Accessibility Policy



For the purpose of this policy, “Disability” is defined as per the Ontario Human Rights Commission as: 

  • Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impairment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
  • 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 plan established under the Workplace Safety and Insurance Act, 1997.


Statement of Organizational Commitment

Lumerate is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.

Lumerate is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination. Lumerate 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.

Lumerate is committed to excellence in serving and providing services to all customers including people with disabilities. 


Providing Services for People with Disabilities

Assistive Devices

People with disabilities may use their personal assistive devices when accessing our services or 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 services or facilities.


We communicate with people with disabilities in ways that take into account their disability. We will work with the person with disabilities to determine what method of communication works for them.

We offer to communicate with Customers, Employees and Candidates alike by email, telephone or in person. Tailored accommodations will be made if none of these methods are compatible for a given individual. 

Service Animals and Support Persons

We welcome people with disabilities and their service animals and/or support person. Service animals are allowed on our premises. Employees will receive training on engaging with individuals with disabilities who are accompanied by service animals or support person. At no point will there be a requirement to separate a person with a disability from their service animal or support person.


We are committed to training all staff in accessible customer service, other Ontario’s accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities.

Training includes:

  • purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standards
  • 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

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Lumerate will notify customers promptly. This 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.

Feedback Process

Lumerate welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns. Feedback may be provided in person, by telephone, in writing or by email to

The Talent and Culture team in conjunction with the Operations team will review all feedback received on Lumerate’s accessibility practices and policies. Corrective action will be undertaken with stakeholders involved where deemed necessary. Once feedback has been reviewed, a member of the Talent & Culture team  will provide a written response to the individual who provided the feedback along with any other means of communication as determined by the individual . Response time will be dependent on the complexity of the issue brought forward.


Availability of Documents

Lumerate will provide a copy of this policy to any individual who puts forward a request. Once a request is received, the document, or contents of it, will be provided to the requestor taking into consideration the person’s preferred method of communication. 


Changes to Policies

Any Lumerate policy that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed upon investigation.