Providing services to people with disabilities


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

CAPE 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.

CAPE is committed to complying with both the Ontario Human Rights Code and the AODA.

CAPE is committed to excellence in serving all members including 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 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, we will try to take other measures to ensure the person with a disability can access our services.


On request, we will try to find way to communicate with people with disabilities in ways that take into account their disability.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

A regulated health professional is defined as a member of one of the following colleges:

If service animals are prohibited by another law, and under reasonable notice for a request for accommodation, we will to take appropriate measure to ensure people with disabilities can access our services.

Support persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

In certain cases, CAPE might require a person with a disability to be accompanied by a support person for the health or safety reasons of:

Before making a decision, CAPE will:

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for members with disabilities CAPE will notify members 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.

Feedback process

CAPE welcomes suggestions and feedback on how we provide accessible customer service. Member feedback will help us identify barriers and respond to concerns.

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

Members who wish to provide feedback on the way CAPE provides goods, services or facilities to people with disabilities can provide feedback by contacting directly: 

Comments will be submitted to Isabelle Borré, Director of Operations, in order to improve CAPE’s accessibility or to find satisfying solutions if needed.

Notice of availability of documents

CAPE 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 of CAPE that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed, or interpreted and applied in order to include those principles.