Accessibility Policy
A. Purpose and Commitment
MSi is committed to maintaining an accessible environment for persons with disabilities in the delivery of
its services, in its relationships with employees and as otherwise required by the Accessibility for Ontarians
with Disabilities Act, 2005 (“AODA”). MSi is committed to ensuring equal access and participation for
people with disabilities and to treating people with disabilities in a way that maintains their dignity and
independence. MSi believes in integration and is committed to meeting the needs of people with
MSi is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code
(“HRC”) and under AODA.
B. Definitions
For the purposes of this policy:
Accessibility means giving people of all abilities opportunities to participate fully in everyday life. It is used
to describe how widely a service, product, device, or environment is available to as many people as
possible. Accessibility can be seen as the ability to access and benefit from a system, service, product or
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.
C. Provision of Services to Persons with Disabilities
People with disabilities may use their personal assistive devices when accessing MSi’s goods, services or
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 will ensure that our staff are trained and familiar with various assistive devices we may have on site
or that we provide that may be used by customers with disabilities while accessing our goods, services or
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.
When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide
documentation from a regulated health professional that confirms the person needs the service animal
for reasons relating to their disability.
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, MSi may require a person with a disability to be accompanied by a support person, but
only if a support person is necessary to protect the health and safety of the person with a disability, or
others on the premises.
D. Information and Communication
MSi will communicate with people with disabilities in ways that take into account their disability.
We will work with persons with disabilities to determine what method of communication works best for
them and when asked, MSi will provide information about our organization, its services and its
accessibility policies in accessible formats or with communications supports at no additional cost.
Members of the public will be notified of the foregoing through MSi’s website.
MSi will also meet internationally-recognized Web Content Accessibility Guidelines website requirements
in accordance with section 14 of AODA.
E. Employment
MSi will notify employees, potential hires and the public that accommodations can be made during
recruitment and hiring.
We will notify staff that supports are available for those with disabilities, and make them aware of the
relevant MSi policies and any changes thereto. MSi will put in place a process to develop individual
accommodation plans for employees.
Upon request of an employee with a disability, MSi will provide accessible formats and/or communication
supports in relation to information required to perform the job, and information that is generally available
to employees in the workplace.
Where needed, MSi will also provide customized emergency information to help an employee with a
disability during an emergency.
Our performance management and career development processes will take into account the accessibility
needs of employees and any accommodation plans, when implemented in relation to employees with
F. Training
MSi is committed to training its staff and volunteers in Ontario’s accessibility laws and aspects of the HRC
that relate to persons with disabilities.
ccessibility training of employees and/or volunteers will be provided in relation to the individual’s
specific role.
Accessibility training will be offered as soon as is practicable after hiring.
Training will include:
The purpose of AODA and the requirements of the customer service standard;
HRC provisions dealing with persons with disabilities;
MSi’s accessibility policies;
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; and
What to do if a person with a disability is having difficulty in accessing MSi’s goods, services or
Staff will also be trained when changes are made to any of MSi’s relevant policies and procedures.
G. Feedback Process
MSi welcomes any feedback on how we provide services, goods and/or facilities to persons with
disabilities. Feedback will help us identify barriers and respond to concerns. Individuals may provide
feedback to Ranya Zaatar by:
Mail: Floor 3 - 360 Lisgar Street, Ottawa ON. K2P 3E4
In person: Floor 5 - 360 Lisgar Street, Ottawa ON. K2P 3E4
All feedback, including complaints, will be reviewed and assessed on an individual basis. Where possible,
the issues raised will be addressed. In the event that a complaint raises issues which cannot be addressed
by MSi, we will notify the complainant.
MSi is committed to ensuring our feedback process is accessible to people with disabilities and will arrange
for accessible formats and communication supports on request.
H. Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities
MSi will notify customers promptly. This clearly posted notice will include information about the reason
for the disruption, its anticipated length, and a description of alternative facilities or services, if available.
The notice will be communicated on both MSi’s official website at and posted externally
at the entrance of 360 Lisgar Street
I. Modifications to this or other policies
Any policies of MSi that do not respect and promote the principles of dignity, independence, integration
and equal opportunity for people with disabilities will be modified or removed.
No changes will be made to this policy unless the impact of such changes on persons with disabilities has
been considered.