T1 AODA Customer Service Plan

Providing Goods and Services to People with Disabilities

T1 operating in Ontario is committed to excellence in serving all customers including people with disabilities.

Assistive Devices

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


We will communicate with people with disabilities in ways that take into account their disability.

Service Animals

We welcome 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. Fees will not be charged for support persons.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, including the elevators to second floor offices and accessible washroom facilities, T1 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.

This notice will be placed at the main reception desk.

Training for Staff

T1 will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf.

This training will be provided to staff in their initial orientation and training sessions.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • T1’s plan related to the customer service standard
  • 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 equipment or devices available on-site or otherwise that may help with
  • providing goods or services to people with disabilities (NOTE: no special equipment currently on-site or otherwise)
  • What to do if a person with a disability is having difficulty in accessing T1’s goods and services

Staff will also be trained when changes are made to T1’s plan.

Feedback Process

Customers who wish to provide feedback on the way T1 provides goods and services to people with disabilities can do so by e-mail or telephone. All feedback will be directed to the CFO (Karen Stern, 416-355-2653, karen.stern@thet1agency.com).

Customers can expect to hear back in 10 days. Complaints will be addressed according to T1’s regular complaint management procedures.

Modifications to this or Other Policies

Any policy of T1 that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.