AODA – Policies and Procedures

Providing goods, services or facilities to people with disabilities

Moriyama Teshima Architects is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

Moriyama Teshima Architects understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.

Moriyama Teshima Architects is committed to complying with both the Ontario Human Rights Code and the AODA.

Moriyama Teshima Architects is committed to excellence in serving all clients including people with disabilities.

Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

Assistive devices

People with disabilities may use their personal assistive devices when accessing our facilities.

In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our facilities.

We will ensure that our staff members are trained and familiar with various assistive devices we have on site or that we provide that may be used by clients with disabilities while accessing our facilities.


We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with clients/consultants/public on how to interact with and communicate with people with various disabilities.

We will work with the person with a disability to determine what method of communication works for them.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on all parts of our premises.

A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

A regulated health professional is defined as a member of one of the following colleges:

  • College of Audiologists and Speech-Language Pathologists of Ontario
  • College of Chiropractors of Ontario
  • College of Nurses of Ontario
  • College of Occupational Therapists of Ontario
  • College of Optometrists of Ontario
  • College of Physicians and Surgeons of Ontario
  • College of Physiotherapists of Ontario
  • College of Psychologists of Ontario
  • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

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.


Moriyama Teshima Architects will provide accessible customer service training to:

  • all employees and co-op students
  • anyone involved in developing our policies

Staff will be trained on accessible customer service within 6 months after being hired.

Training will include:

  • purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Moriyama Teshima Architect’s policies 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, services or facilities to people with disabilities. These include:
  • Hydraulic lift located at the side entrance.
  • what to do if a person with a disability is having difficulty in accessing Moriyama & Teshima Architects’ facilities

Staff will also be trained when changes are made to our accessible customer service policies.

Recruitment Standards

Moriyama Teshima Architects is committed to ensuring that reasonable accommodations are made to persons with disabilities during recruitment and assessment processes. We welcome and encourage applications from people with disabilities, and accommodations are available upon request for candidates taking part in all aspects of the selection process.

Feedback process

Moriyama Teshima Architects welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

Clients will be notified of how to provide feedback through Moriyama & Teshima Architects’ website.

Clients who wish to provide feedback on the way Moriyama & Teshima Architects provides services to people with disabilities can provide feedback in the following ways:

  • Moriyama Teshima Architects Facebook page
  • Moriyama Teshima Architects Twitter feed
  • Contacting our HR department via email or telephone
  • In person (by visiting our office)
  • By mail to 117 George St, Toronto, ON, M5A 2N4

If the individual providing feedback wishes to be contacted, they must provide their name and contact information. Complaints will be addressed by Human Resources and/or Partners. Where appropriate, an investigation into a complaint may be conducted. If the individual making the complaint so requests, the individual will receive a response to his or her complaint from Human Resources and/or Partners.

Moriyama Teshima Architects will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

Notice of availability of documents

Moriyama Teshima Architects will notify the public that documents related to accessible customer service are available upon request by posting a notice in the following location:

  • Moriyama Teshima Architects’ website

Moriyama Teshima Architects will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.

Modifications to this or other policies

Any policies of Moriyama Teshima Architects that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.