Providing Goods & Services to People with Disabilities

Providing Goods & Services to People with Disabilities Plan

TIA Rehabilitation Group®  is committed to excellence in serving all clients 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 services.


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

Service Animals

Subjected to legislations regulating  long-term care facilities (LTC),  retirement homes,  supportive housing,    alternate level of care beds (ALD),   or complex care (CC),  we welcome people with disabilities and their service animals.  

Support Persons

Subjected to legislations regulating long-term care facilities (LTC),  retirement homes,  supportive housing,   alternate level of care beds (ALD), or complex care (CC),  a person with a disability who is accompanied by a support person will be allowed to have that person accompany him/her on respective premises.      No fees will be charged for support person(s).

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for clients with disabilities,   such notice shall be made available at the respective long term care facility,  retirement home,  supportive housing,  alternate level of care beds, or complex care facility where our services are rendered.

In the event of a planned or unexpected disruption to services or facilities for clients with disabilities at our outpatient clinic,    TIA Rehabilitation Group®  will notify clients 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.      The notice will be placed at our department’s front entrance and on our  website (

Training for Staff

TIA Rehabilitation Group® will provide training to employees, contractors, and others who deal with the public or third parties on their behalf.    Individuals in the following positions will be trained:

Regional Managers

Registered Physiotherapists

Registered Occupational Therapists

Certified Kinesiologists

Certified Physiotherapy Assistants

Certified Occupational Assistants

Office Managers


This training shall be provided to staff within 2 weeks of hiring.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • TIA Rehabilitation Group ® ‘s plan 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 assistive device including wheelchairs, canes, crutches, and walkers which may help with providing services to people with disabilities.
  • What to do if a person with a disability is having difficulty in accessing TIA Rehabilitation Group®’s goods and services.

Staff will also be trained when changes are made to our Accessible Customer Service Plan.

Feedback Process

Clients who wish to provide feedback regarding TIA Rehabilitation Group®’s Accessibility Customer Service Plan for persons with a disability may contact our head office by:

  1. E-mail at This e-mail address is being protected from spambots. You need JavaScript enabled to view it This e-mail address is being protected from spambots. You need JavaScript enabled to view it     
  2. Fax at (905) 642-0878
  3. By phone at (905) 642-0873
  4. In person at 37 Sandiford Drive, Suite 109, Stouffville, ON, L4A 7X5

All feedback will be directed to Andy Yuen, President of TIA Rehabilitation Group®

Clients can expect to hear back in 7 days.

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


Please click link below if you wish to make feedbacks or launch a complaint pertaining to accessibility in writing.

Feedback Form


A complaint of potential barriers affecting accessibility for a person with a disability will be investigated promptly and impartially.   Our company makes every effort to keep the incident or complaint as confidential as possible.

The investigation will generally be conducted by an investigation team as determined by management including but not limited to:  a) Gloria Lederman (Care Co-ordinator, TIA Rehab) b)  Jessica Cunliffe (Office Manager,  Stouffville Physiotherapy Clinic),  c) Gaetan Murray, (Physiotherapist & Regional Manager, TIA Rehab), and d) Andy Yuen (Physiotherapist & President, TIA Rehab & Stouffville Physiotherapy Clinic).

An incident or complaint will be investigated in a manner appropriate in the circumstances.  This may include an internal investigation or the use of external resources.  The investigators may undertake some or all of the following procedures as deemed appropriate in the circumstances:

  • Review the complaint,
  • Conduct interview(s) of the complainant, potential witnesses, the subject of the complaint, or anyone with relevant information,
  • Collect and review documents
  • Review the site of the alleged lack of accessibility took place.

After conducting its investigation, the investigation team will make an objective assessment of whether there has been a violation of the AODA.   The outcome of the investigation will be reported to the complainant and the Occupational Health & Safety Committee/Representative.

Modifications to this or other Policies

Any policy of TIA Rehabilitation Group®   which does not respect and promote the dignity and independence of people with disabilities will be modified or removed.