Fullscript 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. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act (2005), and its associated standards and regulations.

Fullscript understands that we have a responsibility for ensuring a safe, dignified, and welcoming environment for everyone. We are committed to ensuring our organization’s compliance by incorporating accessibility legislation into our policies, procedures, equipment requirements, training, and best practices. We will review these policies and practices annually, as organizational changes occur, or in anticipation of compliance deadlines. In addition, we will strive to meet the needs of individuals with disabilities in a timely and effective manner.

Providing an accessible and barrier-free environment is a shared effort, and as an organization, Fullscript is committed to working with the necessary parties to make accessibility for all a reality. For more detailed information on our accessibility policies, plans, and training programs, please contact accessibility@fullscript.com.

Accessibility for Ontario with Disabilities Act, 2005

What is the Accessibility for Ontarians with Disabilities Act? 

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is a law in Ontario that allows the government to develop specific standards of accessibility and to enforce them. The standards require the identification, removal and prevention of barriers for people with disabilities in key areas of daily living. Barriers keep people with disabilities from fully participating in activities that many of us take for granted. The customer service standard is the first standard to come into effect under the AODA. 

Who are people with disabilities? 

The AODA uses the same definition of “disability” as the Ontario Human Rights Code:

  • any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, blindness or visual impairment, deafness or hearing impairment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
  • a condition of mental impairment or a developmental disability, 
  • a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language, 
  • A mental disorder, or 
  • an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

What are barriers?

 When you think about accessibility, it is important to be aware of both visible and invisible barriers. A barrier is anything that keeps someone with a disability from fully participating in all aspects of society because of their disability. 

  • Attitude is perhaps the most difficult barrier to overcome because it’s hard to change the way people think or behave. Some people don’t know how to communicate with those who have visible or invisible disabilities. They may feel that they could offend the individual with a disability by offering help, or they ignore or avoid people with disabilities altogether. 
  • Architectural or structural barriers may result from design elements of a building such as stairs, doorways, the width of hallways and even room layout. 
  • Information and communication barriers can make it difficult for people to receive or convey information. For example, a person who is Deaf cannot communicate via standard telephone. 
  • Technology, or lack of it, can prevent people from accessing information. Everyday tools like computers, telephones and other aids can all present barriers if they are not set up or designed with accessibility in mind. 
  • Systemic barriers can result from an organization’s policies, practices and procedures if they restrict people with disabilities, often unintentionally.

The Customer Service Standard

What is the customer service standard? Ontario’s accessible customer service standard is the law. The standard is aimed at making an organization’s customer service operations accessible to people with disabilities. What does Fullscript need to do to comply? The following is a summary of requirements.

Fullscript must: 

  • Establish policies, practices and procedures in writing on providing goods or services to people with disabilities that are consistent with the principles of independence, dignity, integration and equality of opportunity.
  • Train anyone who interacts with the public, other third parties on Fullscript’s behalf or is involved in developing service practices, on topics outlined in the customer service standard. 
  • Let customers know that the documents are available upon request in a format that takes into account their disability.

How to interact and communicate with customers who have disabilities

General tips on providing service to customers with disabilities

  • If you’re not sure what to do, ask your customer, “May I help you?” Your customers with disabilities know if they need help and how you can provide it. 
  • Speak directly to the person with a disability, not to his or her Support Person or companion. 
  • Avoid stereotypes and make no assumptions about what type of disability or disabilities the person has. Some disabilities are not visible and customers are not required to give you information about any disabilities they may have. 
  • Take the time to get to know your customer’s needs and focus on meeting those needs.
  •  Be patient. People with some kinds of disabilities may take a little longer to understand and respond. A good start is to listen carefully. 

Tips on talking to customers with disabilities over the phone

  • Speak naturally, clearly and directly.
  • Don’t worry about how the person’s voice sounds. Concentrate on what they are saying.
  • Don’t interrupt or finish your customer’s sentences. Give your customer time to explain or respond.
  • If you don’t understand, simply ask again, or repeat or rephrase what you heard and ask if you have understood correctly.
  • If a telephone customer is using an interpreter or a Relay Service, speak naturally to the customer, not to the interpreter.
  • If you encounter a situation where, after numerous attempts, you and your customer cannot communicate with each other due to the customer’s disability, consider making alternate arrangements (such as email, and direct messaging chat on the website and platform).

Tips on how to interact and communicate with customers who have vision loss 

Vision loss reduces a person’s ability to see clearly. Few people with vision loss are totally blind. Some of these customers may use a guide dog or white cane, but others may not.

  • Don’t assume the individual can’t see you.
  • Identify yourself when you approach your customer and speak directly to him or her, even if he/she is accompanied by a companion.
  • There is generally no need to raise your voice because the person does not necessarily have hearing loss. Say your name even if you know the person well as many voices sound similar.
  • Be clear and precise when giving directions, e.g., two steps behind you, a metre to your left, etc. Don’t use “over there” or point in the direction.
  • When providing printed information, offer to read or summarize it.
  • Offer to describe information. For example, verbally itemize the bill or explain what the specials are or what is on the menu.

Tips on how to interact and communicate with customers who are deaf, oral deaf, deafened or hard of hearing

In Deaf culture, indicated by a capital “D,” the term is used to describe a person who has severe to profound hearing loss, with little or no hearing. Oral deaf is a term describing a person who was born deaf or became deaf before learning to speak, but is taught to speak and may not typically use Sign Language. The term “deafened” describes a person who has lost their hearing slowly or suddenly in adulthood. The term “hard of hearing” describes a person who uses their residual hearing (hearing that remains) and speech to communicate.

  • Attract the customer’s attention before speaking. Generally, the best way is by a gentle touch on the shoulder or with a gentle wave of your hand.
  • Ask how you can help. Don’t shout.
  • If necessary, ask if another method of communicating would be easier, for example, using a pen and paper.
  • Look at and speak directly to your customer. Address your customer, not the interpreter or Support Person.
  • Be clear and precise when giving directions, and repeat or rephrase if necessary. Confirm that your customer understands you.
  • If the person uses a hearing aid, reduce background noise or move to a quieter area, if possible, so the person can hear or concentrate better.

Tips on how to interact and communicate with customers who are deafblind

A person who is deafblind can neither see nor hear to some degree. Many people who are deafblind will be accompanied by a professional who helps with communicating.

  • Don’t assume what a person can or cannot do. Some people who are deaf blind have some sight or hearing, while others have neither.
  • A customer who is deafblind is likely to explain to you how to communicate with him or her or give you an assistance card or a note explaining how to communicate with him or her.
  • Identify yourself to the support person when you approach your customer who is deafblind, but then speak directly to your customer as you normally would.

Tips on how to interact and communicate with customers who have physical disabilities

There are many types and degrees of physical disabilities, and not all require a wheelchair. People who have arthritis, heart or lung conditions or amputations may also have difficulty with moving, standing or sitting. It may be difficult to identify a person with a physical disability.

  • Speak naturally and directly to your customer. 
  • Respect your customer’s personal space. Do not lean over him or her or on his or her assistive device.
  • Don’t touch assistive devices without permission. If you have permission to move a person in a wheelchair, remember to: 
    • Wait for and follow the person’s instructions.
    • Confirm that your customer is ready to move
    • Describe what you’re going to do before you do it
    • Avoid uneven ground and objects o Don’t leave the person in an awkward, dangerous or undignified position such as facing a wall or in the path of opening doors.
  • Let your customer know about accessible features in the immediate area (i.e., automatic doors, accessible washrooms, elevators, ramps, etc.). 

Tips on how to interact and communicate with customers who have mental health disabilities

 Mental health disabilities are not as visible as many other types of disabilities. You may not know that your customer has a mental health disability unless you’re informed of it. Examples of mental health disabilities include schizophrenia, depression, phobias, as well as bipolar, anxiety and mood disorders. 

A person with a mental health disability may have difficulty with one, several or none of these: inability to think clearly, hallucinations, depression or acute mood swings, poor concentration, difficulty remembering, apparent lack of motivation.

  • Treat a person with a mental health disability with the same respect and consideration you have for everyone else.
  • Be patient, confident and reassuring. Listen carefully and work with your customer to try to meet their needs.
  • If someone is experiencing difficulty controlling his or her symptoms, or is in a crisis, you may want to help out. Be calm and professional and ask your customer how you can best help.

Tips on how to interact and communicate with customers who have intellectual or developmental disabilities

People with intellectual or developmental disabilities may have difficulty doing many things most of us take for granted. You may not know that someone has this type of disability unless you are told. As much as possible, treat your customers with an intellectual or developmental disability like anyone else. They may understand more than you think, and they will appreciate that you treat them with respect.

  • Don’t assume what a person can or cannot do. Be supportive and patient. 
  • Use plain language and speak in short sentences. Provide one piece of information at a time.
  • To confirm if your customer understands what you have said, consider asking the person to repeat the message back to you in his or her own words. 
  • If you cannot understand what is being said, simply ask again.
  • Speak directly to your customer, not to their companion or support person. 

Tips on how to interact and communicate with customers who have learning disabilities 

 The term “learning disability” describes a range of information processing disorders. Examples include dyslexia (problems in reading and related language-based learning); dyscalculia (problems in mathematics); and dysgraphia (problems in writing and fine motor skills).

It is important to know that having a learning disability does not mean a person is incapable of learning. Rather, it means they learn in a different way.

  • When you know someone with a learning disability needs help, ask how you can help.
  • Speak naturally, clearly, and directly to your customer.
  • Allow extra time if necessary – people may take a little longer to understand and respond.
  • Be patient and be willing to explain something again, if needed. 

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities at 245 Cooper Street, Fullscript will notify customers promptly. We cannot provide this same guarantee in emergency temporary disruption situations, but will make every reasonable effort to provide adequate notice. This notice will include information about the anticipated duration or the disruption, and a description of alternative facilities or services, if available. Notice will be posted on applicable doors (eg. elevator door), or communicated by such method as is reasonable in the circumstances.

Feedback Process

Customers who wish to provide feedback on the way Fullscript provides goods and services to people with disabilities can enter feedback in the following ways:

All feedback, including complaints, will be handled promptly. Fullscript will make sure our feedback process is accessible to persons with disabilities by providing or arranging for accessible formats and communication supports, on request.

Notice of Availability

Fullscript will notify the public that our policies are available upon request by posting this policy on the website.

When a request for this policy is received, Fulscript will provide the document or information in a format that takes into account the requestor’s disabilities. Fullscript will provide the accessible format in a timely manner and at no additional cost.

Modifications to this or other policies

Any policy of Fullscript that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.