AODA - Accessible Customer Service Policy
Accessible Customer Service Policy

Multi-Year Plan: Information is available upon request by contacting NMG's Human Resources Department at hr@newmarketgroup.com or 905-898-5383 ext 240

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) NMG is committed to excellence in serving all individuals with disabilities that respects their independence, dignity and offers integration and equal opportunity.  These individuals include clients, visitors, applicants, contractors and delivery persons.

Assistive devices

The management of NMG is committed to ensuring our employees are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.


NMG employees 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 our customers.

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.

Notice of disruption

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

This notice will be placed on our website and we will contact customers that we make special arrangements for.


NMG will provide training to employees who deal with customers 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 our goods and services.

This training will be provided to new employees within two weeks of hiring date.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the    requirements of the customer service standard
  • NMG’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 support person
  • What to do if a person with a disability is having difficulty accessing NMG’s goods and services

Employees will also be trained when changes are made to NMG’s Accessible Customer Service Policy.

Feedback process

Customers who wish to provide feedback on the way NMG provides goods and services to people with disabilities can do so verbally or by email.

All feedback, including complaints will be directed to the HR Administrator.

Customers can expect to hear back within two weeks.

Notice of availability

NMG’s policy is available on our website.

Modifications to this or other policies

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

NMG, as the employer, will ensure that this policy and the supporting program are implemented and maintained and that all employees have the appropriate information and instruction to comply with the Accessibility for Ontarians with Disabilities Act, 2005.

Every employee must comply with NMG’s Accessible Customer Service Policy.

Human Resources and the Executive Group will investigate and deal with all concerns, complaints, or incidents of non-compliance of the Accessible Customer Service Policy in a fair and timely manner, respecting the privacy of all concerned to the extent possible.