Accessibility Customer Service (Ontario Regulation 429/07)


Avintiv - Fabrene Inc. is committed to eliminating barriers and improving accessiblility for persons with disablilities in a manner that respects dignity, independence, integration and equality of opportunity. Avintiv - Fabrene Inc. permits persons with a disability to use their own assistive devices when accessing goods or services. These assistive devices may include but are not limited to support persons, service animals, communication aids, cognition aids, mobility aids and medical aids.


This policy is intended to meet the requirements of the Accessibility for Ontarians with Disabilities Act, 2005 and all related standards and requlations introduced under this legislation, ensuring that persons with disablilities are provided equal opportunities and standards of service. Reasonable efforts will be made to ensure that:

a. Persons with disabilities are provided equal opportunity to obtain, use and benefit from Avintiv-Fabrene Inc.’s goods and services.

b. Goods and services are provided in a manner that respects the dignity and independence of persons with disabilities.

c. Communications with a person with a disability are conducted in a manner that considers the person’s disability.

d. Persons with disabilities may use assistive devices, service animals and support persons as is necessary to access Avintiv-Fabrene Inc.’s goods and services.


This policy applies to all Avintiv - Fabrene Inc. employees who act on behalf of or represent Avintiv - Fabrene Inc. with members of the public or third parties in Ontario.


4.1 Assistive Devices

The use of assistive devices by persons with disabilities to obtain, use or benefit from Avintiv-Fabrene Inc.’s goods or services will be recognized unless otherwise prohibited due to health and safety or privacy issues. Avintiv-Fabrene Inc. will also ensure that staff is trained and are familiar with various assistive devices that may be used by customers with disabilities.

4.2 Support Persons

Persons with a disability who are accompanied by a support person will be allowed to have that person accompany and have access to them on Avintiv-Fabrene Inc. premises. Due to privacy concerns, support persons may be required to sign confidentiality agreements.

4.3 Service Animals

Avintiv-Fabrene Inc. welcomes and will permit people with disabilities to be accompanied by their service animal in all areas where the public has access to the premises and where the Service Animal is not otherwise excluded by law or for reasons of health and safety.

4.4 Temporary Disruptions

In the event of a planned or unexpected disruption of service and/or access to our facility, every effort shall be made to provide as much notice as possible.

Notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative means of communication, if available.

Notice may be given by posting the information in a prominent location at Avintiv-Fabrene Inc.’s facility or posted on Avintiv-Fabrene Inc.’s website or by such other method as is reasonable under the circumstances. In the event of an unexpected disruption, notice will be provided as soon as possible.

4.5 Communication

Avintiv-Fabrene Inc. will communicate with people with disabilities in ways that take into account their disability.


Avintiv-Fabrene Inc. will provide training to our employees who interact with the public or other third parties on behalf of Avintiv-Fabrene Inc.

Employees in the following positions will be trained:

a. Office positions as identified (Customer Service Representatives, policy makers (HR), Purchasing, etc.); and
b. Other positions within manufacturing as identified (i.e. Shipper/Receiver) who may interact with the public or other third parties

Training will be included as part of the new hire orientation process.

Training will include:

a. An overview of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the requirements of the Customer Service Standard (Regulation 429/07).

b. Avintiv-Fabrene Inc.’s Accessible Customer Service plan (this Policy)

c. How to interact and communicate with persons with various types of disabilities

d. How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or the assistance of a support person

e. How to use equipment or devices provided by Avintiv-Fabrene Inc. (if applicable)

f. What to do if a person with a particular type of disability is having difficulty accessing Avintiv-Fabrene Inc.’s goods or services

Employees will also be trained when changes are made to Avintiv-Fabrene Inc.’s plan.

Training records shall be maintained in accordance with the requirements of the Standard and Avintiv-Fabrene Inc. records retention policy.


Avintiv-Fabrene Inc. welcomes feedback on the way we provide goods and services to persons with disabilities. Avintiv-Fabrene Inc. will maintain a feedback form to enable members of the public or third parties to comment on the provision of goods and services to persons with disabilities.

Feedback may be received in any of the following forms:

a. in person at 240 DuPont Road, North Bay, ON

b. by telephone (705-476-7057 extension 200)

c. in writing; 240 DuPont Road, PO Box 4040, North Bay, ON., P1B 9B4 – attention: Human Resources

d. fax (705-476-7085)

e. by email to

Feedback Process and Follow-Up:

a. All such documents will be logged,

b. All questions and concerns received by Human Resources shall be acknowledged within a maximum of 5 business days from the date of receipt, and

c. Response time to the feedback will depend on the issue, but will not exceed 15 business days unless there are extenuating circumstances involved.


Documents required under this regulation are available upon request. Avintiv-Fabrene Inc. will take into consideration the person’s disability and provide documents in an appropriate format. Avintiv-Fabrene Inc. and the person with a disability will agree on what format will be used.


All Avintiv-Fabrene Inc. policies will be developed to respect and promote the dignity and independence of people with disabilities and those policies already in existence prior to the passing of the AODA will be reviewed and modified as required.