Branch Policies

The NAFR Ottawa Branch is committed to excellence in serving all customers including people with disabilities.

Assistive Devices
We ensure that our volunteers and staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.

We communicate with members and people with disabilities in ways that take into account their disability.

Service Animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to our members.

Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities that will impact members with disabilities (e.g. access ramp), NAFR Ottawa will notify the members promptly. A posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or service, if available. The notice will be placed at our location at 2285 St. Laurent Blvd., Unit B-2, Ottawa, Ontario and/or posted on this website.

Training for Staff
NAFR Ottawa will provide training to employees, volunteers and others who deal with the public or other third parties on NAFR’s behalf. All staff located at the Branch Office will be trained. Such training will include:
• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
• NAFR Ottawa’s Accessible Customer Service Plan;
• How to interact and communicate with people with various disabilities;
• What to do if a person with a disability is having difficulty accessing NAFR Ottawa’s goods and services.

Feedback Process
Members who wish to provide feedback on the way NAFR Ottawa provides services to people with disabilities can do so by e-mailing their comments to the NAFR Ottawa Branch at:
[email protected]
or by telephone at 613-737-2199. All feedback will be directed to the Chair of the Accessibility Committee. Complaints will be addressed according to the organization’s regular complaint management procedures.