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Accessibility Service Policy


CCRM supports the full inclusion of persons with disabilities as set out in the Canadian Charter of Rights and Freedoms, Ontario Human Rights Code, the 2001 Ontarians with Disabilities Act (ODA) and the 2005 Accessibility for Ontarians with Disabilities Act (AODA).

This policy has been prepared to outline what clients may expect of CCRM and ensures compliance within the AODA legislation. CCRM will make reasonable efforts and use all means at its disposal to ensure that the information or service requested is provided in a manner that is consistent with the principles of independence, dignity and equality. This policy applies to CCRM employees, volunteers, contractors and agents (“CCRM Staff”) who interact with members of the public on behalf of CCRM.

Communication with Persons with Disabilities

CCRM will communicate with people with disabilities in ways that take into account their disability. CCRM Staff will communicate in a means that enables persons with disabilities to communicate effectively for the purpose of using, receiving and requesting CCRM services and facilities.

Notice of Temporary Disruptions in Services and Facilities

In the event of a planned or unexpected disruption to services or facilities for clients with disabilities, CCRM will notify clients promptly.

This notice will include the following information:

  • The reason for the disruption
  • Its anticipated length of time
  • A description of alternative facilities or services, if available.
  • Contact information

The notice will be placed at all public entrances and reception areas.

When possible, every effort will be made to reduce disruption to individuals with disabilities using CCRM services or facilities by contacting them and/or arranging alternate meeting/work locations or alternative means of accessing CCRM information.

Assistive Devices and other Measures that Assist with Accessibility

People with disabilities often use personal assistive devices to help them with daily living. They include any auxiliary aids such as communication aids, cognition aids, personal mobility aids and/or medical aids. Members of the public who are disabled usually bring these devices with them.

CCRM will ensure that its staff is trained and familiar with various assistive devices that may be used by clients with disabilities while accessing CCRM services. CCRM Staff will always ask before assuming assistance is required.

Service Animals

CCRM welcomes people with disabilities and their service animals. Service animals are allowed on the parts of CCRM premises that are open to the public.

Members of the public with varied disabilities utilize service animals as a way to overcome barriers. Service animals are not pets – they are working animals. A few examples of service animals include dogs used by people who are blind, hearing alert animals for people who are deaf or hard of hearing, and animals trained to alert an individual to oncoming seizure and lead them to safety.

CCRM will permit any person with a disability who is accompanied by a guide dog or other service animal to enter CCRM premises (those areas open to the public) with the service animal and keep the animal with him/her.

CCRM Staff may ask to see documentation to ensure that the animal brought on to the premises is a certified service animal.

Support Persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on CCRM premises (those areas open to the public) and CCRM will ensure that the individual needing the support person will have access to this person at all times.

Some individuals with disabilities rely on support persons in order to help with communication, mobility, personal care, medical needs, or access to services. A support person may be a paid professional, a volunteer, a family member or a friend of the person with a disability and does not necessarily need to have special training or qualifications. Fees will not be charged for support persons for programs that are sponsored solely by CCRM.

Training for Staff

CCRM will provide appropriate training to CCRM Staff who deal with the public on their behalf.

This training will be provided to CCRM Staff as soon as practicably possible after he or she joins CCRM.

Training may include, as appropriate:

  • An overview of the Accessibility of Ontarians with Disabilities Act, 2005 and the requirements of client service standards
  • CCRM plan related to client service standards
  • 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
  • What to do if a person with a disability is having difficulty in accessing CCRM services.
  • Staff will also be trained when changes are made to this plan.

Feedback Process

Clients who wish to provide feedback on the way CCRM provides services to people with disabilities can do so through e-mail, mail, in person or by telephone.

All feedback should be directed to Operations, Centre for Commercialization of Regenerative Medicine, 100 College Street, Suite 110, Toronto, Ontario, M5G 1L5  

Clients can expect to hear back in ten (10) business days from receipt of feedback.

Availability and Format of Documents (Alternative Formats)

CCRM is committed to providing accessible information and communication to all of its clients and recognizes that people with disabilities often use methods other than standard print to access information. CCRM will provide any publicly available correspondence, reports and other documentation in an alternative format where reasonably possible, upon request.

All reports and other documents distributed to the public will indicate that alternative format documents are available upon request.

Types of Alternative Formats available:

  1. Hard copy or e-mail
  2. Large print

If another type of format is requested, CCRM will do what is reasonably possible to ensure that information is shared within a reasonable time frame, no longer than twenty (20) business days.