Legal

Accessible Customer Service Policy

How RM Stone Design Inc. serves people with disabilities — on the phone, in writing, and in person at a site visit.

Effective date: 30 September 2026.

Policy statement

RM Stone Design Inc. is committed to providing its services in a way that respects the dignity and independence of people with disabilities. We aim to give people with disabilities the same opportunity as everyone else to obtain, use and benefit from our services, in the same place and in a similar way, unless an alternative is needed to make that possible.

This policy is made under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the Customer Service Standards in the Integrated Accessibility Standards Regulation (Ontario Regulation 191/11). It applies to everyone who deals with the public on our behalf.

How this website itself is built for accessibility is described separately in our accessibility statement.

Communication

We communicate with people with disabilities in ways that take their disability into account. You can reach us by phone, through the website form, or in writing, and we will work with you to find the method that suits you — for example, following up a call in writing, using plain language, or speaking with a person you have asked to help.

Assistive devices

You are welcome to use your own personal assistive devices — a mobility aid, hearing aid, communication device, screen reader or anything else — when dealing with us. If a device cannot be used in a particular situation, for example on an active construction site where it would not be safe, we will talk with you about another way to provide the service.

Service animals

A person accompanied by a service animal is welcome to keep the animal with them in any part of premises we operate that is open to the public, and at any meeting with us, unless the animal is excluded by law. Where an animal is excluded by law, we will explain why and arrange another way to serve you.

If it is not readily apparent that an animal is a service animal, we may ask for documentation from one of the regulated health professionals listed in the regulation confirming that you need it for reasons relating to a disability.

Active work areas can be hazardous to animals and people alike, so we may ask that a service animal stay clear of machinery or open excavation for its own safety, while making sure you are still able to take part fully.

Support persons

A person with a disability who is accompanied by a support person is welcome to have that person with them at any meeting, site visit or discussion with us. We do not charge for a support person’s attendance. If confidential information is going to be discussed, we may ask for your consent to discussing it with the support person present.

Notice of temporary disruptions

If a service that people with disabilities rely on to reach us — such as our phone line or the website contact form — is going to be unavailable, we will give notice of the disruption, the reason for it, how long it is expected to last, and the alternatives available. Notice will be posted on this website and, where possible, given directly to anyone with an appointment affected by it. Unplanned disruptions will be announced as soon as reasonably possible.

Training

Everyone who deals with the public on our behalf, and everyone involved in developing our customer service policies, is to receive training on accessible customer service. Training covers:

the purposes of the AODA and the requirements of the Customer Service Standards;
how to interact and communicate with people with various types of disabilities;
how to interact with people who use assistive devices or are accompanied by a service animal or support person;
what to do if a person with a disability is having difficulty accessing our services; and
this policy and any changes to it.

Training is provided as soon as practicable after a person takes on those duties, and again whenever this policy changes.

Feedback

We welcome feedback on how we provide services to people with disabilities. You can give it:

by phone at (416) 841-4164;
through the contact form;
in writing to the address below; or
in person, to anyone from the company you are dealing with.

Feedback can be anonymous. If you leave contact details, we will acknowledge your feedback, tell you what we intend to do about it, and respond in a format that is accessible to you. Complaints are reviewed by the company’s management.

Alternative formats

This policy, and any other document we publish, is available in an accessible format or with communication support on request, at no cost. We will work with you to provide it in a way that takes your needs into account, in a timely manner.

Changes to this policy

We will not change this policy without considering its effect on people with disabilities. Any policy of ours that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Contact

RM Stone Design Inc.
4 Cedar Ave, Thornhill, ON L3T 3M5
(416) 841-4164