Accessibility Policy

Accessible Customer Service Plan Providing Goods And Services To People With Disabilities

Lancaster House is committed to excellence in serving all customers, including people with disabilities.

Assistive devices

We will ensure that our staff are trained on and familiar with the various assistive devices we have on site or that we provide for use by customers with disabilities while accessing our goods or services.


We will 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.

Support persons

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

  • Fees will not be charged for support persons

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Lancaster House will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
The notice will be placed on our website.


Lancaster House will provide training to employees, volunteers, and others who deal with the public. Individuals in the following positions will be trained: Customer Service, Conference Coordinator, General Manager, and Legal Editors. This training will be provided to all staff one week after their start date.
Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Lancaster House‘s plan 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 accessing Lancaster House‘s services

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

Feedback process

Customers who wish to provide feedback on the way Lancaster House provides goods and services to people with disabilities can e-mail us at:
All feedback, including complaints, will be directed to the Vice-President.
Customers can expect a response in 24 hours.

Notice of availability

Lancaster House will notify the public that our policies are available through our website:

Modifications to this or to other policies

Any policy of Lancaster House that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.