Effective Date: April 6, 2026
1. OUR COMMITMENT
Delvern Service Group Inc. is committed to providing a barrier-free environment for our clients, employees, and the trade professionals within our network.
We believe in integration and equal opportunity and are committed to meeting the needs of people with disabilities in a timely manner.
We will do so by preventing and removing barriers to accessibility and meeting requirements under the Accessibility for Ontarians with Disabilities Act (AODA).
2. DIGITAL ACCESS & ASSISTIVE TECHNOLOGY
We ensure that our staff and the Service Professionals in our network are trained and familiar with various assistive devices that may be used by clients with disabilities.
WCAG Compliance:
Our digital coordination platform is engineered to meet WCAG 2.1 Level AA standards, ensuring compatibility with screen readers and keyboard-only navigation.
Voice AI Intake:
Our automated systems are designed for clarity. If a client is unable to use our voice interface, we provide alternative digital booking via our web portal.
Accessible Formats:
Upon request, we will provide company documentation (such as our Terms of Use or Refund Policy) in accessible formats or with communication supports.
3. COMMUNICATION STANDARDS
We will communicate with people with disabilities in ways that take into account their disability.
Alternative Support:
If you require specialized communication support for your dispatch (such as TTY or written-only instructions), please indicate this during the intake process.
Service Integrity:
We understand that effective communication is essential for home safety. Our coordination team is available to assist in bridging communication between the resident and the dispatched professional.
4. ON-SITE SERVICE & PHYSICAL ACCESS
As a managed service coordinator, Delvern requires our network of Service Professionals to respect the specific accessibility needs of your property.
Service Animals:
We welcome people with disabilities and their service animals. Service animals are respected by our Service Professionals during on-site property visits.
Support Persons:
Any person with a disability who is accompanied by a support person will be allowed to have that person accompany them at all times.
Physical Boundaries:
While Delvern does not own or operate the physical job sites, we instruct our partners to accommodate reasonable requests to ensure the service visit is accessible to the resident.
5. NOTICE OF TEMPORARY DISRUPTION
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities (such as a failure of our web-booking platform), Delvern will notify customers promptly.
This notice will include the reason for the disruption, its anticipated length, and a description of alternative services, if available.
6. TRAINING
Delvern provides training to all employees and administrative staff who deal with the public. Training includes:
• An overview of the Accessibility for Ontarians with Disabilities Act, 2005
• Instructions on how to interact and communicate with people with various types of disabilities
• How to interact with people who use assistive devices, service animals, or support persons
7. FEEDBACK PROCESS
Delvern welcomes feedback on how we provide accessible customer service to help us identify barriers.
Email: info@delvern.ca
Web: Through our Service Review portal
Response Time:
All feedback is directed to our Director of Coordination. Customers can expect a response within five (5) business days.
8. MODIFICATIONS TO THIS OR OTHER POLICIES
Any policy of Delvern Service Group Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
