Accessible Customer Service Policy


The Accessibility for Ontarians with Disabilities Act, 2005 (the AODA) is a provincial act with the purpose of developing, implementing and enforcing accessibility standards in order to achieve accessibility for persons with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises.

Under the AODA, Ontario Regulation 429/07 entitled “Accessibility Standards for Customer Service” establishes accessibility standards specific to customer service and the provision of goods and services to the public.

Thresholds Homes and Supports is not only required to meet the requirements of accessibility standards established by the AODA but is committed to meeting and responding to the customer service needs of all our consumers, visitors, and members of the public including people with disabilities.

To read more about our commitment to accessible customer service, our accessible customer service policies and procedures, practices and requirements under the Customer Service Standard click here.

These documents are also available upon request from the main office at 236 Victoria St. N., Kitchener, telephone 519. 742.3191 or fax 519. 742.5232.

If you require these documents in an alternative format, the request for alternate format document form is available from the main office or you can click here.

Feedback Process


Feedback on our provision of goods and services is welcome as it encourages continuous service improvements. Feedback from a member of the public about goods and services offered to persons with disabilities may be given by telephone, in writing, by email, online, on flash drive (or in electronic format) or by another method that takes a disability into account where necessary. For more information about the feedback process, please contact the Director of Community Services and Housing at or 519.742.3191 ext. 1288. The Customer Service Feedback Form is available from the main office or 519.742.3191 ext. 1288 or click here.

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