Accessible Customer Service Policy

Upon request, Skyline shall provide this policy and any other forms relating to the Customer Service standard in a format that takes into account the disability of the person submitting the request.

The Accessibility for Ontarians with Disabilities Act (AODA)

AODA is an important piece of legislation that came into effect January 1, 2010.  It requires the Skyline Group of Companies to develop – and enforce – accessibility standards.

Our Commitment

We are dedicated to providing accessibility and equitable customer service to each and every one of our diverse and valued customers.  Whether you are an investor, a tenant, or part of our team, we are committed to providing services in a manner that respects the dignity and independence of persons with disabilities.  We promise to give people with disabilities the same opportunity to access goods and services and allow them to benefit from the same services, in the same place and in a similar way as all other customers.   Skyline will always communicate in a manner that takes into account the person’s disability. 

Usage of Aids and Services

Assistive Devices

Persons with disabilities, using their own assistive device(s) may do so for the purpose of obtaining, using and benefiting from our goods and services unless otherwise prohibited by law.  In such situations, we may offer this person other reasonable measures to assist him or her, where we have such other measures available. 

Service Animals

Persons with disabilities, accompanied by a service animal are welcome on any part of our premises provided the public has access to such premises, and the animal is not otherwise excluded by law.  While visiting any Skyline property, it is the responsibility of the person with a service animal to control the animal at all times.  

Support Persons

If a support person accompanies a visiting person with a disability, we shall ensure that both persons are entitled to enter the premises together and that the person with a disability is not prevented from having access to the support person while on the premises.

Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of a support person.

Notice of Temporary Disruption

Temporary disruptions in our services and facilities may occur due to reasons that may or may not be within our control or knowledge.  Regardless, we will make all reasonable efforts to provide notice of planned or unplanned disruptions, recognizing that advance notice may not always be possible—especially in the case of an emergency disruption.     

This notice will include information about the reason for the disruption, and its anticipated duration, and a description of alternative facilities or services, if available.  Notice will be provided by a variety of methods, depending on the circumstances, and may include postings in obvious places at the residential complex, in other facilities of the residential complex, on our website or by any other means that will reasonably ensure that the notice reaches those persons potentially affected by the temporary disruption in a manner that is accessible to them.

Training for Partners

We stand by our promise to offer accessible customer service to all persons with disabilities.  In order to achieve this goal, we will deliver training to all of our employees and others who deal with the public on our behalf.  In addition, staff will participate in further training specific to the customer service policies, procedures and practices of Skyline. This training will be required for all new employees within three (3) months of employment.  Refresher training and updating of knowledge will be required for all staff every two (2) years.

Feedback Process

We welcome feedback, including feedback about the delivery, implementation, and execution of services to people with disabilities.  We will investigate and respond to all complaints relating to such services in a timely manner.  If the feedback raises serious concerns, any amendments will only be made after taking into consideration the overall impact on all people with disabilities. 

All feedback will be kept in strict confidence and will be used to improve customer service. 

How to Contact Us:

Phone:   (519) 826-0439

Mail or In-Person:  The Skyline Group of Companies, 5 Douglas Street, Suite 301 Guelph, ON, N1H 2S8