BioPharma’s Accessible Service Policy (AODA)
BioPharma Services Inc., (“BPSI”) is committed to maintaining an accessible environment for people with disabilities in the delivery of our goods and services (collectively “Services”). We endeavour to ensure that our policies, practices, and procedures relating to providing our Services to people with disabilities are consistent with the following principles:
- our Services are provided in a way that respects the dignity and independence of people with disabilities; and
- people with disabilities have equal opportunities to access, use and benefit from our Services, in the same place and in a similar way as other individuals.
BPSI’s commitment to excellence in serving all individuals, including people with disabilities, means that we will promote and achieve accessibility by doing the following:
BPSI will communicate with people with disabilities in ways that take into account their disability. We will train our staff and volunteers who communicate with individuals on how to interact and communicate with people with various types of disabilities.
People with disabilities are welcome to bring and use their own assistive devices and/or use any assistive devices provided by BPSI. We will ensure that our staff and volunteers are trained on the various types of assistive devices that may be used by people with disabilities while accessing our Services
People with disabilities are welcome to enter the parts of our premises that are open to the public and other third parties and may be accompanied by a support person while on our premises.
BPSI may require people with disabilities to be accompanied by a support person when on our premises, but only if a support person is necessary to protect the health and safety of the person with disabilities or the health or safety of others on the premises.
Any fees that may be associated with Services provided to a support person while accompanying a person with disabilities will be clearly communicated in advance.
People with disabilities may be accompanied by a guide dog or other service animal on the parts of our premises that are open to the public or other third parties, except if the service animal is excluded by law. In the event that a service animal is excluded by law from our premises, we will provide other resources or supports to enable the person with disabilities to access our Services. BPSI will also ensure that staff and volunteers dealing with the public are properly trained on how to interact with people with disabilities who are accompanied by service animals.
Website accessibility refers to the inclusive practice of designing websites so that people with disabilities and those with different or diverse abilities can understand content, navigate and interact online and have equal access to information and functionality. BPSI is committed to providing a website that is accessible to the widest possible audience. We are always actively working towards achieving a continually accessible website that aligns with the WCAG 2.0 and is usable with assistive technology.
Notice of Temporary Disruption
BPSI will promptly notify individuals 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, its anticipated length of time, and a description of alternative facilities or Services, if available. The notice will be posted at our public entrances or communicated by such method as is reasonable in the circumstances.
Training for Staff
BPSI will train its employees and other individuals who provide services to the public or other third parties on our behalf. Every person who participates in developing our policies, practices and procedures relating to providing Services to members of the public or other third parties will also receive training. The training will be provided as soon as practicable after an employee or other individual commences his or her duties and will include the following topics:
- the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard.
- our policy relating to the Customer Service Standard.
- 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 or access any equipment or devices available on our premises or otherwise that may help with the provision of Services to persons with disabilities; and
- what to do if a person with a particular type of disability is having difficulty in accessing our Services.
We will provide training on an ongoing basis when changes are made to our policies, practices and procedures governing the provision of goods or services to people with disabilities.
BPSI welcomes and appreciates any feedback regarding the methods we use to provide Services to people with disabilities. Individuals may provide their feedback in person, by telephone, by fax, in writing, or by delivering an email to:
BioPharma Services Inc.
4000 Weston Road, Toronto, Ontario M9L 3A2
Tel: +1 (416) 302-1554
Fax: +1 (416) 747-8480
You may also reach us by completing the Contact Us form on the website.
All feedback received will be reviewed and responded to. Where possible, issues will be addressed. If an issue cannot be addressed, the complainant will be advised.
Modifications to this or Other Policies
BPSI will not make changes to this policy unless the impact of the changes on people with disabilities has been considered. Any policy of BPSI that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
If you have any questions or comments about this policy, please contact BioPharma Services Inc., using one of the contact methods above.