Accessibility Policy and Procedures

Accessibility Policy

• Respects the dignity and independence of our customers
• Ensures integration
• Ensures equal opportunity for everyone

These policies allow our customers to have a barrier-free experience in Richmond Hill. 

View the Accessibility Policy

Accessible Customer Service Procedures

Richmond Hill's Accessible Customer Service Procedures support our Accessibility Policy and include procedures for:

• Customer service and the use of assistive devices

• The use of service animals

• The use of support persons

• Providing notice of temporary disruptions

• Receiving feedback

For more information about the Accessible Customer Service Procedures or to receive a copy, please contact clerks@richmondhill.ca.

Accessible Customer Service Training Procedure

Richmond Hill ensures that all employees, volunteers, and suppliers are properly trained to provide accessible customer service. The Accessible Customer Service Training Procedure describes in detail what the training entails, as well as how and when it is provided.

For more information about the Accessible Customer Service Training Procedure or to receive a copy, please contact clerks@richmondhill.ca. 

Employment Accommodation Procedures

Our Employment Accommodation Procedures also support Richmond Hill's Accessibility Policy and standards outlined in the AODA. This includes procedures for:

• Recruitment, selection and assessment

• Informing employees of supports

• Accessible formats and communication supports

• Workplace emergency response information

• Workplace accommodations (medical accommodation requests and non-medical accommodation requests)

• Return to work process

• Performance management, career development and redeployment

• Feedback

Employment accommodation procedures allow staff to be part of an inclusive workforce.

Accessible Programs and Services

Richmond Hill has a number of programs and services that are accessible to people of all abilities, for example, accessible parks and adapted recreation and camp programs for children. Please read the new 2018-2022 Multi-Year Accessibility Plan or view the Inclusion Services page for more information.

Accessibility Plans and Status Reports

Richmond Hill is committed to providing accessible programs and services to all residents. We produce a Multi-Year Accessibility Plan (MYAP) every five years, which outlines how Richmond Hill will fulfill the requirements of the AODA and remove barriers to accessibility in our programs, services and facilities. Our Annual Status Reports describe how we continue to meet the AODA standards and commitments outlined in the MYAP. Both documents are developed by Richmond Hill staff with input from the Accessibility Advisory Committee. 

2018-2022 Multi-Year Accessibility Plan

2019 Status Report for the Richmond Hill Accessibility Plan

If you are interested in getting information about older Accessibility Plans and Status Reports, please contact clerks@richmondhill.ca. 

Accessibility Advisory Committee

Richmond Hill’s Accessibility Advisory Committee (AAC) gives Council advice about accessibility issues affecting residents. The AAC gives input and advice about the preparation, implementation and effectiveness of our Annual Status Report and Multi-Year Accessibility Plan.

Council receives input from the AAC about the accessibility of public spaces, such as buildings, parks, trails or outdoor paths of travel that Richmond Hill constructs or renovates. Advice is also sought regarding the accessibility of any other buildings used by Richmond Hill, according to Section 29 of the AODA.

The AAC also attends presentations from staff about development plans and drawings and gives feedback on accessibility, which complies with Section 41 of the Planning Act. The committee advises Council of concerns they have about any development plans and drawings.

Are you interested in becoming a member of the AAC? Richmond Hill will be seeking applications from residents who are interested in joining the AAC from 2019-2022 after the October municipal election. The Committee is made up of residents, most of which are people with disabilities. Please contact the Office of the Clerk for more information  on the application process. 

Accessibility Legislation and Standards

The Accessibility for Ontarians with Disabilities Act (AODA) was passed by the Province of Ontario in 2005. The AODA provides regulations for the development and enforcement accessibility standards.

There are currently five Integrated Accessibility Standards under the AODA, including:

• Customer service

• Transportation

• Information and communications

• Employment

• Built environment