This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario
Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the
provision of goods and services to the public or other third parties, not to the goods themselves.
All goods and services provided by Soundbox Inc shall follow the principles of dignity, independence,
integration and equal opportunity.
Assistive Device– Is 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 that might assist
in hearing, seeing, communicating, moving, breathing, remembering and/or reading.
Disability – The term 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
co-ordination, 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.
Guide Dog – Is a highly-trained working dog that has been trained at one of the facilities listed in Ontario
Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and increased independence
for people who are blind.
Service Animal – as reflected in Ontario Regulation 429/07, an animal is a service animal for a person with
a disability if:
• It is readily apparent that the animal is used by the person for reasons relating to his or her
• If the person provides a letter from a physician or nurse confirming that the person requires the
animal for reasons relating to the disability.
Service Dog – As reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other
than a guide dog for the blind is a service dog if:
• It is readily apparent to an average person that the dog functions as a service dog for a person
with a medical disability; or
• The person who requires the dog can provide on request a letter from a physician or nurse
confirming that the person requires a service dog.
Support Person – As reflected in Ontario Regulation 429/07, a support person means, in relation to a
person with a disability, another person who accompanies him or her in order to help with
communication, mobility, personal care, medical needs or access to goods and services.
In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy
addresses the following:
A. The Provision of Goods and Services to Persons with Disabilities;
B. The Use of Assistive Devices
C. The Use of Guide Dogs, Service Animals and Service Dogs
D. The Use of Support Persons
E. Customer Feedback
A. The Provision of Goods and Services to Persons with Disabilities
Soundbox Inc will make every reasonable effort to ensure that its policies, practices and procedures are
consistent with the principles of dignity, independence, integration and equal opportunity by:
• Ensuring that all customers receive the same value and quality;
• Allowing customers with disabilities to do things in their own ways, at their own pace when
accessing goods and services as long as this does not present a safety risk;
• Using alternative methods when possible to ensure that customers with disabilities have access
to the same services, in the same place and in a similar manner;
• Taking into account individual needs when providing goods and services; and
• Communicating in a manner that takes into account the customer’s disability.
B. The Use of Assistive Devices
Customer’s Own Assistive Device(s)
Persons with disabilities may use their own assistive devices as required when accessing goods or services
provided by Soundbox Inc.
In cases where the assistive device presents a safety concern or where accessibility might be an issue,
other reasonable measures will be used to ensure the access of goods and services. For example, open
flames and oxygen tanks cannot be near one another. Therefore, the accommodation of a customer with
an oxygen tank may involve ensuring the customer is in a location that would be considered safe for both
the customer and business. Or, where elevators are not present and where an individual requires assistive
devices for the purposes of mobility, service will be provided in a location that meets the needs of the
C. Guide Dogs, Service Animals and Service Dogs
A customer with a disability that is accompanied by guide dog, service animal or service dog will be
allowed access to premises that are open to the public unless otherwise excluded by law. “No pet”
policies do not apply to guide dogs, service animals and/or service dogs.
Food Service Areas
A customer with a disability that is accompanied by guide dog or service dog will be allowed access to
food service areas that are open to the public unless otherwise excluded by law.
Other types of service animals are not permitted into food service areas due to the Health Protection and
Promotion Act, Ontario Regulation 562 Section 60.
If a guide dog, service animal or service dog is excluded by law (see applicable laws below) Soundbox Inc
will offer alternative methods to enable the person with a disability to access goods and services, when
possible (for example, securing the animal in a safe location and offering the guidance of an employee).
Food Safety and Quality Act 2001, Ontario Regulation 31/05: Animals not intended for slaughter or to be
euthanized are not allowed in any area or room of a meat plant. It also makes an exception for service
dogs to allow them in those areas of a meat plant where food is served, sold or offered for sale to
customers and in those areas that do not contain animals or animal parts and are not used for the
receiving, processing, packaging, labelling, shipping, handling or storing of animals or parts of animals.
The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, normally does not allow
animals in places where food is manufactured, prepared, processed, handled, served, displayed, stored,
sold or offered for sale. It does allow guide dogs and service dogs to go into places where food is served,
sold or offered for sale. However, other types of service animals are not included in this exception.
Dog Owners’ Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation
under this or any other Act relating to banned breeds (such as pitbulls) and a provision of a by-law passed
by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or
bans on these breeds prevails.
Recognizing a Guide Dog, Service Dog and/or Service Animal:
If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her
disability, Soundbox Inc may request verification from the customer.
Verification may include:
• A letter from a physician or nurse confirming that the person requires the animal for reasons
related to the disability;
• A valid identification card signed by the Attorney General of Canada; or,
• A certificate of training from a recognized guide dog or service animal training school.
Care and Control of the Animal:
The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for
maintaining care and control of the animal at all time.
If a health and safety concern presents itself for example in the form of a severe allergy to the animal,
Soundbox Inc will make all reasonable efforts to meet the needs of all individuals.
D. The Use of Support Persons
If a customer with a disability is accompanied by a support person, Soundbox Inc will ensure that both
persons are allowed to enter the premises together and that the customer is not prevented from having
access to the support person.
In situations where confidential information might be discussed, consent will be obtained from the
customer, prior to any conversation where confidential information might be discussed.
E. Customer Feedback
Soundbox Inc shall provide customers with the opportunity to provide feedback on the service provided
to customers with disabilities. Information about the feedback process will be readily available to all
customers and notice of the process will be made available. Feedback forms along with alternate methods
of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered,
website or email), will be available upon request.
Customers can submit feedback to:
321 Arvin Ave., Stoney Creek, ON L8E 2M3
Customers who wish to provide feedback by completing an onsite customer feedback form or verbally can do so to any Soundbox Inc employee. Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
Training will be provided to:
• All employees, volunteers, agents and/or contractors who deal with the public or other third
parties that act on behalf of Soundbox Inc; for example: salespersons, drivers, vendors, event
operators, call centers and third party marketing agents; and
• Those who are involved in the development and approval of customer service policies, practices
As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:
• A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
• A review of the requirements of the Accessibility Standards for Customer Service, Ontario
• Instructions on how to interact and communicate with people with various types of disabilities.
• Instructions on how to interact with people with disabilities who:
o use assistive devices;
o require the assistance of a guide dog, service dog or other service animal; or
o require the use of a support person (including the handling of admission fees).
• Instructions on how to use equipment or devices that are available at our premises or that we
provide that may help people with disabilities.
• Instructions on what to do if a person with a disability is having difficulty accessing your services.
• Soundbox Inc.’s policies, procedures and practices pertaining to providing accessible customer
service to customers with disabilities.
Soundbox Inc will provide training as soon as practicable. Training will be provided to new employees,
volunteers, agents and/or contractor who deal with the public or act on our behalf (during orientation).
Revised training will be provided in the event of changes to legislation, procedures and/or practices.
This policy and its related procedures will be reviewed as required in the event of legislative changes, or
changes to company procedures.