Accessibility

We are committed to providing a barrier-free environment for our clients, students, employees, job applicants, suppliers, visitors, and other stakeholders who enter our premises, access our information, or use our services. As an organization, AbleLiving Services respects and upholds the requirements set forth under the Accessibility for Ontarians with Disabilities Act (AODA), Customer Service Standard and the Integrated Accessibility Standards Regulation for Information and Communications, Employment and the Built Environment.

AbleLiving Services’ Accessibility Plan and Accessible Customer Service policy ensure the requirements of the Customer Service Standard and Integrated Accessibility Standards Regulation (IASR) of the Accessibility for Ontarians with Disabilities Act (AODA) are being upheld by AbleLiving Services and all members of Thrive Group.

Our Accessible Customer Service policy is posted on our website. To request a copy of this policy in a different format that is appropriate to your needs, please contact us. 289-309-8477

Client Complaints Process

If you have a concern or complaint about our services or staff, we encourage you to share it with us so that we have the opportunity to fully understand the situation from all perspectives and explore options to reach a mutually agreeable resolution. As a result, our client complaint process is built on our values of : Teamwork, Honesty, Respect, Innovation, Versatility and Excellence.

Communicating and Resolving Your Concern or Complaint
At any point during this process, you can access staff and leadership contact information through your designated worker by walking into any Thrive Group member location.

Stage One:

  • As a first step, we encourage you to raise your concern or complaint directly with a staff member who will seek to understand your perspective in order to find an appropriate and meaningful resolution.
  • If, after talking to the staff member, your concern or complaint has not been resolved to your satisfaction, you are welcome to contact the Program Supervisor or Manager. The Supervisor or Manager will acknowledge your complaint within two business days and follow up with you personally.

Stage Two:

  • If the above steps do not help resolve your concern or complaint, we advise you to formally put your concern in writing to the Director of the program. If the Director is not able to assist you, your concern or complaint can be elevated to our Chief Executive Officer (CEO) or designate.
  • The Director, CEO or designate will acknowledge receipt of your complaint within 5 business days and then investigate the complaint by talking with you directly as well as the other people involved. A Thrive Group member agency staff or program supervisor/manager is available to support you with this step if you wish including attending any meetings with you. The Director, CEO or designate will respond to you with a resolution within 30 working days, or you will be notified in writing that it will take longer and given the reasons for the delay.
  • If the Director is not able to assist you, your concern or complaint can be elevated to our designate.
  • The Director or designate will acknowledge receipt of your complaint within five business days and then investigate the complaint by talking with you directly as well as the other people involved. A Thrive Group member agency staff or program supervisor/manager is available to support you with this step if you wish, including attending any meetings with you. The Director or designate will respond to you with a resolution within 30 working days or you will be notified in writing that it will take longer and given the reasons for the delay.

Stage Three:

  • If you are still not satisfied with the resolution, you may request the concern or complaint be forwarded to the Chair of the Thrive Group Board of Governors. The Board Chair will call a meeting of Board representatives and invite you to attend to present your concerns. You are encouraged to bring any staff person you wish for support, or an outside support person at the discretion of the Board Chair. If considered necessary, the Board will discuss the complaint without any staff present and then make a recommendation. This information will be sent to you in writing.

Another Option

  • While you are encouraged to work with us to find a resolution, if, at any time, you would like to talk to someone outside of Thrive Group we will provide you with contact information for the relevant government contact and/or advocate’s office.