Providing Goods and Services to People with Disabilities
The Amalgamated Transit Union, Local 113 (“ATU Local 113”) is committed to excellence in serving all members and third parties including people with disabilities.

Assistive devices
We will ensure that our employees are trained and familiar with various assistive devices we have on site or that we provide that may be used by members or third parties with disabilities while accessing our goods or services.

We will communicate with people with disabilities in ways that take into account their disability.

Service animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our 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 our premises. Fees will not be charged for support persons.

Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for members or third parties with disabilities, ATU Local 113 will notify members and third parties 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.

The services/facilities include our office at 812 Wilson Avenue in Toronto (“the Union office”). The notice will be made publicly available at the Union office and on our website (

ATU Local 113 will provide accessible customer service training to employees, volunteers and others who deal with members, the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

Individuals in the following positions will be trained:

  • Executive Board members
  • Staff members

Employees will be trained on Accessible Customer Service within 120 days 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
  • ATU Local 113’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 ATU Local 113’s goods and services.

Employees will also be trained when changes are made to our accessible customer service plan.

Feedback process
Members and third parties who wish to provide feedback on the way ATU Local 113 provides goods and services to people with disabilities can provide feedback in the following ways:

All feedback, including complaints, will be reviewed by one of the “Top 5” Executive Board members, who may refer the issue(s) to legal counsel. Members and third parties can expect to hear back in 14 days.

Notice of availability
ATU Local 113 will notify the public that our documents related to accessible customer service are available upon request by posting a notice at the Union office.

A copy of this policy is available on our website at

Modifications to this or other policies
Any policy, practice or procedure of ATU Local 113 that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.