CPL Accessibility Customer Service Policy

CPL is committed to eliminating barriers and improving accessibility for people with disabilities as stated in the Accessibility for Ontarians with Disabilities Act 2005 and Accessibility Standards for Customer Service, Ontario Regulation 429/07.

It is the Policy of CPL, that people with disabilities receive accessibility in the provision of services provided by our Employees which are consistent with the principles of independence, dignity, integration and equality of opportunity.

CPL will use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles:

  • Services are provided in a manner that respects the dignity and independence of persons with disabilities.
  • Persons with disabilities are given an opportunity equal to that of persons without disabilities to obtain, use or benefit from our services. CPL welcomes feedback from employees, contractors, clients and members of the public.

Accessibility plans will be reviewed regularly to ensure they are up to date and in compliance of timelines in accordance with a multi- year plan and keys dates for completion.


CPL employees are provided Accessibility training during the new hire orientation. Our staff will also be trained when changes are made to our accessible customer service policies.

CPL will provide accessible customer service training to:

  • all employees and volunteers
  • anyone involved in developing our policies
  • anyone who provides goods, services or facilities to customers on our behalf.

Training will include:

  • purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • CPL’s policies related to the customer service standard
  • how to interact and communicate with people with various types of disabilities
  • how to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • how to use the equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities.
  • what to do if a person with a disability is having difficulty in accessing CPL’s goods, services or facilities

Assistive Devices

People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.

In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.

We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities including specific GMP protocols.


We will communicate with people with disabilities in ways that take into account their disability and work with them to determine what method of communication works for them.

Service Animals

Persons with disabilities are permitted to be accompanied by their service animals. Service animals are allowed on the parts of our premises that are open to the public.

When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:

  • explain why the animal is excluded
  • discuss with the customer another way of providing goods, services or facilities

Service animals are prohibited from the following areas:

  • Production and GMP areas within the facilities.

Support Persons

Persons with disabilities are permitted to be accompanied by their support person in areas/premises that are open to the public when accessing goods and services provided by CPL. A support person is, in relation to a person with a disability, another person who accompanies them in order to help with communication, mobility, personal care or medical needs or with access to goods or services.

CPL may deem it necessary to require a support person for a person with a disability in order to protect the health and safety of that person or of others on the premises. This will occur only after consultation with the person with a disability and when it is the only reasonable means to allow the person with a disability to access CPL’s goods or services.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, CPL will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be made publicly available by posting on CPL’s website or posting on the premises.

Feedback process

CPL welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

Feedback about CPL’s delivery of goods and services to persons with disabilities or information regarding accessibility plans may be given by telephone, in person, in writing, in electronic format to:

Email: HR@cplltd.com
Phone: 905-821-7600
Write to: 7600 Danbro Cres.
Mississauga, ON L5N 6L6

All feedback, including complaints, will be forwarded to the Human Resources Department. Any actions needed will be provided within a reasonable timeframe after receipt of information.

CPL will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication support, on request.

Notice of availability of documents

Published documents can be made available in alternative formats if requested.

CPL will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner.

Links to documents contained in the CPL Accessibility Customer Service Policy: