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Accessible Customer Service Policy

Our Mission

Emergency Lighting Services, herein, E.L.S. is committed to meeting its current and ongoing obligations under Ontario Human Rights Code respecting non-discrimination.

Our Commitment

E.L.S. understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.

E.L.S. is committed to complying with both the Ontario Human Rights Code and the AODA.

We are also committed to excellence in serving all customers including people with disabilities.

Providing goods, services and facilities to people with disabilities

Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

Assistive Devices

People with disabilities may use their personal assistive devices when accessing our goods, services and facilities.

In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.


We will communicate with people with disabilities in ways that take into account their disability. 

This may include:

  • Product Catalogues
  • Flyers
  • Verbal Announcements
  • Website (customer inquiry available to public via website by email)
  • Product Displays
  • Email
  • Mail
  • Telephone
  • Billing (will be made available upon request in hard copy, email, large print)

In certain cases, E.L.S. may require a person with a disability to be accompanied by a support person for the health and safety reasons of:

  • The person with a disability
  • Others on the premises

Before making a decision, E.L.S. will:

  • Consult with the person with a disability to understand their needs
  • Consider health or safety reasons based on available evidence
  • Determine if there is no other reasonable way to protect the health or safety of the person or others on the premises

Use of support persons and service animals

We are committed to welcoming people with disabilities who are accompanied by a service animal or support person in the areas of our premises that are open to the public and other third parties. We will also ensure that all staff and others dealing with the public are properly trained on how to interact with people with disabilities who are accompanied by a service animal or support person.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, E.L.S. 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.

Facilities include our satellite office located at:

 515 Milner Avenue, Unit 3, Scarborough ON M1B 2K4

The notice will be made publicly available by posting signage, email, telephone and fax if necessary.


E.L.S. will provide accessible customer service training to:

  • All employees
  • Anyone who provides goods and services on our behalf

Staff will be trained on accessible customer service within (2 weeks of being hired)

Training will include:

  • Purpose of the Accessibility of Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • L.S.’s policies related to the customer service standard
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • What to do if a person with a disability is having difficulty in accessing E.L.S.’s goods, services and facilities.

Staff will also be trained when changes are made to our accessible customer service policies.

Feedback Process

E.L.S. welcomes feedback on how we provide accessible customer service. 

Customer feedback will help us identify barriers and respond to concerns.

Customers will be notified of how to provide feedback in the following ways:

Customers who wish to provide feedback on the way E.L.S. provides goods, services or facilities to people with disabilities can provide feedback in the following ways:

  • Request readily available customer feedback form at our facilities or via email or fax or telephone
  • Form is accessible on our website

All feedback, including complaints, will be handled in the following manner:

  • Immediately directed and addressed to our health and safety committee and management
  • Immediate measures will be taken to modify/correct issue(s)

Customers can expect to hear back within 1-2 business days and be informed of measures taken to resolve the issue(s).

E.L.S. will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

Notice of Availability of Documents

E.L.S. will notify the public that documents related to accessible customer service, are available upon request by posting a notice in the following location(s)/way(s):

  • Signage visibly posted in our front office and/or pick up counter
  • Website

E.L.S. will provide this document in an accessible format or with communication support, on request.  We will consult with the person making the request to determine the suitability of the format or communication support.  We will provide the accessible format in a timely manner and, at no additional cost.

Modifications to this or Other Policies

Any policies or E.L.S. that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed. Questions or concerns regarding this policy should be forwarded to our Human Resources department by email:, fax: 416-749-8042 or mail to: 114 Galaxy Blvd. Toronto, ON M9W 4Y6.

Equal Opportunity Employer

E.L.S. is an equal opportunity employer committed to providing barrier-free employment and accommodations in accordance with the Accessibility for Ontarians with Disabilities Act 2005 and the Ontario Human Rights Code. Any request for accommodation will gladly be accepted as part of E.L.S.'s hiring process in an effort to ensure access to fair and equitable treatment.

Accessibility Standards - Customer Feedback

We value all of our customers and strive to meet everyone's needs. Your comments are important to us. we want to ensure each visit is a pleasant one. Please take a moment to complete our Accessibility Standards customer feedback form.

Customer Feedback Form