Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities


Jacob Hespeler Child Care Centre is committed to excellence in serving all customers including people with disabilities.


Assistive devices

We 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.



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 person’s admission to Jacob Hespeler Child Care Centre’s premises.


Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities for child care services Jacob Hespeler Child Care Centre 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.

The notice will be placed at or near the front entrance of  JHCCC child care centre.


Training for staff

Jacob Hespeler Child Care Centre will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf.

Individuals in the following positions will be trained:


Child Care Executive Director

Child Care Supervisor

Registered Early Childhood Educators staff and supply




This training will be provided at time of orientation.




Accessible Customer Service Plan



Training will include:


  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Jacob Hespeler Child Care Centre’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 the equipment or devices, e.g. TTY, wheelchair lifts, etc., 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 Jacob Hespeler Child Care Centre’s goods and services.

Staff will also be trained when changes are made to our plan.


Feedback process

Customers who wish to provide feedback on the way Jacob Hespeler Child Care Centre provides goods and services to people with disabilities, can e-mail the individual child care centre or speak directly to the child care supervisor. All procedures and plans are available in accessible formats upon request.


All feedback will be directed to the Child Care Centre supervisor or designate and

Customers can expect to hear back in one day.

Complaints will be addressed according to our organization’s regular complaint management procedures.  All complaints will be brought to the attention of the Child Care Executive Director and the Board of Directors of Jacob Hespeler Child Care Centre.


Modifications to this or other policies

Any policy of Jacob Hespeler Child Care Centre that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.