Section 18.0 – Accessibilities for Ontarians with Disabilities Act


Procedure 1.0 – General

1.1     The Ontario Soccer Association strives at all times to provide its goods and services in a way that respects the dignity and

independence of people with disabilities. The Ontario Soccer Association is also committed to giving people with disabilities the

same opportunity to access our goods and service by allowing them to benefit from the same services, in the same place and in a

similar way as other customers.

1.2    The Ontario Soccer Association is committed to excellence in serving all customers including people with disabilities and we will carry

out our functions and responsibilities in the following areas:

  1. Communication- The establishment of policies, procedures and practices of goods and services from The OSA to persons with disabilities
  2. The use of Service Animals, Support Persons and Assistive Devices by Persons with Disabilities
  3. Notice of Temporary Disruptions in Services and Facilities
  4. Staff Training
  5. Customer Service Feedback
  6. Notice of Availability of Documents

1.3 It is the policy of The Ontario Soccer Association that its working environment as well as its soccer facility environment operate free

from discrimination.

1.4 This policy shall apply to every person who deals with members of the public or other third parties on behalf of the Ontario Soccer

Association whether the person does so as an employee, agent, volunteer or otherwise. Failure to comply with this policy and

operational procedures may result in disciplinary action up to and including termination.


Procedure 2.0 – Understanding Disability And The AODA, 2005

2.1 The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) which applies to both the public and private sector is Provincial

Legislation with the purpose of developing, implementing and enforcing mandatory accessibility standards in order to comply with

such standards for accessibility with respect to goods, services, facilities, accommodation, employment, buildings, structures and

premises by 2025.

Ontario Regulation 429/07 “Accessibility Standards for Customer Service” states that organizations in Ontario must comply with the

standards and provide their goods and services in accessible ways to people with disabilities.


Procedure 3.0 – Communication

3.1 The OSA will communicate with people with disabilities in ways that take into consideration their disabilities.

Staff will be trained on how to interact and communicate with people with various types of disabilities.

3.2 We are committed to providing fully accessible telephone service to our customers.

Staff will be trained to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.

We will offer to communicate with customers by another method, such as email, if telephone communication is not suitable to their

communication needs or is not available.

3.3 Customers will be offered alternative communication formats that will meet their needs in a reasonable manner. They will be

offered in ways that fully maintain independence, dignity and equality.

3.4 Information and documents will be available to customers in alternative formats to meet their needs.


Procedure 4.0 – Assistive Devices

4.1 The Ontario Soccer Association is committed to serving persons with disabilities who use assistive devices to obtain, use or benefit

from the organization’s goods and services. The OSA will ensure that staff is trained and familiar with various assistive devices that

may be used by customers with disabilities while accessing our goods and services.

4.2 Assistive devices will be permitted and may be used by persons with disabilities when participating or benefitting from the goods

and services pertaining to The Ontario Soccer Association and The Soccer Centre.

4.3 Assistive devices may not be permitted if the use of the device poses risk to the health and safety of the person using the device or

to others using the goods and services of the organization.

4.4 We currently provide some of the following types of assistive devices at our facilities:

a)  Wheelchair ramps
b)  Wheelchair accessible public washrooms and change rooms
c)  Elevator access
d)  Text Telephones (TTY)
e)  Written documents/policies


Procedure 5.0 – Service Animals And Support Persons

5.1 The Ontario Soccer Association is committed to welcoming people with disabilities who are accompanied by a service animal and/or

a support person.

5.2 Service Animals will be permitted entry for use by persons with disabilities to The Ontario Soccer Association and The Soccer Centre

in all areas except for those prohibited by law such as where food is being prepared, stored or sold.

5.3 The Ontario Soccer Association will ensure that all staff, volunteers and others dealing with the public are properly trained in how to

interact with people with disabilities who are accompanied by a service animal.

5.4 When a service animal is unruly or disruptive (jumping on people, biting, or other harmful behaviour) an employee may ask the

person with a disability to remove the animal from the area or refuse access to good and services. Other reasonable arrangement to

provide goods and services shall be explored with the assistance of the person with a disability.

5.5 Support persons for people with disabilities are allowed to enter The Ontario Soccer Association’s premises (The Soccer Centre). 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.

5. 6 Fees will not be charged for support persons for admission to The Ontario Soccer Association’s premises. Customers will be informed

of this by a notice that will be posted at The Ontario Soccer Association’s premises and on the organization’s website.


Procedure 6.0 – Notice Of Temporary Disruption

6.1 In the event of a planned or unexpected disruption in the facilities and services of The Ontario Soccer Association, notice will be

delivered in mass forms of communication which will include all available information concerning the disruption: reason, duration,

alternate services and facilities available, as well as any other appropriate measures needed to be delivered to those affected.

6.2 Notice of the disruption will also be placed at all public entrances and service counters on our premises, as well as on The Ontario

Soccer Association’s website.


Procedure 7.0 – Training For Staff

7.1 The Ontario Soccer Association and The Soccer Centre will provide professional and appropriate training to all employees, volunteers

and others who deal with the public or other third parties on their behalf, as well as those who are involved in the development and

approvals of customer service policies, practices and procedures.

7.2 AODA Customer Service training will be a requirement to employment with The Ontario Soccer Association and The Soccer Centre in

order to uphold the quality of customer service of the organization.

7.3 On-going training will be mandatory for all existing staff where applicable in order to stay abreast of all segments of the AODA as

they change and/or develop.

7.4 Training will be provided in a group setting and will include:

a) The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standards
b) How to interact and communicate with people with various types of disabilities
c) How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person
d) How to assist and/or use assistive devices in order to help with the provision of goods and services to people with disabilities
e) What to do if a person with a disability is having difficulty in accessing the organization’s goods and services
f) Policies, Practices and Procedures relating to the customer service standards


Procedure 8.0 – Feedback Process

8.1 The Ontario Soccer Association is committed to meeting and surpassing the unique needs and expectations of its customers while

serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcomed

and greatly appreciated.

8.2 Feedback regarding policies, practices and procedures concerning goods and services provided to persons with disabilities can be

made by email, phone, in person or by mail. All feedback should be directed to The Ontario Soccer Association Privacy Officer.

Complaints will be addressed according to the OSA’s complaint process.


Procedure 9.0 – Notice Of Availability of Documents

9.1 The OSA is committed to developing customer service policies that respect and promote the dignity and independence of people

with disabilities.

9.2 Upon request, documents including but not limited to billing invoice, manuals, policies, procedures and practices will be provided to

customers of the organization in alternative formats that will adhere to the needs and requirements of person with disabilities.

9.3 Practices and procedures will be put in place to evaluate the necessary formats to provide documents, before execution of the

formats. These formats will be communicated accordingly to the persons with disabilities by the organization and in ways that

promote dignity and independence.


Procedure 10.0 – Questions and Concerns About This Policy

10.1 This Policy exists to achieve service excellence to customers with disabilities. If anyone has questions or concerns about this Policy,

or if the purpose of the Policy is not understood, an explanation should be provided by, or referred to, the Privacy Officer of The

Ontario Soccer Association.

Other sources to consider:

Ontario Human Rights


As required by the Act, the policy and operational procedures shall be reviewed annually.


Any policy of the Ontario Soccer Association that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.