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AODA: Customer Service Statement


The purpose of this policy is to outline the CAPREIT’s commitment to maintaining appropriate AODA compliance.


This Policy applies to the Company’s employees and contract staff (collectively, “Employees”).



Governing Laws and Regulations

Accessibility for Ontarians with Disabilities Act, 2005. Other relevant jurisdictions accessibility legislation as they come into effect.


1. Our Mission

CAPREIT owns and operates the highest quality rental communities in Canada. We offer our residents attractive, comfortable and secure homes.

2. Our Commitment

In fulfilling our mission, CAPREIT strives at all times to respect the dignity and independence of our customers with disabilities. We are committed to ensuring that people with disabilities are given the same opportunities to access our services, in a way that is similar to other customers.

3. Providing Goods and Services to People with Disabilities

CAPREIT is committed to excellence in serving all customers. In serving our customers with disabilities, we will carry out our functions and responsibilities in the following areas:

3.1 Communication – We will communicate with people with disabilities in ways that take into account their disability. We will communicate with all people in a manner that best respects their dignity and independence and allow for equal opportunities. All staff will receive training on how to interact with individuals with different types of disabilities.

3.2 Telephone services – Deaf Communication Relay Service

3.3 Assistive devices – At CAPREIT, we are dedicated to serving our customers using assistive devices to obtain, use and/or benefit from our services. It is our commitment to our customers that we will train our staff to be familiar with various assistive devices that individuals with disabilities might use while accessing our services.

3.4 Billing  We provide accessible transaction options to all our customers. Invoices will be provided in the following formats upon request: by mail, email, pre-authorized payments and Electronic Funds Transfers. We will answer any questions customers may have about the content of the invoice in person, by telephone or by-mail.

4. Use of service animals and support persons

CAPREIT welcomes people with disabilities who are accompanied by a service animal on our premises.

CAPREIT will ensure that all of our staff and service providers are correctly trained on interacting with people with disabilities in accompaniment of a service animal.

Any person with a disability who is accompanied by a support person will be allowed to enter CAPREIT’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

5. Notice of temporary disruption

CAPREIT will provide all ofr customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities, including elevators. This notice will contain the reason for the service disruption, the planned duration, and alternative service options that can be used for the duration of the disruption, where available.

The disruption notice will be placed at main property entrances, oe as well as immediately adjacent to the facility that is not functioning. The notices will be communicated in a manner appropriate to the known disabilities of any of our customers.

6. Training for staff

CAPREIT is committed to providing all staff with appropriate/adequate training to do their jobs in compliance with this policy. This training will be provided for our existing employees, with all new hires receiving training during their orientation. Training will include the following:

  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of 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 available on premises to help and facilitate a person with a disability.
  • What to do if a person with a disability is having difficulty in accessing an area of our properties.
  • CAPREIT’s policies, practices and procedures relating to the customer service standard.

Staff will be trained on policies, practices and procedures that affect the way services are provided to people with disabilities. Training will be ongoing as changes are made to these policies, practices and procedures.

7. Feedback process

The ultimate goal of CAPREIT is to meet and surpass customer expectations while serving our customers with disabilities. Comments by employees and customers on our services regarding how well those expectations are being met are welcomed and appreciated. Employees will advise customers who wish to provide feedback to communicate with Human Resources.

Feedback regarding the accessibility of our properties, and the way we provide services to people with disabilities, can be provided by:

  • Emailing:
  • Speaking with a Site, Resident or Operations Manager
  • Mailing feedback to H R: 11 Church Street, Suite 401, Toronto, Ontario, MSE 1W1

All feedback will be directed to Human Resources, and customers can expect to hear back from us within 3 business days. Complaints will be addressed according to our established complaint management procedures.

8. Questions about this Policy

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about this policy, or if the purpose of this policy is not understood, an explanation should be provided by a manager of CAPREIT.

9. Modifications to this or Other Policies

CAPREIT is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. No changes will be made to this policy before considering the potential impact on people with disabilities.

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