1. Accessibility for Ontarians with Disabilities Act (AODA)

1.1. Accessibility

At Crocoran Horizon Realty (referred to ‘CHR’), our commitment revolves around delivering goods and services in a manner that upholds the dignity and independence of individuals with disabilities. We aim to provide equal access to our offerings, ensuring that individuals with disabilities can avail themselves of our services in a manner comparable to other customers, both in place and method.

To align with the Accessibility for Ontarians with Disabilities Act, 2005, we've established policies and procedures adhering to the mandated Accessibility Standards for Customer Service. CHR endeavors to accommodate the requirements of individuals with disabilities, within reasonable limits and in accordance with the law. This policy is designed to fulfill the Integrated Accessibility Standards Regulation (IASR) stipulated under the Accessibility for Ontarians with Disabilities Act, 2005.

1.2. Accessibility Plans & Polices

CHR is dedicated to upholding the dignity and independence of all individuals. We firmly believe in inclusivity and providing equal opportunities for everyone. Our commitment involves promptly addressing the needs of individuals with disabilities by proactively removing barriers to accessibility and complying with the Accessibility for Ontarians with Disabilities Act's accessibility requirements.

1.3. Alternative Formats

For additional details regarding the content on this website, inquiries about our business operations, or requests for documents in an alternate format, please reach out to our accessibility department at 519-804-4000 or via email at

1.4. Accessibility Feedback

At CHR, we value your input regarding the accessibility of our services for individuals with disabilities. Our commitment to accessibility spans across various service areas, including information, communication, facilities, and customer service. As we aim for excellence in our services, your feedback remains crucial in our ongoing efforts to enhance the quality of our offerings. We encourage you to share your accessibility feedback, comments, concerns, and suggestions through the following channels:


Phone: 519-804-4000

Mail: 618 King St. W., Kitchener ON N2G 1C8

2. Accessibility for Persons with Disabilities Policy

CHR is dedicated to delivering exceptional customer service in a manner that upholds dignity, respect, and aligns with legislative obligations. The Accessibility for Ontarians withDisabilities Act (AODA), enacted in 2005, aims to achieve accessibility throughout Ontario by 2025. The Accessibility Standard for Customer Service, applicable to all Ontario businesses with one or more employees, underpins our commitment to providing outstanding service to all individuals. This policy extends to encompass all Canadian employees and business lines within the Company.

CHR is firmly dedicated to delivering its goods and services in a manner that upholds the dignity and independence of individuals with disabilities. We are equally committed to ensuring individuals with disabilities have equitable access to our offerings, allowing them to avail themselves of our services in a manner that mirrors the experiences of other customers, both in terms of location and approach.

2.1. Providing Goods and Services to People with Disabilities

CHR remains steadfast in its commitment to delivering exceptional service to all customers, including individuals with disabilities, and will fulfill its duties and obligations in the following areas:

Communication - CHR is dedicated to engaging with individuals with disabilities in a manner that acknowledges and accommodates their specific needs. Our staff undergoes training to effectively communicate and interact with customers who have diverse types of disabilities.

Telephone Services - CHR is devoted to delivering fully accessible telephone services to our valued customers. Our staff receives training to communicate over the phone using clear and straightforward language while speaking distinctly and at a moderate pace. Additionally, if telephone communication isn't suitable for a customer's specific needs or isn't accessible, we will offer alternative communication methods to ensure effective interaction.

Websites and Web content - CHR will actively oversee the development of new websites and web content, including those undergoing substantial updates, to align with the WCAG 2.0 Level A standards mandated by AODA.Continuously, CHR will maintain a systematic approach to validate these requirements whenever new content or websites are created or when existing content undergoes significant updates.

2.2. Use of Service Animals and Support Persons

Service Animals - We are dedicated to accommodating individuals with disabilities who are accompanied by service animals in the areas of our premises accessible to the public and other external parties. Additionally, we will ensure that our staff, volunteers, and individuals interacting with the public undergo proper training on how to effectively engage with individuals with disabilities accompanied by service animals.

Support Persons - Our commitment includes ensuring individuals with disabilities, accompanied by a support person, receive a warm welcome upon entering our Company premises. It is our policy to allow individuals with disabilities, accompanied by their chosen support person, access to our facilities.In situations involving private discussions concerning the individual with a disability, our protocol necessitates obtaining consent from the person with a disability before engaging in such discussions while their support person is present. This approach ensures a respectful and confidential environment for addressing personal matters, prioritizing the individual's privacy and preferences.

2.3. Notice of Temporary Disruption

CHR is committed to informing customers promptly about any scheduled or unforeseen disruptions in facilities or services typically utilized by individuals with disabilities.This notification aims to detail the cause of the disruption, its expected duration, and alternative facilities or services, if viable options exist. These notices will be prominently displayed in conspicuous areas on CHR's premises, whether owned or operated by the service provider.In instances of unanticipated disruptions, our priority is to provide notification as promptly as possible to ensure individuals with disabilities are well-informed. This proactive approach enables us to maintain transparency and assist our customers in planning accordingly during unexpected situations.

2.4. Training for Staff

At CHR, we are dedicated to providing comprehensive training to all employees and staff, including individuals involved in policy development or service provision on behalf of CHR. This training encompasses the guidelines outlined in the Accessibility for Ontarians with Disabilities Act (AODA) and aligns with the Ontario Human Rights Code concerning individuals with disabilities, as mandated by AODA.

The training's content and delivery are tailored to suit the specific job roles of employees and staff, a process overseen in collaboration with our Human Resources department.

New hires undergo training promptly upon joining CHR, while ongoing training occurs periodically, particularly when updates or modifications are made to CHR's policies or procedures governing the accommodation of persons with disabilities in the provision of goods or services.

2.5. Employment

CHR upholds inclusive employment practices by eliminating barriers that may hinder the recruitment, retention, and advancement of colleagues with disabilities. To integrate accessibility into our employment practices, we have implemented the following measures:


  • Job postings and the corporate website explicitly mention the availability of accommodation during the recruitment process upon request.
  • Accommodation availability for applicants with disabilities is specified in recruitment-related materials and during interview and assessment scheduling.
  • For applicants requesting accommodation, consultations are held to provide suitable arrangements based on individual needs.
  • Successful applicants are informed about our policies for accommodating colleagues with disabilities when offering employment.
  • Colleagues handling recruitment, assessment, selection, and onboarding receive appropriate training to effectively fulfill accommodation requests.


  • Existing orientation and onboarding processes are reviewed and, if needed, adjusted to ensure new colleagues receive information about our accessibility policies.
  • Procedures are outlined for documenting and updating individual accommodation plans, addressing assessment, colleague participation, and providing plans in accessible formats.
  • Managers and colleagues supporting the accommodation plan process receive relevant training on a scheduled basis to ensure ongoing effectiveness.

Return to Work from Disability-Related Leaves:

  • Existing return-to-work processes for colleagues requiring accommodation post-disability-related leaves are reviewed, documented, and potentially modified.
  • Documented individual accommodation plans become part of the return-to-work process.
  • Managers and colleagues involved in the return-to-work process for accommodating colleagues receive specialized training on an ongoing basis.

Performance Management, Career Development, and Redeployment:

  • Current performance management, career development, and redeployment procedures are assessed and adjusted to account for the accessibility needs and individual accommodation plans of colleagues with disabilities.
  • Training is developed and provided to managers and relevant colleagues involved in these processes to ensure compliance and alignment with the established protocols on an ongoing basis.

2.6. Modifications to this or Other Policies

CHR commits to reviewing and revising this Plan at least once every five years. During each revision, any new accessibility policies or practices adopted by CHR aligned with this Plan or otherwise, will be incorporated into the updated version.

2.7. CHR Offices and Premises

CHR is committed to complying with the Design of Public Spaces Standard concerning any newly constructed or redeveloped spaces designated for public use, as outlined in the IASR Regulation. This includes the following guidelines:

  • Outdoor eating areas will have a minimum of 20% of tables (minimum one table) designed with knee and toe clearance, clear ground space around them, and approachable surfaces that are level, firm, and stable.
  • Sidewalks, walkways, and ramps in outdoor spaces will feature surfaces that are firm and stable.
  • Off-street parking will offer signed spaces and access aisles for individuals with disabilities, including van accessible spaces.
  • Waiting areas with fixed seating will have at least one space accommodating a person using a mobility aid.
  • Procedures are in place in our multi-year plan for both preventative and emergency maintenance of accessible elements in public spaces, along with strategies for managing temporary disruptions when these elements are not in working order.

3. Multi-Year Accessibility Plan

This accessibility plan outlines the policies and actions that CHR will out in place to improve opportunities for people with disabilities.

3.1. 2024

Technological Accessibility Integration

  • Explore and adopt assistive technologies and tools that enhance accessibility in digital communications and interactions with customers or employees.
  • Conduct an audit of digital platforms and implement necessary updates to ensure compatibility with assistive devices.

Budget Allocation and Resource Planning

  • Explore budgetary provision and allocate resources for potential accessibility-related enhancements

3.2. 2025

Preventative Maintenance Plan

  • Develop a detailed preventive maintenance plan specifically addressing accessible elements such as ramps, accessible parking, waiting areas and other facilities. Schedule routine inspections and maintenance checks to identify potential issues before they escalate into emergencies

Emergency Response Training

  • Implement training sessions for maintenance personnel on prompt and effective responses during emergencies impacting accessible elements

3.3. 2026

Enhanced Customer Service Guidelines

  • Develop advanced industry related training modules focused on handling complex accessibility scenarios and interactions with customers requiring specific accommodations

Accessibility Audit and Reporting

  • Conduct a comprehensive accessibility audit across all company facilities, services, and digital platforms to identify potential areas for improvement.
  • Establish a structured reporting system to track progress, document audit findings, and implement corrective measures based on audit outcomes