Changing Paces’ Accessibility Policy

Providing goods, services or facilities to people with disabilities

accessibility banner with 5 disability icons

Changing Paces is
committed to excellence
in serving all customers,
including people with disabilities.

Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

Assistive devices

People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.


We will communicate with people with disabilities in ways that take into account their disability. This may include the following:

  • large print, digital file, read aloud, etc

We will work with the person with a disability to determine what method of communication works for them.

Service animals

We welcome people with disabilities and their service animals. A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

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 Changing Paces will notify customers promptly. 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.


Changing Paces has provided accessible customer service training to all employees and volunteers.

Staff will also be trained when changes are made to our accessible customer service policies.

16 different disability related iconsFeedback process

Changing Paces welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

Customers who wish to provide feedback on the way Changing Paces provides goods, services or facilities to people with disabilities can provide feedback HERE.

All feedback, including complaints, will be acknowledged within 48 hours. Customers can expect to have a response within 5 business days.

Changing Paces will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

Notice of availability of documents

Changing Paces will make dcuments related to accessible customer service, available upon request by contacting us HERE.

Changing Paces will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.

Modifications to this or other policies

Any policies of Changing Paces that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

Changing Paces is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

Changing Paces understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.

Changing Paces is committed to complying with both the Ontario Human Rights Code and the AODA.