Accessibility for Ontarians with Disabilities

Statement of Commitment

The Hamilton Niagara Haldimand Brant (HNHB) Local Health Integration Network (LHIN) is committed to excellence in serving all customers, including persons with disabilities, and it will carry out its functions in a manner which delivers an accessible customer service experience. The HNHB LHIN is committed to providing its goods and services in a way that respects the dignity and independence of persons with disabilities.

The LHIN is committed to:

  • Incorporating accessibility criteria when procuring or acquiring goods, services, or facilities where practicable

  • Making its internet website and web content conform with the World Wide Web Consortium Content Accessibility Guidelines

  • Making available accommodation information to job applicants and successful candidates

The LHIN’s commitment will be integrated wherever possible and will ensure that persons with disabilities will benefit from the same services, in the same place and in a similar way as other customers.

Learn More

  • For the Ontario Government Accessibility website, click here.
  • For the full HNHB LHIN Accessibility Policy, click here.
  • For the HNHB LHIN Multi-year Accessibility Plan, click here.
  • For the HNHB LHIN's 2019 Customer Service Accessibility Report, click here.
  • For the HNHB LHIN's 2017 Customer Service Accessibility Report, click here.

Customer Service Policy

The Accessibility for Ontarians with Disabilities Act, 2005 (the AODA) is a provincial act with the purpose of developing, implementing and enforcing accessibility standards in order to achieve accessibility for persons with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises.

Under the AODA, Ontario Regulation 429/07 entitled "Accessibility Standards for Customer Service" establishes accessibility standards specific to customer service and the provision of goods and services to the public.

Under the AODA, Ontario Regulation 191/11 entitled “Integrated Accessibility Standards Regulation” establishes accessibility standards specific to information and communication, employment and transportation.

The Local Health Integration Networks are required to meet the requirements of accessibility standards established by the AODA. This policy applies to all HNHB LHIN staff, volunteers and similar parties who deal with the public.

Communication with Persons with Disabilities

When communicating with a person with a disability, HNHB LHIN staff and representatives will do so in a manner that takes into account the person's disability.

Assistive Devices

To facilitate interaction with the HNHB LHIN, a person with a disability may provide their own assistive device for the purposes of obtaining, using and benefiting from any of the HNHB LHIN materials and services that are made available to the public.

Service Animals

The HNHB LHIN welcomes people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public.

If a service animal is excluded by law from the premises in which the HNHB LHIN is operating, the HNHB LHIN will ensure that alternate means are available to enable the person with a disability to access HNHB LHIN materials and services.

Support Persons

The HNHB LHIN welcomes people with disabilities who are accompanied by a support person.

At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises. In the event that a fee is charged in relation to a support person's attendance at a HNHB LHIN sponsored event, advanced notice of the fee will be provided.

Notice of Temporary Disruption

The HNHB LHIN will make reasonable efforts to provide notice in the event of a planned or unexpected disruption in our facilities or services where we have control over such facilities or services.

This notice will include information about the reasons for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The HNHB LHIN will provide notice by posting information in visible places on our premises and on the HNHB LHIN website, or by any other method that may be reasonable under the circumstances.


The HNHB LHIN will provide training to all board members, employees, volunteers and others who deal with the public on our behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Training will be provided as soon as practicable after an individual assumes responsibilities related to the public and will include the following:

  • The purposes of the AODA and the requirements of the Accessibility Standards for Customer Service
  • Information regarding the LHIN policies, practices and procedures relating to the customer service standards
  • How to interact and communicate with people with various types of disabilities
  • What to do if a person with a particular type of disability is having difficulty accessing your materials or services
  • How to interact with people with disabilities who use an assistive device, service animal or support person
  • How to use the equipment or assistive devices that may be provided for use by the HNHB LHIN

The amount and format of training will be tailored to suit each person's interactions with the public or his/her involvement in the development of policies, procedures and practices pertaining to the provision of materials and services. Staff will also be trained when changes are made to these policies, practices and procedures.

Feedback Process

Feedback is welcomed as it encourages continuous service improvements. Feedback from a member of the public about the delivery of goods and services to persons with disabilities may be given by telephone, in writing, in electronic format or through other methods. Information about the feedback process is available to the public through emailing the HNHB LHIN at

Procuring or Acquiring Goods, Services, or Facilities

The HNHB LHIN shall incorporate accessibility criteria and features when procuring or acquiring goods, services, or facilities, except where it is not practicable to do so.

Information and Communication

The HNHB LHIN will make its internet websites and web content conform with the World Wide Web Consortium Web Content Accessibility Guidelines, at least at Level A, and increasing to Level AA. 


The HNHB LHIN will notify internal and external job applicants, as well as successful applicants that, where needed, accommodations for disabilities will be provided upon request. Employees will be informed of relevant policies related to the provision of Job accommodations that take into account an employee’s accessibility needs due to a disability.

Where an employee with a disability requests it, the LHIN shall arrange for the provision of accessible formats and communication supports for information that is needed in order to perform the employee’s job, and information that is generally available to employees in the workplace.

The LHIN will also provide individualized workplace emergency response information to employees who have a disability if it is necessary and if the employer is aware of the need. This, and any other pertinent information will be documented in an individual accommodation plan.

Availability of Documents Required by the Accessibility Standards for Customer Service (Ontario Regulation 429/07) and the Integrated Accessibility Standards (Ontario Regulation 191/11)

Documents appearing on the HNHB LHIN can be made accessible upon request. Once a request is received, the HNHB LHIN will work with the individual to identify options for provision of the document or the information contained in the document and provide the information in a timely manner. The HNHB LHIN will endeavour to provide a format that takes the person's disability into account. Please submit the following form to request an accessible document.