Accessible Customer Service Plan

This policy has been adopted to ensure the seamless provision of goods and services to people with disabilities. NovaVive Inc. is committed to excellence in serving all customers, including those with disabilities.

Assistive devices

NovaVive will ensure that its staff are trained and familiar with any assistive devices available on site that may be used by customers with disabilities while accessing the Company’s goods or services.


NovaVive will communicate with people with disabilities in ways that take into account their disability(ies).

Service animals

NovaVive welcomes people with disabilities and their service animals. Service animals are allowed on the parts of Company 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 Company premises.

Fees will not be charged for support persons.

NovaVive will notify customers of this by posting a notice on the Company’s website ( and on the bulletin board in the head office building.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, NovaVive will notify customers 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, if available.

Services/Facilities include: Head office building at 19 Newberry Street, Unit A, Belleville, Ontario.

The notice will be made publicly available on the Company website ( and on the bulletin board in head office building.


NovaVive will provide accessible customer service training to employees, volunteers and others who deal with the public or other third parties on the Company’s behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of goods and services.

Staff will be trained on Accessible Customer Service within one month after being hired.

Training will include:

•           An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
•           NovaVive’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 the equipment or devices available on-site 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 in accessing NovaVive’s goods and services

Staff will also be trained when changes are made to the Company’s accessible customer service plan.

Feedback process

Customers who wish to provide feedback on the way NovaVive Inc. provides goods and services to people with disabilities can provide feedback by calling 613-771-1146 or by emailing

All feedback, including complaints, will be directed to the Vice-President of Operations for review and response.

Customers can expect to hear back in 2 business days.

Notice of availability

NovaVive will notify the public that our documents related to accessible customer service, are available upon request by posting a notice on the Company website ( and on the bulletin board in the head office building.

Modifications to this or other policies

Any policy, practice or procedure of NovaVive Inc. that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed