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Accessibility Policy

Our Mission
The mission of the Ontario Lung Association is to be the recognized leader, voice, and primary resource for lung health to enable all people to breathe with ease.

Our Commitment
The Ontario Lung Association respects the dignity and independence of people with disabilities.  We strive to provide our programs and services in a manner that is accessible to all Ontarians and we are committed to offering equal opportunity employment to all.

This policy describes our commitment to providing accessibility with respect to customer service and our commitment to the safety of employees with disabilities.

Providing Programs and Services to People with Disabilities

The Ontario Lung Association is committed to excellence in serving the public including people with disabilities.  To ensure access to our programs and services and the benefit of the same services, in the same place and in a similar way to all, we will carry out our functions and responsibilities in the following areas:

We will communicate with people with disabilities in ways that take into account their disability.

We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

Telephone Services
We are committed to providing fully accessible telephone service to all callers.  We will train staff to communicate over the telephone in clear and plain language and to speak clearly and slowly.

We will offer to communicate with customers by e-mail or by providing printed materials where possible if telephone communication is not suitable to their communication needs or is not available.

Assistive Devices
We are committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our programs and services.  We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our programs or services.

Educational Materials
We are committed to providing fully accessible educational materials.  For this reason, every effort will be made to provide educational materials in alternative formats where possible, including hard copy, CD-Rom or DVD, web-based and large-print.  In addition, knowledgeable staff will be available to read or explain educational materials as necessary, or answer any questions. 

We will ensure that our staff are familiar with and trained to offer educational materials in the alternative formats that are available, and to refer persons with disabilities and/or their caregivers or companions to appropriate staff if further assistance is required.

Tax Receipts
We are committed to providing accessible tax receipts for eligible donations to all of our donors. For this reason, receipts will be provided in hard copy or by e-mail, or hand-delivered where possible.

We will answer any questions donors may have about the content of the receipt by telephone or e-mail, or in person where possible.

Use of Service Animals and Support Persons
We are committed to welcoming persons with disabilities who are accompanied by a service animal to the parts of our offices that are open to the public and other third parties.  We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with persons with disabilities who are accompanied by a service animal.

We are committed to welcoming persons with disabilities who are accompanied by a support person.  Any person with a disability who is accompanied by a support person will be allowed to enter Lung Association premises with his or her support person.  At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Support persons will be admitted free of charge to educational events.  For other ticketed events or fund raising activities requiring a minimum registration fee, any attendees not invited as guests of The Lung Association, including support persons, will pay the standard fees.  Participants and visitors will be informed of this by a notice that will be posted at all Lung Association events at which a fee is charged and in promotional materials for such events.

Notice of Temporary Disruption
The Lung Association will provide notice in the event of a planned or unexpected disruption in access to the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

The notice will be placed at all public entrances and on our premises.


Training for Staff

The Lung Association will provide training to

  • all employees, and
  • volunteers and others who deal with the public or other third parties on our behalf, and
  • all those who are involved in the development and approvals of customer service policies, practices and procedures.  

Training will include the following:

  • the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
  • 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 any assistive devices that may be available on our premises or otherwise that may help with the provision of goods or services to people with disabilities;
  • what to do if a person with a disability is having difficulty in accessing our goods and services; and
  • The Lung Association’s policies, practices and procedures relating to the customer service standard.

Applicable staff will be trained on policies, practices and procedures that affect the way programs and services are provided to persons with disabilities.  Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Feedback Process

The ultimate goal of the Ontario Lung Association is to meet and surpass expectations while serving persons with disabilities.  Comments on our services regarding how well these expectations are being met are welcome and appreciated.

Feedback regarding the way the Association provides goods and services to people with disabilities can be made verbally in person or by telephone, or in writing by e-mail or letter to the Director of Human Resources, Ontario Lung Association, at  A written response will be provided within three business days.

At Lung Association events and activities, feedback should be directed to the person in charge of an Association event.  Any concerns will be addressed immediately to the extent that it is possible and practical to do so during the event, or for future events and activities.