Accessibility Policy
1. Purpose

The Accessibility Policy establishes our commitment to accessible Customer Service under the Accessibility for Ontarians with Disabilities Act, 2005.

MDG is committed to providing an accessible environment for persons with disabilities. We will use reasonable efforts to ensure that our policies, practices, and procedures governing the provision of goods, services, and opportunities to persons with disabilities are consistent with the following principles:

  • Services are provided in a way that respects the dignity and independence of persons with disabilities;
  • Persons with disabilities are able to benefit from the same services, in the same place and in a similar way as other staff or visitors; and
  • Persons with disabilities have opportunities equal to others to obtain, use and benefit from MDG’s goods or services.

2. Definitions

Accessibility: The term accessibility means giving people of all abilities opportunities to participate fully in everyday life. It is used to describe how widely a service, product, device, or environment is available to as many people as possible. Accessibility can be seen as the ability to access and benefit from a system, service, product, or environment.

Accessibility for Ontarians with Disabilities Act, 2005 (AODA): A Provincial Act with the purpose of developing, implementing, and mandating accessibility standards in order to achieve accessibility for persons with disabilities, with respect to goods, services, facilities, accommodation, employment, buildings, structures, and premises.

Disability: Ontario’s accessibility law adopts the definition of disability that is found in the Ontario Human Rights Code. It defines disability broadly:

  • "any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mell itus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
  • a condition of mental impairment or a developmental disability,
  • a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
  • a mental disorder, or
  • an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.”

Service Animal: An animal accompanying a person with disabilities where it is readily apparent that the animal is used by the person for reasons relating to their disability or where the person provides a letter from a Regulated Health Professional (including but not limited to a physician, nurse, physiologist, psychotherapist, chiropractor, mental health therapist, etc.) confirming that they require the animal for reasons relating to the disability.

Support Person: In relation to a person with a disability, another person who accompanies a person with disabilities to help with communication, mobility, personal care, or medical needs or with access to goods and/or services.

3. Application of Policy

The policy applies to MDG services that are provided to the public. The policy applies to all staff and visitors at MDG, who are accountable for providing accessibility to persons with disabilities.

4. Providing Goods and Services to Persons with Disabilities

We are committed to excellence in serving all visitors, including persons with disabilities, and will carry out our functions and responsibilities by:

  • Communicating with persons with disabilities in ways that consider their disability;
  • Ensuring that persons with disabilities who are accompanied by a support person are permitted to enter MDG’s premises with their support person. At no time will persons with disabilities who are accompanied by their support person be prevented from having access to their support person while on MDG premises; and
  • Serving persons with disabilities who use assistive devices. Ensuring that persons with disabilities who are accompanied by a service animal are permitted to enter the premises of MDG with the animal, and to keep the animal with them unless the animal is excluded by law from the premises.

5. Support Persons

A person with disabilities may enter MDG’s premises with a support person and have access to the support person while on the premises. In certain circumstances, MDG may require persons with disabilities to be accompanied by a support person when on the premises, but only if a support person is necessary to protect the health and safety of the person with disabilities or the health or safety of others on the premises.

6. Service Animals

A person with disabilities may be accompanied by a service animal when on MDG’s premises. In the event that service animals are excluded by law from the premises or a part thereof (e.g., an area where food is being prepared), MDG will provide other resources or support to enable the person with disabilities to access the services and goods offered by MDG.

7. Notice of Temporary Disruption

MDG will notify staff and visitors in the event of a planned or unexpected disruption in the facilities or services usually used by persons with disabilities. This notice will include information about its anticipated duration, and descriptive alternative facilities or services, if available.

8. Training for Staff

MDG is committed to ensuring that training is provided to staff and other persons, as may be required, on Ontario’s accessibility laws and human rights laws as they pertain to individuals with disabilities. Training will be provided in a way that best suits our staff’s job duties and responsibilities.

MDG will provide training on an ongoing basis when changes are made to policies, practices, and procedures governing the provision of services to persons with disabilities.

9. Feedback Process

MDG welcomes any feedback on our facilities and services from persons with disabilities. To provide feedback comments or to inquire about more information on the Accessibility Plan, you may contact our Human Resources Department through any of the methods listed below, which include e-mail, mail, telephone, and in person:


We will review and assess all feedback received with respect to MDG’s accessibility policies, practices, and procedures. When investigating complaints, those staff who directly interacted with the complainant or those who would typically interact with the complainant, if any, will be asked to comment on the allegation(s) made in the complaint. After reviewing and investigating a complaint, the Human Resources Department will provide a written response to the individual who provided the feedback. Responses shall be provided within a reasonable amount of time and will depend on the complexity of the issues raised.

10. Modifications to the Policy

Modifications to this or other policies will be made as required to ensure effectiveness and compliance with applicable legislation and regulations, and the impact of any modifications on persons with disabilities will be considered. Any MDG policy that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed.

11. Requests for AODA Compliance Documents

Copies of documents required under the Accessibility for Ontarians with Disability Act, 2005 are available upon request. Please notify us in advance if you require such documents in an alternative or accessible format.