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Accessibility Policy

Statement of Commitment

Northwest Healthcare Properties (“Northwest”) is committed to providing excellent service and accessibility to all our employees, clients and stakeholders, including tenants, prospective tenants, members of the public and third parties. As part of that commitment to service, Northwest will endeavor to ensure that the dignity and independence of people with disabilities is maintained, and that such individuals have equal access to the services that Northwest provides.


The purpose of this policy is to provide a structure through which Northwest can achieve its service goals for people with disabilities in accordance with applicable accessibility laws.

Northwest’s AODA policy describes our efforts to ensure that our policies, practices, and procedures comply with the Accessibility for Ontarians with Disabilities Act, 2005 and the regulations thereunder (“AODA”). Under this policy Northwest commits to:

  • Describing how we,
    • facilitate the use of assistive devices, service animals and support persons,
    • communicate with persons with disabilities,
    • communicate disruptions in service for persons with disabilities,
    • train our employees on accessibility, and
    • how customers can provide feedback on issues relating to accessibility.
  • Ensuring our policies, practices, and procedures are consistent with the core principles of independence, dignity, integration, and equality of opportunity as defined by the AODA.
  • Training employees, volunteers, and others who provide goods and services to our customers on our AODA policies.
  • Posting our AODA policy, as updated from time to time, on our website and our intranet.
  • Providing an accessible feedback mechanism for our customers, including provisions for the response to feedback.

Training Requirements

Northwest provides training for its Ontario employees and volunteers regarding the AODA and the Ontario Human Rights Code as they pertain to individuals with disabilities. Northwest also provides training to individuals who are responsible for developing Northwest policies, and all other persons who provide goods, services or facilities on behalf of Northwest.

AODA training is provided as soon as practicable after a new Ontario employee is hired and on an ongoing basis as changes are made to Northwest’s AODA policies. 

Northwest maintains records on AODA training provided, including records of when such was provided and the number of employees that received the training.

Accessible Formats and Communication Support

Northwest provides or arranges for the provision of accessible formats and communication supports for persons with disabilities, upon request. Accessible formats and communication supports are provided in a timely manner and at no additional cost to the individual. Northwest will take into account a person's accessibility needs when addressing requests and shall consult with the individual making the accessible communications request to ensure that the accessible communication format is suitable.

If Northwest determines that information or communications are unconvertible after a request for an accessible format, Northwest will provide the requesting individual with an explanation as to why the information or communications are unconvertible and a summary of the unconvertible information or communications.

Northwest websites meet internationally-recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.

Customer Feedback

Northwest provides the public with the opportunity to provide feedback on the service provided to individuals with disabilities who visit Northwest’s buildings. Information about the feedback process available to the public is set out below. Feedback forms, along with alternate methods of providing feedback verbally (in person or by telephone) or written (handwritten, delivered, website, or e-mail), will be available upon request.

Individuals can submit feedback to:

Human Resources manager
416-366-2000 Ext. 2303
180 Dundas Street West, Suite 1100, Toronto, ON M5G 1Z8

Individuals who provide formal feedback will receive acknowledgement of their feedback, along with notice of any resulting actions taken based on concerns or complaints that were submitted.

Customer Service

Assistive Devices

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

In cases where the visitor’s assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure that the visitor has equitable access to Northwest’s goods and services.

Guide Dogs and Service Animals

Visitors with disabilities who are accompanied by a guide dog or service animal are allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies at Northwest Properties do not apply to guide dogs or service animals.

If a guide dog or service animal is excluded by law, Northwest will offer alternative methods to enable the visitor with a disability to access Northwest’s goods and services, when possible. If it is not readily apparent that the animal is being used by the visitor for reasons relating to their disability, Northwest may request verification from the visitor. The visitor who is accompanied by a guide dog or service animal is responsible for maintaining care and control of the animal at all times.

Support Persons

If a visitor with a disability is accompanied by a support person, both the visitor and their support person may enter the premises together. Northwest will not prevent from having access to the support person.

Where a support person to accompanies a person with a disability, and where the person with a disability has agreed to the accompaniment, Northwest will not charge the support persons any fees or fares for access to Northwest properties or services.

Notice of Disruptions in Service

In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use Northwest’s goods or services of, reasonable efforts will be made to provide advance notice to visitors.

Where a notification regarding a temporary disruption is posted, it will include the following information:

  • Goods or services that are disrupted or unavailable;
  • Reason for the disruption;
  • Anticipated duration; and
  • A description of alternative services or options.

When disruptions occur, Northwest will provide notice by:

  • Posting written notices in conspicuous places including at the point of disruption, at the main entrance, and the nearest accessible entrance to the service disruption or on the Northwest website; or
  • By any other method that may be reasonable under the circumstances.


Recruitment, Assessment and Selection

Northwest notifies employees and the public about the availability of accommodation for job applicants who have disabilities. Applicants are informed that these accommodations are available, upon request, for the interview process and for other candidate selection methods. Where an accommodation is requested, Northwest consults with the applicant and provide or arrange for suitable accommodation.

Successful applicants are made aware of Northwest policies and supports for accommodating people with disabilities as soon as practicable after they begin their employment.

Northwest informs employees of changes to existing policies regarding the provision of job accommodations that consider an employee’s accessibility needs due to disability.

Accessible Formats and Communication Supports for Employees

Northwest consults with employees when arranging for the provision of suitable accommodation in a manner that considers their accessibility needs due to disability. Where an employee makes a request for accessible communication, Northwest will consult with the employee to determine the appropriate accessible format or communication supports that the employee needs.

Workplace Emergency Response Information

Where required, Northwest will create individual workplace emergency response information for employees with disabilities. This information will take into account the unique challenges created by the individual's disability and the physical nature of the workplace and will be created in consultation with the employee. 

This information will be reviewed when:

  • The employee moves to a different physical location in the organization;
  • The employee's overall accommodation needs, or plans are reviewed; and/or
  • Northwest reviews its general emergency response policies.

Documented Individual Accommodation Plans

Northwest has written processes for documenting individual accommodation plans for employees with disabilities.

Performance Management and Career Development and Advancement

Northwest considers the accessibility needs of employees with disabilities when implementing performance management processes, or when offering career development or advancement opportunities.

Return to Work

Northwest has developed and implemented return to work processes for employees who are absent from work due to a disability and require disability-related accommodation(s) to return to work.

The return-to-work process outlines the steps Northwest will take to facilitate an employee's return to work from a disability-related absence and uses documented individual accommodation plans. 


The accessibility needs of employees with disabilities are considered in the event of the redeployment of an employee.

Design of Public Spaces

Northwest will comply with accessibility laws when constructing new public spaces or making changes to its existing public spaces. Public spaces at our facilities include:

  • Outdoor public eating areas
  • Accessible off-street parking;
  • Exterior paths of travel, including sidewalks, stairs, ramps, curbs and rest areas; and
  • Interior service areas, including service counters, waiting areas and fixed queuing guides

Northwest has procedures in place to prevent service disruptions to the accessible parts of our public spaces.

Review of Modifications to this Policy

Northwest is committed to promoting the dignity and independence of individuals with disabilities.  No revisions will be made to this policy without considering the impact such changes may have on individuals with disabilities.

Northwest will review this policy as often as is required to comply with the AODA and to meet its commitments set out in this policy.

Administration of this Policy

If you have any questions or concerns about this policy or its related procedures, please contact:

Human Resources Manager
416-366-2000 Ext. 2303
180 Dundas Street West, Suite 1100, Toronto, ON M5G 1Z8

Multi-Year Accessibility Plan

Statement of Commitment

Northwest Healthcare Properties (“Northwest”) is committed to providing excellent service and accessibility to all our employees and clients including tenants, prospective tenants, members of the public and third parties. As part of that commitment to service Northwest will endeavor to ensure that the dignity and independence of people with disabilities is maintained, and that such individuals have equal access to the services that Northwest provides.

Accessibility Plan

This multi-year accessibility plan (the “Accessibility Plan”) outlines Northwest’s past achievements and future initiatives with respect to accessibility. The Accessibility Plan and future updates to it will be available on our external website and intranet.

Northwest will review and update the Accessibility Plan at least once every five years.

Past Achievements & Future Initiatives

Past Achievements & Future Initiatives Accessibility Initiative Status Estimated Completion Date if not Complete 
Implement and maintain accessibility policies and make them publicly available Complete N/A 
Implement and maintain a multi-year Accessibility Plan and make it publicly available Complete N/A 
Consider accessibility for persons with disabilities when designing, procuring or acquiring self-service kiosks Complete N/A 
Implement accessibility training for employees, volunteers and all other persons who provide goods and services on behalf of Northwest Complete N/A 
Upon request, ensure that accessible formats and communications supports are provided for persons with disabilities, including with respect to feedback processes, and emergency procedures, plans or public safety information. Complete N/A 
File an Accessibility Report Complete N/A 
Ensure that all internet websites conform with WCAG 2.0 Level AA Complete N/A 
Notify Employees and Public that accommodations are available for persons with disabilities in the context of a recruitment process Complete N/A 
Notify successful job applicants of accessibility policies when making offers of employment, including any policies for provision of job accommodations that take into account an employee’s accessibility needs Complete N/A