AODA Policy & Procedures

AODA Policy & Procedures


The purpose of this policy is to ensure all employees understand their roles and responsibilities as they relate to Accessibility of Ontarians with Disabilities.


This policy contains training for employees to achieving full accessibilities by 2025. We have developed standards and are working on the enforcing of these standards. It will teach employees how to interact and communicate with people with various types of disabilities. We will provide instruction on what to do if a person is having difficulty accessing our products or service. We also have feedback forms available for our customers if they choose to fill one out.

Statement of organizational commitment

Millbank Home Bakery & Country Café Ltd. is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.


Millbank Home Bakery and Country Café is committed to providing a workplace where people with disabilities are treated with dignity and respect and have the same access to service as our regular customers.

Definition of a Disability

  • Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the forgoing, including diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, blindness or visual impediment, deafness or a hearing impediment, muteness or physical reliance of a guide dog or other animal, wheelchair or any other device.
  • A condition of mental impairment or developmental disability
  • A learning disability or a dysfunction in one or more processes involved in understanding or using symbols or spoken language.
  • A mental disorder
  • An injury or disability for which benefits were claimed or received under the Workplace Safety and Insurance Act.

Customer Service Principles and Practices

The four principles that must be applied are dignity, independence, integration and equal opportunity. These principles align with our values and should be considered a basic requirement in everything we do.

Dignity – Every customer should be treated with respect and receive the same level of good services and attention.

Independence – Providing independence to all customers which means each customer is given the freedom to do his or her own things without offering unnecessary help or interference to expedite the process.

Integration – All customers are able to access our goods and services in the same way free from separation and barriers.

Equal Opportunity – Employees will ensure that each customer is provided the same opportunities. This does not necessarily mean that all customers will be given the exact same service every single time but rather that employees will recognize and adapt their approach to ensure each customer receives the same value and quality.

Terminology to use with persons with disabilities:

  • Say a “person with a disability” rather than a “disabled person”
  • Say a “person with a physical disability” rather than a “handicapped person”
  • Say a “person with vision loss” rather than a “blind person”

Types of Disabilities

When most people hear the word disability they think of physical disabilities such as an individual who uses a wheelchair. In fact, there are numerous other disabilities including many that are invisible or episodic and disabilities can vary in degree and seriousness. Regardless of the severity of the disability, the many types can be summarized in this list. It is important to note that all disabilities are not visible and you must be aware of how to identify and proceed with knowledge of how to handle all disabilities. Here are some guidelines below:

Best practice tips for assisting people with vision disabilities:

  • Identify yourself so the person knows who is talking, offer assistance, but wait until the person accepts your offer or makes a request.
  • When providing written material, offer to read or summarize it.
  • If you need to leave the person to get something, let them know where you are going and when you will return.
  • Be clear and precise when giving directions, e.g. two steps behind you, to your right and so forth.
  • Before opening the door, ask if they want you to open it. Indicate whether the doors open to the left or right and if it is pulled or pushed.
  • If a person requests assistance with guiding or mobility:
    • Offer your arm, asking which arm is better and ask for further directions on how to proceed.
    • Walk at a pace that works for the person and verbally advise of obstacles and the environment such as; announcing handrails, doors, stairs and describing the surrounding areas.

Best practice tips for assisting individuals that are deaf or hard of hearing:

  • People who are Deaf or hard of hearing may communicate in various ways such as sign language, speech, and writing. Follow the customer’s lead in communicating.
  • If the person writes, respond in writing. Have paper and pen handy if the person gestures they want to write.
  • If the person responds by talking and lip reading, look directly at them and enunciate clearly in a normal tone of voice. Keep your hands or any objects away from your mouth and face. Rephrase or substitute words rather than repeat yourself again and again.
  • Avoid directly asking the person if they lip read as this is culturally offensive to many.
  • Pointing is perfectly acceptable in the Deaf community. Feel free to point products or information.
  • In emergency situations assist the individual in recognizing and responding to the emergency;
  • Persons relying on the use of a hearing aid may find it difficult to hear in a noisy environment, suggest moving to a quieter location.

Best practice tips for assisting individuals who are deaf-blind include:

  • Understand that communication can take some time and be patient;
  • Ask what would make the person the most comfortable and respect his/her needs to the maximum extent possible;
  • Avoid sudden movements or touching of the customer that may catch him/her off guard, unless it is an emergency.

Best practice tips for assisting people with physical disabilities:

  • Always ask before touching or moving any assistive device;
  • Ensure the environment is clear and free of obstacles;
  • If you are providing one-to-one support, consider pulling up a chair and talking to the customer at their eye level.

Best practice tips for assisting people with speech or language disabilities:

  • If you don’t understand, it is okay to ask the person to repeat the information;
  • Consider asking closed-ended questions inviting a “yes” or “no” response;
  • Be understanding and reassuring.

Best practice tips for assisting individuals with mental health disabilities:

  • Listening skills are important when dealing with such situations as you need to understand the real issue to know how you can offer help
  • Ask how you can help and try to work with the person to find a solution
  • Be confident, patient and reassuring

Best practice tips for assisting people with intellectual disabilities:

  • Provide examples when sharing and providing information.
  • Remember that the person can make his or her own decisions.
  • Be patient and verify understanding.
  • Provide information in smaller chunks.

Best practice tips for assisting people with learning disabilities:

  • Respond to any requests for verbal information, assistance in completing forms and tasks with courtesy.
  • If necessary, allow extra time to complete tasks and projects.

Best Practice tips talking to people with disabilities over the phone would include:

  • Speak normally using clear plain language, don’t shout, and listen carefully.
  • Avoid interrupting or interjecting to finish sentences. Patiently wait while the person explains themselves.
  • It is okay to politely ask the person to repeat information, if you do not understand.
  • When using a TTY phone or message relay service, remember to speak as you would normally addressing the person and not the operator

Removing Barriers

Devices in place to remove barriers for all customers:

  • Wheelchair ramp and automatic door opener
  • Wheelchair accessible washrooms
  • Notepads available to written communication
  • Bright Lighting
  • Clear aisles
  • Service animals are welcomed
  • Menu available to read online
  • Telephone & fax communication available

Service Animals

Service animals are welcomed at our facility. Service animals may come in the form of dogs, parrots, monkeys, and other animals.

General Rules for Handling Service Animals would include:

  • Ensure the customer and their service animal are not separated
  • Avoid touching, petting or talking to the animal – when the animal is out with the customer, it is working and should not be distracted
  • Get permission before providing water or anything else to the animal

Identifying a Service Animal

Verification may include:

  • A letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
  • A valid identification card signed by the Attorney General of Canada; or
  • A certificate of training from a recognized guide dog or service animal training school.

What if the animal becomes disruptive or out of control?

It is the owner’s responsibility to maintain control. If the animal is becoming disruptive ask the person if you can do anything to assist them in regaining control – for example, offering them a private location to calm the animal. Remember that you should never touch the animal or have to clean up after it.

Are there locations or areas that the service animal should not be permitted?

Service animals are not allowed in the kitchen or bakery where food is being prepared.

What if another person is severely allergic to the animal?

It is your duty to accommodate both people. The host must check with surrounding guests to ensure they do not have any allergies to the said service animal. If they do, you must accommodate both guests in different sections. Be sure to do the same process in the next section before seating them.

What if a service animal is excluded by law?

Explain to the customer why there animal is prohibited and make arrangements to ensure the customer can still be served. This may include serving them in the pavilion, or in the banquet room if available.

Assistive Devices

Some customers might also need assistive devices to assist them in accessing our goods or services. Assistive devices can enable them to do everyday tasks such as moving, communicating, reading or lifting. Here are a few examples of devices that could be used: white canes, wheelchairs, walkers, listening devices, hearing aids, magnification devices, portable oxygen tanks, laptops with screen-reading software and communication programs, communication boards, smart phones and speech generating devices.

General Tips for Working with Assistive Devices

  • Be open and willing to work with assistive devices
  • Focus on the customer and not the device.
  • Ensure the customer and assistive device have the appropriate amount of space
  • Avoid blocking, knocking or bumping into assistive devices

Feedback Forms

We have Customer Feedback Forms available in the AODA binder by cash, or available by phone or email. When a customer completes the form, management will review and contact customer if necessary. If change is needed we will be sure to proceed with the necessary changes.

Service Disruptions

Disruptions should be communicated, immediately and in a variety of methods: Website, posters, social media.

Tips for Notifying of Disruption in Service

  • Post disruption at the main entrances and at the source of the disruption
  • Phone and/or email a notification to regular customers or customers with reservations
  • Post the service disruption on our website & social media
  • Inform guests of where they can purchase our wholesale products if a disruption occurs


Millbank Home Bakery & Country Café Ltd. is committed to working towards full compliance with current standards of the Accessibility for Ontarians with Disabilities Act (AODA). In doing so, we affirm our commitment to providing quality services in a manner that respects the dignity and independence of persons with disabilities.

Millbank Home Bakery & Country Café Ltd. strives to meet the needs of its employees and customers with disabilities and is working to remove and prevent barriers to accessibility. Our business is committed to fulfilling our requirements under the Accessibility for Ontarians with Disabilities Act.

This Multi-Year Accessibility Plan (2021-2026) outlines the steps Millbank Home Bakery & Country Café Ltd. is taking to meet those requirements and to improve opportunities to provide an accessible province for people with disabilities.

Accessible Emergency Information

  • Millbank Home Bakery & Country Café Ltd. is committed to providing guests with publicly available emergency information, plans or public safety information in an accessible way upon request.
  • Anna Mae’s has provided and will continue to provide employees with disabilities with individualized emergency response information when necessary, and as soon as practically possible.
  • Anna Mae’s has created a process for documenting issues of accessibility and recording and providing accommodation

Accessibility policies have been developed & Anna Mae’s has implemented a multi-year plan that outlines strategies and actions to identify, prevent and remove barriers for people with disabilities. Anna Mae’s has taken the following steps to ensure employees are provided with the training needed to meet current standards and legislation:

  • Provide training resources in an accessible format
  • Ensure new employees complete training within 30 days of employment or placement
  • Keep the training participant’s names and dates of completion

Customer Service Standard:

  • Goods or services are provided in a manner that respects the dignity and independence of persons with disabilities.
  • Persons with disabilities are given an opportunity equal to that given to others to obtain, use and benefit from the goods or services.
  • Persons with disabilities may use assistive devices and/or support persons in the access of goods and services.
  • Persons with disabilities and their service animals are accommodated in all aspects of service provision unless the animal is otherwise excluded by law.
  • Anna Mae’s employees, when communicating with a person with a disability, will do so in a manner that takes into account the person’s disability.

The following measures have been implemented by Anna Mae’s:

The Accessible Customer Service Policy was published on our website.
Notice will be provided on the website, over the phone, or in writing when a Service Disruption occurs and will be done as quickly as possible if the disruption is unexpected
Comments relating to our services with regard to customer service are welcomed and appreciated.
Guest & employee feedback is encouraged regarding the way Anna Mae’s provides goods and services to people with disabilities. This feedback can be made: verbally, by e-mail, or in writing.
Feedback collected from clients, staff or the general public will be reviewed to identify potential gaps in customer services and to ensure appropriate actions are taken.
Any person with a disability who is accompanied by a support person or by a service animal will be welcomed

Information and Communications Standard:

Anna Mae’s has undertaken the following plans to ensure compliance with this standard:

  • A feedback process has been established that is accessible, alternate formats are also available such as telephone, mail and in-person.
  • These processes have been communicated to the public and are available on our website.
  • Our website has been designed to be user friendly for people with a range of needs. People are encouraged to contact Anna Mae’s via email or phone if they require additional information
  • We have familiarized ourselves with sources for formatting that is not feasible to do in-house. i.e. captioning, video-description and conversion to Braille or audio and any other formatting.

Employment Standard:

Anna Mae’s is committed to inclusive and accessible employment practices that attract and retain individuals with disabilities. We have taken the following steps to notify the public and employees that, when requested, Anna Mae’s will accommodate people with disabilities throughout the recruitment and onboarding process.

When making offers of employment, notify successful applicant of policies for accommodating employees with disabilities

  • Inform employees of policies supporting employees with disabilities. Provide this information to new employees as soon as practicable after hiring
  • Provide updated information on accommodations policies to employees when changes occur.
  • Consult with employee to determine suitability of format or support.

Documented Individual Accommodation Plans:

Anna Mae’s is committed to producing and providing documented individual accommodation that includes the following:

  • Participation of the employee requiring the individual accommodation plan.
  • High level of privacy.
  • Regular review and updates.
  • Reason for denial if applicable.
  • The means of providing Individual Accommodation Plans in a format that takes into account the needs of the employee.
  • If required, include individualized workplace emergency response information.

Return to Work:

Anna Mae’s is committed to developing and putting in place a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability.

Design of Public Spaces:

Anna Mae’s has established & will continue to establish any future plans to meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. Anna Mae’s will take appropriate measures to prevent service disruptions to its accessible parts of its public spaces. In the event of a service disruption, we will notify the public of the service disruptions and alternatives available.

For More Information

For more information on this accessibility plan, or to request standard and accessible formats of this document, please contact Amanda at 519-595-4407,, or by mail or in person at

4060 Line 72
Millbank, ON
N0K 1L0

INDOOR DINING OPEN 11AM-7PM! Walk-ins only, no reservations. BAKERY, TAKEOUT & CURBSIDE PICK UP Mon-Sat 7am-7pm! Covid protocols in place.