Accessibility of Ontarians with Disabilities Act (AODA): Customer Service Policy


Oceana Canada respects the dignity, independence and equality of all of our stakeholders. We are committed to excellence in inclusive customer service and providing people with disabilities the same opportunity to access our information and services.

Assistive devices

We are committed to serving people who need assistive devices to obtain, use or benefit from our services.


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

Service animals

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties.

Support persons

We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Oceana Canada’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises. In the instance where admission fees are being charged for an event, there will not be a charge for a support person.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities or services usually used by people with disabilities, Oceana Canada will make all reasonable efforts to provide advance notice. This 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 communicated as appropriate for the circumstance, for example, placed on our website or communicated directly to a person with a disability with whom a meeting is scheduled and in a manner appropriate for the disability. Notices will also be placed at reception for any unplanned customers who are accessing our offices.


Oceana Canada will provide training to employees, volunteers and others who deal with the public or other organizations on behalf of Oceana Canada to ensure they are familiar with the appropriate ways to interact and communicate with a person with a disability. This training will be provided to new employees and volunteers within one month of their first day.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005
  • Oceana Canada’s requirements of 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
  • What to do if a person with a disability is having difficulty in accessing Oceana Canada’s services

Feedback process

Anyone wishing to provide feedback on the way Oceana Canada provides services to people with disabilities can provide it directly the Human Resources department using any one of the following methods:

Written Communication

Attention: Human Resources
Oceana Canada
18 King Street East, Suite 505
Toronto, ON  M5C 1C4

Verbal Communication

  • In person
  • Over the phone: (844) 362-3262 – Please ask to speak to Human Resources

All feedback will be directed to the Director, Operations and HR and a response can expected within 10 business days.

Modifications to this or other policies

Any policy of Oceana Canada that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities in accessing our good and services will be modified or removed.

Questions about this policy

This policy exists to achieve service excellence to customers with disabilities. If anyone has questions about this policy kindly contact the Director of Operations and HR at Oceana Canada.