Accessible Customer Service Policy

Statement of commitment                                         


International Language Academy of Canada - ILAC (“ILAC”) is committed to providing customer service and to ensuring equal access and participation for people with disabilities.  We believe in integration and we are committed to treating people with disabilities in a way that respects their dignity, independence, integration and equal opportunity. We will meet the needs of people with disabilities by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws, including Accessibility for Ontarians with Disabilities Act (AODA) and Integrated Accessibility Standards (O. Reg. 191/11).




Disability means:

                (a)           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,

                (b)           a condition of mental impairment or a developmental disability,

                (c)           a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,

                (d)           a mental disorder, or

                (e)           an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997; (“handicap”)


Barrier means anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an architectural barrier, an information or communications barrier, an attitudinal barrier, a technological barrier, a policy or a practice;


Personal Assistive Devices is a piece of equipment a person with a disability uses to help them with daily living (e.g., a wheelchair, screen reader, hearing aid, cane or walker, an oxygen tank).


Personal Supports is used by persons with disabilities that enable them to carry out the activities of daily living and allow access to care and services. For example, walkers, personal oxygen tank, power-mobility devices such as power wheelchairs or scooters.


Service Animals are animals used by people with many different kinds of disabilities, such as vision loss, epilepsy, autism and anxiety disorder. Examples of service animals include dogs used by people who are blind, hearing alert animals for people who are deaf, deafened or hard of hearing, and animals trained to alert an individual to an oncoming seizure and lead them to safety. An animal is considered a service animal if it wears a harness, vest or other visual indicator or the person with a disability provides documentation from a regulated health professional.


Support Person is someone who accompanies a person with disability to help with communication, mobility, personal care or medical needs or with access to goods or services. A support person may be a paid professional, a volunteer, a family member or friend.




In accordance with the Accessibility Standards Regulation, ILAC undertakes to train all members of its organization in these requirements and will ensure that all employees, volunteers, directors, board members and owners and anyone who provides goods, services or facilities to ILAC’s customers have received training in these procedures as it relates to their specific roles.

ILAC will provide written notice to each member on an ongoing basis when changes to the policies, practices and procedures governing the provision of accessibility standards. Revised training will be provided in the event of changes to legislation, procedures and/or practices.


Procedures and Commitment


ILAC has outlined its procedures and commitment as below:


a)       ILAC will communicate with people with disabilities in ways that take into account their disability;

b)       When asked, ILAC will provide information about the organization and its services, including public safety information, in accessible formats or with communication supports;

c)       Where a customer or guest has specific requirements for alternate means communication, and requests that alternate forms of communication be used, ILAC will accommodate the disabled person with whatever means necessary to allow proper and courteous communication. This may include, but is not limited to communication in writing by email, communication by telephone, reading information to the person or providing large font written communications;

d)       Where ILAC is unable to supply the communication in a format that meets the person's needs, an explanation will be provided to the disabled person giving the reasons why the person's communication needs cannot be accommodated;

e)       Wherever possible, ILAC's internet Website and its content will be created in a way that considers how assistive devices, such as screen readers, speech and input systems and other devices, operate and how people with disabilities use them to allow the site to be accessible to people with disabilities;

f)        We will notify employees, potential hires, volunteers and the public that accommodations can be made during recruitment and hiring;

g)       We will notify staff that supports are available for those with disabilities. We will put in place a process to develop individual accommodation plans for employees and students. Where needed, we will also provide customized emergency information to help an employee and students with a disability during an emergency;

h)        We will modify or remove an existing policy that does not respect and promote the dignity, independence, integration and equal opportunity of people with disabilities;

i)         Where a person with a disability is accompanied by a Service Animal, the Service Animal will be permitted in all areas of the premises, except where excluded by law. Such laws could include the Food Safety and Quality or the Health Protection and Promotion Act;

j)         Where the Service Animal is a breed that is restricted by the province or municipality, the provisions of the Provincial or municipal law will prevail;

k)       The Service Animal of a person with a disability must be registered with ILAC at Front Desk;

l)         The employee, volunteer, customer or student that is accompanied by a Service Animal is responsible for maintaining care and control of Service Animal at all times while on ILAC premises;

m)     If a health and safety concern presents itself, for example in the form of a severe allergy to the animal, ILAC will make all reasonable efforts to meet the needs of all individuals;

n)       If ILAC staff or volunteer is not able to easily identify that the animal is a service animal, he/she can kindly ask the person to provide documentation (e.g. template, letter, form) from a regulated health professional that confirms that the person needs the service animal for reasons relating to their disability;

o)       Assistive devices such as a cane, a walker, a personal oxygen tank, a wheelchair or mobility scooter are permitted to be used in all common areas of the property. ILAC requests that all compressed gas or oxygen be registered with the Front desk to properly advise the Fire Department in the event of a fire emergency;

p)       Where elevators are not present and where an individual requires assistive device for the purpose of mobility, service will be provided in a location that meets the needs of the customer;

q)       In the event of planned or unexpected disruption of regular service for customers, ILAC will communicate this information to each person with a disability by such means as is appropriate for each individual;

r)        When a notification needs to be posted, it will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available;

s)        If a customer with a disability is accompanied by a Support Person, ILAC will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the Support Person;

t)        A Support Person is subject to the same By-Laws and Rules of ILAC as a customer or guest;

u)       Where a person utilizes a Support Person and confidential information must be discussed, the person with the disability will be asked to consent to the presence of the Support Person during the discussion;

v)     Support person who accompanies the person with a disability due to health or safety reasons may be subjected to an admission and/or tuition fee.

w)   A Support Person may be requested by ILAC to protect the health and safety of the person with the disability or the health and safety of others on the premises;

x)     In case ILAC understands that a person with disability needs a support person to accompany he/she in its premises, before making a decision, ILAC will consult with the person with a disability to understand their needs, consider health or safety reasons based on available evidence and determine if there is no other reasonable way to protect the health or safety of the person or others on the premises;

y)     In such a situation, ILAC will waive the admission fee for the support person, if applicable.


Emergency Communications


Where a person's disability might affect their ability to hear the fire alarm or voice communication system, or where the person with a disability may have difficulty in evacuating their suite in an emergency situation, ILAC will discuss the needs of each person with a disability with them individually to put into place an individual plan to handle the emergency situation.

Once the individual emergency plan for each person with a disability has been established, ILAC and the person with a disability will adhere to that plan in an emergency situation.



ILAC is committed to equal access and participation for people with disabilities who are working, learning or visiting at the school. We welcome your comments and feedback on any accessibility relating to the school. You can submit your comments and feedback by e-mailing with the subject Accessibility Feedback or by contacting Carolina Almeida at