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Ontario, Canada Accessibility Policy and Plan

HMSHost Ontario Accessibility Policy and Plan

The intention of this policy is to set out HMSHost’s commitment to comply with the Accessibility for Ontarians with Disabilities Act.

For the purposes of this policy, “disability” has the same meaning as in the Accessibility for Ontarians with Disabilities Act: any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness; a condition of mental impairment or a developmental disability; a learning disability, or a 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 insurance plan established under the Workplace Safety and Insurance Act, 1997.

HMSHost will use its best efforts to ensure that its goods and services and this policy are accessible to all persons with a disability.  “Accessible” means guest service is provided in a manner that is capable of being easily understood or appreciated; easy to get at; capable of being reached or entered and is obtainable. Additionally, HMSHost is committed to providing reasonable accommodation to job applicants and employees with a disability.

This policy applies to all associates of HMSHost, as well as agents, suppliers and contractors.


HMSHost strives at all times to provide its goods and services in a way that respects the dignity and independence of all guests and provides equal opportunity for all guests, including persons with disabilities, to obtain, use or benefit from the goods and services we provide. HMSHost is committed to meeting the accessibility needs of persons with disabilities in a timely manner.


To the extent possible and as required, HMSHost will provide assistance to persons with a disability in accessing and understanding its goods and services and this policy.  When communicating with a person with a disability, employees will do so in a manner that takes into account the person’s disability.

Accessible Emergency Information

HMSHost is committed to providing customers and clients with publically available emergency information.  We will also provide an individualized workplace emergency response plan to associates with disabilities who require such a plan.

Assistive Devices

HMSHost is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services.  We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services. 

Service Animals and Support Persons

HMSHost is committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties.  We will also ensure that all staff is properly trained in how to interact with people with disabilities who are accompanied by a service animal. 

We are committed to welcoming people with disabilities who are accompanied by a support person.  Any person with a disability who is accompanied by a support person will be allowed to enter HMSHost’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. 

Notice of Disruption

HMSHost will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities.  This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. 


HMSHost will provide training to all associates who deal with the public or other third parties, and all those who are involved in the development and approvals of customer service policies, practices and procedures. 

This training will be provided during the orientation phase for all staff before they commence their duties.

Training will include the following:

  • An overview of Accessibility for Ontarians with Disabilities Act 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 the assistive devices available on our premises that may help with the provision of goods or services to people with disabilities;
  • What to do if a person with a disability is having difficulty in accessing our goods and services; and
  • HMSHost’s policies, practices and procedures relating to the customer service standard.

Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities.  Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures. 


HMSHost welcomes and appreciates feedback regarding how well customer expectations are being met in respect of this policy.  Questions, concerns and feedback may be submitted in the following manner: in-person at any HMSHost location in Ontario; via telephone at 1-888-937-3383; via fax at 416-221-8603; via email at Canada.feedback@hmshost.com; or through our website www.hmshost.com.  Upon request, HMSHost will ensure that this process may be provided in accessible formats with communication supports.  HMSHost will use its best efforts to respond to each question or concern within 14 days and to provide an appropriate resolution as soon as practicable.

Website Accessibility

HMSHost will ensure that the internet website and web content conforms to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 Level A.  All internet website and web content will conform to WCAG 2.0 Level AA no later than January 1, 2021. 

Modifications to Policy

We are committed to developing customer services policies that respect and promote the dignity and independence of persons with disabilities.  Therefore, no changes will be made to this policy before considering the impact on persons with disabilities. 


HMSHost will communicate to all associates the policies used to support associates with disabilities.  The Company will communicate such policies to new associates in Orientation or as soon as practicable. Upon request, HMSHost will consult with the associate with a disability in order to arrange for accessible formats and communication supports to enable the associate to have the information needed to perform their job.


HMSHost is committed to fair and accessible employment practices. The Company will take steps to notify the public and associates that the Company will provide an accommodation to people with disabilities during the recruitment and hiring process. If an applicant with a disability requests an accommodation, HMSHost will take into consideration suitable accommodations necessary for that applicant.

Individual Accommodation Plan

HMSHost is committed to a collaborative process between HMSHost and associates to develop individualized accommodation plans and return to work plans for associates with disabilities. The employee’s participation in the development of the individual accommodation plan will include consultation(s) with their manager and/or members of the Human Resources Department (and a representative of the employee’s union, where applicable). The employee may request participation of a representative from their bargaining agent (for unionized employees), or, participation of another representative from the workplace (for non-unionized employees), in the development of an individualized accommodation plan by notifying the Human Resources Department of such a request. 

Each assessment will be conducted on an individualized basis through consideration of the associate’s job duties, functional limitations, and all other relevant circumstances. The Human Resources Department will review all accommodation requests and collect any additional information or supporting documentation necessary to fully understand the disabled associate’s circumstances and to arrive at an individual accommodation plan. HMSHost may request that an associate be subject to an evaluation by an outside medical or other expert, at the company’s expense, to assist it in determining if and how accommodation can be achieved.

Any individual accommodation plan in place will be reviewed and updated from time to time as reasonably required. The manner of such review will depend on the individual circumstances of any given associate, but will normally include consultation with the associate, the associate’s manager or supervisor, and the associate’s medical professional where appropriate. The associate will be required to provide updated information about his or her circumstances including medical information while an accommodation plan is in place and on return to full duties.

All individual accommodation plans will be provided in a format that takes into account the associate’s accessibility needs due to disability, if applicable. If an individual accommodation plan request is denied, HMSHost will provide reasons for the denial to the associate in writing.

Career Development and Advancement

HMSHost will take into consideration accommodation needs for associates with disabilities in regards to performance management, training, career development and advancement.  We are committed in reviewing all policies that govern performance management, career development and advancement. 


All personal information relating to associate requests for accommodation will be kept confidential. Such information may be used and disclosed as required in order to facilitate the accommodation process or manage the employment relationship between HMSHost and an associate.  No documentation with regards to accommodation requests will be kept in an associate’s personnel file.