Heritage Place is dedicated to respecting the diverse needs of persons with disabilities and promoting the principles of independence, dignity, integration and equality of opportunity for all individuals. The organization seeks to uphold the highest standards of accessible customer service through preventing, identifying and removing barriers that impede the ability of persons with disabilities to access our services.


In this policy “customers” are defined as residents, family members, guests from the community and visitors. The objective of this policy is to identify the equal treatment provisions under the Ontario Human Rights Code (through the Accessibility for Ontarians with Disabilities Act (AODA), 2005 and the Regulation) required as a minimum legal standard in care and service delivery, to persons with disabilities.


This policy addresses the following:

  • The provision of care and services to persons with disabilities;

  • Staff and volunteer training regarding interacting with persons with disabilities;

  • The use of assistive devices by persons with disabilities;

  • The use of service animals by persons with disabilities;

  • The use of support persons by individuals with disabilities;

  • Notice of temporary service disruptions;

  • Customer feedback regarding the provision of services to persons with disabilities; and

  • Notice of availability and format of documents.



The General Manager of Heritage Place will:


1. Identify and remove barriers to access for persons with disabilities;


2. All staff and volunteers who provide goods and/or services or are involved in policy and procedure development on behalf of Heritage Place will receive training on accessible customer service. Training will be provided on an ongoing basis in connection with changes to the policies, practices, and procedures governing the provision of goods and services to persons with disabilities. In addition, training completion will be required prior to one’s first shift and annually thereafter. This training will equip staff and volunteers with the proper skills to communicate with individuals with diverse disabilities in a respectful manner;


Training will include:

  • Learning the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and requirements of the Customer Service Standard (Ontario Regulation 429/07);

  • Instruction on how to interact and communicate with people who have various types of disabilities, including those who use assistive devices;

  • As applicable, instruction on how to use equipment or assistive devices available at Heritage Place that may aid in the provision of goods or services to person with disabilities;

  • Training about how to interact with persons with disabilities who have a service animal

  • Instruction on how to interact with people with disabilities who are accompanied by a support person

  • Instruction on what to do if a person with a disability is having difficulty accessing goods or services within the facility

  • Training on Heritage Place’s policies, practices, and procedures relating to the provision of goods and/or services to persons with disabilities.


3. All assistive devices that enable persons with disabilities to access goods and services will be permitted at Heritage Place. Any assistive devices owned by the facility will be available for temporary use by persons with disabilities. Staff will be trained on the assistive devices on site;


4. The use of service animals by persons with disabilities will be permitted and accommodated within all public areas of the facility, with the exception of areas not permissible by law. If the accompaniment of a service animal is excluded by law and thereby limits one’s access to goods or services, measures will be taken by staff and/or volunteers to provide these services.


5. The use of support persons by individuals with a disability will be permitted and accommodated within all public areas of Heritage Place. Where the presence of a support person is required, any applicable admission fee or fare will be waived for that person.


6. In the event of a planned or unexpected temporary service disruption within the facility, appropriate signage will be posted promptly in a conspicuous area. Information regarding the reason for the disruption, the anticipated duration, and a description of alternate services (if available) will be provided;


7. Feedback regarding the way Heritage Place provides goods and/or services to people with disabilities is welcomed and can be made in person, or by phone, letter, fax, email or website comment submission. If necessary, the GM will investigate feedback that is in contradiction to the above requirements and determine the actions to be taken. In all cases, every effort will be made to respond to the feedback in a timely and effective manner.


8.Documents that detail Heritage Place’s Accessible Customer Service Policy, practices, and procedures will be made available on the company’s website and upon request. Efforts will be made to ensure the information is available in a format that is accessible to individuals with various disabilities.


9. Emergency and public safety information (e.g. evacuation plan for residents with disabilities) will be available upon request.


10. Tailored emergency procedures for staff with disabilities will be created upon hire.



Feedback Process

Those who wish to provide feedback on the provision of services by Heritage Place to persons with disabilities may contact the office of the General Manager at (905) 315-2560 or speak in person. Comments and inquiries may also be submitted in written format via the suggestion box located in the Main Reception Area at Heritage Place or by mail to the following address:


Attn: General Manager

Heritage Place Retirement

4151 Kilmer Drive

Burlington, Ontario  L7M 5A9


Fax, email or website submission is also welcomed:


Fax: 905-319-6349

Email: reception@heritage-place.ca

Website: www.heritage-place.ca/contact


Complaints will be reviewed and logged for discussion with the management team in accordance with the complaint policy of Heritage Place. Individuals who have provided their contact information can expect to receive a response within 10 business days.






The term “disability” refers to any restriction or lack of ability (resulting from an impairment) to perform an activity in the manner or within the range considered normal for a human being. The term encompasses but is not limited to physical and developmental disabilities, communication disorders and cognitive impairments. Heritage Place aims to respect all persons within the facility, providing the opportunity for equal access to and delivery of services.


Types of Disabilities


Physical Disabilities

Characterized by impairments to physical, motor and sensory functioning and can be either developmental (resulting from birth) or acquired. Includes: Cerebral Palsy (CP), Spina Bifida, Cystic Fibrosis, Spinal Cord Injury, Visual impairments, and Amputation.


Communication Disorders

Includes hearing impairments (deafness, hearing loss), and speech and language impairments such as Aphasia, Dysarthria, Dysnomia, Expressive Language Disorder and other speech disorders.


Medical or Health Issues

Comprise “hidden” disabilities and may have physical implications, affecting activities of daily living. This includes: Chronic Pain Syndrome, Chronic Fatigue Syndrome, Fibromyalgia, Cancer, AIDS, heart disease, and liver or kidney failure.


Neurological Disorders

Associated with damage to the nervous system resulting in loss of physical or cognitive functions. Examples include: Multiple Sclerosis (MS), Alzheimer’s Disease, Parkinson’s Disease and Stroke.


Cognitive Impairments

Can result from Traumatic Brain Injury (TBI) caused by physical trauma to the brain; Acquired Brain Injury (ABI) not due to external force; or Short-term memory loss as a result of either type of brain injury.


Developmental Disabilities

Life-long disabilities attributable to mental and/or physical impairment or a combination of both, exhibited prior to age twenty-two. Includes: Learning disabilities, Attention Deficit Hyperactivity Disorder (ADHD, ADD), Down’s Syndrome, Autism, etc.


Learning Disabilities

Difficulties with learning, processing, collecting and retaining information. Characterized by trouble with reading, arithmetic, and written expression. Includes: Dyslexia, Cognitive Disorganization, etc.


Mental Health Illnesses

Psychiatric disabilities and mental health issues may affect one’s perceptual, emotional, cognitive/reasoning, physical and psychosocial functioning. Includes: Anxiety disorders, Bipolar Disorder, Depression, Post-Traumatic Stress Disorder, Obsessive-Compulsive Disorder (OCD), etc.



Communicating With Persons With Disabilities


Good customer service involves treating consumers with respect, using common sense judgment and being honest, fair and flexible. Services should be consumer focused, accessible and consistent.


Appropriate Methods of Interaction:

  • Do not assume an individual needs your assistance, ask first and follow cues.

  • Avoid generalizations and stereotypes.

  • Speak directly to the individual.

  • Be cognizant of the environment, for example, loud noise or multiple conversations around a person can make it difficult for them to participate in conversation.

  • Be mindful of “hidden disabilities”, as not all disabilities are obvious. 


– Mildred and Dr. Bob Kosnik, Owners, Heritage Place Retirement Residence



Accessible Customer Service Policy
Terms of Use

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Privacy Policy

We take the privacy of every website visitor and individual contact, by phone, in person or otherwise, very seriously.  Heritage Place Retirement Residence does not collect any personally identifying information during the visit to this website, other than that which the visitor provides through the 'Contact Us' page. Personal infofmation will never be rented, sold nor used for any other purpose or any other reason whatsoever. 

AODA Multi-Year Plan & Progress Report

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