Accessability Policy

SIMAC is committed to excellence in the provision of services to all including people with disabilities. To ensure fair and equal treatment and full access for all persons served, personnel and other stakeholders, SIMAC has adopted the principles established in the Accessibility for Ontarians with Disabilities Act (AODA).

The Government of Ontario defines disability as follows:

  • 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 a dysfunction in one or 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;

The following service standards will be adhered to by all resources involved in the provision of services on behalf of SIMAC:

Excerpt from Regulation 429/07

Customer Service Standards:

3. (2) The provider shall use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles:

  1. The goods or services must be provided in a manner that respects the dignity and independence of persons with disabilities.
  2. The provision of goods or services to persons with disabilities and others must be integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods or services.
  3. Persons with disabilities must be given an opportunity equal to that given to others to obtain, use and benefit from the goods or services.

Accommodations Policy:

Where possible, SIMAC will endeavour to understand the needs of the persons served and other stakeholders prior to their arrival on site to ensure that each individuals accessibility needs are fully met and that their dignity and independence is maintained.

SIMAC will ensure that all physical locations chosen for the provision of services meet the required accessibility standards, including but not limited to:

  • Availability of designated handicapped parking.
  • Ramp access to main entry (with railing supports as required).
  • Automated main entrance doors with accessibility push-button activation.
  • Elevator access where required.
  • Office and assessment areas free of obstruction, providing easy mobility for persons requiring walkers or wheelchairs.
  • Entranceways that are wide enough to accommodate wheelchairs and/or walkers.

Any reasonable request for accommodations will be documented and reviewed by management. The decision-making process with respect to accommodation will be based on the following criteria, with the CEO having the final authority to make decisions on accommodations:

  • Can the accommodation be provided in a timely manner to appropriately meet the needs the person served (i.e. are the resources available to implement the accommodation without unduly delaying services)?
  • Would the accommodation result in structural changes to SIMAC facilities and/or significant capital expenses and, if so, are such changes reasonable and cost effective based on the overall demographics of the persons served?
  • Can the persons needs be more appropriately met by engaging outside resources or by declining the referral?

Assistive Devices:

SIMAC will ensure that our staff is trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.


It is expected that any specific communications requirements of a person served will be related to SIMAC during the intake/schedule process. We will make every effort to communicate with individuals with disabilities in ways that take into account their disability and ensure they have full access to the information they require during the assessment process. Communication accommodations include but are not limited to:

  • ASL interpreters
  • Large format printing, where required, in a highly legible font.
  • Adequate lighting in assessment rooms.
  • Interpreters or companions.

Service Animals:

SIMAC welcomes people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are accessible to the public and/or persons served.

Support Persons:

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Notice of Temporary Disruption:

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, SIMAC will notify customers promptly. This clearly posted 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.


SIMAC will provide training to employees and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

This training will be provided to staff during the onboarding process and reviewed at least annually. Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • SIMACs plan related 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 the assistive devices available on-site that may help with providing services to people with disabilities.
  • What to do if a person with a disability is having difficulty accessing SIMACs services.

Staff will also be trained when changes are made to our accessible customer service plan.

Feedback Process:

Any person wishing to provide feedback on the way SIMAC provides services to people with disabilities can do so by completing the appropriate satisfaction survey or through our Complaints Management process. All feedback, including complaints, will be reviewed and/or investigated by SIMAC management. Any person lodging a complaint can expect a prompt response from SIMAC management, with an initial verbal response provided within two business days.


Customer Service

Tel: 905-709-3999
Fax: 905-709-7002
Toll Free: 1-866-697-4622
Complaints policy and procedures

SIMAC Head Office

212-9140 Leslie Street
Richmond Hill, ON
L4B 0A9

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