AIM is committed to excellence in serving all customers in the process of delivering our goods and services. We will perform our work in a manner that respects the dignity and independence of all persons including those with disabilities. AIM is in compliance with the Accessibility Standards for Customer Service (Ontario Regulation 429/07) which became Ontario Law on January 1, 2008. It is the first accessibility standard created under the authority of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).
• 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 impairment, 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 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.
AIM will communicate with people with disabilities in ways that takes into account their disability. Communication may be in various forms such as augmentative/alternative communication (such as gestures, boards with symbols on them, or computer programs for speech).
An assistive device is a tool, technology or other mechanism that enables a person with a disability to do everyday tasks and activities such as moving or communicating. Assistive devices help the person to maintain their independence. AIM is fully accessible and welcomes customers who require assistive devices in order to communicate or for mobility.
AIM welcomes people with disabilities and their service animals. A service animal is an animal with a job to do for a person with a disability. Examples include guide dogs or seeing eye dogs, Autism assistance, hearing alert dogs and seizure alert dogs. When AIM employees encounter a customer with a service animal, we will acknowledge that this animal is working. AIM employees will not touch or address the service animal so as to interfere with its work.
A support person is an individual hired to accompany a person with a disability to provide services or assistance with communication, mobility, personal care or address medical needs. A person with a disability who is accompanied by a support person will be allowed to have the support person accompany them on our premises. AIM employees will focus attention and conversation directly with our customer and not to his or her companion or support person unless instructed by the customer to do so.
AIM offices are accessible to people who are dependent on wheelchairs, scooters, walkers, etc. Employees will advise our customers of this and instruct them as to where accessible doors, ramps and washrooms are located. Employees will always ask before we help. People with physical disabilities often have their own ways of doing things. If an AIM employee needs to have a conversation or meeting with someone in a wheelchair or scooter, we will sit with them so that we can make eye contact.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities (i.e. elevators for access to our office), AIM staff will notify our customers promptly of the disruption and advise when, if known, when the disruption will be rectified.
AIM provides training to its employees, by review of appropriate policies, at company regularly scheduled quarterly meetings. A manual, with detailed information, is accessible to our employees, located in our Administration Department. Employees are encouraged to visit the Ontario Government Access Website (www.ontario.ca/accessON) to learn more about the Accessibility Standards for Customer Service.
All customer feedback, including complaints, will be directed and handled internally by our Administration Department. All (if any), customer complaints will be investigated, rectified (if appropriate), and a reply will be given to our customer within 5 business days. All customer feedback should be addressed to the “AIM Accessibility Policy Coordinator” in one of the following manners:
• Email – firstname.lastname@example.org or;
• Phone – 416.594.9393 x236 / Toll Free at 1.866.645.2224 or;
• Mail / Courier – AIM, Suite 403, 2 Berkeley Street, Toronto, ON M5A 2W3
Artificial Intelligence In Medicine’s Principals
All customers have their own specific needs or preferences. We believe that being positive, flexible and open to suggestions will help create a good customer experience. AIM employees will ask our customers how we can help them access our goods and services.
Dignity – Service will be provided in a way that allows the person with a disability to maintain self-respect and the respect of other people. People with disabilities are not treated as an afterthought or forced to accept lesser service, quality or convenience.
Independence – AIM employees will allow a person to do things on their own without unnecessary help, or interference from others.
Integration – Service from AIM is provided in a way that allows the person with a disability to benefit from the same services, in the same place, and in the same or similar way as other customers. Unless an alternate measure is necessary to enable the person to access our goods or services.
Equal Opportunity – People with disabilities have an opportunity equal to that given to others to access our goods and services