The College of Nurses of Ontario (CNO) is an organization whose mission is regulating nursing in the public interest. In fulfilling this mission, CNO 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 providing people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other members of the public.
CNO is committed to excellence in serving all customers, including people with disabilities.
CNO will communicate with people with disabilities in ways that take into account their disability. CNO is committed to training staff on how to communicate with people with various types of disabilities. CNO will offer to communicate with people by email or in person if telephone communication is not suitable for the person’s communication needs. CNO will also provide publications in alternative formats, upon request, dependent upon document specifications.
2. Assistive devices
CNO will endeavour to provide services to people with disabilities who use assistive devices to access customer service, or attend hearings or meetings. CNO will train staff to be familiar with various assistive devices that may be used by customers with disabilities and on how to use the assistive devices that are available on our premises.
3. Use of service animals and support persons
CNO is committed to welcoming people with disabilities who are accompanied by a service animal to the areas of our premises that are open to the public and other third parties.
CNO is committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter CNO’s premises with his or her support person.
4. Notice of temporary disruption
CNO will provide notice in the event of a planned or unexpected disruption to the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services (if available).
The notice will be placed at the public entrance, at CNO's service counter and on CNO’s website.
5. Training for staff
CNO will provide training for its current staff and to new employees when they commence their duties. Training will include:
- the 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 a support person
- availability of assistive devices available on CNO premises
- what to do if a person with a disability is having difficulty in accessing CNO’s services
- CNO’s policies, practices and procedures relating to the customer service standard
Further training will be provided to employees when changes are made to these policies, practices and procedures.
6. Feedback process
The goal of this policy is to ensure CNO meets the level of service expected by customers with disabilities. CNO appreciates feedback on how well those expectations are met. Qualified customer service representatives are available to take your questions and feedback in person, or via:
Mail: Accessibility Feedback, College of Nurses of Ontario, 101 Davenport Rd., Toronto, ON M5R 3P1
Phone (toll-free in Ontario): 1 800 387-5526
All feedback will be directed to the Manager, Customer Service. Where possible, complaints will be addressed immediately. However, some feedback requires investigation and may require additional time to respond. CNO will acknowledge verbal or telephone feedback within two business days and email or mailed feedback within fifteen business days of receipt. The acknowledgement will indicate when you can expect a response. CNO will endeavour to provide a response in a format accessible to the customer.
7. Modifications to this or other policies
CNO is committed to ensuring that its customer service policy promotes the dignity and independence of all persons with disabilities. Changes will not be made to this policy before considering the impact on persons with disabilities. All CNO policies respect and promote the dignity and independence of people with disabilities.
8. Questions about this policy
This policy exists to achieve service excellence to customers with disabilities. Questions about this policy may be directed to the Manager, Customer Service.
If you would like to receive a copy of this policy in an alternative format, please contact the Manager, Customer Service, via the contact information above.