Accessible Customer Service Policy
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.
All goods and services provided by RE/MAX Absolute Realty, Inc. , Brokerage shall follow the principles of dignity, independence, integration and equal opportunity.
a) This policy applies to the provision of goods and services at premises owned and operated by RE/MAX Absolute Realty, Inc., Brokerage.
b) This policy applies to employees, volunteers, agents and/ or contractors who deal with the public or other third parties that act on behalf of RE/MAX Absolute Realty, Inc., Brokerage including when the provision of goods and services occur off the premises of RE/MAX Absolute Realty, Inc., Brokerage such as in: delivery services, call centers, vendors, drivers, catering and third party marketing agencies.
c) The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of goods and services that takes place at premises owned by RE/MAX Absolute Realty, Inc., Brokerage.
d) This policy shall also apply to all persons who participate in the development of the RE/MAX Absolute Realty, Inc., Brokerage’s policies, practices and procedures governing the provision of goods and services to members of the public or third parties.
Assistive Device – is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/ or reading.
Disability – the term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:
Guide Dog – is a highly- trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and increased independence for people who are blind.
Service Animal – as reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if:
Service Dog – as reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other than a guide dog for the blind is a service dog if:
Support Person – as reflected in Ontario Regulation 429/07, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.
In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:
RE/MAX Absolute Realty, Inc., Brokerage 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:
Customer’s own assistive device(s):
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by RE/MAX Absolute Realty, Inc., Brokerage.
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 the access of goods and services. For example, open flames and oxygen tanks cannot be near one another. Therefore, the accommodation of a customer with an oxygen tank may involve ensuring the customer is in a location that would be considered safe for both the customer and business. Or, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the customer.
A customer with a disability that is accompanied by a guide dog, service animal or service dog will be allowed access to 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.
Food Service Areas:
A customer with a disability that is accompanied by a guide dog or service dog will be allowed access to food service areas that are open to the public unless otherwise excluded by law.
Other types of service animals are not permitted into food service areas due to the Health Protection and Promotion Act, Ontario Regulation 562 Section 60.
If a guide dog, service animal or service dog is excluded by law (see applicable laws below) RE/MAX Absolute Realty, Inc., Brokerage 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 employee).
Food Safety and Quality Act 2001, Ontario Regulation 31/05: Animals not intended for slaughter or to be euthanized are not allowed in any area or room of a meat plant. It also makes an exception for service dogs to allow them in those areas of a meat plant where food is served, sold or offered for sale to customers and in those areas that do not contain animals or animal parts and not used for the receiving, processing, packaging, labelling, shipping, handling or storing of animals or parts of animals.
The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, normally does not allow animals in places where food is manufactured, prepared, processed, handled, served, displayed, stored, sold or offered for sale. It does allow guide dogs and service dogs to go into places where food is served, sold or offered for sale. However, other types of service animals are not included in this exception.
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 pitbulls) 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:
If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, RE/MAX Absolute Realty, Inc. , Brokerage may request verification from the customer. Verification may include:
Care and Control of the Animal:
The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all times.
If a health and safety concern presents itself for example in the form of a severe allergy to the animal, RE/MAX Absolute Realty, Inc., Brokerage will make all reasonable efforts to meet the needs of all individuals.
If a customer with a disability is accompanied by a support person, RE/MAX Absolute Realty, Inc. , Brokerage 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.
There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations, RE/MAX Absolute Realty, Inc. , Brokerage will make every reasonable attempt to resolve the issue.
In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.
If payment is required by a support person for admission to the premises RE/MAX Absolute Realty, Inc., Brokerage will ensure that notice is given in advance by posting notice of admission fees for support persons where RE/MAX Absolute Realty, Inc., Brokerage fees are posted.
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of RE/MAX Absolute Realty, Inc., Brokerage. In the event of any temporary disruptions to facilities or services that customer’s with disabilities rely on to access or use RE/MAX Absolute Realty, Inc., Brokerage’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:
In the event that a notification needs to be posted the following information will be included unless it is not readily available or known.
When disruptions occur, RE/MAX Absolute Realty, Inc., Brokerage will provide notice by:
RE/MAX Absolute Realty, Inc., Brokerage shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and notice of the process will be made available by www.remaxabsolute.com. 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.
Customers can submit feedback to:
Customers who wish to provide feedback by completing an onsite customer feedback form or verbally can do so to Joanne Goneau, Broker of Record/ Owner of RE/MAX Absolute Realty, Inc., Brokerage.
Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
Training will be provided to:
a) all employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of RE/MAX Absolute Realty, Inc., Brokerage for example: salespersons, drivers, vendors, event operators, call centers and third party marketing agents; and
b) those who are involved in the development and approval of customer service policies, practices and procedures.
As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:
RE/MAX Absolute Realty, Inc., Brokerage will provide training as soon as practicable. Training will provided to new employees, volunteers, agents and/or contractors who deal with the public or act on our behalf during orientation. Revised training will be provided in the event of changes to legislation, procedures and/or practices.
Record of Training (with businesses with 20 or more employees)
RE/MAX Absolute Realty, Inc., Brokerage will keep a record of training that includes the dates training was provided and the number of employees who attended the training.
(This section applies to businesses with 20 or more employees.)
RE/MAX Absolute Realty, Inc., Brokerage shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer’s disability. Notification will be given by posting the information in a conspicuous place owned and operated by Re/MAX Absolute Realty Inc., Brokerage the Re/MAX Absolute Realty Inc., Brokerage’s website and/or any other reasonable method.
If you have any questions or concerns about this policy or its related procedures please contact:
This policy and its related procedures will be reviewed as required in the event of legislative changes.