December 31, 2016

Accessible Customer Service Plan Providing Goods and Services to People with Disabilities
Purpose Lenbrook Industries Limited recognizes the worth of every person and is committed to excellence in serving all our customers and clients, and ensuring our services and information are accessible for all Ontarians. We will provide services that people with disabilities can use and benefit from equally and in a manner that respects their dignity and independence. The purpose of this policy is to reaffirm our continuing support of various legislation, including but not limited to, the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).

Scope This policy applies to all directors, officers and employees of Lenbrook Industries Limited, regardless of title or tenure. We will encourage all those who conduct business with Lenbrook Industries Limited (e.g. vendors, consultants, business partners, visitors, etc) and anyone on the Lenbrook Industries Limited payroll, to conduct themselves in a manner consistent with this Policy and its related policies.

Definition of Disability

As defined by the AODA, the term “disability” includes:

  1. Any degree of physical disability, infirmity, malformation or disfigurement that is cause by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, and 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,
  2. A condition of mental impairment or a developmental disability,
  3. A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
  4. A mental disorder, or
  5. An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Policy Statement

  1. Assistive Devices: Persons with disabilities who use an assistive device will be able to access our facility and services. An assistive device is any piece of equipment a person with a disability uses to help them with daily living. Some examples include: wheelchair, walker, oxygen tank, screen reader, listening device or cane.
  2. Communication: We will communicate with people with disabilities in ways that take into account their particular needs and circumstances.
  3. Services Animals: We welcome people with disabilities and their service animals, including dogs and other animals that may be trained to help people with disabilities. Service animals are allowed on parts of our premises that are open to the public, and in our offices. If a service animal is excluded by law, where possible we will provide other appropriate alternatives to access our goods and services.
  4. Support Persons: We welcome people with disabilities who are accompanied by a Support Person. A person with a disability who is accompanied by a Support Person will be allowed to have that person accompany them on our premises and will be able to access our goods and services.
  5. Notice of Temporary Disruptions: In the event of a planned or unexpected disruption to services or facilities that may be accessed by persons with disabilities, Lenbrook Industries will provide notice. The notice will include information about the reason for the disruption its anticipated length of time, and a description of alternative facilities or services, if available. Method of Notice will depend on the circumstances, but may include postings on our entrance doors, in our lobby area, on our Company website, or an automated message on the applicable telephone lines.
  6. Training: Lenbrook Industries will provide training to employees, volunteers and others in our employ whom deal with the public. Training will be provided on an ongoing basis to ensure continued compliance with the AODA.Training will include the following:
    1. An overview of the AODA, and the requirements of the customer service standard.
    2. How to interact with people of various types of disabilities.
    3. How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person.
    4. How to use equipment or assistive devices that may be available on our premises to assist people with disabilities.
    5. What to do if a person with a disability is having difficulty accessing our goods and services.
  7. Feedback Customers who have questions or wish to provide feedback on the way Lenbrook Industries provides goods and services to people with disabilities can contact our Human Resources department at or (905) 831-6555 ext.4444




Introduction Lenbrook Industries is committed to excellence in serving all our customers and clients, including those with disabilities. This accessibility plan outlines the policies and actions that Lenbrook Industries will put in place to improve opportunities for people with disabilities.

Statement of Commitment Lenbrook Industries is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).

Training Lenbrook Industries will take the necessary steps to ensure that training required to meet Ontario’s accessibility laws is provided. We will provide training to employees on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of the employees.

Customer Service Standard Training:
AODA Compliance Date
: January 1, 2012
Status: In Progress. Ongoing training provided for new members.

Integrated Standards Training:
AODA Compliance Date
: January 1, 2015
Status: In progress. Ongoing training provided for new members.

Information and Communications
Lenbrook is committed to meeting the communication needs of people with disabilities.

Upon request, and as soon as practicable, Lenbrook will arrange for the provision of accessible formats or communication supports for people with disabilities. We will consult with the person making the request to determine their information and communication needs.

AODA Compliance Date: January 1, 2016
: In Progress. Lenbrook provides individual support upon request.

AODA Compliance Date: January 1, 2021
: Lenbrook is evaluating current websites accessible to the public for compliance with WCAG 2.0, Level AA. Websites are currently accessible behind the scenes. We will take the steps necessary to make all websites and web content conform with WCAG 2.0, Level AA.


Lenbrook is committed to fair and accessible employment practices. Lenbrook will take the following steps to notify the public and staff that, when requested, we will accommodate people with disabilities during the recruitment and assessment processes, and when people are hired.

Job postings and offers of employment will include accommodation policies.
AODA Compliance Date: January 1, 2016
: On-going

New and existing Company policies will include accommodation plans and will be communicated to all employees. New employees will be provided with this information as soon as practicable after they’re hired.
AODA Compliance Date: January 1, 2016
: On-going

When requested by an employee with a disability, Lenbrook will consult with that employee to arrange for a suitable accessible format or communication support for information that is needed to perform their job, and information that is generally available to employees in the workplace.
AODA Compliance Date: January 1, 2016
: On-going

If necessary, individualized workplace emergency response information will be provided to employees who have a disability.
AODA Compliance Date: January 1, 2016
: On-going

Lenbrook will take the following steps to put in place individual accommodation plans and return-to-work policies for employees that have been absent due to a disability:

  • Work with employees with disabilities and seek outside expert evaluation if necessary, in order to develop appropriate individual accommodation plans.

AODA Compliance Date: January 1, 2016
: On-going. All employees returning to work after an absence are accommodated as requested.

Lenbrook will take into account the accessibility needs of employees with disabilities if using performance management, career development and redeployment processes.
AODA Compliance Date: January 1, 2016
Status: All employees requiring accommodation are provided with necessary support to continue to be successful in their careers.

For more information

For more information on this accessibility plan or to request accessible formats of this document, please contact HEATHER WHITE at:

Phone: (905) 831-6555 ext. 4444