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Our internet websites and web content controlled either directly by The Lung Association – Ontario or through a contractual relationship that allows us to sufficiently modify the product, will conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level A. The site is designed to function seamlessly with a variety of assistive technologies to ensure the needs of all online visitors are met. The website is also responsive on all platforms including desktop, mobile and tablet.
Statement of Commitment: The Lung Association – Ontario believes in equal opportunity and is committed to providing a barrier-free environment that allows all people to maintain their independence and dignity.
As an organization, we respect and uphold the requirements set forth under the Integrated Accessibility Standards Regulation and the Accessibility for Ontarians with Disabilities Act (2005) and its associated Regulations and strive to meet the needs of individuals with disabilities in a timely and effective manner.
TLA is committed to excellence in serving all customers including persons with disabilities and we will carry out our functions and responsibilities in the following areas:
TLA will communicate with persons with disabilities in ways that take into account their disability. This means employees will communicate in a means that enables persons with disabilities to communicate effectively for purposes of using, receiving and requesting TLA publications, services and facilities.
We will train our service staff on how to interact and communicate with our diverse user community and people with various types of disabilities.
TLA is committed to providing accessible telephone service to the public and other third parties.
We will offer to communicate with customers by email, mail, and any other means available or any other service that is available if telephone communication is not suitable to their communication needs or is not available.
We will ensure that our staff responsible for customer interaction is familiarized with various assistive devices that may be used by customers with disabilities while accessing our programs and services.
We are committed to providing accessible invoices to all of our customers. Invoices can be provided upon request in formats such as: hard copy, large print, email, etc. We will answer any questions customers may have about the content of the invoice in person, by telephone or email.
Use of service animals and support persons
We are committed to welcoming persons with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with persons with disabilities who are accompanied by a service animal.
Any person with a disability who is accompanied by a support person will be allowed to enter TLA with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
Fees will not be charged for support persons for admission to special functions/productions on TLA’s premises or to functions/productions for which TLA is directly responsible.
Notice of temporary disruption
TLA will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by persons with disabilities. This notice will include information about the reason for the disruption, the anticipated duration, and a description of alternative facilities or services, if available.
The notice will be placed at all public entrances and service counters on TLA premises.
Training for Staff
TLA will provide training to all employees who deal with the public or other third parties on their behalf and all those who are involved in the development and approvals of customer service policies.
Training will include:
• The purpose of the AODA and the requirements of the customer service standard and the TLA policies related to this standard
• How to interact and communicate with people with various types of disabilities
• What to do if a person with a disability is having difficulty accessing our publications and services (e.g. a public brochure, material on the website)
• How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or a support person
• How to use the equipment or assistive devices available at TLA premises
Applicable employees will be trained on policies, practices and procedures that affect the way products and services are provided to people with disabilities. Employees will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
The Accessibility Multi-Year Plan summarizes TLA’s implementation strategy to prevent and remove barriers and addresses current and future requirements of the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”).
TLA will report annually on the progress and implementation of this plan, post the information on our website and provide alternative formats upon request. TLA will review and update the plan at least once every five years.
The ultimate goal of TLA is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Such feedback may be by telephone, in person, in writing or by email. TLA will make best efforts to provide a response in the same format in which the feedback was received.
Where possible, feedback will be addressed immediately. Some feedback may, however, require more effort to address and may need to be reviewed before an action is taken. TLA will respond within 21 working days.
Feedback may be provided directly to:
The Lung Association – Ontario (TLA)
18 Wynford Dr., Suite 401
1 – 888 – 344 – LUNG (5864)