Accessibility Policy

eSight will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

  • Ensuring that all customers receive the same value and quality;
  • Allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
  • Using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
  • Taking into account individual needs when providing goods and services; and
  • Communicating in a manner that takes into account the customer’s disability.

A. The Use of Assistive Devices

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by eSight.

In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures may be provided to ensure the access of goods and services.  For example, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the customer.

B. Guide Dogs, Service Animals and Service Dogs

A customer with a disability that is accompanied by a guide dog, service animal or service dog will be allowed access to public premises unless otherwise excluded by law.  “No pet” policies do not apply to guide dogs, service animals and/or service dogs. If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, eSight may request verification from the customer.  The customer who is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.

If a health and safety concern presents itself for example in the form of a severe allergy to the animal, eSight will make all reasonable efforts to meet the needs of all individuals.

C. The use of Support Persons

If a customer with a disability is accompanied by a support person, eSight will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.

There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations, eSight will make every reasonable attempt to resolve the issue.

In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.

Where eSight requires a support person to accompany a person with a disability, and where the person with a disability has agreed to the accompaniment, eSight will not charge the support persons any fees or fares.

D. Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of eSight. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use eSight’s goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:

  • Goods or services that are disrupted or unavailable;
  • Reason for the disruption;
  • Anticipated duration; and
  • A description of alternative services or options.

When disruptions occur eSight will provide notice by:

  • posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the eSight website;
  • contacting customers with appointments;
  • verbally notifying customers when they are making a reservation or appointment; or
  • by any other method that may be reasonable under the circumstances.

E. Customer Feedback Process

Customers can provide their feedback on the service provided to customers with disabilities in various ways. Information about the feedback process will be readily available to all customers by e-mail and/or on the eSight website. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or e-mail), is also available upon request.

Customers can submit feedback to:

Joy Hwang, Director, People + Culture

1 Eglinton Ave. Toronto, ON. M4P 3A1


Customers who wish to provide feedback by completing an onsite customer feedback form or verbally can do so to any eSight employee.

Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

Notice of Availability and Format of Documents

eSight shall notify customers that the documents related to the Customer Service Standards are available upon request and in a format that takes into account the customer’s disability. Notification will be given by posting the information in a conspicuous place owned and operated by eSight, the eSight’s website and/or any other reasonable method.

If you have any questions or concerns about this policy or its related procedures, please contact:

Joy Hwang, Director, People + Culture

1 Eglinton Ave. Toronto, ON. M4P 3A1


This policy and its related procedures will be reviewed as required in the event of legislative changes or changes to company procedures.

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