Lead the Way.ca
carf Canada


Lead the Way is committed to excellence in serving all clients including people with disabilities.

In accordance with the Accessibility for Ontarians with Disabilities Act (2005) Lead the Way is compliant with requirements under the Customer Service Standard of the Act. 

Accessibility Plan

Lead the Way has an accessibility plan for all identified barriers which will include actions to be taken and timelines for steps to decrease or remove identified barriers. The plan will be monitored and updated at least annually including progress made in the removal of identified barriers and addition of any further areas requiring improvement. An annual review/accessibility checklist will be completed in order to identify any additional barriers. A copy of the plan can be found here.

Feedback Process & Accommodation Requests

Lead the Way will consider all requests for accommodation. In addition to the specific work and priorities developed by the organization, and outlined in the accessibility plan, there are a number of existing mechanisms and processes by which accessibility issues can be identified and addressed. These include: 

  • Clients and families can contact the organization in writing, by phone, email or simply drop in.
  • Annual clinic inspections take place throughout the year. This is an opportunity to identify issues, and for staff to bring forward their concerns.
  • The organization has a cultural diversity plan and staff are trained in this regard. Issues can be brought forward as a result of this plan.
  • All staff have an opportunity to raise any concerns or special needs that they may identify.
  • Completion of an Accommodation Request Form located at the clinics and here:  Accommodation Request Form   

All requests are reviewed by the organization’s team of Leaders in a timely way to determine if remedial actions are reasonable and appropriate. The team will use criteria including: resources required, achievable given current location and environment etc. If not readily achievable the team will indicate whether it may be achievable in the future or not. For accommodations that cannot be made the organization will assist clients to find other resources that are accessible given their needs.

Assistive devices

We will ensure that our staff are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our 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 into treatment areas if they desire.

Training for staff

Lead the Way will provide training to staff, volunteers and others who deal with the public or other third parties on our behalf. Individuals in the following positions will be trained: Leadership and all administrative, clinical and support staff.


*Modifications to this or other policies: Any policy of Lead the Way that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

**Lead the Way Policies and Procedures related to rights of the person served, clinical services, health & safety, human resources and leadership are in accordance with CARF standards and are available in written or electronic format at clinic locations**

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