Knox Heritage Place

Accessibilities for Ontarians with Disabilities Act

Client Service Statement


In order to provide people with disabilities the highest level of service possible, KNOX HERITAGE PLACE (KHP) has developed the following procedures.


KNOX HERITAGE PLACE will ensure that our staff are trained and familiar with various assistive devices that may be used by people with disabilities while accessing our premises.


KNOX HERITAGE PLACE will respectfully communicate with people with disabilities in ways that take into account their individual disability, always ensuring to uphold their dignity.


KNOX HERITAGE PLACE welcomes onto our premises people with disabilities and their service animals. Service animals are allowed in areas open to the public.


A visitor with a disability who is accompanied by a support person will be allowed to have that person accompany them on KHP premises.


In the event of a planned or unexpected disruption to our services or premises, KHP will notify visitors and residents promptly through various forms of posted notices.  These notices will include information about the reason for the disruption, its anticipated length of time, and a description of alternatives, if available.


KNOX HERITAGE PLACE will provide training for all employees who deal with the public or other third parties on our behalf. This training will be within the first three (3) months of their date of hire.  Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act (AODA), 2005
  • The requirements of the Client Service Standard
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or support person
  • What to do if a person with a disability is having difficulty in accessing KHP premises

Staff will also be trained when changes are made to our accessible client service procedures.


Visitors and/or residents who wish to provide feedback on the way KHP provide services can express this through a written letter addressed to management, or verbally to any member of our staff.  For written feedback, visitors and/or residents can expect to hear back within fourteen (14) days. Complaints will be addressed according to our organization’s regular complaint management procedures.


Any policy of KHP that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.