At True Health Physiotherapy & Wellness, we are committed to providing accessible customer service to all individuals, including people with disabilities. This policy outlines how we will ensure accessible customer service in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). 

 

Scope 
This policy applies to all staff, volunteers, and individuals involved in providing services to clients at True Health Physiotherapy & Wellness whether directly or indirectly. 

Shape 

 

1. Providing Accessible Customer Service 

We are committed to providing services in a way that respects the dignity and independence of people with disabilities. We will ensure our services are accessible by: 

• Communicating with people with disabilities in ways that consider their individual needs. 

• Providing assistance when requested in a manner that respects the person's independence. 

• Ensuring that individuals with disabilities are given equal opportunity to access the same services as others, with reasonable accommodations when necessary. 

 

2. Assistive Devices 

Clients with disabilities may use their own personal assistive devices while accessing services at True Health Physiotherapy & Wellness. If any assistive device is required to access our services, we will make reasonable efforts to accommodate the device and will assist as needed. 

 

3. Service Animals 

Clients with disabilities may bring their service animals into our clinic. We will ensure that service animals are allowed to accompany their owners in areas open to the public unless the animal is otherwise excluded by law. 

 

4. Support Persons 

A support person may accompany a client with a disability to assist them with their needs. Any person with a disability who is accompanied by a support person will not be charged for the support person's entry to the clinic. In situations where a client with a disability requires a support person during treatment, we will ensure confidentiality and respect for the client's privacy. 

 

5. Notice of Temporary Disruptions 

If there is a disruption to any of the facilities or services that people with disabilities typically use (e.g. accessible washrooms), we will provide notice of the disruption. The notice will include the reason for the disruption, the anticipated duration, and any available alternatives. Notices will be posted in a visible location or provided in an alternative format upon request. 

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6. Training for Staff 

All employees, volunteers, and contractors of True Health Physiotherapy & Wellness will receive training on providing accessible customer service. Training will include: 

• An overview of the AODA and the requirements for accessible customer service. 

• How to interact and communicate with people with various types of disabilities. 

• How to interact with individuals using assistive devices, service animals, or support persons. 

• How to respond to requests for accessible services. 

Training will be provided as soon as possible after hiring, and refresher training will be conducted periodically to ensure compliance. 

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7. Feedback Process 

We welcome feedback from our clients about the accessibility of our services. Clients can provide feedback on the accessibility of our customer service by: 

• Speaking directly with a staff member. 

• Submitting feedback in writing or via email to info@truehealthphysio.ca 

• Filling out a feedback form available at the clinic. 

We will review all feedback and respond promptly, ensuring that any concerns or suggestions are addressed to improve the accessibility of our services. 

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8. Modifications to This Policy 

True Health Physiotherapy & Wellness may modify this policy from time to time. Any changes will be communicated to staff and available to the public. We will also ensure that this policy is available in alternative formats upon request. 

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Contact Information 
If you have any questions or require further information about this policy, please contact: 
True Health Physiotherapy & Wellness 
Phone: 289-349-1102 
Email: info@truehealthphysio.ca 
Address:  
35 Main St S 
Georgetown, ON 
L7G 3G2 

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Effective Date: June 1, 2025 

 

This policy covers all essential aspects of accessible customer service and complies with AODA requirements. Be sure to review it with your team and update it as needed.