The Champlain LHIN’s health system planning and funding functions are now part of Ontario Health, a government agency responsible for ensuring Ontarians continue to receive high-quality health care services where and when they need them.

Accessibility for Ontarians with Disabilities 

Customer Service Policy


The provincial Accessibility for Ontarians with Disabilities Act, 2005 (AODA) develops, implements and enforces accessibility standards to achieve accessibility for persons with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises.AODA

Under AODA, Ontario Regulation 429/07, entitled "Accessibility Standards for Customer Service", establishes accessibility standards specific to customer service and the provision of goods and services to the public.

LHINs are required to meet the requirements of accessibility standards established by the AODA.

This policy applies to all Champlain LHIN staff, volunteers and similar parties who deal with the public.

Click here to learn about our Multi-Year Accessibility Plan.

Our Policy

The Champlain LHIN strives to provide materials and services in a way that respects the dignity and independence of people with disabilities.

All reasonable efforts are used to ensure Champlain LHIN policies, practices and procedures are consistent with the spirit and requirements of the Accessibility Standards for Customer Service (Ontario Regulation 429/07).

Click here to see the Champlain LHIN AODA Policy

Communication with Persons with Disabilities

When communicating with a person with a disability, Champlain LHIN staff and representatives will do so in a manner that takes into account the person's disability. 

Assistive Devices

To facilitate interaction with the Champlain LHIN, a person with a disability may provide their own assistive device for the purposes of gathering, using. and benefiting from any of Champlain LHIN materials and services that are made available to the public.

Service Animals

The Champlain LHIN welcomes people with disabilities who are accompanied by a service animal in areas of our premises that are open to the public.

If by law, a service animal is excluded from the premises in which the Champlain LHIN is operating, the LHIN will ensure that alternate means are available to enable the person with a disability to access Champlain LHIN materials and services.

Support Persons

The Champlain LHIN welcomes people with disabilities who are accompanied by a 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.

If a fee is charged for a support person's attendance at a Champlain LHIN-sponsored event, the LHIN will provide advanced notice of the fee.

Notice of Temporary Disruption

If there is a planned or unexpected disruption in our facilities or services, the Champlain LHIN will make reasonable efforts to provide notice where we have control over such facilities or services.

This notice will include information about the reasons for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

The Champlain LHIN will provide notice by posting information in visible places on our premises and on our website, or by any other method that may be reasonable under the circumstances.


The Champlain LHIN will provide training to all board members, employees, volunteers and others who deal with the public on our behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures.

Training will be provided as soon as practicable after an individual assumes responsibilities related to the public and will include the following:

  • The purposes of the AODA and the requirements of the Accessibility Standards for Customer Service
  • Information regarding the LHIN policies, practices and procedures relating to the customer service standards
  • How to interact and communicate with people with various types of disabilities
  • What to do if a person with a particular type of disability is having difficulty accessing your goods or services
  • How to interact with people with disabilities who use an assistive device, service animal or support person
  • How to use the equipment or assistive devices that may be available at the LHINs.

The amount and format of training will be tailored to suit each person’s interactions with the public or his/her involvement in the development of policies, procures and practices pertaining to the provision of goods and services.

Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Feedback Process

Feedback is welcomed as it encourages continuous service improvements. Feedback from a member of the public about the delivery of services to persons with disabilities may be given by telephone, in writing, or email.

Feedback provided via email ( will be received by Human Resources and addressed with the appropriate individual, team or department.

Availability of Documents Required by the Accessibility Standards for Customer Service (Ontario Regulation 429/07)

Documents required by the Accessibility Standards for Customer Service are available upon request.

When providing a document to a person with a disability, the Champlain LHIN will work with the individual to identify options for provision of the document or the information contained in the document.

The Champlain LHIN will seek to provide a format that takes the person's disability into account.