AODA/ Integrated Accessibility Standards Regulation Policy


Shaw’s Ice Cream is committed to ensuring compliance with the Accessibility of Ontarians with Disabilities Act, 2005 (AODA). The Integrated Accessibility Standard s Regulation (191/11) (IASR) under the AODA provides standards to increase accessibility for persons with disabilities. The standards under this regulation that apply to Shaw’s Ice Cream are:

  1. Customer Service
  2. Information and Communication
  3. Employment & Training
  4. Built Environment /Design of Public Spaces

Shaw’s Ice Cream seeks to ensure consistency with AODA’s core principles of dignity, independence, integration, and equality of opportunity through the removal of barriers to individuals with disabilities in the context of the goods and services it offers. Adherence to the Ontario Human rights Code is further supported by this policy.


This policy applies to all full time, part time, casual, temporary employees, consultants, and independent contractors as well as all of our customers . Sub contractors are afforded the same rights and protections provided by this policy, while performing authorized activities for Shaw’s Ice Cream. This may include off site job related functions, social events, courses, and classes related to work and employment, or any other function where an employee is representing the Company on or off site.

Shaw’s Ice Cream will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal
opportunity by:

  • ensuring that all customers receive the same value and quality.
  • allowing customers with disabilities to do things in their own way, at their own pace when accessing goods and services as long as this does not present a safety risk.
  • using alternative methods, when possible, to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner.
  • taking into account individual needs when providing goods and services; and
  • communicating in a manner that takes into account the customer’s disability.

Kristine Hayes
President, Shaw’s Ice Cream

Kim McCutchen
Partner, Shaw’s Ice Cream

Kelly Heleniak
Partner, Shaw’s Ice Cream

1. Customer Service Policy Standard

Shaw’s Ice Cream Manufacturing and Dairy Bar is committed to diversity, inclusion, and accessibility in everything we do. These core values are fundamental to the way we do business and come through in the experiences we design for people. With this in mind, we are continuously taking steps to improve the overall accessibility of the guest’s experience. In compliance with the Accessibility for Ontarians with Disabilities Act (AODA), Shaw’s Ice Cream wishes to make available our Customer Service Policy.

Our Commitment

It is the policy of Shaw’s Ice Cream that our location(s) are committed to providing accessibility and equitable customer service to each and every one of our diverse and valued customers. We strive to design and operate our location(s) so that they are accessible to all persons with disabilities to ensure the same opportunity to access our goods and services, and allowing them to benefit from the same services, in the same place and in a similar way as other customers. We are committed to providing services in a manner that respects the dignity and independence of persons with disabilities. Any person or organization that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed from our location(s).

Use of Service Animals, Support Persons or Personal Assistive Devices
Service Animals

Persons with disabilities may enter any Shaw’s Ice Cream location(s) accompanied by a service animal and keep the animal with them, if the public has access to such premises, and the animal is not otherwise excluded by the law. While visiting Shaw’s Ice Cream location(s), it is the responsibility of the person with a service animal to control the animal at all times. In the event a Shaw’s Ice Cream staff member, partner, or customer is allergic to animals, alternative arrangements will be negotiated.

Support Persons

Persons with disabilities may enter Shaw’s Ice Cream location(s) accompanied by a support person and may have access to that support person at all times.
Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of a support person. Consent can be indicated verbally, in writing, or by sign language, or by any other means required by the person with the disability.

Personal Assistive Devices

We will ensure that our staff are familiar and will support various assistive devices that may be used by customers with disabilities while accessing our goods or services. We will also ensure that staff knows how to serve people who use assistive devices on our premises.

2. Information & Communication

Shaw’s Ice Cream is committed to meeting the information and communication needs of people with disabilities across mediums including website, print, and alternative formats upon
request. As needed, we will consult with people with disabilities or individuals to determine their information and communication needs.

Feedback process:

The ultimate goal of Shaw’s Ice Cream is to meet and surpass customer expectations while serving customers with disabilities. Feedback and comments on our services regarding how well those expectations are being met are welcome and appreciated. The Company will investigate and respond to all complaints relating to such services in a timely, thorough and objective manner.

All customers can submit feedback or questions by:

  • Phone: 519-631-2510
  • Email:
  • Mail: 10 Clearview Drive, Tillsonburg, ON, N4G 4G8
  • Suggestion box available at location(s)

Availability of Documents:

All documents relating to the Customer Service Standard of the Accessibility for Ontarians with Disabilities Act (AODA) will be made available upon request and in a format or communication support method whenever possible and in a timely manner.

Notice of Temporary Disruption

Shaw’s Ice Cream location(s) will make reasonable effort to provide customers with notice in the event of a disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, and its anticipated duration, and a description of alternative facilities or services, if available. In order to make information accessible, the signs and printed notices will be displayed prominently at the entrance to the Shaw’s Ice Cream location(s). We will also update our social media asap – Facebook & Instagram. Our website will be update when long term service disruptions exist.

3. Employment & Training


Shaw’s Ice Cream employment practices will include notification of the availability of accommodation for applicants with disabilities during the recruitment, assessment and selection process. We will provide supports for internal employees with disabilities and inform employees of such supports. Supports will be provided for emergency response, their health & safety as well as any on the job support required.

Training for Partners & Staff

Shaw’s Ice Cream will ensure that all persons to whom this policy applies receives training as required by the Accessibility Standards for Customer Service. In addition, training will be provided on a continuous basis to all newly hired members of Shaw’s Ice Cream as part of our onboarding process.

A record of training received by Shaw’s Ice Cream will be kept by the Company’s Human Resources and/or Quality Assurance Team. Training will include:

  • The purpose of the AODA, 2005
  • The requirements of the Accessibility Standards for Customer Service
  • The Integrated Accessibility Standard Regulation (IASR)
  • Information about Shaw’s Ice Cream policies and procedures pertaining to the provision of
  • Shaw’s Ice Cream services to persons with disabilities
  • What to do if a person with a disability is having difficulty accessing Shaw’s Ice Cream
  • How to interact with people with disabilities who use assistive devices or require the assistance
    of a service animal or support person
  • The Ontario Human rights Code as it relates to people with disabilities

Delivery will be in person, webinar, online material, printed materials and any other supports such as posters, video or guest speakers.

4. Built Environment/Design of Public Spaces

Shaw’s Ice Cream will meet the Accessibility Standards for the design of public spaces when building new public space or making major modifications to our public spaces. Where we do
not have control, we will advocate for accessibility unless the project is otherwise excluded under the law. We will give proper notice in advance of service disruptions to accessible areas of our public spaces.

Public spaces include:

  1. Service-related elements like service counters, seating and waiting areas
  2. Accessible parking at all our facilities
  3. Outdoor public eating areas