Accessibility Policy Statement

Alectra Utilities (formerly PowerStream) is committed to providing quality service that is accessible to all members of the public we serve. It is our goal to ensure that all members of the public receive the same amount and quality of service, regardless of any barriers there may be.

Download our Accessibility Policy Statement (36KB PDF)

Our Accessibility Policy applies to all persons who deal with members of the public or other third parties on behalf of Alectra Utilities, whether the person does so as an employee or contractor, student on placement, or otherwise, in accordance with our obligation to meet the spirit and terms of the Accessibility for Ontarians with Disabilities Act, 2005.

Definitions

A disability is any degree of physical disability (i.e. blindness, visual impediment, deafness, hearing impediment, muteness or speech impediment), a condition of mental impairment or a developmental disability, a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language, a mental disorder, or an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

An assistive device is used to assist persons with disabilities in carrying out activities or in accessing the services of persons or organizations covered by the Accessibility Standards for Customer Service (Ontario Regulation 429/07).

A service animal is any animal used by a person with a disability for reasons relating to the disability where it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or where the person provides a letter from a physician or nurse confirming that he or she requires the animal for reasons relating to his or her disability; or a valid identification card signed by the Attorney General of Canada or a certificate of training from a recognized guide dog or service animal training school.

A support person who accompanies a person with a disability in order to assist him or her with communication, mobility, personal care, or medical needs or with access to goods or services.

Procedure

Alectra Utilities will ensure the following guidelines are followed:

  1. The Provision of Services to Persons with Disabilities

    Alectra Utilities will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the following principles:

    • Our services are provided in a manner that respects the dignity and independence of persons with disabilities;
    • The provision of our services to persons with disabilities are integrated with those provided to persons who do not have disabilities unless an alternative measure is necessary to enable a person with a disability to obtain, use or benefit from our services and,
    • Persons with disabilities are given an opportunity equal to that of persons without disabilities to obtain, use or benefit from our services.
     
  2. Communication with Persons with Disabilities

    When communicating with a person with a disability, Alectra Utilities employees will do so in a manner that takes into account the person’s disability.

  3. Notice of Temporary Disruptions in Services and Facilities

    Alectra Utilities is aware that the operation of its services and facilities is important to the public. However, temporary disruptions in customer service and facilities (North and South offices) may occur due to reasons that may or may not be within our control or knowledge. We will make reasonable effort to provide notice of the disruption to the public, including information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if any, that may be available. We will make reasonable effort to provide prior notice of planned disruption if possible, recognizing that in some circumstances such as in the situation of unplanned temporary disruption, advance notice will not be possible. In such cases, we will provide notice as soon as possible.

    When temporary disruptions occur to our customer services or facilities, we will aim to provide notice by posting the information in visible places, in addition to our website or by any other method that may be reasonable under the circumstances as soon as reasonably possible.

    Note: “Disruption in service” refers to customer service only. For example, maintenance on one of our wheelchair ramps would prevent a customer in a wheelchair from accessing the front desk. In such cases, notice may be given by posting the information at a conspicuous place on the premise, or posting it on our website, or by such other method as reasonable in the circumstances with prior notice if possible.

  4. Assistive Devices and other Measures that Assist with Accessibility

    A person with a disability may provide their own assistive device for the purpose of obtaining, using and benefiting from our services. Exceptions may occur in situations where Alectra Utilities has determined that the assistive device may pose a risk to the health and safety of a person with a disability or the health and safety of others on the premises. In these situations and others, we may offer a person with a disability other reasonable measures to assist him or her in obtaining, using and benefiting from our services, where Alectra Utilities has such other measures available. It should be noted that it is the responsibility of the person with a disability to ensure that his or her assistive device is operated in a safe and controlled manner at all times.

  5. Service Animals

    Persons with a disability may enter a building occupied by Alectra Utilities and be accompanied by a service animal and keep the animal with them if the public has access to such premises and the animal is not otherwise excluded by law. If a service animal is excluded by law, we will ensure that alternate means are available to enable the person with a disability to obtain, use or benefit from our services. If it is not readily apparent that the animal is a service animal, we may ask the person with a disability for a letter from a physician or nurse confirming that the person requires the animal for reasons relating to his or her disability. We may also, or instead, ask for a valid identification card signed by the Attorney General of Canada or a certificate of training from a recognized guide dog or service animal training school. It should be noted that it is the responsibility of the person with a disability to ensure that his or her service animal is kept in control at all times.

  6. Support Persons

    A person with a disability may enter premises owned and operated, or operated, by Alectra Utilities with a support person and have access to the support person while on the premises. We may require a person with a disability to be accompanied by a support person while on our premises in situations where it is necessary to protect the health or safety of the person with a disability or the health and safety of others on the premises.

  7. Feedback

    Alectra Utilities is committed to providing high quality services to all members of the public it serves. Feedback from the public is welcomed as it may identify areas that require change and encourage continuous service improvements. Feedback from a member of the public about the delivery of goods and services to persons with disabilities may be given by telephone, in person, in writing, in electronic format or through other methods. Information about the feedback process will be readily available to the public and notice of the process will be posted on our website and/or in other customer facing locations.

  8. Training

    We will ensure that all persons to whom this policy applies receive training as required by the Accessibility Standards for Customer Service. The amount and format of training given will be tailored to suit each person’s interactions with the public and his or her involvement.

  9. Availability and Format of Required Documents

    All documents required by the Accessibility Standards for Customer Service , including our Accessibility for Members of the Public with Disability Policy, related procedures and practices, notices of temporary disruptions, training records, and written feedback process are available upon request. When providing a document to a person with a disability, we will provide the document, or the information contained in the document, in a format that takes the person’s disability into account.

  10. Notice of the Availability of Documents

    Notice of the availability of all documents required by the Accessibility Standards for Customer Service will be posted on the our website, and/or in other customer facing locations.


For further information contact our accessibility officer:
161 Cityview Blvd, Vaughan, ON, L4H 0A9 or by email at accessibility@PowerStream.ca