AODA Compliance

Accessible Customer Service Policy

Providing Goods and Services to People with Disabilities

MaRS Innovation (“MI”) is committed to excellence in serving all customers, including people with disabilities.


Assistive Devices

MI will ensure that our staff are trained and familiar with any equipment or devices that are available at our workplace and may be used by persons with disabilities while accessing our goods or services.



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


Service Animals

MI welcomes 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.


Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, MI will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of tome, and a description of alternative facilities or services, if available. The notice will be placed at the entrance door to the MI corporate office, located at 661 University Avenue, Suite 465.


Training for Staff

MI will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf. This training will be provided to new staff immediately upon being hired.


Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005, and the requirements of the costumer service standard. Staff will be directed to the Ministry of Community and Social Services website “” for complete and up-to-date information.
  • MI’s Accessible Customer Service Policy, which is posted on MI’s website and also circulated to all staff.
  • Through the e-training workshop, the following subjects will be covered:
    • 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 disability is having difficulty in accessing MI’s goods and services.

Staff will also be trained when changes are made to this Policy or to the Act.


Feedback Process

Customers who wish to provide feedback on the way MI provides goods and services to people with disabilities can reach the organization through email to either directly or via MI’s website. All feedback will be directed to the executive assistant to the president and CEO. Customers can expect to hear back in three days or less. Complaints will be addressed according to MI’s regular complaint management procedures.


Modifications to This or Other Policies

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


Revision Date: December 2014