Providing Goods and Services to People with Disabilities


Ontario Truss & Wall Ltd. is committed to excellence in serving all customers including people with disabilities.

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

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

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

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

Fees will not be charged for support persons.

Notice of temporary disruption
Ontario Truss & Wall Ltd will notify by signage on the door of OTW if accessibility devices, such as our automated door, would be out of service temporarily. In this case, our reception would be pleased to help customers through telephone service, email, or outdoor accommodations.

Training for Staff
Ontario Truss & Wall Ltd. will provide training to employees who deal with the public or other third parties on their behalf.

Individuals in the following positions will be trained:

  • Design staff
  • Delivery personnel
  • Accountant
  • Office administrative staff
  • Receiving and shipping personnel

This training will be provided to new staff during orientation training sessions within 2 weeks after hiring.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, and the requirements of the customer service standard.
  • Ontario Truss & Wall Ltd.’s plan related the customer service standard.
  • How to interact and communicate with people with various types of disabilities.
  • How to interact with people who use an assistive device or require the assistance of a service animal or a support person.
  • How to use any equipment that Ontario Truss & Wall Ltd. may have installed in the future or the use of special phone services such as Bell Relay Service.
  • How to approach a person with disabilities by simply asking “How may I help you today?”
  • What to do if a person with a disability is having difficulty in accessing Ontario Truss & Wall Ltd.’s goods and services.

Staff will also be trained when changes are made to our plan.

Feedback process
Customers who wish to provide feedback on the way Ontario Truss & Wall Ltd. provides goods and services to people with disabilities can contact us by using any of the following methods:


  • Email:
  • Phone: 1-800-461-6898, 613-966-8137
  • Fax: 613-966-2785
  • Mail or in person: 732 Ashley Street, Foxboro, ON K0K 2B0
  • Suggestion Box At location address above at main reception desk


All feedback will be directed to our Vice President/Controller, Andrew Bryden CGA,CA

Customers can expect a response within 3 – 7 business days.

Complaints will be addressed according to our organization’s standard complaint management procedures.

Modifications to this or other policies
Any policy of Ontario Truss & Wall Ltd. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Public Locations of Plan or other policies
Ontario Truss & Wall Ltd. will post this plan in the following areas for public view:

A copy of the OTW Customer Service policy on Accessibility for Persons with Disabilities can be obtained by requesting a copy of the policy from OTW’s Vice President/Controller, Andrew Bryden CGA,CA

A copy of the Customer Service policy is also available on OTW’s website,