AODA Policy and Procedures


In compliance with the Accessibility for Ontarians with Disabilities Act, 2005, the purpose of this policy is to outline responsibility of staff personnel (employees, Volunteers and other third parties) on behalf of Frank in providing goods, services, and opportunities to people with disabilities.


This policy applies to all staff personnel (employees, Volunteers and other third parties)

3. Policy:

3.1 Our Commitment

Frank always strives to provide its goods, services and opportunities in a way that respects the dignity and independence of people with disabilities. We are committed to giving people with disabilities the same opportunity to benefit from the same services and opportunities, in the same place and in a similar manner as others.

3.2 Providing goods, services, and opportunities to people with disabilities.

Frank is committed to excellence in serving all, including people with disabilities.

This commitment is demonstrated in the areas of:

3.2.1 Communication:

We communicate with people with disabilities in ways that consider their disability.

We train staff on how to interact and communicate with people with disabilities.

3.2.2 Telephone Services

We train staff to communicate over the phone in clear and plain language and to speak clearly and slowly.

3.2.3 Assistive Devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We ensure that our staff is trained and familiar with various assistive devices that may be used by people with disabilities while accessing our goods, services, and opportunities.

3.2.4 Billing

We are committed to providing accessible invoices to all our customers. Invoices will be provided in alternative format upon request. We will answer any questions customers may have about the content of the invoice in person, by telephone or email.

3.2.5 Use of service animals

We are committed to welcome people with disabilities who are accompanied by a service animal on the parts of our premises that are open to public. We will also ensure that all staff is properly trained in how to interact with people with disabilities who are accompanied by a service animal. Every effort will be made to ensure that any offsite event venues are compliant with Frank’s commitment regarding service animals.

3.2.6 Support persons

We are committed to welcome people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Frank’s premises or offsite event venues with his or her support person. At no time will that person be prevented from having access to his or her support person while on our premises or premises operated by Frank

3.2.7 Employment

We are committed to welcome people with disabilities with respect to recruitment, employment, training, career development and career progression.

3.2.8 Facilities

We are committed to ensure that our premises and related services are welcoming and accessible to people with disabilities. As appropriate, we are willing to provide necessary alterations to our facilities to accommodate people with disabilities.

Notice of temporary disruption:

Frank will provide notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason of the disruption, its anticipated duration and a description of alternative facilities or services, if available

4. Procedure:

4.1 Training for Staff

Frank provides disability related accessibility training to all staff personnel.

Training includes the following:

The purpose of the Accessibility for Ontarians with disability Act, 2005 and the requirements of the integrated standards

How to interact and communicate with people with various disabilities

How to interact with people who use assistive device or require the assistance of service animal or a support person

How to learn about the use of various assistive devices

What to do if a person with disability is having difficulty in accessing Frank ‘s goods and services, policies, practices, and procedures relating to the integrated standards. Staff will be trained on an ongoing basis when changes are made to these policies, practices, and procedures.

4.2 Modification to this or other Franks policies

All Frank ‘s policies and procedures will be developed or updated to respect and promote the dignity and independence of persons with disabilities.

4.3 Feedback process

The goal of Frank is to meet and exceed expectations of people with disabilities. Comments regarding how well those expectations are being met are welcomed and appreciated. Feedback may be shared verbally (in person or by telephone) or in writing (handwritten, delivered, website, or e-mail If you have any questions, call our Human resources at 905-660-5021 ext.317 or by email to All feedback is directed to Human Resources and responses will follow within ten business days.

Marco Greco, CEO

Date 10/20/2023