Our commitment
Mobility Specialties is committed to providing our goods and services in a way that respects the dignity and independence of people with disabilities, to integrating our services so that everyone can benefit from them in the same way wherever possible, and to giving people with disabilities an equal opportunity to obtain, use and benefit from them. We communicate with people in a way that takes their disability into account, and we meet our obligations under the AODA and Ontario's Human Rights Code.
Assistive devices
You are welcome to use your own assistive devices, such as a wheelchair, walker, scooter, hearing aid or communication device, to obtain, use or benefit from our services. If you need help using our premises, equipment or website, tell us and we will find another way to serve you.
Service animals
Guide dogs and other service animals are welcome in the parts of our showrooms that are open to the public, and you may keep the animal with you. An animal is a service animal if it is easy to identify as one, for example by its vest or harness, or if you can show a letter from a regulated health professional confirming you need it. If the law excludes an animal from somewhere, we will offer another way to serve you. Please tell us before a home visit if you have a service animal, so our team can plan.
Support persons
If you are with a support person, you are both welcome together, and we will never keep you from your support person. We do not charge for support persons, and we will not require one; we would only ask to have one present after talking with you, if it were needed to protect your health or safety and there were no other reasonable way.
Visiting us, and visits at home
If you need help getting into a showroom, a quiet time to visit, or someone to bring equipment out to your car, tell us when you book or call ahead. If coming in is hard, we come to you: a free home assessment covers the whole Greater Toronto Area, and many questions can be answered by phone or email.
Accessible formats and communication
On request, we provide our policies, quotes, invoices, product information and other documents in an accessible format, such as large print or an electronic format that works with a screen reader, or with communication support, such as reading a document aloud with you or explaining it in plain language. We talk with you about what works, provide it in a timely way, and never charge more than the regular cost.
Some forms come from funding programs and other organisations, and we cannot change them; we can help you read and fill them in.
Service disruptions
If something people with disabilities rely on to reach or use our services is temporarily unavailable, such as an entrance, a washroom or our phone line, we give notice on this website and at the affected showroom, with the reason, how long we expect it to last, and what you can do instead.
Training
Everyone who serves the public for us, including our delivery and installation crews, is trained on the AODA and this policy, on how to interact and communicate with people with various disabilities, with people who use assistive devices, service animals or support persons, on how to use the equipment we have that helps people access our services, and on what to do if someone has difficulty accessing them. We train new team members as soon as practicable, and everyone again when this policy changes.
Our website
We design this website to be usable by everyone, and we aim to meet the Web Content Accessibility Guidelines (WCAG) 2.0, Level AA. The accessibility settings button on every page lets you make text larger, have pages read aloud, add spacing, raise contrast and reduce motion; your choices are stored only on your device.
Some documents we link to, such as program forms and maker manuals, are published by others and may not be accessible. If anything on the site is hard to use, tell us what and where, and we will help you another way and work on a fix.
Feedback
We welcome feedback on how we provide accessible service, good or bad. You can give it:
- by phone: (905) 798-1853;
- by email: [email protected], with "Accessibility" in the subject;
- through our contact form;
- by letter: Accessibility, Mobility Specialties Inc., Unit 16B, 106 Humber College Blvd, Etobicoke, Ontario M9V 4E4; or
- in person, at either showroom.
Feedback can be given in any format or with any communication support you need. We acknowledge it within one business day. A manager reviews every complaint, and we tell you what we will do about it within 10 business days, or explain why we need longer. We use what you tell us to improve our service and this policy.
This policy, and any of our other accessibility documents, are available on request in an accessible format.