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Accessible Services for Customers with Disabilities

At Wm. Groves Limited, we want all clients to come away with a positive experience, regardless of their level of disability. We align our services in accordance with Ontario Regulation 429/07, “The Accessibility Standards for Customer Service,” which takes a person’s disability into consideration when providing services. Our employees will be considerate of your disability and treat you with the respect and dignity you naturally deserve.

How We Accommodate Disabilities

To meet our company’s standards on these objectives, we follow all procedures and define disabilities as:

  • 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 forgoing, includes diabetes mellitus, 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 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 Workplace Safety and Insurance Act (1997).

Customer Accessibility

Our company provides our services at the customer’s residence or place of business and therefore no provisions are to be made to allow access to our office, yard or shop. Supervisors, however, shall make appointments with customers with disabilities so that the customer can make arrangements and be prepared to grant entry upon our arrival.

Service Animals

When meeting a customer, our employees are aware that our customer may be accompanied by either a service animal or support person. They have been trained on the importance of not speaking to, touching, or offering a treat to any service animals that accompany a customer as it is working and must keep its mind on the job at hand.

Support Person

In situations where a support person is present to assist a customer, our employees will communicate with the customer directly and not the support person.


When attempting to communicate with a customer, our employees will take into account any disability that the customer may have.

When communicating with a person who is deaf or hearing impaired, we will not yell or raise our voice unless asked to do so. We are prepared to communicate with this customer in writing, either with a pen and paper, or via email or type-written method.

When communicating with someone who is blind or visually impaired, we are prepared to read to them any written quotations, correspondence or instructions. We are also prepared to read any literature to customers who have a learning disability or similar disorder.

We will always speak in a positive manner and never say anything which may affect the customer’s dignity or self-respect.


We welcome feedback from our customers. These comments are crucial in gaining insightful information, which we can use to improve our services for persons with disabilities. We review and update our program on an ongoing basis, and we would be happy to receive your feedback via phone, email or letter.

Our complete AODA program is available upon request.

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