Accessibility Feedback

Accessibility Feedback Process

The purpose of this policy is to ensure that the processes for receiving and responding to feedback are accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communications support upon request. This policy applies to clients and employees, of Torres Media Group (“Torres Media”) and any contractors and subcontractors engaged by Torres Media.

Definitions

“Accessible formats” may include, but are not limited to, large print, recorded audio, and electronic formats.
“Accessible information and communications” mean considering accessibility and all ability levels when
planning information and communications and giving people adequate time to process and reply to
information provided.
“Accommodation” means the special arrangements made or assistance provided so that persons with
disabilities can participate in the experiences available to persons without disabilities. Accommodation will
vary depending on the person’s unique needs.
“Communication supports” may include supports that facilitate effective communications.
“Communications” means the interaction between two or more persons or entities, or any combination of
them, where information is provided, sent, or received.
“Dignity” means that service is provided in a way that allows the individual to maintain self-respect and the
respect of other persons.
“Disability” means: (a) Any degree of physical disability, infirmity, malformation or disfigurement that is caused
by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes
mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, blindness
or visual impediment, deafness or hearing impediment, muteness or speech impediment, or reliance on a
service animal or on a wheelchair or other remedial appliance or device (b) A condition of mental impairment
or a developmental disability (c) A learning disability or a dysfunction in one or more of the processes involved
in understanding or using symbols or spoken language (d) A mental disorder (e) An injury or disability for which
benefits were claimed or received under the insurance plan established under the Workplace Safety and
Insurance Act, 1997 The foregoing definition includes disabilities of differing severity, whether visible or nonvisible and whether temporary or permanent in nature. “Equal opportunity” means that service is provided to
individuals in such a way that they have an opportunity to access goods or services equal to that given to
others.
“Independence” means when a person is able to do things on their own without unnecessary help or
interference from others.
“Information” includes data, facts and knowledge that exists in any format, including text, audio, digital or
images and that conveys meaning.
“Integration” means that service is provided in a way that allows the individual to benefit from equivalent
services, in the same place, and in the same or similar way, as other individuals, unless an alternate measure is
necessary to enable the individual to access goods or services.
“Internet website” means a collection of related web pages, images, videos, or other digital assets that are
addressed relative to a common Uniform Resource Identifier (URI) and is accessible to the public.
“Reasonable efforts” means taking approaches that meet the required needs of the individual.
“Web Page” means a non-embedded resource obtained from a single Uniform Resource Identifier (URI) using
Hypertext Transfer Protocol (HTTP) and any other resources that are used in the rendering or intended to be
rendered together with it by a user agent.

Responsibility

Supervisors are responsible for ensuring that all employees follow the guidelines set out in this policy.
Supervisors are also responsible to ensure all employees are trained under the Accessibility Regulations and
Standards under the AODA, the Human Rights Code and all related policies, practices, and procedures. All
employees, contractors and subcontractors, and any other person acting on behalf of Torres Media are
responsible for adhering to and following the guidelines set out in this policy.

Policy

The Accessible Canada Act came into force on July 11, 2019. The regulation establishes accessibility standards
for Information and Communications. Torres Media is included in the regulation’s definition of an “obligated
organization” and must comply with the feedback requirements of the regulation beginning June 1, 2023.
Upon request, Torres Media will provide or will arrange for the provision of accessible formats and
communication supports in its feedback processes to ensure that these processes are accessible to persons
with disabilities in a timely manner. Torres Media will notify the public about the availability of this feedback
process in accessible formats and with communication supports. Torres Media encourages and appreciates
feedback and comments on the manner in which it provides its information and communications to people
with disabilities.

Procedure

Torres Media has developed a process and form for clients and the public to provide feedback on how the
organization is providing accessible information and communication that meets their needs. That process
includes how we respond to such feedback in a timely manner. The process consists of the following:
• Information will be posted at Torres Media’s offices and placed on our websites inviting users of its services
or the public to provide feedback on their experience with, or concerns about the information and
communications.
• Printed information is available inviting people with disabilities to provide feedback on their experience or
concerns about the accessibility of Torres Media’s information and communications and documentations used.
The Accessibility Feedback Form is used for that purpose. This form can be emailed, faxed, or mailed.
• Those wishing to make feedback comments can do so:

➢ Electronically (by email) at ftorres@skywords.com
➢ In person and verbally, at our offices at 6050 Owen Rd., Uxbridge, On.
➢ By telephone at 905-852-9992
➢ In any other format necessary that meets the need of the person with a disability

Regardless of which process is used to provide feedback, the Accessibility Feedback Form will be used to
record and track feedback. The form will either be filled in directly by the person providing the feedback or by
the person receiving the feedback. Employees must ensure that feedback provided is dealt with immediately.
Some feedback may, however, require more time to address and may need to be reviewed before an action is
taken. Torres Media will respond to the feedback using the same format in which it was received. Individuals
providing feedback can expect a response within thirty (30) business days. Complaints will be addressed
according to procedures already established in Torres Media’s complaint policies and procedures. Torres Media
will not impose any additional charge for information provided in accessible formats in excess of the regular
cost charged to other persons. Employees must record and retain all feedback received and note when it was
submitted, how it was submitted, who received the feedback, what was requested, when and how it was dealt
with, by whom and when, and if the feedback was dealt with to the satisfaction of the client. This policy has
been developed to provide accessible services to clients with disabilities. If anyone has a question about this
policy, or if the purpose of the policy is not understood, an explanation will be provided by contacting the
Human Resources Manager of Torres Media. This policy will be available on Torres Media’s websites. This
policy is available in an alternative format upon request.