdenPark (“or the “Company”) will take to prevent and remove accessibility barriers as it takes steps to provide equal access and opportunity for people with disabilities.

It outlines our policies and initiatives to improve opportunities for people with disabilities in the areas of:

  1. Customer Service Standard
  2. Information and Communications
  3. Employment


Statement of Commitment


EdenPark is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence.

We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws.

Source: https://www.ontario.ca/page/how-create-accessibility-plan-and-policy

Self- Service Kiosks

EdenPark does not currently use self-service kiosks. However, in the event EdenPark should look to introduce self-service kiosks, in its future business plans, EdenPark will consider the needs of people with disabilities when designing or procuring or acquiring kiosks.

Source: SAMPLE MULTI YEAR ACCESSIBILITY TEMPLATE https://www.forms.ssb.gov.on.ca/mbs/ssb/forms/ssbforms.nsf/FormDetail?OpenForm&ACT=RDR&TAB=PROFILE&SRCH=&ENV=WWE&TIT=ON00090&NO=ON00090E

Customer Service Standard

EdenPark is committed to excellence in serving all customers including people with disabilities. EdenPark complies with the AODA’s Customer Service Standard having implemented the following:

  • Accessibility Policy
  • EdenPark staff are trained to serve customers of all abilities
  • A written record of accessibility training provided by EdenPark is maintained
  • Accessible ways for people to provide feedback on how EdenPark provides services to people with disabilities is made available

Information and Communications

EdenPark is committed to meeting the communication needs of people with disabilities and ensures that persons with disabilities are provided with accessible communications and are supported with alternative communication formats and assistive devices including email, telephone, or regular mail. Hard copy documents can be provided in large print, by request.

Customers can access the EdenPark website at www.edenparkcanada.com as all publicly available information has been made accessible in the Accessibility section

We will also meet internationally recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.


EdenPark is an equal opportunity employer and accommodates people with disabilities during the recruitment and hiring process, as well as those currently employed in the workplace. EdenPark’s recruitment and Hiring Process is fully compliant with AODA.

Hiring Process

All advertised job descriptions include the following statements:

We are committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.

We are also committed to developing inclusive, barrier-free selection processes and work environments. Please don’t hesitate to let us know of accommodation measures that must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

Should an interview be granted, the statements will be included in the interview invitation process

EdenPark Employees

Upon an employee’s request, EdenPark ensures that (a) Any information that is required for an employee with a disability to perform the job for which they were hired, and (b) Any other information that is generally available in the workplace, is made available in accessible formats and provides communication supports.

EdenPark consults employees with disabilities to determine what actions can be taken to meet the employees’ individual needs and to foster a more inclusive work environment.

Upon an employee’s request, EdenPark will provide an individual accommodation plan in accordance with the Individual Accommodation Policy

We review our Individual Accommodation Policy to ensure that it is compliant with all applicable laws, including AODA

Return to Work

EdenPark will assist employees in returning to work as soon as practicable after disability-related absences, subject to applicable law and other terms and conditions of employment or applicable agreements as documented in the Return-to-Work Policy

We review our Return-to-Work Policy to ensure that is compliant with all applicable laws, including AODA

Policies and Training

EdenPark has and will continue to implement policies and initiatives in accordance with the AODA by taking the following steps:

  • Implementing the policies outlining our commitment to accessibility
  • Provide training to EdenPark employees on accessibility and human rights legislation, as it pertains to people with disabilities and ongoing as new employees join the company

Design of public spaces

EdenPark will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. Public spaces include accessible parking or service-related elements like service counters, fixed queuing lines and waiting areas.

EdenPark has a procedure in place to prevent service disruptions to the accessible parts of its public spaces. (under Notice of Temporary Disruption)

Accessibility Plan Review

The Multi-Year Accessibility Plan will be reviewed and updated at least once every five (5) years.

Feedback Process

If you have questions about the EdenPark Multi-Year Accessibility Plan, please contact:

EdenPark Human Resources

52 Titan Rd.

Etobicoke, ON

M8Z 2J8

T: (855) 366-8667

F: (855) 707-3336

E: humanresources@edenparkcanada.com