Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

Buchner Manufacturing committed to excellence in serving all customers including people with disabilities.

Assistive devices

We will ensure that our staff is trained and familiar with various assistive devices that may be used 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 allowed to have that person accompany them on our premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities [credit card/interact services, washroom or temporary closure of facility], Buchner Manufacturing Inc. 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.

The notice will be placed at all public entrances at this facility.

Training for staff

Buchner Manufacturing Inc. will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. Individuals in the following positions will be trained:

  • Customer service representatives

  • Department Supervisors

  • Managers

  • Administrative Staff

This training will be incorporated into the initial training procedures for each new employee of Buchner Manufacturing Inc.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard

  • Buchner Manufacturing Inc.’s accessible customer service plan.

  • 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 in accessing our Company’s goods and services

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

Feedback process

For copy of our Accessible Customer Service Plan please email

Customers who wish to provide feedback on the way Buchner Manufacturing Inc. provides goods and services to people with disabilities can be communicated to our Human Resources Department in the following ways:


Telephone Human Resources at (905) 836-1506

Or, you can speak to one of our Customer Service Representatives and they will communicate  feedback on your behalf

Customers can expect to hear back in 10 - 15 business days. Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications to this or other policies 

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

Accessibility Plan and Policies for Buchner Manufacturing Inc

This accessibility plan outlines the policies and actions that Buchner Manufacturing Inc. (“BMI”) has and will continue to put into place to improve opportunities for people with disabilities.

Statement of Commitment

BMI is committed to treating all people in a way that allows them to maintain their dignity and independence.  We believe in integration and equal opportunity.  We are committed to meeting the needs of people with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

Accessible Emergency Information

BMI is committed to providing the customers and clients with publicly available emergency information in an accessible way upon request.  We will also provide employees with disabilities with individualized emergency response information when necessary.


BMI provides training to all employees, on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities.  Training will be provided in a way that best suits the duties of employees, volunteers and other staff members.

BMI employees are provided with the training needed to meet Ontario’s accessible laws using one of the following methods:

  • BMI’s online training website;
  • Individual or group training to employees in person by a qualified trainer

Information and Communications

BMI is committed to meeting the communication needs of people with disabilities.  We will consult with people with disabilities to determine their information and communication needs.

Contact information is provided on BMI’s policy which is publicly posted on the Company’s website to ensure existing feedback processes are accessible to people with disabilities.

BMI has taken the following steps to make sure all publicly available information is made accessible upon request:

  • Post on BMI website
  • Post in public view at each branch location

BMI’s website content conforms to WCAG 2.0, Level 2 AA accessibility requirements.  BMI retains the services of Treefrog Inc. to meet the accessibility requirements


BMI is committed to fair and accessible employment practices.

We take the following steps to notify the public and staff that, when requested, BMI will accommodate people with disabilities during the recruitment and assessment processes and when people are hired:

  • Include this statement on all BMI application forms and job postings as well as on the Career Page of BMI Website
  • Disclose in writing to candidates, contact information of the person who will assist them by arranging necessary accommodations to safely attend interviews or to prepare a safe work environment.

BMI has implemented a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability:

  • Communicate with employee and health care practitioner to determine what we can do to accommodate the employee
  • Develop a Return to Work Plan with the employee that may include modified duties and hours of work as required
  • Monitor progress on an ongoing basis or until full recovery, if applicable

We have taken the following steps to ensure the accessibility needs of employees with disabilities are taken into account with respect to performance review management, career development and redeployment processes:

  • deliver performance reviews to each employee in person, discussing all areas of the review  so that there is a clear understanding of his/her job expectations.
  • remove all barriers and/or modify job expectations and duties as needed in order to enable an  employee with a disability to perform his/her duties efficiently

Design of Public Spaces

BMI will meet the Accessibility Standards for the design of public spaces when building or making major modifications to public spaces.  Public spaces include:

  • Outdoor paths of travel, like sidewalks, ramps, stairs, curb ramps, rest areas, and accessible pedestrian signals
  • designated parking spaces clearly signed for staff and/or customers with disabilities

In the event of a service disruption to any accessible parts of our public spaces, BMI will give advanced notice to the public, and provide alternatives if available either via BMI website or by signs clearly visible to the public. 


For more information

For more information on this accessibility plan, please contact
Human Resources, attention J. Terry
Phone: 905-836-1506, ext. 201