Purpose

Tandia is legislatively compliant with all accessibility requirements as of December 2023. The purpose of this 2024-28 plan is to maintain our due diligence and ensure we remain committed to treating people with disabilities in line with the principles of dignity, independence, integration and equality of opportunity.  

Integrated Accessibility Standards Regulation – (IASR)

Ontario Regulation 191/11 – 2014 to Present; supersedes ‘Accessibility Standards for Customer Service’, Ontario Regulation 429/07.

• This Regulation establishes the accessibility standards for each of information and communications, employment and transportation.
• The requirements in the standards set out in this Regulation are not a replacement or a substitution for the requirements established under the Human Rights Code nor do the standards limit any obligations owed to persons with disabilities under any other legislation.
• Except as otherwise provided in this Regulation, this Regulation applies to the Government of Ontario, the Legislative Assembly, every designated public sector organization and to every other person or organization that provides goods, services or facilities to the public or other third parties and that has at least one employee in Ontario.

Part I – General

Section 3 – Establishment of Accessibility Policies

Actions Completed

1. Tandia developed and implemented its accessibility policies which outlines how we continually remain accessible per this Regulation.
2. Tandia incorporated a statement of commitment within policies, and as a standalone statement, to meet the accessibility needs of persons with disabilities in a timely manner; the Statement of Commitment is available publicly on our Tandia website and internally via our intranet.
3. Tandia developed a document describing all policies that have been implemented since the IASR first came into effect and ensures it is publicly available; accessible document available upon request.

• Compliant as of January 1^st, 2014

Action Plan

1. Remain compliant and committed to accessibility for Ontarians with disabilities.
2. Incorporate any new regulatory or legislative requirements.

Section 4 – Accessibility Plans

Actions Completed

1. Tandia developed a multi-year accessibility plan, which outlines the organization’s strategy to prevent and remove barriers and meet its requirements under this Regulation.
2. Tandia’s plan is posted on the website and is available in an accessible format.
3. Tandia has continued to work towards completion of AODA requirements within applicable timeframes and reviews, updates and communicates as necessary or at least once every five years.

• Compliant as of January 1^st, 2014

Action Plan

1. Renewed commitment with a 2024 – 2028 5-year plan.
2. Review and revise plan as required; at least once every 5 years.

Section 5 – Procurement or Acquiring Goods, Services or Facilities

Actions Completed

1. Two new workspaces were constructed in 2019 for the Administration Centre and the Corporate Office. Appropriate permits were in place prior to any construction.
2. Leased branch locations are selected with accessibility in mind and have been since AODA inception.

• Compliant as of January 1^st, 2014

Action Plan

1. Ensure proper permits are in place prior to any construction.

Section 6 – Self-Service Kiosks

Actions Completed

1. All kiosks (interactive electronic terminals, ATMs) have been identified and Tandia incorporates accessibility features when designing, procuring, or acquiring self-serve kiosks on an ongoing basis.
2. Tandia has regard for the accessibility for persons with disabilities when designing, procuring, or acquiring self-service kiosks.

• Compliant as of January 1^st, 2014

Section 7 – Training

Actions Completed

1. Tandia provides training, as soon as practicable, in relation to accessible member service, Ontario’s accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities in accordance with legislation and regulations.
2. All records are maintained in accordance with legislation and regulations.

• Compliant as of January 1^st, 2014

Action Plan

1. Ensure any new hires are trained on accessibility and customer service standards within two weeks of hire.
2. Provide training anytime an update is required within a reasonable timeframe.

Part II – Information and Communications Standards

Section 11 - Feedback

Actions Completed

1. Tandia welcomes feedback on how we provide accessible member service and an accessible workspace to meet our legislative and regulatory requirements. Key stakeholder feedback helps us identify and remove barriers on an ongoing basis.
2. Feedback can be provided via our website – ‘contact us’ form, by telephone, via mail, in person and via email.

• Compliant as of January 1^st, 2015

3. Tandia ensures the public is aware of the various formats to provide feedback relative to accessibility.

• Compliant as of January 1^st, 2016

Action Plan

1. When feedback is received, review process and applicable items.
2. Continually ensure public is aware of the ways in which to provide feedback – via our website, in person, over the phone and in writing.

Section 12 – Accessible Formats and Communication Supports

Actions Completed

1. Tandia is committed to communicating with people with disabilities in ways that consider their disability. When communicating with persons with disabilities, we have a process for receiving and responding to feedback and this process is accessible to persons with disabilities upon request.
2. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports:
   1. In a timely manner, considering the person’s accessibility needs due to disability; and
   2. At a cost that is no more than the regular cost charged to other persons.
3. We consult with the person making the request in determining the suitability of an accessible format or communication support. If Tandia determines that information or communications are unconvertible, we will provide the requestor with:
4. An explanation as to why the information or communications are unconvertible; and
5. A summary of the unconvertible information or communications.
6. We notify the public about the availability of accessible formats and communications supports via our website, in-person and via telephone.

• Compliant as of January 1^st, 2016

Section 13 – Emergency Procedure, Plans or Public Safety Information

Actions Completed

1. Upon request, we provide information about our organization and its services, including public safety information, in accessible formats or with communication supports:
2. In a timely manner, considering the person’s accessibility needs due to disability; and
3. At a cost that is no more than the regular cost charged to other persons.

• Compliant as of January 1^st, 2016

Action Plan

1. Review emergency procedures on an ongoing basis and revise as required.

Section 14 - Accessible Website and Web Content

Actions Completed

1. Platforms are provided via Central 1 and due diligence is practiced by Tandia to ensure compliance with accessibility guidelines for websites and web content.

• Compliant as of January 1st, 2014

Part III – Employment Standards

Section 22 – Recruitment – General Requirements

Actions Completed

1. Tandia notifies employees and the public about the availability of accommodation for applicants with disabilities in its recruitment processes via our careers page, footers in each job posting/job description and verbally throughout the recruitment process. 

• Compliant as of January 1^st, 2016

Section 23 – Recruitment, Assessment or Selection Process

Actions Completed

1. Tandia notifies job applicants via email or verbally, that accommodations are available upon request in relation to materials or processes to be used when they are individually selected to participate in an assessment or selection process. In general, applicants are informed that accommodation is available upon request via our careers page.
2. Tandia consults with the applicant and provides or arranges for the provision of suitable accommodation which considers their accessibility needs due to a disability.

• Compliant as of January 1^st, 2016

Section 24 – Notice to Successful Applicants

Actions Completed

1. Successful applicants are notified within the job offer that accommodation is available upon request for employees with disabilities.

• Compliant as of January 1^st, 2016

Section 25 – Informing Employees of Supports

Actions Completed

1. Tandia has a Workplace Accommodation Policy in place that informs employees of the supports available for those who require accommodations to perform their job.
2. Tandia provides all new hires with information about our Workplace Accommodation Policy during the on-boarding process.
3. Tandia's employees are notified of updates to information whenever there is a change to existing policies per our regular 'Operational Release' policies and schedules.

• Compliant as of January 1^st, 2016

Section 26 – Accessible Formats and Communication Supports for Employees

Actions Completed

1. Tandia has a collaborative process in place to consult with an employee with respect to the provision of accessible formats and communications supports via:

• Writing, email, or texting;
• Captions;
• Audio description;
• Devices that convert text to speech;
• Reading aloud;
• Rephrasing in clear language;
• Compliant as of January 1st, 2016

Section 27 – Workplace Emergency Response Information

Actions Completed

1. Tandia developed a Workplace Emergency Response Plan template and communicates information about this template and instructions on an annual basis and/or when an employee moves to a different location within the organization.
2. A copy of this policy can be obtained by contacting the Human Resources Department.
3. Tandia has a process in place to create and communicate personalized emergency plans to employees in need of assistance during emergencies and designated person(s) will be notified of said plan should they be required to assist.
4. Information is provided as soon as practicable after Tandia becomes aware of the need for an accommodation due to the employee's disability.
5. Tandia has a process in place to review and amend, if necessary, the emergency response plan.

• Compliant as of January 1^st, 2012

Action Plan

1. Review all emergency response plans on an annual basis, or as required if an employee transfers to a different department or location.

Section 28 – Documented Individual Accommodation Plans

Actions Completed

1. Tandia developed a written process for the development of documented individual accommodation plans for employees with disabilities.
2. Tandia continually incorporates elements of legislative and requirements into the accommodation process including:

• The manner in which an employee requesting accommodation can participate in the development of the individual accommodation plan.
• The means by which the employee is assessed on an individual basis.
• The manner in which the employer can request an evaluation by an outside medical or other expert, at the employer’s expense, to assist the employer in determining if accommodation can be achieved and, if so, how accommodation can be achieved.
• The manner in which the employee can request the participation of a representative from their bargaining agent, where the employee is represented by a bargaining agent, or other representative from the workplace, where the employee is not represented by a bargaining agent, in the development of the accommodation plan.
• The steps taken to protect the privacy of the employee’s personal information.
• The frequency with which the individual accommodation plan will be reviewed and updated and the manner in which it will be done.
• If an individual accommodation plan is denied, the manner in which the reasons for the denial will be provided to the employee.
• The means of providing the individual accommodation plan in a format that takes into account the employee’s accessibility needs due to disability.

3. Tandia continually develops individual accommodation plans which incorporate the requirements of an accessible format and communication supports if requested, the inclusion of a Workplace Emergency Response Plan if required and identifies any other accommodation to be provided.

• Compliant as of January 1^st, 2016

Section 29 – Return to Work Process

Actions Completed

1. Tandia developed a Return to Work process which incorporates regulatory requirements for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work and it is a documented process.
2. Tandia’s Return to Work process:
3. Outlines the steps taken to facilitate the return to work of employees who were absent because their disability required them to be away from work; and
4. Use documented individual accommodation plans, as described in section 28, as part of the process.
5. The return to work process referenced in this section does not replace or override any other return to work process created by or under any other statute.

• Compliant as of January 1^st, 2016

Section 30 – Performance Management

Actions Completed

1. Tandia considers the accessibility needs of employees with disabilities, as well as individual accommodation plans, when using the performance management process.
2. Tandia defines performance management as: related to assessing and improving employee performance, productivity and effectiveness, with the goal of facilitating employee success.

• Compliant as of January 1^st, 2016

Section 31 – Career Development and Advancement

Actions Completed

1. Tandia considers the accessibility needs of employees with disabilities, as well as any individual accommodation plans, when providing career development and advancement to its employees with disabilities.
2. Tandia defines ‘career development and advancement’ as providing additional responsibilities within an employee’s current position and the movement of an employee from one job to another in an organization that may be higher in pay, provide greater responsibility or be at a higher level in the organization or any combination of them and, for both additional responsibilities and employee movement, is usually based on merit or seniority, or a combination of them.

• Compliant as of January 1^st, 2016

Section 32 - Redeployment

Actions Completed

1. Tandia considers the accessibility needs of employees with disabilities, as well as any individual accommodation plans, when redeploying employees with disabilities.
2. Tandia defines ‘redeployment’ as the reassignment of employees to other departments or jobs within the organization as an alternative to layoff, when a particular job or department has been eliminated by the organization.

• Compliant as of January 1^st, 2016

Part IV.1 - Design of Public Spaces and Standards*

* With consideration of Ontario Building Code Regulation 350/06 to limit the probability that, as a result of the design or construction of a building, a person with a physical or sensory disability will be unacceptably impeded from accessing the building or circulating within it.

Actions Completed

1. Tandia follows proper protocol with respect to permit requests for a designated ‘large organization’.
2. In the past, proper permits were granted prior to any construction or significant structural changes to existing buildings.

• Compliant as of January 1^st, 2017

Action Plan

1. Ensure proper permits are in place prior to any construction.

Section 80.44 - Maintenance

Actions Completed

1. Tandia has procedures in place for preventative and emergency maintenance of the accessible elements within public spaces via our Health and Safety Committee and in conjunction with legislative bodies.
2. Established procedures are in place for member service and employee access in the event of temporary service disruptions.

• Compliant as of January 1st, 2017

Part IV.2 – Customer Service Standards

Section 80.45 – Scope and Interpretation

Actions Completed

1. Tandia has a policy in place stating that an animal is a service animal for a person with a disability if,
   1. The animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, as a result of visual indicators such as the vest or harness worn by the animal; or
   2. The person provides documentation from one of the following regulated health professionals confirming that the person requires the animal for reasons relating to the disability:
      1. A member of the College of Audiologists and Speech-Language Pathologists of Ontario.
      2. A member of the College of Chiropractors of Ontario.
      3. A member of the College of Nurses of Ontario.
      4. A member of the College of Occupational Therapists of Ontario.
      5. A member of the College of Optometrists of Ontario.
      6. A member of the College of Physicians and Surgeons of Ontario.
      7. A member of the College of Physiotherapists of Ontario.
      8. A member of the College of Psychologists of Ontario.
      9. A member of the College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.

• Compliant as of December 31st, 2012

Section 80.46 – Establishment of Policies

Actions Completed

1. Tandia developed, implemented and maintains policies governing the provision of services to persons with disabilities and the policies are available upon request; the public is notified via our website at www.tandia.com.
2. Tandia uses reasonable efforts to ensure that the policies are consistent with the following principles:

• Dignity – Persons with disabilities are treated in a manner that maintains self-respect and the respect of other people.
• Equality of Opportunity – Persons with disabilities have an opportunity to access Tandia equal to that given to others.
• Independence – Persons with disabilities have the freedom to do things on their own without unnecessary help or interference from others.
• Integration – Persons with disabilities benefit from the same services, in the same place and in the same or similar way as other members or employees, unless an alternate measure is necessary for enabling access. When communicating with a person with a disability, the provider shall do so in a manner that considers the person’s disability.

3. Tandia’s policy also permits people with disabilities to use their personal assistive devices when accessing our services and/or 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 services and/or facilities.

• Compliant as of December 31^st, 2012

Section 80.47 – Use of Service Animals and Support Persons

Actions Completed

1. Tandia established policy outlining the use of service animals and assistance from support persons. The policy has been reviewed and amended as required as regulations evolved.

• Compliant as of December 31st, 2012

Section 80.48 – Notice of Temporary Disruptions

Actions Completed

1. Tandia established a policy whereby in the event of a planned or unexpected disruption to services or facilities for members and staff with disabilities, Tandia will provide notice promptly via our website, on-site and via our intranet.
2. The policy has been reviewed and amended as required as regulations evolved.

• Compliant as of December 31^st, 2012

Section 80.49 – Training for Staff

Actions Completed

1. Tandia provides training modules for all applicable employees and elected officials who deal with members on behalf of Tandia at the beginning of their tenure and updates as applicable; all records are kept in accordance to applicable laws and regulations and will be provided upon request via the Human Resources Department.
2. The policy has been reviewed and amended as required as regulations evolved.

• Compliant as of December 31^st, 2012

Section 80.50 – Feedback

Actions Completed

1. Tandia established a policy that welcomes feedback on how we provide accessible member service to meet our legislative requirements.
2. We notify the public about the availability of accessible formats and communication supports via our public website, on-site at our various locations, via telephone by our automated service and/or the member solutions centre team.

• Compliant as of December 31^st, 2012

Section 80.51 Format of Documents

Actions Completed

1. A policy was drafted ensuring Tandia employees are trained to communicate with people with disabilities in ways that consider their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports - in a timely manner, and at a cost that is no more than the regular cost charged to other persons.
2. We will consult with the person making the request in determining the suitability of an accessible format or communication support. If Tandia determines that information or communications are unconvertible, we will provide the requestor with:
3. An explanation as to why the information or communications are unconvertible; and
4. A summary of the unconvertible information or communications.
5. We notify the public about the availability of accessible formats and communication supports via our public website, on-site at our various locations, via telephone by our automated service and/or the Member Solutions Centre team.

• Compliant as of December 31^st, 2012

Action Plan

1. Communicate and train required individuals should any updates to processes, policies, procedures occur.

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