Customer Service Policy
Accessibility for Persons with Disabilities

Purpose and Application

HAYS Specialist Recruitment Canada Inc. (“HAYS”) is committed to providing accessible customer service to persons with disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 ("AODA"), we have developed standards that will improve accessibility within the Province of Ontario in a manner that respects the dignity and independence of persons with disabilities.

This policy is intended to meet the requirements of the AODA. It applies to the provision of goods and services to the public, not to the goods themselves. This policy aims to ensure that persons with disabilities are provided equal opportunity to obtain, use and benefit from our good, services and facilities (collectively, our "Services"). This policy applies to all persons who interact with the public, other organizations or third parties on behalf of HAYS. This includes employees, volunteers, agents, contractors and third parties (hereafter referred to as “personnel”).

Our Commitment

HAYS strives, at all times, to provide our Services in a way that respects the dignity and independence of people with disabilities. We are also committed to providing people with disabilities the same opportunity to access our Services and allowing them to benefit from our Services in the same place and in a similar way as other customers.

As part of our commitment to excellence, we value diversity in all forms. Our employees and customers give us the power to drive innovation and shape the future of our company. We seek to recognize and remove obstacles faced by persons with disabilities in order to facilitate their access to our Services. Different experiences, skills, and perspectives reflect the diversity of our customers, suppliers, investors, and overall environment. HAYS is committed to a working environment of appreciation and mutual respect.


HAYS will ensure that this policy and any related practices or procedures are consistent with the following core principles:

  1. Dignity: People with disabilities should be treated as valued customers who are as deserving of effective and full service as other customers.
  2. Independance: Our Services must be provided without the control or influence of others, and the freedom of people with disabilities to make their own decisions must be respected.
  3. Integration: People with disabilities must be able to benefit from our Services in the same place and the same or similar manner as other customers, whenever possible.
  4. Equality of Opportunity: People with disabilities must be given an opportunity equal to that given to others to obtain, use and benefit from our Services.

Providing our Services to Persons with Disabilities

HAYS is committed to excellence in serving all customers including persons with disabilities and we will carry out our functions and responsibilities in the following areas:


Personnel of HAYS will communicate with persons with disabilities in a way that takes into account their disability, seeking to make any accommodations necessary. The Company currently employs the following mediums of accessible communication: websites, TTY.

We will train our personnel who communicate with customers on how to best interact and communicate with people with a wide range of life experiences, including various types of disabilities.

Telephone Services:
We are committed to providing fully accessible telephone services to our customers. We will train our personnel to communicate with customers over the telephone to facilitate two-way communication.  We will offer to communicate with customers in writing, if telephone communication is not suitable to their communication needs or is not available.

Assistive Devices:

We are committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our Services. Personnel will be trained and familiar with various assistive devices that may be used by our customers with disabilities while accessing our Services. We will also ensure that our personnel are trained on any assistive devices provided by HAYS on our premises for our customers, including: accessible washrooms, alternate document formats, TTY’s, magnifying devices.

Use of Service Animals and Support Persons
We are committed to welcoming persons with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties, unless the service animal is otherwise excluded by law. If a service animal is excluded, we will explain to the customer why exclusion is necessary and explore alternative measures of accommodation.  If it is not readily apparent that the animal is a service animal, we may ask the person with a disability for a letter from a physician or nurse confirming that the person requires the animal for reasons relating to his or her disability.

We are also committed to welcoming persons with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter any HAYS premises with their support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to their support person while on our premises.

We will also ensure that all personnel are properly trained on how to appropriately interact with people with disabilities that are accompanied by service animals or support persons.

Notice of Temporary Disruption
We will provide customers with notice in the event of a planned or unexpected disruption in our accessible facilities or services. This notice will include information about the reason for the disruption and the anticipated duration. To the extent required, our employees will be available to assist with locating alternative facilities or services, if available. The notice of temporary disruption will be placed at all public entrances and service counters on our premises.

Training and Record Keeping

We will ensure that all personnel, and all those who are involved in the development of HAYS' policies, practices and procedures, are trained. Training will include the following:

  • The purposes of the AODA and the requirements of the customer service standard;
  • How to interact and communicate with customers with various types of disabilities;
  • How to interact with customers with disabilities who use an assistive device or require the assistance of a service animal or a support person;
  • How to use assistive devices provided by HAYS;
  • What to do if a customer is having difficulty accessing our Services; and
  • Review of policies, practices, and procedures relating to the customer service standard (including this policy).

The training will be provided as soon as possible after hiring or engagement, on commencement of new or additional duties that require training, and on an ongoing basis when changes are made to the applicable policy, practices or procedures. 

Employees will also be notified when changes are made to these policies, practices, and procedures.

HAYS will ensure that accurate and up-to-date training records are kept.  These records shall include the dates of the training, and the number of individuals to whom the training was provided. Records of training will be kept with our Human Resources Department.


Feedback Process

We welcome feedback on our policies, practices, and procedures regarding serving customers with disabilities. Feedback regarding the way the Company provides our Services to people with disabilities can be made:

  • In person or by mail at: 8 King Street East 20th Floor, Toronto, ON, M5C 1B5
  • By telephone at 416-367- HAYS (4297)
  • Electronically to

Individuals submitting feedback can expect to receive a response within [five (5) business days].


HAYS will make this documentation available to members of the public upon request, and in a format that takes into account a person’s disability, if applicable.  Notification of the availability of this documentation will be posted at a conspicuous place at our premises and on our website.


HAYS is committed to developing customer service policies that respect and promotes the dignity and independence of people with disabilities.  Therefore, no changes will be made to this policy before considering the impact on people with disabilities.  Any policy of HAYS that does not respect and promote the dignity of people with disabilities will be modified or terminated.


This policy exists to achieve service excellence to customers with disabilities.  Any questions regarding this policy, or its associated practices or procedures, should be directed to our People & Culture Department via email