Summary
This policy outlines procedures to provide services to people with disabilities and addresses such elements as assistive devices, service animals, support persons, proper communication and training of Oxford employees.

Policy Statement
Oxford is committed to excellence in serving all customers including people with disabilities. The purpose of this policy is to confirm our intention to provide services to people with disabilities in a manner that is consistent with the principles of dignity, independence, integration and equal opportunity.

The customer service standard ensures that accessibility will be part of Oxford's every day service delivery and will ensure that our premises are accessible to all. Any Oxford policies that address accessibility for people with disabilities will reflect Oxford's commitment to providing accessible services.

Definitions
"disability" means,

(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) a workplace injury or disability for which benefits were claimed or received under the provincial Workers Compensation program.

"assistive device" means a tool, technology or other mechanism that enables a person with a disability to perform everyday tasks and activities such as moving, communicating or lifting.

"service animal" is an animal used by a person with a disability and for which it is either (i) readily apparent that it is used for that purpose or (ii) for which the person has a letter from a physician or nurse verifying that the animal is required for reasons relating to his or her disability.

"support person" means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services.

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

Communication
Oxford will communicate with people with disabilities in ways that take into account their disability. If any Oxford employee receives a request from a disabled person, the employee should make all reasonable efforts to accommodate the request. Should the employee not be able to accommodate the request, the issue must be brought to the attention of the employee's manager in order that the concern is addressed appropriately.

Service Animals
Oxford welcomes people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public and to the extent permitted by law.

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

Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Oxford will notify customers promptly by posting a notice. 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 placed at all impacted locations in advance of the disruption if possible. Oxford will ensure that all employees who are affected by this temporary disruption will be notified.

Training for Employees
Oxford will provide training to all employees, and others who deal with the public or other third parties on their behalf. Training will also be provided to every person who participates in developing Oxford's policies, practices and procedures governing the provision of services to members of the public or other third parties.

Training will include:

. An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
. Oxford's Accessible Customer Service policy
. 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 onsite or otherwise that may help with providing goods or services to people with disabilities
. What to do if a person with a disability is having difficulty accessing Oxford's services

Employees will also be trained when changes are made to Oxford's Accessible Customer Service plan.

Manager's Responsibilities
. Ensure that a copy of this policy and all other related policies are provided to and reviewed with each new employee within one month of their start date.
. Inform and train their employees on the specific accessibility devices, considerations and procedures at their specific location within one month of the policy's effective date November 15, 2011 or within one month of their start date.
. Immediately document and track training completed by each of their employees regarding the Accessible Customer Service Policy.
. Comply with the policy

Employee's Responsibilities
. Read and understand Oxford's Accessible Customer Service Policy within one month of the policy's effective date of November 15, 2011, or within one month of their start date.
. Complete the training associated with the Accessible Customer Service Policy within one month of the policy's effective date of November 15, 2011, or within one month of their start date.
. Comply with the policy

Feedback Process
Anyone who wishes to provide feedback on the way Oxford provides services to people with disabilities can do so in person, by email, or in writing or by any other means, as required.

All feedback will be directed to Ann Clavelle, Senior Vice President, Human Capital Management. Oxford commits to responding to all concerns in a timely manner. The feedback will be provided in a format that considers any accommodation required due to a disability. Complaints will be addressed according to Oxford's regular complaint management procedures.

Policy Enforcement
Oxford reserves the right to take corrective action if any employee breaches this policy. Any employee found in violation of this Policy may be subject to discipline up to and including dismissal.

Accessible Customer Service
Oxford is committed to providing services that are accessible to everyone. Please contact our Human Capital Management department at (416) 865-8300 or info@oxfordproperties.com if you would like a copy of our Accessible Customer Service Policy and/or would like to request it in an accessible format. Alternatively, you can write to us at:

Oxford Properties Group
Royal Bank Plaza, North Tower
200 Bay Street, Suite 900
Toronto, ON M5J 2J2
Attention: Human Capital Management