AODA Policy

RE/MAX Twin City Realty Inc. strives to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 and Ontario Regulation 191/11 under the Accessibility for Ontarians with Disabilities Act, 2005.

We are committed to providing goods and services in a way that respects the dignity and independence of people with disabilities. We are committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

All employment services provided by RE/MAX Twin City Realty Inc. shall follow the principles of dignity, independence, integration and equal opportunity.

Providing goods and service to people with disabilities

We are committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

Communication:

• We will communicate with people with disabilities in ways that take into account their disability.
• We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

Telephone services:

• We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
• We will offer to communicate with customers by Email or mail if telephone communication is not suitable to their communication needs or is not available.

Assistive devices:

• We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our employees are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our goods or services.

Billing:

• We are committed to providing accessible invoices if applicable to all of our customers. For this reason, invoices will be provided in the following formats upon request: large print, Email, or mail.
• We will answer any questions customers may have about the content of the invoice in person, by telephone or Email.

Use of service animals and support persons:

• We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all employees dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
• We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter our premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Notice of temporary disruption:

• We will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
• The notice will be placed at all public entrances and service counters on our premises.

Employment

RE/MAX Twin City Realty Inc. is committed to excellence in employing people with disabilities and we will carry out our functions and responsibilities in the following areas:

• Hiring Standards – We will advertise all jobs in ways that allow persons of all abilities to identify opportunities and apply regardless of their abilities. We will notify all job applicants verbally or in writing of the availability of accommodations for applicants with a disability that may or may not be visible. We will inform applicants that accommodation is available upon request for interviews, testing, and other selection methods. All successful applicants will be made aware of the policies and support for accommodating employees with disabilities.
• Accessible Formats and Communication Supports - Upon request we will provide accessible formats and communication support for information needed for an employee to do their job and information that is generally available to all employees. We will train staff to communicate with potential employees over the telephone in clear and plain language and to speak clearly and slowly.
• Documented Individual Accommodation Plans - We are committed to working with any employees who identify as having a disability. As such we will work with employees to develop and implement a process for documenting individual accommodation plans for employees with disabilities. We will work with the employee in the development of a plan that meets their individual needs. We will also work with the employee to determine when the plan should be reviewed or updated. We will also ensure that steps are taken to protect the privacy of the employee’s personal information and that all means of accommodation are based on the employee’s accessibility needs.
• Plans and Processes - We will tailor workplace response plans to accommodate people with disabilities. We will also provide this information to employees with disabilities upon request. All steps will be taken to ensure the privacy of the individual’s personal information.

Training for staff

RE/MAX Twin City Realty Inc. will provide training on providing services in an equitable manner to all employees who deal with the public. Additional training for effective recruitment procedures will be provided to Managers and others who are involved in recruiting, hiring, training and promoting, as well as developing and approving policies, practices and procedures.

We will provide training to all employees who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures.

Feedback process

The ultimate goal of RE/MAX Twin City Realty Inc. is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way we provides goods and services to people with disabilities can be made by through H2R Business Solutions Inc. at admin@yourh2r.com, 519-954-7222 or 375 Unit 205B University Avenue E. Waterloo, ON N2K 3M7.

All feedback will be directed to Management. Customers can expect to hear back within seventy-two (72) hours after receipt (excluding evenings, weekends and holidays).

Questions about this Policy

This Policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the Policy, or if the purpose of a Policy is not understood, an explanation should be provided by, or referred to Management.

Multi-Year Accessibility Plan

RE/MAX Twin City Realty Inc. strives to meet the needs of its employees and customers with disabilities and is working hard to remove and prevent barriers to accessibility. RE/MAX Twin City Realty Inc. is committed to fulfilling our requirements under the Accessibility for Ontarians with Disabilities Act. This accessibility plan outlines the steps we are taking to meet those requirements and to improve opportunities for people with disabilities.

This plan is for the period of 2023-2027. It will be reviewed and updated at least once every five years.

Information and Communications

RE/MAX Twin City Realty Inc. is committed to making our information and communications accessible to people with disabilities. This includes our feedback process, accessible formats and communication supports, and accessible websites and web content.

Initiative	Time Frame
Review established regulations, plans, policies, procedures, and practices relating to the provision of accessible information and communication to people with disabilities according to the requirements set out in the Accessibility for Ontarians with Disabilities Act.	Yearly Review
The feedback process includes various ways to provide the information, including mail, phone, or email.	Yearly Review
Ensure that alternate format of documents are developed and take into account person’s disability as required.	As Required
Ensure that all web content conforms to WCAG 2.0.	Third Party Management

Comments: No additional actionable items to be added at this time.

Employment

RE/MAX Twin City Realty Inc. is committed to fair and accessible employment practices. This includes our recruitment, assessment, and selection process; informing employees of supports; accessible formats and communication supports for employees; workplace emergency response information; documented individual accommodation plans; a return to work process; performance management, career development and advancement; and redeployment.

Initiative	Time Frame
Review established regulations, plans, policies, procedures, and practices relating to employment services to people with disabilities according to the requirements set out in the Accessibility for Ontarians with Disabilities Act.	Yearly Review
Notify employees and the public about the availability of accommodation for applicants with disabilities during the recruitment processes.	Ongoing
If a selected applicant (internal or external) requests an accommodation, consult with the applicant and provide or arrange for the provision of a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.	Ongoing
Develop individualized accommodation plans including emergency response plans and return to work programs as needed. Update as required.	Ongoing

Comments: No additional actionable items to be added at this time.

Design of Public Spaces

RE/MAX Twin City Realty Inc. will meet accessibility laws when building or making major changes to public spaces. This includes making exterior paths of travel accessible; making parking accessible; making service counters, fixed queuing guides, and waiting areas accessible; and maintaining the accessible parts of our public spaces including procedures for preventative and emergency maintenance of these spaces and procedures for dealing with temporary disruptions.

Initiative	Time Frame
Review established regulations, plans, policies, procedures, and practices relating to facility accessibility for people with disabilities according to the requirements set out in the Accessibility for Ontarians with Disabilities Act.	Reviewed As Required During Renovation or Building Projects

Comments: No additional actionable items to be added at this time.

Customer Service

RE/MAX Twin City Realty Inc. is committed to providing accessible customer service to people with disabilities. This means that we will provide goods, services, and facilities to people with disabilities with the same high quality and timelines as others. Topics included in this category include policies, service animals, support persons, self-service kiosks including point-of-sale devices, providing notice of temporary disruptions, providing accessible customer service training to all employees on an ongoing basis and keeping records of training, and establishing a feedback process.

Initiative	Time Frame
Review established regulations, plans, policies, procedures, and practices relating to provision of goods and services to people with disabilities according to the requirements set out in the Accessibility for Ontarians with Disabilities Act.	Yearly Review
Ensure that everyone who acts on behalf of RE/MAX Twin City Realty Inc. and those who communicate and interact with people with disabilities have completed AODA Training. Records of training will be maintained.	Training Upon Hire or Upon Change to Policies/Plans
Accessibility feedback mechanisms continue to remain in place. H2R Business Solutions Inc. is responsible for receiving the feedback then directing the issue to the appropriate department for action and follow-up. In addition, such feedback is brought to Human Resources attention for both monitoring purposes and consideration for future planning.	Yearly Review
Ensure that information regarding receiving and responding to feedback is publicly available on the RE/MAX Twin City Realty Inc. website (Accessibility Statement).	Yearly Review
Provide public notice of disruption in facilities or services by posting on premises or on media outlets. Include in notice reason for disruption, anticipated duration, and description of alternatives if available.	Yearly Review

Comments: No additional actionable items to be added at this time.

Reviewed By:

Human Resources – Michelle Strassburger, May 2024

Operations Manager – Amber George, May 2024