Accommodation Policy

Policy Statement:

Domus has created and maintains a barrier-free work environment to ensure the full participation of all persons.  To this end, Domus has modified existing policies or practices.  Domus will re-assign employees unable to perform the duties of their job to alternate work assignments where it is possible and reasonable to do so without causing undue hardship. This Policy provides guidance for the provision of these accommodations for all current and potential employees (herein referred to as employee).



An accommodation is a measure taken to alter or eliminate a policy, practice or physical feature of the worksite which has or may have an adverse impact and constitute a barrier to the full participation of employees from the designated groups identified in the federal Employment Equity Act – women, Aboriginal peoples, persons with disabilities and visible minorities.  This includes all grounds covered by the Canadian Human Rights Act and is not limited to the accommodation of people with disabilities (illiteracy, mental disability, etc.).

Accommodation means an adjustment to general policies and facilities for an individual with particular needs.  It is provided when the policies or facilities in question are, broadly speaking, justifiable, but have an adverse impact on the members of some groups.  For something to be justifiable, it must be clearly linked to the nature of the work performed or service provided by the organization.


Examples of Accommodations:

The types of accommodation during the selection process may include, but are not limited to ensuring:

  • that the interview site is fully accessible
  • help is available to complete the application process
  • flexible work arrangements, such as allowing time for religious observance where it is possible and reasonable to do so without undue hardship
  • reader services for illiterate employees
  • that training programs are adapted to the needs of employees with disabilities, including those with learning disabilities where it is possible and reasonable to do so without undue hardship.



Overall responsibility for implementing this policy rests with Domus.  Our firm will advise employees about their right to accommodation and assist them in identifying the most suitable accommodation.

There is, however, a shared responsibility for ensuring that accommodation needs are identified.  The employee has a responsibility for requesting accommodation including identifying, where possible, the types of accommodation she or he considers appropriate.



The responsibility for initiating the accommodation request rests with the employee who requires the accommodation.


Employee Requiring Accommodation:

The employee requiring accommodation will:

  • make the request to her/his immediate supervisor
  • if the employee does not feel comfortable disclosing personal information to their direct supervisor, then they will notify the Human Resource department directly of the request
  • identify the type of accommodation required, if possible
  • participate and cooperate to facilitate the accommodation
  • provide the necessary documentation from an authorized professional recommending accommodation

An employee requesting accommodation is expected to be reasonable in responding to proposals put forward by Domus.


Processing Requests:

On receiving a request for accommodation, the supervisor will:

  • identify accommodation options appropriate to that employee
  • work in close cooperation with the employee, the Director of Operations and the Human Resources department
  • participate and cooperate to facilitate the accommodation


On receiving a request for accommodation, the Human Resources department will:

  • work with the employee in a speedy manner to find the most appropriate accommodation
  • ensure that the employee can participate in the selection process as fully as possible
  • seek the advice of a specialist, with the employee’s consent, where the request involves issues outside the expertise of Domus
  • confer with the President if an accommodation request requires a commitment of resources which the Director of Operations believes is beyond the budget for accommodation or raises the likelihood of undue hardship

The Supervisor, Director of Operations or Human Resources Department may request relevant documentation from the employee to support the need for accommodation.



Domus will ensure:

  • that all employees have access to this Policy
  • educate and communicate with all personnel about this Policy
  • educate supervisors about their role in accommodation and ensure they abide by this Policy
  • make available the resources necessary for implementing this Policy
  • participate and cooperate with all parties to facilitate the accommodation while respecting the dignity of the individual
  • provide accommodation to the point of undue hardship
  • respect individuals’ rights to privacy and confidentiality


Undue Hardship:

Accommodation will generally be provided up to the point of undue hardship, which is determined on a case-by-case basis.  Factors that constitute or may contribute to undue hardship include: insupportable costs, substantial disruptions of operations, and health and safety considerations.  If any of these factors create a burden which cannot be reasonably borne by Domus, the obligation to accommodate is suspended.



Should an accommodation request be denied or an alternative offered, the employee requesting the accommodation will be informed of:

  • the reasons for the decision
  • the right to request a review of the decision

The employee may submit a written request for reconsideration to the Human Resources Department.


Monitoring and Review:

The Human Resources department will monitor all requests for accommodation to ensure the policy has been implemented correctly and is being maintained.

Domus will review this policy on a regular basis and will make revisions as necessary. 



All documents relating to specific requests for accommodation will be kept confidential and will only be disclosed with the express consent of the employee.  No documentation with regards to accommodation will be kept in the personnel file of the employee.


Emergency Response Information:

Domus will prepare individualized workplace emergency response information for employees with disabilities. Each plan will be tailored to the needs of the specific disability and person. In order to ensure that all employees are prepared for emergency response, Domus will take the following steps:

  1. Review emergency information
  2. Determine who needs help
  3. Prepare and provide emergency information to those that need help
  4. Follow up to ensure that emergency information is still relevant to the employee’s location and accommodation needs

AODA Multi-Year Accessibility Plan

Statement of Commitment:

Domus is committed to treating all people in ways that allow them to maintain their dignity and independence. We believe in integration and equal opportunities. We are committed to meeting the needs of people with disabilities as quickly as possible by meeting the accessibility requirements of the Accessibility for Ontarians with Disabilities Act and removing barriers to accessibility.


Definition of Terms

“Assistive Device” means any device that is designed, made, or adapted to assist a person perform a particular task, including physical or technical aids, such as communication devices, canes, crutches, hearing aids and wheel chairs.

 “Barrier” means anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability. This includes a physical barrier, an architectural barrier, an information or communications barrier, an attitudinal barrier, a technological barrier, a policy or a practice.

 “Disability” means any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness, 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 plans established under the Workplace Safety and Insurance Act, 1997.

 “Service Animal” means an animal that has been trained to perform tasks that assist people with disabilities and includes any animal (a) if it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or (b) if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

 “Support Person” means in relation to a person with a disability, another person who accompanies a person with a disability to assist with communication, mobility, personal care or medical needs or with access to goods or services.


Assistive devices:

Clients with a disability are permitted, where possible, to use their own assistive device when on our premises for the purposes of obtaining, using or benefiting from our goods and services. If there is a physical, technological or other type of barrier that prevents the use of an assistive device on our premises we will first endeavor to remove that barrier. If we are not able to remove the barrier, we will ask the client how he/she can be accommodated and what alternative methods of service would be more accessible to him/her. We will make best efforts to provide an alternative means of assistance to the client with a disability.

We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.



We will communicate with people with disabilities in ways that take into account both the disability and the client’s preferred method of communication. Domus can communicate with clients in writing, via telephone, e-mail or meetings.


Service animals:

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

It is the responsibility of the client using the service animal to ensure that the service animal is kept in control at all times. Domus’ staff will receive training on how to interact with clients with a disability accompanied by a service animal


Support workers:

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

Domus may require a client with a disability to be accompanied by a support person where it is necessary to protect the health or safety of the client with a disability or the health or safety of others on the premises. Domus’ staff will receive training on how to interact with clients with a disability who are accompanied by a support person.


Notice of temporary disruption:

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Domus will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

The notice will be placed at the Domus office reception.



Domus will provide training to employees who interact with the public and its administration that develops our policies, plans, practices and procedures related to the provision of goods and services.

The training will focus on:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the requirements of the customer service standard.
  • Access to our customer service plan as required by AODA.
  • how to interact and communicate with people of all kinds of disabilities
  • how to interact with people with disabilities who use an assistive device or who need a service animal or support person;
  • what to do if someone with a particular type of disability has difficulty accessing Domus property or services Building Cleaning Company Limited

Feedback process:

Customers who wish to provide feedback on the way Domus provides goods and services to people with disabilities can do so in one of the following ways:

We will respond to all feedback, including complaints, as soon as practicable and will acknowledge receipt of the feedback within 10 business days of the receipt. A reply will be provided in the format requested by the client, by e-mail, phone or in writing.


Notice of Availability:

Domus’ AODA Customer Service Standard Policy and procedures will be made available to the public and clients upon request.

Notification of the availability of documents will be posted on the Domus website. Domus will provide documents or the information contained in documents, required to be provided under the Standard to a client with a disability in a format that takes into account the client’s disability.


Modifications to this or other policies:

Any policy of Domus Building Cleaning Company Limited that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.


Review and updates of Accessibility Plan:

As per Ontario government guidelines, Domus will review and update its Accessibility Plan at least once every five years. The updated plan will be posted to Domus’ website.