City Planning

Accessible Customer Service

Sign with words Accessibility

City Planning Division is committed to making our services accessible to everyone, including people with disabilities.

We do this by:

  • Fulfilling our legislative duties and responsibilities;
  • Identifying solutions and options that will allow us to deliver our services in a manner that respects people of all abilities; and
  • Ensuring that all City Planning Division staff have the tools and resources needed to make our Division's services fully accessible.

Customer Service Policy Statement
January 2010

1. Our Mission 

The mission of City Planning is to guide the way the city looks and grows by striking a balance between social, economic and environmental forces which is achieved by actively consulting with the community and other City divisions.

2. Our Commitment

In fulfilling our mission, City Planning 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 giving 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 customers.

3. Providing goods and service to people with disabilities

City Planning is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the flowing areas:

  • Communication
    We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

  • Telephone services
    We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear plain language and to speak clearly and slowly. We will offer to communicate with customers by other means if telephone communication is not suitable to their communication needs or is not available.

  • Assistive Devices
    We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and service. We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and/or services. We will also ensure that staff knows how to use any available assistive devices on our premises.

4. Use of service animals and support persons

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

We are 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 City Planning's offices and/or facilities where public meetings are being held with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while in our offices and/or facilities.

5. Notice of temporary disruption

If necessary, City Planning will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used or required by people with disabilities. For example this could be a last minute rescheduling of a public meeting from a facility with assistive devices such as a power door, to one that does not have such a device. In such situations, City Planning will work to ensure notice is provided as soon as possible and will include information about the reason for the disruption, its anticipated duration (if applicable) and a description of alternative measures.

6. Training for staff

City Planning will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Training will include the following:

  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) 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;
  • How to use City Planning's assistive communication devices and other assistive devices;
  • What to do if a person with a disability is having difficulty accessing City Planning's goods and services; and
  • City Planning's policies, practices and procedures relating to the customer service standard.

Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

7. Feedback process

The ultimate goal of City Planning is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way City Planning provides goods and services to people with disabilities can be made via by e-mail, phone, and in writing. All written feedback will be directed to the City Planning Division's Strategic Initiatives and Policy Analysis section:

                   Email feedback to: cityplanning@toronto.ca

                   Feedback on customer service for people with disabilities: 416-392-5848

                   Mail feedback to:

    SIPA, City Planning Division
    Metro Hall 22nd floor
    55 John Street, Stn. 1220
    Toronto, Ontario M5V 3C6
    Attention: Project Manager, Municipal Accessibility Requirements, SIPA

Once received, the feedback will be assessed by SIPA staff and directed (if required) to the appropriate City Planning staff member. We aim to acknowledge verbal and email enquiries within two business days, with the understanding that further follow-up may be required. Written enquiries will be acknowledged within 5 business days.

  8. Complaints Process

Complainants  may contact the City Planning Division using any of the following methods:

                   E-mail complaint to: cityplanning@toronto.ca

                   Phone: 311 or  the Director of SIPA  at  416-392-8148

                   Mail Complaint to:

                   Chief Planner
                   City Planning Division
                   Toronto City Hall
                   12th Floor, East Tower
                   Toronto, Ontario M5H 2N2
 

9. Modifications to this or other policy

We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of City Planning that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

   10. Questions about this policy

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, please contact:

                   Email questions to: cityplanning@toronto.ca

                   Questions about the customer service policy for people with

                   disabilities: 416-392-5848

                   Mail questions to:

    SIPA, City Planning Division
    Metro Hall 23th floor
    55 John Street, Stn. 1220
    Toronto, Ontario M5V 3C6
    Attention: Project Manager Accessibility Requirements, SIPA


Back to: City Planning