The following policy has been established by OSL Retail Services Inc. and OSL Direct Services Inc. (“OSL”) to govern company programs, services and facilities in accordance with Regulation 797/ll, “Integrated Accessibility Standards” (“Regulation”) under the Accessibility for Ontarians with Disabilities Act, 2005, as amended by 0. Reg. 165/16.

This policy has been developed to break down barriers and increase accessibility for persons with disabilities in the areas of information and communications as well as employment.

OSL is governed by this policy as well as the Accessibility Standards for Customer Service Policy and the Accessibility for Ontarians with Disabilities Act, 2005.


OSL is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of persons with disabilities with respect to the company’s programs, services and facilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Regulation and the Accessibility for Ontarians with Disabilities Act., 2005.

This policy will be implemented in accordance with the time frames established by the Regulation [click here for plan]


OSL has developed an Accessibility Plan outlining the company’s strategy to prevent and remove barriers from its workplace and to improve opportunities for persons with disabilities.

The Accessibility Plan will be reviewed and updated annually and will be posted on the company’s website. Upon request, OSL will provide a copy of the Accessibility Plan in a downloadable and printable format.



Upon request, OSL will provide, or will arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner that considers the person’s accessibility needs due to disability. These formats will be available for individuals seeking to provide feedback.

We are committed to providing all written communication including invoices, letters etc. in a format that is accessible to all our employees, customers and partners. This may include large print, email etc. We will answer any questions about the content of any written document in person, by telephone or email.

OSL will consult with the person making the request in determining the suitability of an accessible format or communication support.


OSL will ensure that websites, including web content, conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level A (January l, 2074). We will also take steps to ensure that all company websites and content conform with WCAG 2.0 Level AA (except as outlined in the Regulation).


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

We will offer to communicate by other means including letter mail, e-mail, or facsimile if telephone communication is not suitable to their communications needs or is not available.


OSL will provide employees, customers and partners with notice in the event of a planned or unexpected disruption in 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 reception areas on our premises.



OSL will notify its employees and the public about the availability of accommodations for applicants with disabilities in its recruitment process.


OSL will notify job applicants, when they are individually selected to participate further in an assessment or selection process, that accommodations are available upon request in relation to the materials or processes to be used.

If a selected applicant requests an accommodation, OSL will consult with the applicant and provide, or arrange for the provision of, a suitable accommodation in a manner that considers the applicant’s accessibility needs due to disability.


When making offers of employment, OSL will notify the successful applicant of its policies for accommodating employees with disabilities.


OSL will continue to inform its employees of its policies (and any updates to those policies) used to support employees with disabilities, including policies on the provision of job accommodations that consider an employee’s accessibility needs due to disability. This information will be provided to new employees as soon as practicable after commencing employment.


Upon the request of an employee with a disability, OSL will consult with the employee to provide, or arrange for the provision of, accessible formats and communication supports for information that is needed to perform their job, and information that is generally available to other employees.

In determining the suitability of an accessible format or communication support, OSL will consult with the employee making the request. However, the company reserves the flexibility to decide on the most appropriate accessible formats or communication supports for employees (based on the needs of the specific employee and the capacity of the company to provide the support).


OSL will provide individualized workplace emergency response information to employees who have a disability, if the disability is such that individualized information is necessary, and if OSL is aware of the need for accommodation due to the employee’s disability. OSL will provide this information as soon as practicable after becoming aware of the need for accommodation.

Where the employee requires assistance, OSL will, with the consent of the employee, provide the workplace emergency response information to the person designated by OSL to assist the employee.

OSL will review the individualized workplace emergency response information (i) when the employee moves to a different location in the organization, (ii) the employee’s overall accommodations needs are reviewed, or (iii) the employee’s individual accommodation plans are reviewed.


OSL will maintain a written process for the development of documented individual accommodation plans for employees with disabilities.

If requested, information regarding accessible formats and communications supports provided will also be included in individual accommodation plans.

In addition, the plans will include individualized workplace emergency response information (where required) and will identify any other accommodation that is to be provided.


OSL maintains a documented return-to-work process for its employees who have been absent from work due to a disability and who require disability-related accommodations to return to work.

The return-to-work process outlines the steps OSL will take to facilitate the return to work and will include documented individual accommodation plans.

This return-to-work process will not replace or override any other return to work process created by or under any other statute (ie., the Workplace Safety Insurance Act, 7997).


OSL will consider the accessibility needs of employees with disabilities, as well as individual accommodation plans, when conducting performance management, providing career development and advancement to employees, or redeploying employees.


OSL will provide training to employees and volunteers; persons who participate in developing OSL policies; and, other persons who provide goods, services or facilities on behalf of the company.

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

The training will be appropriate to the duties of the employees, volunteers and other persons.

Employees will be trained when changes are made to the accessibility policy. New employees will be trained upon being hired as part of their orientation.

OSL will keep a record of the training it provides.


OSL is committed to providing accessible and inclusive customer service to all individuals, including those with disabilities. The principles of dignity, independence and equal opportunity are at the forefront when OSL delivers its services.

OSL will strive to provide services in a manner that promotes independence for individuals with disabilities. We are dedicated to providing integrated services to individuals with disabilities, allowing them to fully benefit from and participate in our offerings alongside those without disabilities.

We will ensure that individuals with disabilities have the same opportunities to access our services, in the same place and in a similar manner as others.

OSL will communicate with individuals with disabilities in ways that consider their disability. This includes training employees on how to interact and communicate with people with various disabilities.

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. We will ensure that our employees are trained and familiar with various assistive devices that may be used by people with disabilities while access1ng our services.

OSL will accommodate individuals with disabilities to the point of undue hardship, including but not limited to offering accessible formats of information, assistive devices, service animals, and support persons.

We are committed to welcoming people with disabilities who are accompanied by a service animal on the areas of our offices that are open to the public and other third parties.

We will ensure that all staff dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal. We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will have access to their support person at all times while on our premises.


OSL is committed to incorporating inclusive design principles that consider the diverse needs of individuals with disabilities, ensuring that public spaces are usable by everyone to the greatest extent possible.

We will strive to provide spaces that afford individuals with disabilities the same opportunities to participate in and enjoy services, programs, and facilities as those without disabilities. This includes considering elements such as clear pathways, appropriate signage, and accessible amenities.


We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities and any policy of OSL that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

This policy exists to achieve an accessible and equitable experience for every one of our diverse and valued employees, clients and partners in all office locations in Ontario in accordance with the requirements of the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”). Questions about the policy, or requests for clarification about the purpose of the policy, may be sent to:

Phone: (905) 766-4074
Mail: 5090 Orbitor Dr #1, Mississauga, ON L4W 5B5