Accessibility Policy: Customer Service

This policy outlines OCP’s commitment to meeting the current and ongoing obligations under the Ontario Human Rights Codes respecting non-discrimination. OCP understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law. OCP’s accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

Our mission

The Ontario College of Pharmacists regulates pharmacy to ensure that the public receives quality services and care.

Our commitment

In fulfilling our mission, OCP strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are committed to complying with both the Ontario Human Rights Code and the AODA. We are committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefits from the same services, in the same place and in a similar way as all members of the public.

Providing goods and services to people with disabilities

OCP is committed to excellence in providing goods and services to all members of the public, including people with disabilities and we will carry out our functions and responsibilities in the following areas:


We will communicate with people with disabilities in ways that take into account their disability. This may include the following:

  • Teletypewriter (TTYs)
  • Bell Relay Service Allowing person extra time to communicate
  • Asking how the person communicates “Yes/No”
  • Alternative communication systems (AAC) and can include gestures, vocalizations etc.

We will train staff on how to interact and communicate with people with various types of disabilities and will work with the person with a disability to determine what method of communication works for them.


We will provide our publications in alternative formats, upon request, in a timely manner, dependent upon document specifications (e.g. length of document, format required).

Telephone services

We are committed to providing fully accessible telephone service to all members of the public. We will train staff to communicate over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with people by TTYs or Bell Relay Service and email if telephone communication is not suitable to their communication needs or is not available.

Assistive devices

We are committed to providing goods, services and access to facilities to people with disabilities who use assistive devices. Persons with disabilities may use their own assistive devices as required. In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other reasonable measures will be used to ensure the person with a disability can access our goods, services or facilities.

We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

A regulated health professional is defined a member of one of the following Colleges:

  • 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
  • College of Registered Psychotherapists of Ontario

Support Persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. In certain cases, OCP might require a person with a disability to be accompanied by a support person for the health or safety reasons of:

  • the person with a disability
  • others on the premises

Before making a decision, OCP will:

  • consult with a person with a disability to understand their needs
  • consider health or safety reasons based on available evidence
  • determine if there is no other reasonable way to protect the health or safety of the person or others on the premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, OCP will notify customers promptly. This clearly posted 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.

Examples of services/facilities include but are not limited to:

  • Council Meetings
  • Discipline Hearings
  • Applications and Renewals
  • Reception and other meeting spaces

The notice will be made publicly available in the following ways:

  • placed at all public entrances on our premises
  • posted on our website


OCP will provide accessible customer service training to:

  • all employees and volunteers
  • anyone involved in developing our policies
  • anyone who provides goods, services or facilities to customers on our behalf.

Training will include:

  • purpose 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
  • availability of assistive devices
  • what to do if a person with a disability is having difficulty in accessing OCP’s goods, services or facilities
  • OCP’s policies, practices and procedures relating to the customer service standard.

Staff will also be trained when changes are made to our accessible customer service policies.

Feedback process

Our goal is to make it easy for you to contact us and we offer equal access to our goods, services and facilities. We are committed to service excellence and comments on our services regarding how well those expectations are being met are welcomed and appreciated. Feedback will help us identify barriers and respond to concerns.

If you are not satisfied with the level of service you received, you are encouraged to contact us. Qualified OCP representatives are on hand to take your questions, provide information and lead you to appropriate resources, depending on the nature of your questions. This service is open to the public Monday to Friday between 8:30 a.m. and 5:00 p.m.

You can provide feedback in the following ways:

All feedback, including complaints, will be handled in the following manner:

  • Feedback will be directed to the Manager, Human Resources and/or Director, Finance and Administration
  • Customers can expect to hear back in 3-5 business days

OCP will make sure our feedback process is accessible to people with disabilities by providing or arranging accessible formats and communication supports, on request.

Notice of availability of documents

OCP will notify the public that documents related to accessible customer service, are available upon request by posting a notice in the following way:

OCP will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.

Modifications to this or other policies

Any policies of OCP that do not respect and promote the principles of dignity, independence, intergration and equal opportunity for people with disabilities will be modified or removed.

Related Documents

For more details on strategies and actions to prevent and remove barriers to accessibility and to meet the requirements under the AODA and its Regulations refer to OCP’s Multi-Year Accessibility Plan.