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

CT Bakery 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. 

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

CT Bakery is committed to excellence in serving all customers 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. 

We will ensure that our staff are trained and familiar with various assistive devices we  have on site or that we provide that may be used by customers with disabilities while  accessing our goods, services or facilities. 

Communication 

We will communicate with people with disabilities in ways that take into account their  disability.  

We will work with the person with a disability to determine what method of communication  works for them.

CT Bakery 

25 Medulla Ave., Toronto, Ontario Canada, M8Z 5L6 

Tel: (416) 239-8686 Fax: (416) 239-5775 

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 (template, letter or form) 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: 

∙ College of Audiologists and Speech-Language Pathologists of Ontario ∙ College of Chiropractors of Ontario 

∙ College of Nurses of Ontario 

∙ College of Occupational Therapists of Ontario 

∙ College of Optometrists of Ontario 

∙ College of Physicians and Surgeons of Ontario 

∙ College of Physiotherapists of Ontario 

∙ College of Psychologists of Ontario 

∙ College of Registered Psychotherapists and Registered Mental Health Therapists  of Ontario 

If service animals are prohibited by another law, we will do the following to ensure people  with disabilities can access our goods, services or facilities: 

∙ explain why the animal is excluded 

∙ discuss with the customer another way of providing goods, services or facilities 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. 

We will notify customers of this by posting a notice in the following location(s): Front Office Entrance

CT Bakery 

25 Medulla Ave., Toronto, Ontario Canada, M8Z 5L6 

Tel: (416) 239-8686 Fax: (416) 239-5775 

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

∙ the person with a disability 

∙ others on the premises 

Before making a decision, CT Bakery will: 

∙ consult with the person with a disability to understand their needs ∙ consider health or safety reasons based on available evidence 

∙ determine if there is no other reasonable way to protect the health or safety of the person or others on the premises 

Notice of temporary disruption 

In the event of a planned or unexpected disruption to services or facilities for customers  with disabilities CT Bakery will notify customers 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. 

Training 

CT Bakery will provide accessible customer service training to: 

∙ all employees and volunteers 

∙ anyone involved in developing our policies 

∙ anyone who provides goods, services or facilities to customers on our behalf. Staff will be trained on accessible customer service within [timeframe] after being hired. Training will include: 

∙ purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the  requirements of the customer service standard 

∙ CT Bakery’s policies 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 

∙ how to use the equipment or devices available on-site or otherwise that may help  with providing goods, services or facilities to people with disabilities

CT Bakery 

25 Medulla Ave., Toronto, Ontario Canada, M8Z 5L6 

Tel: (416) 239-8686 Fax: (416) 239-5775 

∙ what to do if a person with a disability is having difficulty in accessing CT Bakery’s , services or facilities 

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

Feedback process 

CT Bakery welcomes feedback on how we provide accessible customer service.  Customer feedback will help us identify barriers and respond to concerns. 

Customers will be notified of how to provide feedback in the following ways: E mail – [email protected] 

Customers who wish to provide feedback on the way CT Bakery provides goods, services  or facilities to people with disabilities can provide feedback in the following way(s): 

E-mail – [email protected] 

All feedback, including complaints, will be handled in the following manner: Feedback will be directed to the Controller 

Customers can expect to hear back in 14 days. 

CT Bakery will make sure our feedback process is accessible to people with disabilities  by providing or arranging for accessible formats and communication supports, on request. 

Notice of availability of documents 

CT Bakery will notify the public that documents related to accessible customer service,  are available upon request by posting a notice in the following location(s)/way(s): 

Front Office Entrance 

CT Bakery 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.

CT Bakery 

25 Medulla Ave., Toronto, Ontario Canada, M8Z 5L6 

Tel: (416) 239-8686 Fax: (416) 239-5775 

Modifications to this or other policies 

Any policies of CT Bakery that do not respect and promote the principles of dignity,  independence, integration and equal opportunity for people with disabilities will be  modified or removed.