AODA Policy

The goal of the Accessibility for Ontarians with Disabilities Act, 2005 (the “Act”) is to create a more accessible Ontario, by identifying, and to the extent possible, preventing, and eliminating barriers experienced by persons with a disability. 

The Accessibility Standards for Customer Service has been established under the Act to ensure goods and services are, where at all possible, equally accessible to every member of the public. 

We at Villa Kitchens & Fine Cabinetry strive to make our services accessible to persons with disabilities.  The objective of this policy is to ensure we meet the requirements of the Standard and promote its underlying core principles, described below.


The Policy applies to all persons who, on behalf of Villa Kitchens & Fine Cabinetry, provide service to members of the public or other third parties.    

The Policy also applies to all persons responsible for the development, implementation, or oversight of Villa Kitchens & Fine Cabinetry policies, practices and procedures governing the provision of customer service.


a) The physical, architectural, or structural design of a building;

b) The manner in which information is received or conveyed;

c) The presence or absence of technology;

d) Attitudes or stereotypes that a person with a disability may encounter in the community; or

e) Policies, practices, and procedures that an organization may employ which, often unintentionally, restrict a person with a disability.

a) Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,

b) A condition of mental impairment or a developmental disability,

c) A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,

d) A mental disorder, or

e) An injury or disability for which benefits were claimed or received under the insurance plan established under the ‘Workplace Safety and Insurance Act, 1997’.

(a) If it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or

(b) If the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability. 

Core Principles

We endeavor to ensure that the Policy and related practices, policies and procedures are consistent with the following four (4) core principles:


The management team is responsible for:

Providing Goods and Services to People with Disabilities

I. Policies, Practices and Procedures

Villa Kitchens & Fine Cabinetry shall make reasonable efforts to ensure that its policies, practices and procedures which impact the delivery of its services to the public or to other third parties are consistent with the principles of dignity, equality of opportunity, integration and independence as defined above.

II. Communication

Villa Kitchens & Fine Cabinetry strives to communicate with persons with a disability in a manner that takes into account the disability.

III. Assistive Devices

Persons with a disability are permitted, where possible, to use their own ‘assistive device’ when on our premises for the purposes of obtaining, using or benefiting from our services. 

If there is a physical, technological or other type of barrier that prevents the use of an ‘assistive device’ on our premises we will first endeavour to remove that barrier.  If we are not able to remove the barrier we will ask the person how they can be accommodated and what alternative methods of service would be more accessible to them.  We will make reasonable efforts to provide an alternative service to the person with a disability.

IV. Service Animals & Guide Dogs

Persons with a disability may enter premises owned and/or operated by Villa Kitchens & Fine Cabinetry accompanied by a service animal or guide dog, and keep the service animal or guide with them, if the public has access to such premises and the service animal or guide dog is not otherwise excluded by law.

If a service animal or guide dog must be excluded by law, we explain to our customer why this is the case and explore alternative ways to meet the customer’s needs.

V. Support Persons

A person with a disability may enter premises owned and/or operated by Villa Kitchens & Fine Cabinetry with a support person and have access to the support person at all times while on the premises.

Villa Kitchens & Fine Cabinetry may require a person with a disability to be accompanied by a Support Person where it is necessary to protect the health or safety of the person with a disability or the health or safety of others on the premises.

VI. Notice of Temporary Disruptions

Villa Kitchens & Fine Cabinetry will notify customers if there is a planned or unexpected disruption of a facility or service persons with a disability use to access our services.  The notification will be made:

(i) by posting a notice on our premises (ii) by posting a notice on our website, (iii) by notifying affected customers individually; or (iv) in another manner that may be appropriate in the circumstances. 

The notice will include the following information:

Training and Records

Villa Kitchens & Fine Cabinetry will provide training, and ongoing training as required under the Standard to:

A. Content of Training

Training will include:

B. Timing of Training

Training will be provided as soon as practicable after the employee or freelancer is assigned the applicable duties.  Updated training will be provided where there is a change to Villa Kitchens & Fine Cabinetry policies, practices and procedures governing the provision of goods and services to persons with disabilities.

C. Documenting Training

Records of the training provided, including the training protocol, the dates on which the training is provided and the number of individuals to whom the training is provided shall be maintained in accordance the requirements of the Standard.

Feedback Procedure

A. Receiving Feedback

Villa Kitchens & Fine Cabinetry welcomes and appreciates feedback regarding how it delivers goods and services to persons with disabilities.  Feedback can be provided in the following ways:

B. Responding to Complaints

Where possible, The Company will make reasonable efforts to respond to complaints at the time that the complaint is made.  Where an immediate response is not available Villa Kitchens & Fine Cabinetry will make reasonable efforts to ensure that the individual who has made the complaint receives a response. 

Format of Documents

Villa Kitchens & Fine Cabinetry will provide documents, or the information contained in documents, required to be provided under the Standard, to a person with a disability in a format that takes the person’s disability into account.

If you have any questions or concerns regarding our policy please email us at