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Accessible Customer Service Standard

The Haliburton County Public Library is committed to the independence and integration of persons with disabilities and all who live, learn, work, play, and invest in our community.

  1. The library will make every reasonable effort to ensure that services and programs are accessible by the following actions:
    • Encouraging the use of personal assistive devices to access our services and programs
    • Encouraging the inclusion and access of support persons accompanying people with disabilities
    • Accommodating support persons assisting users
    • Permitting service animals to assist patrons and provide alternative accommodation when an animal is disallowed under the law
  2. The library will make every effort to communicate with users in a manner that enables the use of services and programs by providing the following:
    • Reasonable notification of all interruptions that especially relate to the provision of services and programs for people with disabilities
    • The County of Haliburton Accessible Customer Service Policy and, upon request, making it available in alternative formats
    • A feedback, response, and tasking process that enables increased integration of users and accessibility to goods and services
    • Information on the provision of customer service for people with disabilities and accessible services and programs
  3. The library provides training on how to provide customer service to people with disabilities to the following people:
    • Those who participate in developing policies and procedures on the provision of service to the public
    • Every person who interacts with the public on behalf of the library

Meeting the Requirements of the AODA Regulations

The Accessibility for Ontarians with Disabilities Act (AODA) 2005 imposes a legal duty on organizations to achieve accessibility. The Act lays the framework for the development of province-wide regulations on accessibility, which, at present, are the Ontario Regulation 429/07 Accessibility Standards for Customer Service and Ontario Regulation 191/11 Integrated Accessibility Standards Regulation. The Haliburton County Library Board meets the obligations set out in the Act and the accompanying regulations in partnership with the County of Haliburton and the municipalities.

Statement of Organizational Commitment to Meet Accessibility Needs of Persons with Disabilities

The Haliburton County Library Board establishes practices and procedures that respect the dignity and independence of persons with disabilities. People with disabilities will be afforded equal opportunities to access library service.


  1. For the purpose of AODA, the library provides services on behalf of the County of Haliburton and is therefore considered, along with the county, to be a “large designated public sector organization with 50 or more employees” as defined within the Integrated Accessibility Standards Regulation (IASR). The library complies with the obligations for this sector as set out in the AODA regulations.
  2. The Board ensures that the library complies with the spirit, principles and intent of AODA and designates the Chief Executive Officer (CEO) as the individual accountable for the organization’s compliance with legislation.
  3. The CEO will ensure that policies and procedures comply with the AODA and any regulations made under the AODA.

The Accessibility Plan

The County of Haliburton, through the Joint Accessibility Plan, establishes, implements, maintains, and documents a multi-year accessibility plan which includes updating the library’s facilities to prevent and remove barriers.

Policies and Procedures

The library’s policies will incorporate practices which support accessibility. In accordance with the Integrated Accessibility Standard Ontario Regulation 191/11 of the AODA, accessibility will be addressed in five main areas:

  • The purchasing policy will include accessibility criteria for procuring or acquiring goods, services, or facilities
  • The internet services policies will include accessibility provisions with respect to the library’s website
  • The human resource policies will address training on AODA regulations and the Ontario Human Rights Code, accommodation for applicants, support for employees, accommodation plans, and career development and advancement.
  • The collection development policy will address the availability of materials in accessible formats
  • In accordance with the Accessibility Standards for Customer Service Ontario Regulation 429/07 of AODA, the library maintains a policy on accessible customer service.


  1. The library shall make its communications available, upon request, in accessible formats for persons with disabilities and make the public aware of the availability of communication support. In this context, the types of communications include the following:
    • Policies
    • Accessibility plans
    • Emergency procedures, and plan and public safety information prepared for the public
    • Forms, surveys, and other tools used to gather feedback
    • Information on collections and materials in accessible formats
    • Employment standards
  2. Accessible formats of the library’s communications shall be made available in the following ways:
    • In a timely manner
    • At a cost that is no more than the regular cost charged to others for the communications
    • In consultation with the person making the request