The West Elgin Community Health Centre (the “Centre”) is committed to ensuring all clients have equal access to the services we provide. We will do this by:

  • Establishing policies, procedures and practices that describe how we serve people with disabilities.
  • Using reasonable effort to ensure our client policies are consistent with the principles of dignity, independence, integration of services and equality of opportunity.
  • Dealing with the use of assistive devices for people with disabilities in our policies.
  • Communicating with people with disabilities in ways that take into account their disabilities.
  • Welcoming people accompanied by guide dogs, service animals or support people and providing information about access.
  • Providing clear, complete, timely and prominent notice of temporary disruption of any of our services used by people with disabilities.
  • Ensuring that our board and senior management who approve policies receive training on AODA legislation.
  • Providing timely and ongoing training to our staff, students and volunteers who deal with clients to ensure their understanding of and ability to implement our policies regarding service to people with disabilities.
  • Implementing and communicating our processes for receiving and responding to feedback and handling complaints about how we provide services to people with disabilities.
  • Complying with documentation standards including availability and format of documents.

This plan is applicable to:

  • All people who access our services.
  • All staff, volunteers, students, contractors, consultants and others working on behalf of the Centre and who provide client services.
  • Staff, Board Directors, volunteers and others who are involved in developing policies and procedures regarding the standard.
  • People who accompany clients with disabilities who use our services.

Integrated Accessibility Standards (IASR):

In July 2016 the AODA Customer Service Standard was amalgamated with the Integrated Accessibility Standard.  The Centre’s policies regarding information, communication, employment and customer service form a key part of the Centre’s commitment to meeting the accessibility needs of persons with disabilities.  For the Centre’s full policy regarding AODA’s Integrated Accessibility Standard please follow the link below:

AODA-108 Integrated Accessibility Standards


All staff, volunteers, students and Board Directors of the Centre will receive training and orientation to the AODA Integrated Accessibility Standards, the Ontario Human Rights Code and AODA policies, procedures, and practices governing the provision of goods and services to persons with disabilities.  This training will be provided as soon as practicable after he or she is assigned the applicable duties.  The training will also be provided on an ongoing basis in connection with any changes to policies, procedures, and practices.

Communicating with People with Disabilities:

The Centre is committed to offering programs and services to persons with disabilities.   Upon request the Centre will provide accessible formats and communication supports.  The Centre will consult with the person making the request to determine their accessible information and communication needs.  Please refer to Policy # AODA – 102 for complete details.

AODA-102 Communicating with People with Disabilities AODA-102

Use of Assistive Devices:

The Centre is committed to ensuring clients with disabilities who access our services, and anyone with a disability who visits our sites, will be able to use their assistive devices within the limits of any applicable privacy, health and safety laws or regulations.  Please refer to Policy # AODA – 103 for complete details.

AODA-103 Use of Assistive Devices

Support Persons:

The Centre is committed to allowing full access to our services and premises to people with disabilities and their support persons.  Please refer to Policy # AODA – 104 for complete details.

AODA-104 Support Persons AODA-104

Guide Dogs and Service Animals:

The Centre is committed to allowing full access to our services and premises to people with disabilities and their service animals wherever possible.  Please refer to Policy # AODA – 105 for complete details.

AODA-105 Service Animals

Notice of Disruption:

If there is a disruption to the usual facilities or attached services that the Centre provides to people with disabilities that impacts access (e.g., accessible washrooms, ramps, accessible parking spaces, automatic doors, TTY services, etc.), the Centre will provide notice of such disruption as far in advance as possible through a variety of communication formats.  Please refer to Policy # AODA – 106 for complete details.


  1. When service disruptions are planned or anticipated (e.g., routine maintenance or upgrades), notices of the disruption will be posted in advance by the person overseeing the process.
  2. When service disruptions are not anticipated (e.g., sudden malfunctions), notices of service disruption will be posted as soon as the disruption occurs by the person overseeing the process.
  3. All notices regarding service disruptions will, where relevant:
    • note the reasons for the disruption
    • note how long service is expected to be disrupted
    • be posted in conspicuous places where people with disabilities can easily access the information such as:
      i. on the door to the premises
      ii. on bulletin boards throughout the building
      iii. on the website to direct clients to alternative ways to access the service
  4. In the event of both anticipated and unanticipated service disruptions alternative means of providing the service will be offered, where possible.

AODA-106 Notice of Disruption in Service Procedures AODA-106

Feedback Process:

West Elgin Community Health Centre encourages clients and community partners to provide feedback on the accessibility to the services and care we provide.  The process of resolution of feedback may result in changes to systems that will improve access to care and services.  Please refer to Policy #AODA – 107 for complete details.


Feedback from a member of the public about the delivery of care to persons with disabilities may be given by telephone, in person, in writing, in electronic format or through other methods.

Accordingly, and where possible, Staff and/ or Managers should provide a Feedback-Complaint Form and encourage the client to document the feedback and provide assistance to complete the form if required.

These forms will also be made available at reception.

All feedback will be reviewed by the Leadership Team on an ongoing basis.  Reasonable efforts will be undertaken to improve accessibility where possible.

AODA-107 Accessibility Feedback Procedures

WECHC Multi-Year Accessibility Plan

Click HERE to review the Centre’s Multi-Year Accessibility Plan