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Last Updated: July 24, 2026

 

The Good Neighbour Community Care & Companionship (“The Good Neighbour,” “we,” “us” or “our”) is committed to providing respectful, inclusive and accessible services to people of all abilities.

We strive to identify, prevent and remove accessibility barriers so that clients, families, caregivers, visitors and members of the public can access our information and non-medical services with dignity, independence, integration and equal opportunity.

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Our Commitment

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The Good Neighbour is committed to complying with applicable requirements under the:

• Accessibility for Ontarians with Disabilities Act, 2005;

• Integrated Accessibility Standards Regulation;

• Ontario Human Rights Code; and

• Other applicable accessibility and human rights requirements.

We will consider individual accessibility needs and provide reasonable accommodation up to the point of undue hardship.

An accommodation will not change the non-medical nature or essential scope of our services. We will not provide an accommodation that would create a serious health or safety risk or require a caregiver to perform duties outside their training, qualifications or authorized role.

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Accessible Service

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We will make reasonable efforts to ensure that our policies, practices and services:

• Respect the dignity and independence of people with disabilities;

• Provide people with disabilities with an equal opportunity to access and benefit from our services;

• Allow services to be integrated whenever reasonably possible;

• Consider individual needs rather than making assumptions about a person’s abilities;

• Support clear, respectful and person-centred communication; and

• Identify and address accessibility barriers as they arise.

 

Communication

 

We will communicate with people with disabilities in a manner that considers their individual communication needs.

Depending on the circumstances, this may include:

• Using plain and direct language;

• Providing information in writing;

• Reading information aloud;

• Allowing additional time for communication;

• Communicating through an authorized family member or support person;

• Using email, electronic documents or other agreed communication methods;

• Providing larger-print documents where reasonably available; or

• Working with the individual to identify another suitable communication method.

Clients and families are encouraged to tell us how we can best communicate with them.

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Accessible Formats and Communication Supports

 

Documents and publicly available information may be provided in an accessible format or with a communication support upon request.

We will consult with the person making the request to determine a suitable format or support based on:

• The person’s accessibility needs;

• The nature of the information;

• The available technology and resources; and

• Any relevant privacy or confidentiality requirements.

Accessible formats and communication supports will be provided as promptly as reasonably possible and at no additional charge beyond any regular cost that would have applied to the original document or service.

 

Assistive Devices

 

People with disabilities may use their personal assistive devices when accessing The Good Neighbour’s services.

Assistive devices may include mobility aids, communication devices, hearing devices, medical alert devices or other tools that support a person’s independence.

Caregivers will not operate, adjust or handle specialized equipment unless:

• The activity is within the caregiver’s authorized non-medical role;

• The caregiver has received appropriate instruction or training;

• The client or authorized representative has provided clear direction; and

• The activity can be completed safely.

Where an assistive device creates a safety concern or cannot be used in a particular situation, we will work with the client to identify a reasonable alternative where possible.

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Service Animals

 

The Good Neighbour welcomes people who use service animals.

A client may keep a service animal with them while receiving services unless the animal is excluded by law or its presence creates a significant and unmanageable health or safety concern.

Caregivers will:

• Respect the role of the service animal;

• Avoid touching, feeding, distracting or directing the animal without permission;

• Communicate directly with the client rather than through the animal; and

• Follow reasonable instructions provided by the client regarding the animal.

The client or handler remains responsible for the care, supervision and control of the service animal.

Where the needs of a person using a service animal conflict with another person’s disability, allergy or health and safety needs, we will assess the circumstances individually and work toward a reasonable solution.

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Support Persons

 

A person with a disability may be accompanied by a support person when accessing our services.

We will:

• Communicate directly with the client whenever possible;

• Include the support person in discussions when requested or authorized by the client;

• Protect the client’s privacy, dignity and decision-making rights;

• Confirm the support person’s role where necessary; and

• Obtain appropriate consent before discussing confidential information in the support person’s presence.

There is no additional fee simply for a support person to be present during a consultation or scheduled service.

A support person does not automatically become an authorized decision-maker. The Good Neighbour may request documentation or consent where a person claims authority to make decisions, access records or provide instructions on behalf of a client.

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Accessibility in Client Homes

 

Many of our services are provided in private residences. Clients and families are encouraged to identify accessibility needs during the consultation and intake process.

The Good Neighbour may assess whether the service environment allows caregivers to provide the requested services safely.

Accessibility considerations may include:

• Safe entrances and exits;

• Stairs, ramps and pathways;

• Lighting;

• Clutter or trip hazards;

• Space for mobility devices;

• Pets or service animals;

• Communication needs;

• Emergency procedures; and

• The safe use of approved assistive equipment.

We will work collaboratively with clients and families to identify reasonable solutions. However, services may be delayed, modified or declined where a serious safety risk cannot be reasonably addressed.

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Website Accessibility

 

The Good Neighbour is working to make goodneighbourcare.ca accessible and easy to use for as many people as reasonably possible.

Our website accessibility efforts may include:

• Clear headings and page structure;

• Readable fonts and text sizing;

• Sufficient colour contrast;

• Descriptive link and button text;

• Alternative text for meaningful images;

• Keyboard-friendly navigation where supported;

• Captions or written descriptions for important media;

• Plain-language content; and

• Forms with clear labels and instructions.

Some website features may be provided through Wix or other third-party services. We may not have complete control over the accessibility of every third-party feature, booking tool, payment system or embedded application.

We do not claim that every page or feature is completely free of accessibility barriers. If you encounter difficulty using our website, please contact us so we can provide the information another way and review the barrier.

 

Booking  and Digital Form

 

Clients who experience difficulty using an online booking or contact form may request assistance or have an authorized representative submit information on their behalf.

We will make reasonable efforts to provide another way to:

• Request information;

• Book a consultation;

• Complete required forms;

• Review service information; or

• Communicate an accessibility need.

Submitting information through an alternative method will not result in a lower level of service.

 

Temporary Service Disruptions

 

Where an accessibility-related service, communication method, website feature or other resource becomes temporarily unavailable, The Good Neighbour will make reasonable efforts to provide notice.

Where appropriate, the notice may include:

• The reason for the disruption;

• The expected duration, if known;

• The affected service or feature;

• Available alternatives; and

• Contact information for assistance.

Notice may be provided through the website, email, direct client communication or another appropriate method.

Unexpected disruptions may not always allow advance notice, but we will communicate available alternatives as soon as reasonably possible.

Emergency and Safety Information

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Emergency, public safety and service-related safety information will be provided in an accessible format or with appropriate communication support upon request, as soon as reasonably possible.

Clients and authorized representatives are responsible for informing The Good Neighbour of accessibility needs that may affect emergency communication, evacuation, entry to the home or service delivery.

 

Staff and Caregiver Training

 

Employees, contractors, caregivers and other representatives will receive accessibility training appropriate to their duties.

Training may address:

• Respectful interaction and communication;

• The purpose and requirements of accessibility legislation;

• The Ontario Human Rights Code as it relates to people with disabilities;

• Assistive devices;

• Service animals;

• Support persons;

• Accessible communication;

• Accommodation requests;

• Temporary service disruptions;

• Accessibility feedback; and

• Changes to relevant policies or procedures.

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Feedback and Complaints

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We welcome feedback about the accessibility of our services, website, communications and processes.

Feedback may include:

• An accessibility barrier;

• Difficulty accessing information;

• A concern about how a person was treated;

• A requested accommodation;

• A recommendation for improvement; or

• A complaint about an accessibility-related experience.

Feedback may be submitted through our website contact form or by email:

Email: info@goodneighbourcare.ca
Website: goodneighbourcare.ca

Please include:

• A description of the accessibility issue;

• The service, webpage, document or interaction involved;

• The assistance or outcome being requested; and

• Your preferred method of communication.

We will review accessibility feedback respectfully and confidentially. We will make reasonable efforts to acknowledge the concern and provide a response in a format that considers the person’s accessibility needs.

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Privacy

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Information about a disability or accommodation need will be treated respectfully and confidentially.

We will only request information that is reasonably necessary to:

• Understand the accessibility-related limitation or need;

• Identify an appropriate accommodation;

• Assess health and safety considerations; or

• Meet legal or service-related obligations.

A person requesting accommodation will not ordinarily be required to disclose a specific diagnosis unless that information is reasonably necessary in the circumstances.

Accessibility and accommodation information will be handled in accordance with our Privacy Policy and applicable privacy requirements.

 

No Retaliation

 

No person will be denied service, treated unfairly or penalized for:

• Disclosing an accessibility need;

• Requesting accommodation;

• Using an assistive device, service animal or support person;

• Raising an accessibility concern; or

• Participating in an accessibility review or complaint process.

 

Changes to This Policy

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We may update this Accessibility and Inclusive Service Policy to reflect changes in our services, website, operations, accessibility practices or legal obligations.

The updated version will be posted on our website with a revised date.