This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.
Chrysalis Yoga Inc. will strive to provide services in a manner consistent with the principles of dignity, independence, integration, and equal opportunity.
The Provision of Goods and Services to Persons with Disabilities
Chrysalis Yoga will make every reasonable effort to ensure that its policies, practices, and procedures are consistent with the principles of dignity, independence, integration, and equal opportunity, by:
- Ensuring that all Students receive the same value and quality;
- Allowing Students with disabilities to do things in their way, at their pace when accessing goods and services as long as this doesn’t present a safety risk;
- Using alternative methods when possible to ensure that Students with disabilities have access to the same services, in the same place and in a similar way;
- Taking into account individual needs when providing goods and services; and
- Communicating in a way that takes into account the Member’s disability.
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Chrysalis Yoga. The provision, use, and safety of personal assistive devices are the responsibility of the person with a disability.
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 that Students can access our services.
Guide Dogs, Service Animals and Service Dogs
Member with a disability that is accompanied by a guide dog, service animal or service dog will be allowed access to Chrysalis premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.
If a guide dog, service animal or service dog is excluded by law (see applicable laws below), Chrysalis Yoga will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example, securing the animal in a safe location and offering the guidance of an Associate).
There may be rare circumstances where, for reasons of health and safety of another person, allowing a person with a disability to enter the premises accompanied by a service animal needs to be considered. For example: where a person’s allergic to animals and adversely affected if they’re near a service animal. If deemed necessary, Chrysalis Yoga staff members will conduct a risk assessment. The risk assessment will include identifying the risks inherent with the service animal being in the area of concern and identify other measures available to enable the person with a disability to access Chrysalis Yoga’s services.
The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, usually doesn’t allow animals in places where food is prepared, processed, manufactured, handled, served, displayed, stored, sold or offered for sale. However, service and guide dogs (except other types of service animals) are allowed to go into places where food is served or sold.
Dog Owners’ Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relating to banned breeds (such as pit bulls) and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails.
Recognizing a Guide Dog, Service Dog and/or Service Animal:
Recognizing a Guide Dog, Service Dog, or Service Animal: If it’s not readily apparent that the Member is using the animal for reasons relating to his or her disability, Chrysalis Yoga may request verification from the Member, which may include:
- A letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
- A valid identification card signed by the Attorney General of Canada; or,
- A certificate of training from a recognized guide dog or service animal training school
Care and Control of the Animal:
The Member that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and monitoring the animal at all times. The safety and clean up of the service animal is also the responsibility of the person with a disability.
If a support person accompanies a Member with a disability, Chrysalis Yoga will ensure that both persons are allowed to enter the premises together and that the Member is not prevented from having access to the support person.
Support persons will be required to sign the Client Intake Form, which includes a waiver and release. Also, support persons are permitted to enter Chrysalis Yoga locations to provide assistance to Students with a disability only. They’re not allowed to provide services that otherwise could be provided by Chrysalis Yoga Associates, for example, yoga, fitness, barre, and training services.
There may be rare circumstances where, for reasons of health and safety, Chrysalis Yoga may require a person with a disability to be accompanied by a support person when accessing services at Chrysalis Yoga’s premises. For example, a Member with a brain injury or mental disorder may be prone to confusion, outbursts or agitation that are best handled by individuals who are properly trained or familiar with the person with a disability.
Where it is necessary to discuss confidential information with a Member, the Member’s consent will be obtained before discussing such information with the support worker present.
Support persons will not be required to pay any guest fees to enter our studio when they’re attending exclusively to provide support to a Member with a disability.
Notice of Disruptions in Service
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Chrysalis Yoga. In the event of any temporary disruptions to facilities or services that Member’s with disabilities rely on to access or use Chrysalis Yoga’s goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.
Notifications will include:
If a notification needs to be posted the following information will be included unless it is not readily available or known:
- Goods or services that are disrupted or unavailable;
- Reason for the disruption;
- Anticipated duration; and
- A description of any alternative services or options.
When disruptions occur Chrysalis Yoga will provide notice by:
- Posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption;
- Contacting Students with appointments, whenever possible;
- Verbally notifying Students when they’re making appointments, whenever possible;
- Posting information through various social media outlets: Chrysalis Yoga website, as well as Chrysalis Yoga’s social media accounts;
- Any other methods that we may determine are reasonable in the circumstances.
Chrysalis Yoga will provide Students with the opportunity to give feedback on our delivery of services to Students with disabilities. Information about the feedback process will be readily available in all of our facilities, or by contacting our Studio Manager. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request.
Students can submit feedback to:
- Any staff member within our location(s);
- By contacting us at firstname.lastname@example.org
- Via mail to Chrysalis Yoga: 4040 Palladium Way, Unit 11, Burlington, L7M 0V6
Students that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
Where possible, feedback will be addressed immediately. Some feedback may, however, require more effort to address and may need to be reviewed before an action is taken. Chrysalis Yoga will respond as soon as possible in such circumstances.
Training will be provided to:
- All staff members and volunteers who deal with the public or other third parties that act on behalf of Chrysalis Yoga; and,
- Those who are involved in the development and approval of customer service policies, practices, and procedures.
Training for our staff members pertaining to this policy will cover the following:
- A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
- A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
- Instructions on how to interact and communicate with people with various types of disabilities.
- Instructions on how to interact with people with disabilities who:
- Use assistive devices;
- Require the assistance of a guide dog, service dog or other service animals; or
- Require the use of a support person.
- Instructions on what to do if a person with a disability is having difficulty accessing our services.
- Chrysalis Yoga’s policies, procedures, and practices pertaining to providing accessible customer service to Students with disabilities.
Chrysalis Yoga will provide training as soon as practicable. Training will be provided to new Associates and volunteers who deal with the public or act on our behalf.
Notice of Availability and Format of Documents
Chrysalis Yoga shall notify Students that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the Member’s disability. Notification of such availability will be given by posting the information in a conspicuous place in each of the premises owned and operated by Chrysalis Yoga and on Chrysalis Yoga’s Website.