The Canadian Media Producers Association (CMPA) is dedicated to providing customer service that is accessible to and inclusive of all our customers.

The CMPA is committed to providing accessible customer service for its customers and treating all people in a way that respects their dignity and independence. We believe in integration and equal opportunity. The provision of services to people with disabilities will be integrated wherever possible, and with opportunity equal to that given to others to obtain, use or benefit from the services provided by the CMPA, in accordance with the Accessibility for Ontarians with Disabilities Act and human rights legislation.

Assistive devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will communicate the availability, if any, of other measures which would enable people who use assistive devices to use or benefit from our services.

Service animals

We welcome people with disabilities and their service animals on our premises. Service animals are allowed on the parts of our premises that are open to the public. In the event that a service animal is prohibited by law from the premises, we will ensure that other measures are available to enable the person with a disability to obtain, use or benefit from our services.

Support persons

A person with a disability who is accompanied by a support person will be allowed to have that support person accompany them on our premises open to customers and/or the public, and we will ensure that the person with a disability is not prevented from having access to the support person. If a fee is normally charged to a customer for accessing our goods, services or facilities, we will notify customers through appropriate means as to any fee applicable to that support person.

In certain cases, the CMPA might require a person with a disability to be accompanied by a support person for the health or safety of the person with a disability or others on the premises. Before making a decision in this regard, the CMPA will consult with the person with a disability to understand their needs, consider the health and safety rationale, and determine whether other ways exist to maintain health and safety. If we determine that a support person is required in these circumstances, we will waive any fee that may be required for the support person to access our goods, services or facilities.

Accessibility training

The CMPA will provide training to employees, volunteers and others who deal with customers or other third parties on behalf of the CMPA.

Training will include:

• The purposes of the Accessibility for Ontarians with Disabilities Act (Ontario), 2005 (as updated) and the CMPA’s policies relating to the customer service standard.

• How to interact and communicate with persons with various types of disability, including how to interact with persons who use assistive devices, service animals or support persons.

• How to use equipment made available by the CMPA to help people with disabilities to access services.

• What to do if a person with a disability is having difficulty accessing the CMPA’s services or facilities.

Employees will receive training during their period of orientation as new hires. Training will be provided according to each person’s needs and duties, and as soon as is practical after the employee is assigned the applicable duties. Ongoing training will be provided as required with changes to policies, procedures and practices governing the provision of services to people with disabilities.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, we will notify customers promptly and will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

It is recognized that the ability to provide appropriate notice of a disruption may be limited in cases of an emergency that caused the temporary disruption.

Communication and information supports

We will communicate with and on request provide information and communication supports to people with disabilities in a way that takes into account their disability, and will work with persons with disabilities to determine what method(s) of communication or forms of information are appropriate for them.

All documents required by the Accessibility for Ontarians with Disabilities Act (Ontario), 2005 (as updated) are available upon request.

Feedback

The CMPA welcomes feedback about the delivery of our goods, services or facilities to people with disabilities. Feedback can be made in person, by telephone, in writing or by email to ottawa@cmpa.ca. We will investigate and respond to all such feedback in a timely, thorough and objective manner. The CMPA will ensure that all of its feedback processes are accessible to people with disabilities.