Accessibility Policy


Providing Services and Resources to People with Disabilities

The Ottawa Neighbourhood Study (ONS) is committed to excellence when serving all users of the Study including people with disabilities.

Assistive devices

We will ensure that employees, contractors and volunteers are trained and familiar with various assistive devices that may be used by users with disabilities while accessing the services and resources provided by ONS.


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

Support persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on premises used by ONS in the course of delivering our services and resources. Fees will not be charged for support persons.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or resources for users with disabilities ONS will notify users promptly. This notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative resources or services, if available.


ONS will provide accessible training to employees, contractors, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of ONS services and resources to users with disabilities.

All employees, contractors, volunteers will be trained within 30 days after being engaged. Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • ONS’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 that may help with providing services or resources to people with disabilities. (Note that ONS does not currently have accessible equipment or devices available. Alternate arrangements will be made for clients who require accessible services.)
  • What to do if a person with a disability is having difficulty in accessing ONS’s services and resources

Staff will also be trained when changes are made to this plan to provide accessible services and resources.

Feedback process

Users of ONS services and resources who wish to provide feedback on the way ONS provides these to people with disabilities can provide feedback in the following ways:

  • Email:
  • Telephone: 613-816-0180
  • Mail: David Hole, Ottawa Neighbourhood Study, University of Ottawa, Vanier 5023, 136 Jean Jacques Lussier, Ottawa ON K1N 6N

All feedback, including complaints will be handled in a manner accessible to the client, recorded in detail, and investigated. A mutually acceptable solution or workaround will be planned and implemented. Users of ONS services and resources can expect a satisfactory response within 30 days.

Notice of availability

ONS will notify the public that our documents related to accessible services and resources are available upon request by posting a notice in the following location: ONS’s website, Accessibility Policy page.

Modifications to this or other policies

Any policy, practice or procedure of the Ottawa Neighbourhood Study that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.