Accessible Customer Service Plan

Commitment to Customer Service

The STAR Family Health Team is committed to providing barrier-free Customer Service.


In the event of a planned or unexpected distruption to services of facilities for customers with disabilities, notice will be provided regarding affected areas, reason, expected duration and alternative access.  These areas could include automatic doors, elevators, receptions, training or meeting facilities, offices or kitchen. The STAR FHT will notify customers promptly and appropriately. This includes notices on assistive devices or equipment, front door, facility doors or windows, reception, waiting areas or on the STAR FHT website (

Employee Training

STAR FHT will provide training to employees, volunteers and others who deal with the public or other representatives.  Training will be provided to all employees, volunteers, contractors, interns and coop students.  This training will be offered subsequently through regular orientation.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act and the requirements of the Customer Service Standard.
  • STAR FHT’s plan related to the Customer Service Standard.
  • How to properly interact and communciate with people with various types of disabilities and those who use an assistive device or require the assistance of a service animal or support person.
  • Information and instruction on STARFHTs equipment or devices available on-site or otherwise that may help with providing goods or services to people with disabilities.  These may include but are not limited to accommodations such as automatic doors, accessible washrooms, phones and phone devices, presentation tools, elevators, security.
  • STAR FHT’s commitment to assist with access to the STAR FHT’s services.

Feedback Process

Customers who wish to share feedback to STAR FHT regarding provision of services to people with disabilities can provide comments to any representative of STAR FHT.  This may be offered directly, verbally or otherwise, by phone, email, letter or website contact c/o  All feedback will be received by the Executive Director for consideration or response within 5 days.  Should a complaint be received, it will be addressed according to STAR FHT’s regular management procedures.


All policies of the STAR FHT will continue to be improved and updated to ensure to respect the dignity and independence of people with disabilities and all customers that we serve.

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