F12.net Accessibility Policy
Statement of Organizational Commitment
F12 is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and all other applicable provincial accessibility laws.
F12 is committed to meeting its current and ongoing obligations respecting non-discrimination. F12 is committed to excellence in serving and providing goods, services, or facilities to all customers at all services locations, including people with disabilities.
Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.
Application and Scope
This Policy is made pursuant to the requirements of the Accessibility for Ontarians with Disabilities Act and all other applicable provincial accessibility law and addresses how the Business will achieve accessibility. This policy will be reviewed and updated as necessary at least every five years and posted on our website.
For purpose of this Policy and Plan, “disability” is defined as follows:
- 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,
- a condition of mental impairment or a developmental disability,
- a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
- a mental disorder, or
- an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
Policies
Training
We are committed to training all staff and volunteers in accessible customer service, other provincial accessibility standards and aspects of Human Rights Codes that relate to persons with disabilities.
In addition, we will train:
- All persons who participate in developing the organization’s policies; and
- All other persons who provide goods, services or facilities on behalf of the organization
Training of our employees and volunteers on accessibility relates to their specific roles. Training includes:
- Purpose of the Accessibility for Ontarians with Disabilities Act and the requirements of the Customer Service Standards
- Our policies related to the Customer 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
- How to use the equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities
- What to do if a person with a disability is having difficulty in accessing F12’s goods, services or facilities.
We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies. We maintain records of the training provided including the dates on which the training was provided and the number of individuals to whom it was provided.
Assistive Devices
People with disabilities may use their personal assistive devices when accessing our goods, services and facilities. In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services, or facilities. We ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities.
Communication
We communicate with people with disabilities in ways that take into account their disability. We will work with the person with disabilities to determine what method of communication works for them.
Service Animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public and third parties.
When we cannot easily identify that an animal is a service animal, our staff may ask for documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.
A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.
A regulated health professional is defined as a member of one of the following colleges:
- College of Audiologists and Speech-Language Pathologists of Ontario
- College of Chiropractors of Ontario
- College of Nurses of Ontario
- College of Occupational Therapists of Ontario
- College of Optometrists of Ontario
- College of Physicians and Surgeons of Ontario
- College of Physiotherapists of Ontario
- College of Psychologists of Ontario
- College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario
If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:
- Explain why the animal is excluded
- Discuss with the customer another way of providing goods, services or facilities
Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. In certain cases, F12 might require a person with a disability to be accompanied by a support person for the health or safety reasons of:
- The person with a disability
- Others on the premises
Before making a decision, F12 will:
- Consult with the person with a disability to understand their needs
- Consider health and safety reasons based on available evidence
- Determine if there is no other reasonable way to protect the health or safety of the person or others on the premises
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, F12 will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
Feedback Process
F12 welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns. Feedback may be provided in the following ways:
- Via email to people@f12.net
- Via phone at 416-736-8386
- Via mail and In-Person at one of the following F12 locations below or any listed on our website (www.F12.net):
- 13555 156 St NW, Edmonton, AB T5V 1R9
- 220 Markland St Unit A-2, Markham, ON L6C 1T6
- 17577 56 Ave #200, Surrey, BC V3S 1C4
All feedback, including complaints will be directed to the appropriate department/manager for review. Customers can expect to hear back in 5-7 business days. F12 ensures our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.
Notice of Availability of Documents
F12 notifies the public that documents related to accessible customer service, are available upon request by posting a notice in our work locations. F12 will provide these documents in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.
Information and Communications
We have a process for receiving and responding to feedback and the process is accessible to persons with disabilities upon request. We communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about F12 and its services, including public safety, in accessible formats or with communication supports:
- In a timely manner, taking into account the person’s accessibility needs due to disability; and
- At a cost that is no more than the regular cost charged to other persons.
We will consult with the person making the request in determining the suitability of an accessible format or communication support. If the organization determines that information or communications are unconvertible, the organization shall provide the requestor with:
- An explanation as to why the information or communications are unconvertible; and
- A summary of the unconvertible information or communications.
We will also meet internationally-recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.
Employment
We notify employees, job applicants and the public that accommodations can be made during recruitment and hiring. We notify job applicants when they are individually selected to participate in an assessment or selection process that accommodations are available upon request. We consult with the applicants and provide or arrange for suitable accommodation.
We notify successful applicants of policies for accommodating employees with disabilities when making offers of employment.
We notify staff that supports are available for those with disabilities as soon as practicable after they begin their employment. We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation that take into account an employees accessibility needs due to a disability.
We will consult with employees when arranging for the provision of suitable accommodation in a manager that takes into account the accessibility needs due to disability. We will consult with the person making the request in determining the suitability of an accessible format or communication supports specifically for:
- Information that is needed in order to perform the employee’s job; and
- Information that is generally available to employees in the workplace
Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. With the employee’s consent, we will provide workplace emergency information to a designated person who is providing assistance to that employee during an emergency.
We will provide the information as soon as practicable after we become aware of the need for accommodation due to the employee’s disability.
We will review the individualized workplace emergency response information:
- When the employee moves to a different location in the organization;
- When the employee’s overall accommodations needs or plans are reviewed; and
- When the employer reviews its general emergency response policies.
We have a written process to develop individual accommodation plans for employees.
We have a written process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work.
Our performance management, career development and redeployment processes take into account the accessibility needs to all employees.
Changes to Existing Policies
Any policies of F12 that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.
This document is publicly available. Accessible formats are available upon request.
F12 Multi-year Accessibility Plan
Statement of Organizational Commitment
F12 is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and all other applicable provincial accessibility laws.
F12 is committed to meeting its current and ongoing obligations respecting non-discrimination. F12 is committed to excellence in serving and providing goods, services, or facilities to all customers at all services locations, including people with disabilities.
Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.
Strategies and Actions
1. Customer Service
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Action Plan Status Proposed compliance deadline Ensure notices are posted in accessible formats in offices and other service facilities Ongoing 01/31/2024 Develop and implement strategies to support F12’s employees in providing accessible customer service. Ongoing 12/31/2024
2. Training
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Action Plan Status Proposed compliance deadline Commitment to training all staff, volunteers and all other persons who provide services on behalf of the organization in accessible customer service, other Ontario’s accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities. Complete 12/31/2023 Incorporate training into the employee orientation process for new employees Complete 12/31/2023 Maintain record of training provided, including date provided and whom it was provided to Complete 12/31/2023 Review training once every five years and ensure employee knowledge remains current Not Started 12/31/2027
3. Information and Communication
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Action Plan Status Proposed compliance deadline Ensure website and web content published is accessible to people with disabilities and evaluated for accessibility to ensure conformance with Web Content Accessibility Guidelines (WCAG) 2.9 AA guidelines Ongoing 06/30/2024 Establish procedures to ensure web sites and web content conform to appropriate standards Not Started 12/31/2024 Conduct audit on all websites and web content to determine if AODA requirements are met and develop remediation plan if content does not conform to requirements Not Started 12/31/2024
4. Employment
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Action Plan Status Proposed compliance deadline Provide new hires, as part of their orientation package, F12’s internal accommodation policy. The policy will outline all support for employees with disabilities including but not limited to emergency planning/responses, accessible formatting, communication support and availability of accessible career development, job change and performance management processes. Ongoing 01/31/2024 Develop and implement recruitment strategies to help increase the representation of persons with disabilities. Ongoing 12/31/2024 Expand mental health resources and services, including for employees with disabilities Not started 12/31/2025
5. General
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Action Plan Status Proposed compliance deadline Review AODA policy at least once every five years or whenever F12 practices and/or procedures change to ensure policy is up to date and all AODA requirements are integrated Not Started 12/31/2027 Prepare annual status updates on what has been accomplished in multi-year accessibility plan and post update on website Not Started 12/31/2024
For more information: for more info on this plan or for accessible formats of this document, please contact people@f12.net. Our accessibility plan is publicly posted at www.f12.net.