AODA ACCESSIBILITY POLICY
Millbank Home Bakery & Country Café Ltd.
Operating as Anna Mae’s Bakery & Restaurant
Statement of Commitment
Millbank Home Bakery & Country Café Ltd. (“the Business”) is committed to ensuring equal access and participation for people with disabilities.
We are committed to treating people with disabilities in a manner that respects their dignity and independence. We believe in integration and equal opportunity and are committed to meeting the accessibility needs of people with disabilities in a timely manner.
We will identify, prevent and remove barriers to accessibility and fulfill our obligations under Ontario’s accessibility laws.
Application and Scope
This Policy has been developed in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and Ontario Regulation 191/11, the Integrated Accessibility Standards Regulation (“IASR”).
This Policy applies to Millbank Home Bakery & Country Café Ltd. and its employees, volunteers and other persons who provide goods, services or facilities on behalf of the Business, as applicable.
This Policy works together with our Multi-Year Accessibility Plan 2026–2031 and our Accessible Customer Service Policy.
The Policy will be reviewed and updated as required to reflect changes in legislation, our operations or our accessibility practices.
GENERAL ACCESSIBILITY STANDARDS
Accessibility Policies and Multi-Year Plan
The Business maintains policies governing how it achieves and will continue to achieve accessibility.
Our Multi-Year Accessibility Plan outlines our strategies for preventing and removing barriers and meeting applicable requirements under the AODA and IASR.
The Multi-Year Accessibility Plan will be reviewed and updated at least once every five years and will be posted on our website.
Upon request, our accessibility policies and Multi-Year Accessibility Plan will be provided in an accessible format.
Self-Service Kiosks
The Business will have regard for the accessibility needs of persons with disabilities when designing, procuring or acquiring self-service kiosks.
A kiosk includes an interactive electronic terminal, including certain point-of-sale devices intended for public use, that allows users to access goods or services.
Training
The Business will provide appropriate accessibility training to employees, volunteers, persons who participate in developing our policies and other persons who provide goods, services or facilities on behalf of the Business, as required.
Training will include:
- The requirements of the AODA and IASR that apply to the person’s duties.
- Accessible customer service.
- The Ontario Human Rights Code as it relates to people with disabilities.
- The Business’s accessibility policies and procedures.
Training will be appropriate to each person’s duties and will be provided as soon as practicable.
Additional training will be provided when changes are made to applicable accessibility policies, practices or requirements.
The Business will maintain records of accessibility training as required, including the dates training was provided and the number of individuals trained.
INFORMATION AND COMMUNICATION
Accessible Formats and Communication Supports
Upon request, the Business will provide or arrange for accessible formats and communication supports for persons with disabilities.
Accessible formats and communication supports will be provided:
- In a timely manner.
- At a cost that is no more than the regular cost charged to other persons, if any.
- In consultation with the person making the request to determine the suitability of the format or communication support.
The Business will notify the public about the availability of accessible formats and communication supports.
Feedback
The Business will ensure that its processes for receiving and responding to feedback are accessible to persons with disabilities.
Upon request, accessible formats or communication supports will be provided or arranged to allow a person with a disability to participate in the feedback process.
Emergency and Public Safety Information
Where the Business prepares emergency procedures, plans or public safety information and makes this information available to the public, the information will be provided in an accessible format or with appropriate communication supports as soon as practicable upon request.
EMPLOYMENT STANDARDS
The Business is committed to fair, inclusive and accessible employment practices.
Recruitment and Hiring
The Business will notify employees and the public that accommodations for applicants with disabilities are available during its recruitment processes.
When an applicant is individually selected to participate in an assessment or selection process, the Business will notify the applicant that accommodations are available upon request in relation to the materials or processes being used.
If an applicant requests accommodation, the Business will consult with the applicant and provide or arrange for suitable accommodation that takes into account the applicant’s accessibility needs.
When making an offer of employment, the Business will notify the successful applicant of its policies for accommodating employees with disabilities.
Informing Employees of Supports
The Business will inform employees of its policies used to support employees with disabilities, including policies regarding job accommodations.
New employees will be provided with this information as soon as practicable after beginning employment.
Employees will also be provided with updated information whenever there are changes to existing accommodation policies.
Accessible Formats and Communication Supports for Employees
When requested by an employee with a disability, the Business will consult with the employee to provide or arrange for accessible formats or communication supports for:
- Information needed to perform the employee’s job; and
- Information that is generally available to employees in the workplace.
The Business will consult with the employee to determine the suitability of the accessible format or communication support.
Individual Accommodation Plans
Where required, the Business will maintain a written process for developing documented individual accommodation plans for employees with disabilities.
The process will address matters including:
- How an employee can participate in developing the plan.
- How an employee’s accommodation needs will be assessed.
- Protection of the employee’s privacy.
- The frequency with which the plan will be reviewed and updated.
- How the reasons for denying an individual accommodation plan will be provided to the employee.
- How the plan will be provided in a format that takes into account the employee’s accessibility needs.
- Individualized workplace emergency response information, where required.
Return to Work
The Business will maintain a documented return-to-work process for employees who have been absent from work due to a disability and require disability-related accommodations to return to work.
The process will outline the steps the Business will take to facilitate the employee’s return to work and will incorporate the employee’s documented individual accommodation plan, where appropriate.
Performance Management, Career Development and Redeployment
The Business will take into account the accessibility needs of employees with disabilities and their individual accommodation plans, where applicable, when:
- Conducting performance management.
- Providing career development and advancement opportunities.
- Redeploying employees.
Workplace Emergency Response Information
The Business will provide individualized workplace emergency response information to an employee with a disability when the employee requires individualized information and the Business is aware of the need for accommodation.
This information will be provided as soon as practicable after the Business becomes aware of the need.
If an employee requires assistance and provides consent, the Business will provide the necessary workplace emergency response information to the person designated to assist the employee.
Individualized workplace emergency response information will be reviewed:
- When the employee moves to a different location within the workplace.
- When the employee’s overall accommodation needs or plans are reviewed.
- When the Business reviews its general emergency response policies.
ACCESSIBILITY OF OUR FACILITIES AND PUBLIC SPACES
The Business is committed to maintaining facilities that are accessible to persons with disabilities.
When constructing new or redeveloping existing public spaces, the Business will comply with applicable Design of Public Spaces Standards under the IASR.
Accessibility will be considered when planning renovations, improvements and changes to areas used by employees or the public.
The Business will take reasonable steps to maintain accessible elements of its public spaces and will provide appropriate notice when accessible services or facilities are temporarily unavailable.
ACCESSIBLE CUSTOMER SERVICE POLICY
Our Commitment
The Business is committed to excellence in serving all customers, including people with disabilities.
Our accessible customer service practices are based on the principles of:
- Dignity
- Independence
- Integration
- Equal opportunity
We will make reasonable efforts to ensure that people with disabilities have the same opportunity to access and benefit from our goods, services and facilities as other customers.
Assistive Devices
People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.
Where an assistive device presents a significant and unavoidable health or safety concern or cannot be permitted for another reason, we will work with the person to identify another way for them to access our goods, services or facilities.
Employees will receive appropriate training regarding assistive devices available on-site that may assist customers with disabilities.
Communication
We will communicate with people with disabilities in ways that take their disability into account.
When necessary, we will work with the person to determine which method of communication is most appropriate for them.
Service Animals
We welcome people with disabilities who are accompanied by service animals in areas of our premises that are open to the public and where animals are permitted by law.
An animal may be recognized as a service animal when it can be readily identified as being used for reasons relating to a person’s disability, such as through visual indicators including a vest or harness.
If it is not readily apparent that an animal is a service animal, employees may request appropriate documentation from a regulated health professional confirming that the person requires the animal for reasons relating to their disability.
If a service animal is prohibited from an area by another law, we will explain why the animal is excluded and work with the customer to determine another way of providing access to our goods, services or facilities.
The customer is responsible for the care and supervision of their service animal.
Support Persons
A person with a disability who is accompanied by a support person will be permitted to have that person accompany them on our premises.
Before requiring a person with a disability to be accompanied by a support person for health or safety reasons, the Business will consider the available evidence and consult with the person with a disability to determine whether there is another reasonable way to protect the health or safety of the person or others on the premises.
Where a support person is required by the Business for health or safety reasons, applicable AODA requirements regarding admission or fees for the support person will be followed.
Notice of Temporary Disruption
If there is a planned or unexpected disruption to facilities or services that people with disabilities rely upon to access our goods, services or facilities, we will notify customers promptly.
The notice will include, where applicable:
- The reason for the disruption.
- Its anticipated duration.
- A description of alternative facilities or services, if available.
Depending on the circumstances, notice may be provided through our website, social media, signage at the Business or other appropriate means.
Accessible Customer Service Training
The Business will provide accessible customer service training to employees, volunteers, persons involved in developing our policies and other persons who provide goods, services or facilities on behalf of the Business, as required.
Training will include:
- The purpose of the AODA and the requirements of the accessible customer service standards.
- The Business’s policies related to accessible customer service.
- How to interact and communicate with people with various types of disabilities.
- How to interact with people who use assistive devices, service animals or support persons.
- How to use equipment or devices available on-site that may assist people with disabilities.
- What to do if a person with a disability is having difficulty accessing our goods, services or facilities.
Training will be provided as soon as practicable and additional training will be provided when relevant policies or practices change.
FEEDBACK PROCESS
We welcome feedback about how we provide goods, services and facilities to people with disabilities and about accessibility at Anna Mae’s Bakery & Restaurant.
Feedback may be provided:
In person:
Anna Mae’s Bakery & Restaurant
4060 Line 72
Millbank, Ontario N0K 1L0
By telephone:
519-595-4407
By email:
customerservice@annamaes.ca
By mail:
Anna Mae’s Bakery & Restaurant
4060 Line 72
Millbank, Ontario N0K 1L0
We will ensure our feedback process is accessible to people with disabilities by providing or arranging accessible formats and communication supports upon request.
All accessibility-related feedback will be reviewed within a reasonable period of time. Appropriate steps will be taken to address accessibility concerns raised through the feedback process.
DOCUMENTS AND ACCESSIBLE FORMATS
The Business will provide this Policy and other required accessibility documents in an accessible format or with communication supports upon request.
We will consult with the person making the request to determine the suitability of the format or communication support.
Accessible formats will be provided in a timely manner and at no additional cost beyond the regular cost charged to other persons, if any.
Policies and practices that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be reviewed and modified as appropriate.
REVIEW OF THE POLICY
This Policy will be reviewed periodically and updated when required due to changes in legislation, Business practices, accessibility requirements or identified barriers.
This Policy should be read together with the Millbank Home Bakery & Country Café Ltd. Multi-Year Accessibility Plan 2026–2031.
Effective: 2026
Last Updated: September 2026
Millbank Home Bakery & Country Café Ltd.
Multi-Year Accessibility Plan 2026–2031
Introduction and Statement of Commitment
Millbank Home Bakery & Country Café Ltd., operating as Anna Mae’s Bakery & Restaurant, is committed to providing an accessible and inclusive environment for our customers, employees and visitors.
We are committed to meeting the accessibility needs of persons with disabilities in a timely manner and to identifying, preventing and removing barriers to accessibility wherever possible.
Millbank Home Bakery & Country Café Ltd. is committed to fulfilling its obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the Integrated Accessibility Standards Regulation (IASR).
This Multi-Year Accessibility Plan for 2026–2031 outlines our ongoing commitment and strategies to improve accessibility and meet applicable accessibility requirements.
This plan will be reviewed and updated at least once every five years and will be made available in an accessible format upon request.
Accessible Emergency Information
Millbank Home Bakery & Country Café Ltd. is committed to providing accessible emergency and public safety information.
We will:
- Make emergency and fire procedures available in an accessible format or with appropriate communication supports upon request.
- Provide individualized workplace emergency response information to employees with disabilities when we are aware of the need for accommodation and individualized information is necessary.
- Review individualized emergency response information when required, including when an employee changes work locations, when accommodation needs are reviewed, or when general emergency response procedures are reviewed.
- Continue to identify and document accessibility concerns and accommodation needs as they arise.
Training
Millbank Home Bakery & Country Café Ltd. is committed to ensuring that employees receive appropriate accessibility training.
We will:
- Provide training on the AODA, applicable requirements of the IASR, accessible customer service and the Ontario Human Rights Code as it relates to persons with disabilities.
- Ensure training is appropriate to employees’ duties and responsibilities.
- Ensure new employees receive accessibility training as part of their onboarding and training process.
- Provide additional training when changes are made to accessibility policies, practices or procedures.
- Provide training materials in an accessible format when requested.
- Maintain records of accessibility training, including the dates training was provided and the number of individuals trained.
Customer Service
Millbank Home Bakery & Country Café Ltd. is committed to providing goods, services and facilities in a way that respects the dignity and independence of persons with disabilities.
We will continue to ensure that:
- Persons with disabilities are provided with an equal opportunity to obtain, use and benefit from our goods and services.
- Employees communicate with persons with disabilities in a manner that takes into account their disability.
- Persons with disabilities may use personal assistive devices when accessing our goods and services, subject to applicable health and safety requirements.
- Persons with disabilities who are accompanied by a support person are welcomed and accommodated.
- Service animals are welcomed in areas of our premises that are open to the public, unless otherwise excluded by law.
- Employees are trained on how to interact and communicate with persons with various types of disabilities.
Temporary Service Disruptions
If there is a temporary disruption to an accessible service or facility, Millbank Home Bakery & Country Café Ltd. will provide notice to the public as soon as reasonably possible.
The notice may be provided on our website, by telephone, through signage at our premises or by another appropriate method.
Where possible, the notice will include information about the reason for the disruption, its anticipated duration and any alternative services or facilities that may be available.
Feedback
Millbank Home Bakery & Country Café Ltd. welcomes feedback about the accessibility of our goods, services, facilities and employment practices.
Customers, employees and members of the public may provide accessibility-related feedback:
- In person
- By telephone
- By email
- In writing
We will review accessibility-related feedback to identify potential barriers and determine whether improvements or corrective actions are required.
Upon request, we will provide or arrange for accessible formats and communication supports to allow persons with disabilities to participate in our feedback process.
Information and Communications
Millbank Home Bakery & Country Café Ltd. is committed to communicating with persons with disabilities in ways that take their accessibility needs into account.
Upon request, we will provide or arrange for the provision of accessible formats and communication supports for information and communications that we make available to the public.
We will consult with the person making the request to determine the suitability of an accessible format or communication support.
Accessible formats and communication supports will be provided in a timely manner and at a cost that is no more than the regular cost charged to other persons, where applicable.
We will notify the public about the availability of accessible formats and communication supports.
Where specialized accessible formats are required that cannot reasonably be produced in-house, we will identify appropriate external resources or services.
Website Accessibility
Millbank Home Bakery & Country Café Ltd. is committed to maintaining an accessible public website and web content in accordance with applicable AODA requirements.
We will take reasonable steps to ensure that our public website and applicable web content conform to the required Web Content Accessibility Guidelines (WCAG) 2.0 Level AA, subject to the exceptions provided under the IASR.
We will consider accessibility when creating, updating or purchasing website content and digital services.
Persons who experience difficulty accessing information on our website are encouraged to contact us. We will work with the individual to provide the requested information in an appropriate accessible format or with communication supports.
Employment
Millbank Home Bakery & Country Café Ltd. is committed to fair and accessible employment practices and to providing an inclusive workplace for employees with disabilities.
Recruitment and Hiring
We will:
- Notify employees and the public that accommodations for applicants with disabilities are available during the recruitment process upon request.
- Notify job applicants selected to participate in an assessment or selection process that accommodations are available upon request.
- Consult with applicants requesting accommodation to provide or arrange for suitable accommodation.
- When making offers of employment, notify successful applicants of our policies for accommodating employees with disabilities.
Informing Employees of Supports
We will:
- Inform employees of policies used to support employees with disabilities.
- Provide this information to new employees as soon as practicable after they begin employment.
- Provide updated information whenever related policies or accommodation practices change.
- Consult with employees with disabilities when determining suitable accessible formats or communication supports for information required to perform their jobs and information generally available to employees.
Documented Individual Accommodation Plans
Millbank Home Bakery & Country Café Ltd. will maintain a written process for developing documented individual accommodation plans for employees with disabilities where required.
The process may include:
- Participation by the employee requesting accommodation.
- Assessment of accommodation needs on an individual basis.
- Protection of the employee’s privacy and personal information.
- Consideration of how the employee can participate in developing the accommodation plan.
- Regular review and updating of accommodation plans where appropriate.
- An explanation when an individual accommodation plan is denied.
- Providing the accommodation plan in a format that takes into account the employee’s accessibility needs.
- Individualized workplace emergency response information where required.
- Identification of other accommodations or supports that may be provided.
Return to Work
Millbank Home Bakery & Country Café Ltd. will maintain a documented return-to-work process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work.
The return-to-work process will outline the steps taken to facilitate an employee’s return to work and will incorporate documented individual accommodation plans where appropriate.
Performance Management, Career Development and Redeployment
When conducting performance management, providing career development and advancement opportunities, or considering redeployment, Millbank Home Bakery & Country Café Ltd. will take into account the accessibility needs and individual accommodation plans of employees with disabilities, where applicable.
Design of Public Spaces
Millbank Home Bakery & Country Café Ltd. is committed to considering accessibility when constructing or redeveloping public spaces.
We will comply with applicable Design of Public Spaces Standards when undertaking new construction or planned significant redevelopment of public spaces covered by the IASR.
Previous renovations to our facility have included accessibility improvements such as accessible washrooms and barrier-free entrance and exit features. Accessibility will continue to be considered as part of future renovations and improvements.
We will also take reasonable steps to maintain accessible elements of our public spaces.
If an accessible element is temporarily unavailable due to maintenance, repairs or another service disruption, we will provide notice where appropriate and identify available alternatives whenever possible.
Transportation
Millbank Home Bakery & Country Café Ltd. will comply with applicable requirements of the AODA Transportation Standards should those standards apply to services provided by our organization.
Self-Service Kiosks
When designing, procuring or acquiring self-service kiosks, Millbank Home Bakery & Country Café Ltd. will have regard for the accessibility needs of persons with disabilities.
Accessibility considerations may include physical accessibility, screen readability, controls, communication methods and other features that allow persons with disabilities to independently use the kiosk wherever reasonably possible.
Preventing and Removing Barriers: 2026–2031
Throughout the 2026–2031 period, Millbank Home Bakery & Country Café Ltd. will continue to:
- Review our premises, policies, practices and services for potential accessibility barriers.
- Respond to accessibility concerns and feedback from customers and employees.
- Maintain accessible entrances, washrooms and other accessibility features.
- Consider accessibility when renovations or physical changes are planned.
- Maintain employee accessibility training and provide updated training when necessary.
- Review employment and accommodation practices to ensure employees with disabilities are appropriately supported.
- Consider accessibility when purchasing or implementing new technology, equipment, kiosks or communication tools.
- Maintain our public website in accordance with applicable accessibility requirements.
- Provide accessible formats and communication supports upon request.
- Review changes to AODA and IASR requirements and update our policies and practices when necessary.
Review of the Plan
Millbank Home Bakery & Country Café Ltd. will monitor the implementation of this Multi-Year Accessibility Plan throughout the 2026–2031 period.
The plan will be reviewed and updated at least once every five years, or sooner where changes to legislation, business operations or identified accessibility barriers make an earlier review appropriate.
The next full review of this plan will take place no later than 2031.
Availability of This Plan
This Multi-Year Accessibility Plan is available to the public and will be posted on our website.
Upon request, Millbank Home Bakery & Country Café Ltd. will provide this plan in an accessible format or with communication supports in consultation with the person making the request.
Questions, feedback or requests for an accessible version of this plan may be directed to Millbank Home Bakery & Country Café Ltd. through our regular telephone, email, mail or in-person contact methods.
Effective Date: 2026
Plan Period: 2026–2031
Next Review: No later than 2031
For More Information
For more information on this accessibility plan, please contact Amanda at
519-595-4407, customerservice@annamaes.ca, or by mail or in person at 4060 Line 72 Millbank, ON N0K 1L0 www.annamaes.ca
Standard and accessible formats of this document are free on request from Amanda at 519-595-4407, customerservice@annamaes.ca, or by mail or in person at 4060 Line 72 Millbank, ON N0K 1L0