Accessible Customer Service Policy

A. Purpose of this Policy 

This policy explains how Sampler App Inc. (“Sampler”) meets its obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) specifically with respect to the customer service standards under AODA’s Integrated Accessibility Standards Regulations (the “IASR”). 

B. Application of this Policy 

This policy applies to the goods and services that Sampler provides to the public and to all Sampler staff, visitors, and any individual receiving goods or services from Sampler. 

C. Sampler’s Statement of Commitment 

Sampler is committed to maintaining equal access and participation for persons with disabilities, as set out by Ontario’s Human Rights Code and the AODA. As such, we work to actively remove and prevent barriers to accessibility in a manner that respects the dignity and independence of individuals with disabilities with a focus on integration. 

Sampler is committed to excellence in providing goods and services to all customers, including people with disabilities, and will use reasonable efforts to ensure our policies and practices are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities. 

D. Definitions 

“Accessibility” means giving people of all abilities opportunities to participate fully in everyday life. It is used to describe how widely a service, product, device or environment is available to as many people as possible. Accessibility can be seen as the ability to access and benefit from a system, service, product or environment.

“Disability” includes:

a. 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 impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,

b. a condition of mental impairment or a developmental disability;

c. a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;

d. a mental disorder; or

e. an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act (Ontario).

“Service animal” means an animal accompanying a person with disabilities if (a) it is readily apparent that the animal is used by the person for reasons relating to their disability; or (b) the person provides a letter from a physician or nurse confirming that they require the animal for reasons relating to the disability. 

“Support Person” is a person who accompanies a person with disabilities in order to help with communication, mobility, personal care or medical needs, or with access to goods and services.

The Policy

I. Provision of Goods and Services 

Sampler is committed to excellence when serving all visitors, including persons with disabilities, and will ensure that its policies are consistent with equal opportunity by:

  • Communicating with individuals in a manner that take into account their disability; 
  • Allowing individuals with disabilities to do things their own ways and at their own pace, when accessing our goods and services, if this does not pose a safety risk;
  • Considering individual needs when providing goods and services; 
  • Providing alternative formats where possible, to ensure all members/clients have equal access to Sampler’s goods and services.

II. Assistive Devices

Persons with disabilities can use their own assistive devices as required when accessing goods or services provided by Sampler. 

Individuals providing services on Sampler’s behalf must complete training to ensure they are familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and services. 

III. Guide Dogs, Service Animals, and Service Dogs

Sampler welcomes people with disabilities that are accompanied by a guide dog, service animal or service dog, when accessing our goods and services. Individuals providing services on Sampler’s behalf must complete training on how to interact with people with disabilities accompanied by service animals. If the animal is excluded by the law, Sampler will ensure that other measures are available to enable the person with disabilities to access our goods and services. 

IV. Support Persons

Sampler welcomes people with disabilities that are accompanied by a support person, when accessing our goods and services. If circumstances arise where confidential information may be discussed, we will advise an individual who is accompanied by a support person in advance and obtain consent prior to sharing any personal information in the company of their support person. 

V. Notice of Temporary Disruption

In the event of a planned or unexpected disruption to Sampler’s goods and services that will impact how individuals with disabilities use or access such goods and services, Sampler will post a notice of the disruptions on the public Sampler website, or communicate such notice by such a method as is reasonable in the circumstances. 

This notice will include the following information:

  • The reason for the disruption and it’s anticipated length of time; 
  • The good and services that are unavailable; and 
  • A description of alternative services, if available

VI. Accessible Emergency Information

To the extent Sampler has any publically available emergency response information, Sampler is committed to providing individuals with accessible emergency information, upon request. Sampler will consult with the individual making the request to ensure the format suits their disabilities. 

VII. Modifications to this Policy

Modifications to this or other policies will not be made without considering accessibility for persons with disabilities. Any Sampler policy that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed. 

VIII. Notice of Availability of Documents

Documents related to accessibility are available upon request, and will be posted on our public website and are also accessible through the employee portal. 

Sampler will consult with the person making the request to ensure the format suits the needs of the individual’s disabilities. The requested accessible format/communication support will be provided in a timely manner, and at no additional cost to the requesting individual.

IX. Information and Communications

Sampler is committed to treating all individuals with dignity and respect, and to meeting the communication needs of individuals with disabilities. 

Sampler is committed to communicating with individuals with disabilities in ways that take into account their disability, and the accessibility of information. 

Upon request, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports: 

  1. In a timely manner, taking into account the person’s accessibility needs due to disability; and 
  2. At a cost that is no more than the regular cost charged to other persons.

Sampler has taken the necessary steps to ensure that its Ontario internet websites and web content conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 Level A and Level AA (except for the exclusions set out in the IASR) as required by the AODA.

X. Training

Sampler employees, volunteers and all individuals who provide services to the public on Sampler’s behalf or participate in developing its policies, are required to complete accessibility training, which includes the following topics: 

  • The purpose of the AODA and the requirements of the Integrated Accessibility Standards Regulation (the “IASR”) pertaining to customer service;
  • The Human Rights Code (Ontario) as it pertains to persons with disabilities;
  • How to interact and communicate with people with various types of disabilities;
  • How to interact with persons with disabilities who use an assistive device or require the assistance of a guide dog or other service animal or the assistance of  a support person;
  • What to do if a person with a disability is having difficulty in accessing our organization’s goods, services or facilities;
  • How to use the equipment or devices available on-site or otherwise that may help with; providing goods, services or facilities to people with disabilities;
  • Sampler’s accessibility policies and procedures.

Sampler maintains a record of training that has been completed, including the number of employees and completion date of their training. 

XI. Feedback Process 

Sampler welcomes feedback to help identify any barriers to accessing its goods and services. If an individual requires an alternative accessible format or communication support to participate in the feedback process, such formats or supports will be made reasonably available upon request. Sampler will make reasonable efforts to review and assess all feedback received with respect to Sampler’s accessibility practices and policies and to respond in a timely manner.

Feedback or accessibility requests can be provided by mail or email to:

The Sampler App
216-250 University Avenue, Toronto, ON M5H 3E5
People Operations Team

Sampler's Multi-Year Accessibility Plan

As part of our commitment to remove and prevent barriers to accessibility in a manner that respects the dignity and independence of individuals with disabilities, Sampler has created a Multi-Year Accessibility Plan, which outlines how Sampler meets its obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”), including the Integrated Accessibility Standards Regulation under AODA (the “IASR”).

To view Sampler's Multi-Year Accessibility plan, click here.