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Click here for our Accessibility Feedback Form


  • To address the accessibility requirements of Ontario Regulations 429/07, Accessibility Standards of Customer Service under the Accessibility for Ontarians with Disabilities Act, 2005



These policies and procedures apply to all goods and services that are delivered by Roulston's Pharmacy, by any means including in person, by telephone, electronically, by mail, visually, orally or by written means.

This policy applies to all Roulston's Pharmacy staff, volunteers, and third parties who deal with the public, on behalf of Roulston's Pharmacy.



  • Roulston's Pharmacy is committed to eliminating barriers and improving accessibility for persons with disabilities in a manner that respects dignity, independence, integration and equal opportunity.
  • Roulston's Pharmacy recognizes the diverse needs of all of our customers and staff and will respond by striving to provide services and facilities that are accessible to all.



  • The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) was passed by the Ontario legislature with the goal of creating standards to improve accessibility across the province.
  • The AODA allows the government to develop specific standards of accessibility that are designed to help make Ontario more accessible.
  • One of the specific standards that has been developed, and made law, is the Accessible Customer Service Standard. This standard details specific requirements for all service providers.
  • In general, providers must deliver service in a way that preserves the dignity and independence of people with disabilities. Providers must also integrate services and equal opportunity.


Roulston's Pharmacy shall use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles;

  • The goods or services will be provided in a manner that respects the dignity and independence of persons with disabilities.
  • The provision of goods or services to persons with disabilities, and others, will be integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods or services.
  • Persons with disabilities will be given an opportunity equal to that given to others to obtain, use and benefit from the goods or services.
  • Persons with disabilities may use assistive devices and/or support persons in the access of goods and services.
  • That Roulston's Pharmacy's employees when communicating with a person with a disability shall do so in a manner that takes into account the person's disability.



Roulston's Pharmacy shall meet its duties and responsibilities under the Ontario Regulation 429/07 by adhering to the following principles and practices:

1. Training

Training is required for those employees, volunteers or third parties that interact with the public on behalf of Roulston's Pharmacy, or who are involved in developing policies, practices and procedures. The required training must include information on how to communicate and interact with people with disabilities, how to interact with people who have an assistive device, service animal or support person, how to utilize assisted devices that are available on Roulston's Pharmacy premises, and what to do if a person has difficulty accessing Roulston's Pharmacy Services.

The training will include the core principles of customer service as set out by Roulston's Pharmacy which include: dignity, equity, inclusion, independence, integration, sensitivity and equality.

A training program will be implemented which will ensure compliance and meet the needs of various departments and employee groups. Roulston's Pharmacy will keep detailed records of the training provided for reporting purposes.


2. Assistive Devices

The use of assistive devices by persons with disabilities to obtain use or benefits from Roulston's Pharmacy's good or services is recognized unless otherwise prohibited due to health and safety or privacy issues.

It is the responsibility of the person with a disability to ensure that their assistive device is operated in a safe manner at all times.


3. Service Animals

Persons with disabilities are permitted to be accompanied by their service animal and keep that animal with them in areas/premises that are open to the public, when accessing goods or services provided by Roulston's Pharmacy, unless the animal is otherwise excluded by law.

Should a service animal be excluded from the premises then Roulston's Pharmacy shall ensure that other measures are available to enable the person with the disability to obtain, use or benefit from the good and/or services.

Section 4(9) of the Accessibility Standards on Customer Service indicates that an animal is a service animal if (1) it is readily apparent that the animal is being used for reasons related to a person's disability; or (2) if the person provides a letter from the doctor or nurse confirming that the animal is required for reasons relating to the disability.

It is the responsibility of the person with a disability to ensure that his or her service animal is kept in control at all times.


4. Support Persons

Persons with disabilities are permitted to be accompanied by their support person when accessing goods or services provided by Roulston's Pharmacy.

If a person with a disability is accompanied by a support person, the provider of goods or services shall ensure that both persons are permitted to enter the premises together and that the person with a disability is not prevented from having access to the support person while on the premises. If there is confidential information to be disclosed, consent must be received from the person with the disability.


5. Service Disruptions

In the event of a planned service disruption to one of the store locations, notice of disruption shall be provided in advance.

Notice of the disruption will include information about the reasons for the disruption, its anticipated duration and a description of alternative services that may be available.

Notice may be given by posting the information on the premises or posted on Roulston's Pharmacy's website or by other such method as is reasonable under the circumstances.

In the event of an unexpected disruption, notice will be provided as soon as possible.


6. Feedback Process

Roulston's Pharmacy will maintain a feedback process to enable customers to comment on the provision of goods and services to persons with disabilities. Feedback from the public is welcomed as it may identify areas that require change and encourage continuous service improvements.

Feedback shall be received in any form (in person, by telephone, in writing, fax or in electronic form including e-mail) and all such feedback will be logged for reporting purposes.

All feedback will be kept in strict confidence and used to improve customer service.

Information about the feedback process will be readily available to the public and notice of the process will be provided on Roulston's Pharmacy's website and/or in each store location.


7. Contact Information

Anyone with compliment, complaint, question or concern about the Policy, Training Materials or Protocol may contact us in writing, by e-mail, by telephone or online with our (Accessible Feedback Form)

Operations Manager
Roulston's Pharmacy
17 Norfolk Street
Simcoe, ON  N3Y 2V8

Cell:                 519 427-6018


8. Notice of Availability of Documents

Roulston's Pharmacy will post notice on its website that this policy and any other documents required by Ontario Regulation 429/07 will be made available to anyone upon request.


9. Alternate Formats

All documents required by the Accessilbility Standads for Customer Service, including Roulston's Pharmacy's Accessible Customer Service Policy, notices of temporary service disruptions, training records and written feedback process are available upon request. Roulston's Pharmacy is required to provide copies of documentation to a person with a disability. Roulston's Pharmacy will take into consideration the person's disability and provide the document in an appropriate format that is deemed suitable and agreed upon by the persons with a disability.



Roulston's Pharmacy (including all departments and staff) is responsible for:

  • Ensuring compliance with the Ontario Regulation 429/07, Accessibility Standards for Customer Service
  • Including accessibility in annual planning processes
  • Budgeting for accessibility requirements
  • All staff attendance at required training
  • Communicating, coordinating and/or providing service to a person with a disability regarding the use, or who may use a, service animal, support person or assistive device
  • Providing notification of service disruptions
  • Providing all documentation in appropriate formats upon request by a person with a disability.
  • Coordinating and maintaining training records
  • Establishing and maintaining an ongoing training program to ensure that all staff are trained in providing Accessible Customer Service as part of the corporate orientation process
  • Communicating to all departments regarding all requirements under the regulation
  • Monitoring the progress of legislative requirements in order to ensure compliance
  • Reporting to the Ministry of Community and Social Services on compliance requirements
  • Communicating all policies, procedures and practices to staff
  • Ensuring compliance with the Ontario Regulation 429/07, Accessibility Standards for Customer Service


We will make written communications and other forms of communication accessible upon request.
Pharmacy Service