Providing Goods and Services to People with Disabilities

1. Policy Statement:

Bridgehouse Asset Managers (Bridgehouse) is committed to provide excellent customer service to all customers including people with disabilities.  The purpose of this policy is confirm our intention to provide services to people with disabilities in a manner that is consistent with the principles of dignity, independence, integration and equal opportunity.

The customer service standard ensures that accessibility will be part of Bridgehouse’s every day service delivery and will ensure that our premises are accessible to all.

2. Requirements

Assistive devices

Bridgehouse will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.


Bridgehouse will communicate with people with disabilities in ways that take into account their disability. If any Bridgehouse employee receives a request from a disabled person, the employee should make all reasonable efforts to accommodate the request.  Should the employee not be able to accommodate the request, they should bring the request to the attention of their manager immediately so that the concern is addressed appropriately.

Service animals

Bridgehouse welcomes people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

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.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with Disabilities Bridgehouse Asset Managers will notify customers promptly by posting a notice . This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

The notice will be placed at all public entrances on our premises.  Bridgehouse will ensure that all employees who are affected by the temporary disruption will be notified.


Bridgehouse Asset Managers will provide accessible customer service training to employees and others who deal with the public or other third parties on our behalf.   Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.   

New staff will be trained on Accessible Customer Service as part of our orientation process.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Bridgehouse’s Accessible Customer Service policy
  • 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 or services to people with disabilities.
  • What to do if a person with a disability is having difficulty in accessing Bridgehouse Asset Managers’ goods and services

Staff will also be trained when changes are made to the Bridgehouse Accessible Customer Service Plan.

Workplace Emergency Response Information/Emergency Preparedness

Workplace Emergency procedures, plans and safety information will be made available to Bridgehouse staff in an accessible format.  They will be reviewed upon hire, annually and will be posted in the staff kitchen. 

Bridgehouse employees with a disability that may require assistance in an emergency situation are encouraged to identify their accessibility needs to HR or their supervisor so that individualized emergency accommodation plans can be created.  With the consent of the employee requesting assistance, the emergency response plan shall be shared with the individuals designated to provide assistance.  This information will be maintained confidentially.

Emergency procedures that are available to the public will be made available in an accessible format on request.  Bridgehouse staff will be trained in emergency response policies and procedures as they relate to people with disabilities, including how communicate emergency information, how to offer evacuation assistance to people with disabilities and how to identify accessible and safe evacuation routes.

Feedback Process

Anyone who wishes to provide feedback on the way Bridgehouse provides goods and services to people with disabilities can do so in person, by email, or in writing or by any other means, as required.

All feedback, should be directed to Aileen Gray, SR. HR Generalist.  Bridgehouse commits to responding to all concerns in a timely manner.  The feedback will be provided in a format that considers any accommodate required due to a disability.