Accessibility for Ontarians with Disabilities Act (AODA)

Introduction and Statement of Commitment

In 2005, the government of Ontario passed the Accessibility for Ontarians with Disabilities Act (AODA). The Integrated Accessibility Standards Regulations (IASR) under AODA requires York Property Management to establish and implement a multi-year plan outlining their strategy to prevent and remove barriers, and to meet requirements under the Regulation.

This multi-year plan outlines York Properties strategy to prevent and remove barriers to address the current and future requirements of the IASR, and fulfill York's commitment as outlined in the company's Accessibility policies.

York Property Management (York) is committed to providing a barrier-free environment for all stakeholders, including our clients, employees, job applicants, suppliers, and any visitors who may enter our premises, access our information, or use our services. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act, 2005, and its associated regulations.

York understands that we have a responsibility for ensuring a safe, dignified, and welcoming environment for everyone. We are committed to ensuring our organization's compliance by incorporating accessibility legislation into our policies, procedures, equipment requirements, training, and best practices. We will review these policies and practices annually, as organizational changes occur, or in anticipation of compliance deadlines. In addition, we will strive to meet the needs of individuals with disabilities in a timely and effective manner.

Providing an accessible and barrier-free environment is a shared effort, and we are committed as an organization to working with the necessary parties to make accessibility for all a reality. For more detailed information on our accessibility policies, plans, and training programs, please contact

Accessibility Standards For Customer Service

York Properties is committed to providing excellent service to customers, including customers with disabilities and it will continue to do so in a manner that offers an accessible customer service experience.

Action Taken:

  • Ensuring all employees, including those involved in the development and approval of customer service policies, practices and procedures are trained to communicate and provide the best possible customer service to all patrons, including persons with disabilities;

  • Ensuring completion of accessibility training is tracked and recorded;

  • Offer various methods of communication with customers, such as by telephone and email. We will offer alternate methods if requested and if practicable.             

  • Ensuring customers accompanied by a service animal in any of our buildings are accommodated unless the service animal is excluded by law, in which York Properties will ensure that alternative means are available in order to obtain, use or benefit from the company's services;

  • Ensuring that if a person with a disability is accompanied by a support person, the support person is given accommodations;

  • Providing customers with notice in the event of a planned or unexpected disruption of service or inaccessibility of facilities used by persons with disabilities, by posting the information at relevant visible locations such as in elevators, and/or any other reasonable location that is applicable under the circumstances. Other methods of notification may include notices under the door of residents;

  • Continuing to welcome and appreciate feedback from persons with disabilities through multiple communication channels;

  • Offers the public information on York Properties' accessible customer service policy and procedures on its website,;

  • Reporting compliance with the Customer Service Standard on the Accessibility Compliance Reporting tool at Service Ontario's website.

Implementation timeframe: January 1, 2021 and ongoing.

Accessible Customer Service Policy

York Property Management (YPM) is committed to providing goods and services to persons with disabilities in a way that is consistent with the principles of independence, dignity, integration and equal opportunity. Our goal is to provide all customers, clients, and residents, including those with disabilities, with the same opportunity to access and use YPM's goods and services. If a barrier to accessing our goods and services cannot be removed, we will seek alternative ways to access the goods and services. This Accessible Customer Service Policy applies to the delivery of all goods and services by YPM in the province of Ontario. This policy applies to all YPM employees who work in Ontario, as well as third parties who provide goods, services or facilities on behalf of YPM.

The following policies and practices are intended to meet the requirements of the Accessibility for Ontarians with Disabilities Act, 2005 and its Customer Service Standards.


  • Disability: As defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:
    • 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 foregoing, 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 insurance plan established under the Workplace Safety and Insurance Act, 1997.
  • Assistive devices: A technical aid, communication device, or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them, such as a wheelchair, walker, or a personal oxygen tank, and that might assist in hearing, seeing, communicating, moving, breathing, remembering, or reading.
  • Service animal: A service animal for a person with a disability if:
    • The animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, as a result of visual indicators such as the vest or harness worn by the animal; or The person provides documentation from a member of one of the following regulated health professional colleges confirming that the person requires the animal for reasons relating to the disability:
      • College of Audiologists and Speech-Language Pathologists of Ontario;
      • College of Chiropractors of Ontario;
      • College of Nurses of Ontario;
      • College of Occupational Therapists of Ontario;
      • College of Optometrists of Ontario;
      • College of Physicians and Surgeons of Ontario;
      • College of Physiotherapists of Ontario;
      • College of Psychologists of Ontario; or
      • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.
  • Support person: Another person who accompanies an individual with a disability in order to help with communication, mobility, personal care, medical needs, or access to goods and services.

YPM will communicate with customers, clients, and residents with disabilities in ways that take their disability into account.

Assistive Devices
Persons with disabilities will be permitted to obtain or use goods or services through the use of their own assistive devices. If an assistive device may pose a risk to health and safety of the customer, client, residents, or others on the premises, YPM will accommodate the customer, client, or residents by providing an alternative where possible. YPM will ensure that our employees are trained and familiar with various assistive devices that may be used by individuals with disabilities when visiting our facilities.

Service Animals
YPM welcomes service animals that accompany people with disabilities. Service animals are free to access all areas of our premises that are open to the public except as otherwise disallowed by law. If a service animal is excluded from the premises by law, then YPM will ensure that other measures are made available to enable the customer, client, or resident with a disability to access or use the goods and services. YPM will ensure that all staff dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

Recognizing a Guide Dog or Service Animal

  • If it is not readily apparent that the animal is being used by the customer for reasons relating to their disability, York Property Management may request verification from the customer.

Care and Control of the Animal

  • The customer who is accompanied by a guide dog or service animal is responsible for maintaining care and control of the animal at all times.

Allergies and Other Health and Safety Concerns

  • If a health and safety concern presents itself, for example, in the form of a severe allergy to the animal, York Property Management will make all reasonable efforts to meet the needs of all individuals. Pursuant to the company’s obligations under the Human Rights Code and the Occupational Health and Safety Act, each customer’s accommodation needs will be considered on a case-by-case basis, up to the point of undue hardship.
  • Due diligence needs to be paid to address health and safety requirements. For example, if a person’s health and safety could be seriously affected by the presence of a service animal on the premises open to the public, management must fully analyse all options for safely accommodating the service animal. Options could include creating distance between the two individuals to eliminate in-person contact, changing the time the two individuals receive service, or using air purifiers and other measures that could allow the person to use their service animal on the premises.
  • In very exceptional circumstances where a service animal becomes out of control, causing a clear disruption or a threat to the health and safety of others, and the animal’s behaviour is not corrected by the owner, a person with a disability can be asked to remove their service animal from the premises.
  • As a courtesy, particularly if the person and service animal have been in attendance on the premises for a long time, staff may ask whether the animal requires water, may designate an area in which the service animal can relieve itself, or ask whether the staff can be of assistance pertaining to the service animal.

Support Persons
Support persons that accompany someone with a disability are permitted the same access to our facilities as the person they are accompanying. Any person with a disability who is accompanied by a support person will be allowed to enter YPM's premises with their support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to their support person while on YPM premises. In the event that a fee is charged in relation to a support person's presence on YPM's premises, advance notice of the fee will be provided.

Notice of Temporary Service Disruption
If any services to accommodate disabled customers, clients, or residents are interrupted in a way that would limit them from gaining access to YPM's facilities, goods or services, customers, clients, or residents will be notified. Notice of the temporary interruption will be placed on YPM's website and at the respective location, or another conspicuous location, and include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if available.

To create awareness and ensure compliance, YPM will provide customer accessibility training to all of its employees who work in Ontario and provide goods or services, and all those who are involved in the development and approvals of customer service policies, practices and procedures.

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 support person.
  • How to use personal assistive devices on premises to help with the provision of goods or services to people with disabilities.
  • What to do if a person with a disability is having difficulty accessing YPM's goods and services.
  • YPM's policies, practices and procedures relating to accessible customer service.

Training will be provided during orientation and on an ongoing basis when changes are made to these
policies, practices and procedures.

All documents relating to accessible customer service will be made available, upon request, in a format that takes into account the customer's disability needs. Customers, clients, or residents may provide feedback about the accessibility of our goods, services and facilities by contacting YPM's Accessibility
Officer using one of the following methods:
Phone: 519-432-2690 ext. 22
Mail: 470 Dundas Street, Suite 106, London, Ontario, N6B 1W3
YPM will respond to feedback requests within seven business days.

The legal department is responsible for the administration of this policy. If a customer, client, resident, or employee has any questions regarding this policy, they may contact the legal department at the above noted phone and contact information.

Accessible Customer Service Policy ver 1.2 2024-04-14 4

Multi-Year Accessibility Plan – AODA
Updated: May 2, 2024

Part I – General
York Property Management and its subsidiaries (“the Company”) are committed to working towards compliance with the Integrated Accessibility Standards Regulations (IASR) and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). We understand the goal is to develop a fully accessible Ontario by the year 2025 and affirm our commitment to providing service to customers in a timely manner that respects the dignity and independence of persons with disabilities.

Establishment of accessibility policies
The Company develops, implements and maintains policies governing how we achieve—or will achieve—accessibility requirements. This includes a statement of our organization’s commitment to meet the accessibility needs of persons with disabilities in a timely manner.


These are publicly available on our website at:
and internally for employees via our policy library, or upon request.


Accessibility Plans
The Company implements, maintains, and documents this multi-year accessibility plan, which outlines our organization’s strategy and actions toward removing barriers and meeting its requirements under AODA. The plan is updated every five years and is publicly available on the Company’s website, or upon request.

The Company provides training to all Ontario employees on AODA and on the Human Rights Code as it relates to persons with disabilities.

Part II – Information & Communication Standard
1. Feedback Process
The Company will take the following steps to ensure that our existing process for receiving and providing feedback to employees and the public, based on our service, are accessible to persons with disabilities. Comments by employees and customers on our services regarding how well those expectations are being met are welcomed and appreciated. The Company will communicate the availability of accessible formats and communications with respect to the feedback process and take action on any complaints. Any feedback on our processes can be sent to or by speaking with a Resident Manager. 

Review & continue use of accessible and alternative feedback
methods for general and accessibility related feedback.
Operations, Legal,
Human Resources
Monitor current feedback mechanisms and review opportunities
to increase feedback & engagement with persons with
Operations, Legal,
Human Resources


Continue responding in a timely manner to all accessibility
related feedback and/or concerns.
Legal, Human
Resources, Operations
Respond to accessibility related feedback and/or concerns in
appropriate requested accessible format.
Legal, Human
Resources, Operations



2. Emergency Procedure, Plans or Public Safety Information

The Company is committed to providing emergency information in accessible public formats, upon request. In instances where we have prepared emergency procedures, plans or public safety information, we will provide the information in an accessible format or with appropriate communication supports, as soon as practicable, upon request.
The Company’s Health and Safety Committee is tasked with ensuring residents and employees are safe and provided accommodation as needed upon request.
Residents and employees are notified as early as possible when it comes to any disruptions that may be faced with respect to any public elements. Personal assistance and other avenues have been used in the past to assist those with accessibility needs, and any issues are assessed on a case by case basis. It is requested that and accommodations be communicated to us as soon as possible in order to allow us to better address any accessibility needs.

Will regularly review and implement procedures for
preventative and emergency maintenance of the accessible
elements in public spaces.
Operations, Legal, Ongoing
Will regularly review and implement procedures for handling
temporary disruptions and properly notifying the public when
accessible elements required are not working.
Operations, Legal Ongoing




3. Information & Communications
The Company is committed to meeting the communication needs of persons with disabilities. We will consult with persons with disabilities to determine their information and communication needs and accommodate where possible. This includes:

AODA statement of commitment and Customer Service
standards have been posted online.
Operations, Marketing Complete
Multi Year Accessibility plan and statement of commitment are
publicly available.
Operations, Marketing Complete
Continue communication efforts to increase awareness and to
inform employees about accessibility challenges and issues
related to persons with disabilities.
Human Resources Ongoing
Provide information and communications in accessible formats
and with communication supports to people with disabilities
upon request in a timely manner and at a cost that is no more
than the regular cost.



4. Training
The Company will provide training to all Ontario employees on Ontario’s accessibility laws and on the Human Rights Code as it relates to persons with disabilities. Training will be provided in a format that best suits the employee. The training will also be provided to every Ontario employee who participates in developing the Company’s policies. Records of training completion shall be maintained.

Develop Accessibility Standards for Customer Service Policy
and training in various formats for all employees.
Human Resources,
Continue to conduct, access, and review accessible customer
service training for all employees.
Human Resources Complete
Provide accessibility training on policies and procedures to all
new employees within 3 months of hire.
Human Resources Ongoing
Research and provide training for Ontario’s accessibility laws
and Human Rights Code training in multiple formats, upon
Human Resources,



Part III – Employment Standards
1. Employment
The Company is committed to fair and accessible employment practices.
The Company takes the following steps to notify the public and our employees that we will accommodate people with disabilities during the recruitment and assessment process and when candidates are hired.

Post updated accessibility policies on our website addressing
our commitment to accommodate people with disabilities,
including employees.
Human Resources,
Legal, Marketing
Review and revise work processes and policies for recruitment,
screening & selection process to provide appropriate
Human Resources,
Include a statement on job postings that persons with
disabilities will be accommodated and consulted upon request
throughout the recruitment and selection process, and for the
duration of their employment with the Company.
Human Resources Complete
Successful candidates will be notified verbally or in writing of
our policies for accommodating employees with disability
when hired, as well as be consulted upon any further requests
for support.
Human Resources Complete


2. Accessible Emergency Information & Workplace Emergency Response
The Company is committed to providing our employees with emergency information in accessible formats upon request.
Upon request, Human Resources will work with the employee to develop an individualized emergency response information/plan that will meet their needs in an emergency situation.

Individualized workplace emergency response information will
be provided to employees upon request in an accessible format
when the need is communicated. The individualized workplace
emergency response information will be reviewed when: the
employee moves to a different location within the Company;
accommodation needs or plans change; or the Company
reviews general emergency response policies.
Health and Safety Ongoing
Create a standard process to develop individual workplace
emergency response plans taking into consideration individual
accommodation needs.
Health and Safety Ongoing
Emergency response information will be provided to all the
interested parties as soon as practical after becoming aware of
the need for accommodation.
Health and Safety Ongoing


3. Individual Employee Accommodation Plan and Return to Work Policy
The Company has established and implemented a return to work procedure for developing individual accommodation plans for employees that have been absent due to a disability.

Review and revise return to work process with related
applicable accommodations in place annually.
Human Resources Ongoing


4. Performance Management, Career development & Redeployment
The Company will take the following steps to ensure the accessibility and accommodation needs of our employees with disabilities are taken into account for our performance management, career development and redeployment processes.


If necessary, review and revise performance management,
career development, & employee redeployment policies.
Human Resources Ongoing
Develop targeted training for staff on the changes to the
policies and process.
Human Resources Ongoing
Communicate revised policies to all employees. Human Resources Ongoing



5. Other Accessibility Barriers
The Company will take the following steps to prevent and remove other accessibility barriers identified.

Continue to remove attitudinal barriers based on continued
education & promotion of inclusive work environment.
Human Resources Ongoing
Address any instances where a barrier might exist and
determine a course of action to remove the barrier in a timely
Human Resources Ongoing


Feedback Process and Requests for Information
If you require additional information or accessible formats and/or communication supports regarding the Company’s Accessibility Policies and/or Multi Year Accessibility Plan, you may request it in person, by email, or in writing, or by any other means, as required.


Accessibility at York

106 – 470 Dundas Street

London, Ontario

N6B 1W3


For policy information, please contact