Providing Goods and Services to Clients with Disabilities
The Pharmacy Examining Board of Canada (PEBC) provides excellence in assessment of pharmacy professionals. In providing its services, PEBC is committed to openly communicating with and responding to its clients’ needs, including individuals with disabilities, while respecting the principles of independence, dignity, integration and equality of opportunity.
Below is PEBC’s policy reflecting our commitment to the Ontario Government’s Accessibility Standards for Customer Service, which was established under Ontario Regulation 429/07. The Customer Service Standard is the first accessibility standard under the Accessibility for Ontarians with Disabilities Act, 2005.
Our Commitment
The Pharmacy Examining Board of Canada (PEBC) is committed to providing excellence in serving our clients, including individuals with disabilities, whether apparent or not, in compliance with AODA and the Ontario Human Rights Code.
Communication
PEBC communicates and interacts with clients with disabilities in ways that consider their disability in the provision of goods and services. PEBC staff will be trained on how to communicate and interact with people with various types of disabilities.
Upon request, publications/information can be provided in alternative formats, in a timely manner, and as practicable. Such requests may be made by email at pebcinfo@pebc.ca or telephone at 416-979-2431.
PEBC is committed to providing accessible telephone service to all members of the public. Staff shall communicate in plain language and speak slowly and clearly.
The PEBC website offers features such as font size adjustments, toggling for contrast and closed captioning on videos where applicable. Content is keyboard accessible, void of flashing or animations and easily navigable. PEBC can be contacted for additional assistance, as required.
Where accommodations are required for examinations, the process is outlined on the PEBC website in the Exam Accommodations section.
Assistive devices
PEBC is committed to allowing our clients with disabilities to use the necessary assistive devices when accessing our services. In situations where the assistive device presents a safety concern or where accessibility may be an issue, other reasonable measures are considered in how best to provide the services, if deemed possible. Staff are trained to become familiar with the various assistive devices that may be used by persons with disabilities, as required.
Use of support persons and service animals
PEBC is committed to welcoming clients with disabilities who are accompanied by support persons to our premises. Any person with a disability who is accompanied by a support person shall be allowed to enter PEBC premises with their support person. The person will have access to their support person while at the PEBC premises.
PEBC is committed to welcoming persons with disabilities who are accompanied by a service animal to areas of the premises, as permissible, or provide alternative means to avail of PEBC’s services.
Notice of temporary disruption
Should there be a planned or unexpected disruption in services or facilities used by people with disabilities, PEBC will provide notice of the disruption. The notice will include information regarding the reason for the disruption, its anticipated duration and what the alternative facilities or services will be, if available. Such notice will either be posted on the premises, and emailed to staff, or communicated by alternate means, as applicable and reasonable. For additional assistance if required in the lobby of the office building, the concierge may contact PEBC reception to make other arrangements.
Training for staff
PEBC is committed to providing training to all current (refresher, if necessary) and new employees (as soon as practicable) who deal with members of the public or third parties. The training will include the following:
- The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard.
- How to interact and communicate with persons with various types of disabilities.
- How to interact with persons with disabilities who use an assistive device or require assistance of a guide dog or other service animal or the assistance of a support person.
- Availability of assistive devices.
- What to do if a person with a disability is having difficulty in accessing PEBC’s services.
Training will be provided on any updates to policies, practices and procedures related to the provision of services to persons with disabilities.
Feedback process
In an effort to ensure PEBC is providing the level of service expected by persons with disabilities, PEBC welcomes and appreciates feedback on how well these expectations are being met.
Please contact us with your feedback by any of the following methods:
Mail: Accessibility Feedback, The Pharmacy Examining Board of Canada, 200 – 59 Hayden Street, Toronto, ON M4Y 0E7
Email: pebcinfo@pebc.ca
Telephone: 416-979-2431 – Monday to Friday (9:00 am to 12:00 pm and 1:00 pm to 4:00 pm Eastern Time)
If an alternate format to provide feedback is required, PEBC can be contacted by any of the above methods and will endeavour to provide the appropriate means, in a timely manner.
All feedback will be directed to the Human Resources Specialist or the Senior Manager – Office Operations and HR. Wherever possible, complaints will be addressed as soon as possible, depending on the nature of the feedback and resources available.
All questions and complaints will be acknowledged within two to three business days if received verbally or by email, and within five business days of receipt if received by mail. The acknowledgement will notify by when to expect a response. PEBC will endeavor to provide the response in an accessible format.
Modifications to this or other policies
PEBC is committed to ensuring accessible customer service policies that respect and promote the independence and dignity of all persons with disabilities. Any changes to these policies will carefully consider the impact to persons with disabilities before implementation. All PEBC policies will respect and promote the independence and dignity of persons with disabilities.
Questions about this policy
This policy’s primary purpose is to deliver service excellence to clients with disabilities. Any questions regarding this policy may be directed to the Human Resources Specialist or the Senior Manager – Office Operations and HR at pebcinfo@pebc.ca or by calling 416-979-2431.