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Accessibility Policy

This page sets out isgSearch’s multi-year accessibility plan and our accessibility policies under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). The full document can be downloaded and printed, including the customer feedback form at the end.

Download the isgSearch AODA Plan and Policy 2026 (Word document, 91 KB)

To give feedback or request this document in an accessible format, email JHSC@isgsearch.ca or call (416) 775 4800 ext 327. You can expect a response within 5 business days. For the accessibility of this website, see our Accessibility Statement.

Multi-year accessibility plan

Customer Service

isgSearch is committed to excellence in serving all customers including people with disabilities. At isgSearch we have complied with the AODA’s Customer Service Standard with the following initiatives that were implemented as of January 1, 2012, and are ongoing:

  • An accessibility policy was put in place so ISG’s employees, volunteers and customers can know what to expect.
  • All of isgSearch’s staff and volunteers are trained to serve customers of all abilities.
  • A written record of accessibility training provided by isgSearch is maintained.
  • Service animals and support persons are welcomed on all isgSearch premises.
  • Accessible ways for people to provide feedback on how isgSearch provides goods and services to people with disabilities was made available.

Information and Communications

isgSearch currently provides accessible formats and communication supports for persons with disabilities upon request. isgSearch provides notice to the public of this availability and consults with the person making such a request to determine the suitability of an accessible format or communication support.

As well, it is currently an isgSearch Company global web development requirement that all new isgSearch web content be built to meet the World Wide Web Consortium Content Accessibility Guidelines (WCAG) 2.0 standard. isgSearch is committed to ensuring all isgSearch internet websites and web content conform with Level AA of the WCAG 2.0 by September 1, 2026 as required by the AODA’s Information and Communications Standard.

Policies and Training

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

  • Implementing policies outlining isgSearch’s commitment to accessibility. (Implemented as of January 1, 2012)
  • Providing training to isgSearch’s employees and volunteers on accessibility and human rights legislation, as it pertains to people with disabilities. (Implemented as of January 1, 2012, and ongoing as new employees/volunteers join the company)

This plan will be reviewed once every five years.

Employment

In accordance with the AODA’s Employment Standards, isgSearch implemented the following initiatives prior to January 1, 2016:

  • Ensure isgSearch’s employment processes for hiring, retention and career development are accessible.
  • Make all potential and successful candidates aware of our policies for accommodation.
  • Document isgSearch’s processes for developing individual accommodation plans and return-to-work plans.
  • Provide individualized workplace emergency response information to employees who have a disability where isgSearch is aware of the need for accommodation.

Accessibility Plan Review

This multi-year Accessibility Plan will be reviewed and updated at least once every five (5) years. The current Accessibility Plan will be reviewed, and updated as appropriate, no later than August 1, 2031.

Feedback

In 2012, isgSearch ensured it had accessible ways to receive and respond to feedback. isgSearch will continue to ensure that its process for receiving and responding to feedback is accessible to persons with disabilities and will respond to feedback promptly.

isgSearch submitted its accessibility compliance report confirming compliance with its accessibility obligations as of September 1, 2026.

The report, filed with the Ontario Ministry for Seniors and Accessibility and certified on August 21, 2026, answers yes to compliance with the General requirements, the Information and Communications Standards, the Employment Standards, the Design of Public Spaces Standards and the Customer Service Standards. isgSearch does not provide transportation services, so the Transportation Standards do not apply.

isgSearch Accessibility Compliance Report 2026 (PDF, 11 pages, 434 KB)

For more information on this Accessibility Plan, please contact:

Chloe Giourgas
ISG Search Inc, Manager of Strategic Business Initiatives
(416) 775 4800 ext 327
JHSC@isgsearch.ca
229 Yonge St, Suite 408
Toronto, ON
M5B 1N9

Upon request, a copy of this Accessibility Plan will be provided in an accessible format free of charge.

Accessibility for Ontarians with Disabilities policy statement

ISG SEARCH is committed to ensuring that its policies, practices and procedures are consistent with the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07. In partnership with persons with disabilities, we will ensure that all clients and visitors receive the same value and quality by identifying, removing and preventing barriers.

In fulfilling our commitment, ISG SEARCH shall:

  • Establish a policy that complies with the Accessibility Standards for Customer Service, Ontario Regulation 429/07
  • Communicate with persons with disabilities in a manner that accounts for their disabilities and in keeping with the principles of dignity, independence, integration and equal opportunity
  • Allow clients to use service animals, personal assistive devices and support persons while accessing goods and services or conducting business
  • Implement training for employees, volunteers and others who deal with the public regarding the Accessibility for Ontarians with Disabilities Policy and the Accessibility Standards for Customer Service, Ontario Regulation 429/07
  • Provide notice when there is a disruption of service and include the expected length of disruption, the reason and alternative accessibility option(s)
  • Establish a feedback procedure so anyone can comment on the provision of goods or services to persons with disabilities

It is the responsibility of the managers and supervisors to ensure that all employees follow the guidelines and are appropriately trained in the requirements set forth in the Accessibility for Ontarians with Disabilities Policy.

ISG SEARCH will provide a work environment that respects the dignity and independence of persons with disabilities by promoting open lines of communication between all workplace parties and persons with disabilities.

Chloe Giourgas
ISG Search Inc, Manager of Strategic Business Initiatives
August 1, 2026

Accessible customer service procedures

Purpose: To establish policies, practices and procedures to ensure accessibility to customers and others in accordance with Accessibility for Ontarians with Disabilities Act, 2005 (the “Act”) including Ontario Regulation 429/7 Accessibility Standards for Customer Service.

Definitions

  • Assistive Device: is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading
  • Disability: The term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to 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 dysfunction in one of more of the processes involved in understanding or using symbols or spoken language; a mental disorder or, an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
  • Guide Dog: A highly-trained working dog that had been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and increased independence for people who are blind
  • Service Animal: As defined in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if: It is readily apparent that the animal is used by the person for reasons relating to his or her disability; or If the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability
  • Service Dog: As defined in the Health Protection and Promotion Act, Ontario Regulation 562, a dog other than a guide dog for the blind is a service dog if it is readily apparent to an average person that the dog functions as service dog for a person with a medical disability; or the person who required the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog
  • Support Person: As defined in Ontario Regulation 429/07, a 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, medical needs or access to good and services

Procedure

AODA duties and responsibilities will be met by adhering to the following procedures and practices:

Assistive Devices

Persons with disabilities may use their own assistive devices as required with accessing goods and services. In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods or services

Service Animals

A person with a disability accompanied by a service animal will be allowed access to any places that are open to the public

Support Persons

If a client or visitor with a disability is accompanied by a support person, both persons will be allowed to enter the premises together and the client will not be prevented from having full access to the support person

In situations where confidential information might be discussed, consent will first be obtained from the client, prior to any such conversation or disclosure

Communication

Communicate with a person with a disability in a manner that takes into account his/her disability. Ask the person how they would like to be communicated with

Training

Will be completed when required.

Service Disruption

In accordance with the Accessible Customer Service Standard, a regulation under the Accessibility for Ontarians with Disabilities Act, 2005, notification is required for temporary disruptions in facilities or services made available for persons with disabilities.

  • Service disruption: A planned or unexpected interruption in facilities or services during normal hours which may have impact on access to facilities, programs, goods or services. Examples include interrupted access to roadways, elevators, parking, programs, goods and services caused by construction, maintenance or repairs, electrical or IT shut downs, service closure, washroom closure or hallway obstructions.
  • Planned service disruption: Disruption known at least three days’ in advance with an expected duration of three hours or more.
  • Unplanned service disruption: Disruption without prior notification with an expected duration of three hours or more.
  • Notice of service disruption: A notice of disruption must contain the reason for the disruption, the anticipated duration with the start date/time and estimated restore date/time and a description of alternate facilities or services, if available.

Persons with disabilities often make special arrangements in order to access programs, goods and services (for example, accessible transit, attendant care services, interpreters etc.) and as such, notice of service disruptions will be provided when any facility, technology or service that a person with a disability usually uses to access programs, goods and services is temporarily unavailable or is expected to be temporarily unavailable in the near future.

Temporary disruptions in services and facilities may occur due to reasons that may or may not be within the institution’s control or knowledge. Notice of planned disruptions will be provided in advance. In the case of unplanned service disruptions, a reasonable effort will be made to provide timely notice, recognizing that in some circumstances, such as in the situation of unplanned temporary disruptions, advance notice will not be possible.

General emergency closures do not require a disruption of service notice, but shall be posted at the facility.

Supporting Document(s): AODA-004 Customer Feedback Form

Accessible customer service training

Purpose: The AODA was designed to make Ontario more accessible by identifying, removing and preventing barriers for persons with disabilities. As a result five standards were set out as mandatory requirements. These include: Customer Service, Information and Communication, Employment, Search; and Built Environment. Each standard has rules we must comply with a goal of making Ontario barrier free by 2025.

Overview of the Accessibility Standards for Customer Service

The Customer Service Standard is the first of the five standards to be introduced and is to be in place as of January 1, 2012. The standard applies to all people, businesses and organizations that provide goods and services to the public, other organizations or third parties. The goal is to ensure people with disabilities receive the same access to goods and services as everyone else. It requires that goods and services will be provided under the principles of dignity, independence, integration and equal opportunity. The Standard also mandates communication, assistive devices, guide dogs, service animals, support persons, service disruptions, feedback and training.

Requirements

  • Establish a policy that complies with the Customer Service Standard. Develop procedures and practices that follow guidelines and that are consistent with the core principles of dignity, independence, integration and equal opportunity.
  • Communicate with a person in a manner that takes into account their specific disability. Ask the person how they wish to be communicated with. Allow customers to use their personal assistive devices. Allow customers to be accompanied by their guide dogs.
  • Allow customers who are accompanied by support persons to bring that person with them while they are conducting business.
  • Provide notice when services that customers with disabilities rely on are unavailable including when the expected length of the disruption, the reason and any alternatives available.
  • Develop a feedback process relating to the services and goods received by persons with a disability in a manner that is easiest for that person.
  • Document in writing all of the policies, procedures and practices related to the Customer Service Standard. Notify customers these documents are available at any time in any location in a format that takes into account their disability.

Procedure

  • A major requirement in order to be compliant with Service Regulation 429/07 of the Accessibility for Ontarians with Disabilities Act, 2005 is that all employees be trained and informed on the policies, practices and procedures put in place by the employer.
  • Training on the Accessible Customer Service Policy will be done every 3 years or whenever new changes to the policy occur. New employees will have the policy and program explained to them by their manager and signs the acknowledgement form stating that the policy and program has been read and understood.

Penalties for Lack of Compliance

  • Under the AODA, the government has the authority to conduct inspections to ensure compliance. Failure to comply could result in fines as high as $50,000 per day for individuals and $100,000 per day for corporations. Regulation C11 S39 (2).
  • Similar to any other policies, employees are expected to be in compliance. Failure to comply will result in discipline, up to and including termination for cause.

Supporting Document(s): Customer Feedback Form (AODA-004)

Customer feedback form (AODA-004)

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is provincial legislation that aims to achieve a fully accessible Ontario. The Act makes Ontario the first jurisdiction in Canada to develop, implement and enforce mandatory accessibility standards. It applied to the private, public, and volunteer sectors.

Employees and Customers are highly valued, and we strive to meet everyone’s needs. We are committed to providing quality goods and services that are accessible to all persons that we serve.

Your feedback is important in helping us improve accessible services. Please take a moment to complete this feedback form and let us know how we are doing.

To fill in the form by hand, download and print the Word document, where it is the last page. You can also send the same information to JHSC@isgsearch.ca or give it to us by phone at (416) 775 4800 ext 327.

Thank you for your feedback.