Accessibility for Ontarians with Disabilities Act (AODA)

Customer Service Policy

Optelian understands the value of providing goods and services that are accessible to all in a way that is consistent with the principles of independence, dignity, integration and equal opportunity.

Our Commitment

Optelian is committed to providing a barrier-free environment for all stakeholders including our clients/customers, employees, job applicants, suppliers, and any visitors who may enter our premises, access our information, or use our services. Optelian is dedicated to offering equal opportunity to access our services and to provide a safe, dignified and welcoming environment for all.

We respect and support the principles and requirements set out in the Accessibility for Ontarians with Disabilities Act (2005), and the Integrated Accessibility Standards Regulation (IASR). Optelian has put in place policies and procedures to ensure accessibility and will review them on a regular basis. In addition, we will strive to meet the needs of individuals with disabilities in a timely and effective manner.

Use of Support Persons, Service Animals and Assistive Devices

It is Optelian policy to allow support persons, service animals and assistive devices on the premises and in all situations where a disabled customer requires these items to access Optelian goods and services. If a person with a disability is hindered or prevented from accessing goods or services using their service animal or assistive device, Optelian will consult with the person and accommodate them by providing an alternative wherever possible.

Notice of Temporary Service Disruptions

If any services to accommodate disabled customers are interrupted, Optelian will post a notice in a conspicuous place and if possible, customers affected will be notified.


To create awareness and ensure compliance, Optelian will provide AODA Customer Service Standards training to all employees and volunteer workers, as applicable. Optelian will also train staff on the Integrated Accessibility Standard Regulation (IASR) as it pertains to their job duties and the Ontario Human Rights Code as it pertains to people with disabilities.
Records will be kept indicating the date and training provided, and the number of individuals to whom it was provided.

Feedback Process

An accessible process for customers to provide feedback or complaints is available upon request, and can be completed in a variety of alternative methods. Customers can provide feedback to Optelian’s HR Department in person, or by email, fax, mail or telephone.
Customers will hear back from the HR Department within 10 business days of receipt of formal feedback.

Availability of Documents

All information and communications will be made available upon request, in a format that takes into account the customer’s disability. To make such a request, customers are asked to contact Optelian’s HR Department.


This policy and its related procedures will be reviewed as required in the event of legislative changes, or updated when company practices evolve.

Any policy of Optelian that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Optelian HR Department Contact Information

1 Brewer Hunt Way, Ottawa, ON K2K 2B5, Canada
(613) 287-2000 x. 2155