Accessibility

Westin Healthcare is committed to treating every customer with dignity and independence, and to providing goods and services in a way that respects that. We aim to meet the accessibility needs of people with disabilities in a timely manner, and we do so under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the Integrated Accessibility Standards Regulation.

We do not require anyone to disclose a diagnosis to receive help, and we do not ask for proof of disability in order to serve someone.

Our showroom and warehouse are at Unit 7, 15 Fisherman Drive, Brampton. It is a ground-floor unit with level access from the parking area, and it is laid out so a wheelchair or scooter can move through it and turn.

• Level entry from the car park, with no step at the door
• Aisles wide enough for a powerchair or a scooter to pass and turn
• Accessible washroom on the same floor
• Seating available, so nobody has to stand while we talk
• Equipment set out to be tried rather than only looked at

If you would like us to clear a route in advance, hold a particular chair ready, or arrange a quieter time of day, phone ahead and we will set it up. There is no charge and no fuss.

A shop being accessible is not much use to somebody who cannot get to it. Several of the things we do exist for exactly that reason.

• A free home assessment for stairlifts, lifts, ramps, railings, door openers and custom seating, measured in your own home
• Delivery, assembly and a demonstration in your home for everything we sell and rent
• Repairs and servicing at your address rather than ours
• Ordering by telephone if a website is difficult, with no price difference

We can also bring equipment to you to try where that is practical, for instance on a delivery run in your area. Ask and we will tell you honestly whether it is possible.

We will communicate with you in whatever way works. That includes speaking on the telephone, email, writing things down, large print, or taking the time to go through something more than once.

• We will read documents aloud, in the showroom or over the phone
• We provide quotes, invoices and this statement in large print or plain text on request, at no charge
• We use plain language rather than clinical or trade shorthand, and we will explain anything that slips through
• We accept and support communication through a family member, friend or support person you bring or name

If you use a support person, an interpreter or a service animal, they are welcome anywhere customers are welcome, and we do not charge separately for a support person.

We aim for our website to meet WCAG 2.1 Level AA. In practice that means the following, all of which are built in rather than bolted on.

• A text size control and a high-contrast mode, available from every page
• A read-aloud control for page content
• Keyboard operation throughout, with a visible focus outline on every control
• Large touch targets, so buttons and links are easy to hit
• Text that describes every image, for screen readers
• Colour contrast tested against the AA thresholds
• Reduced-motion support, so animations stop if your device asks them to

We are honest that no website is ever finished on this front. If a page defeats you, tell us what you were trying to do and we will both fix it and help you do the thing you came to do.

Service animals are welcome in the showroom. If an animal is excluded by another law, we will explain why and find another way to serve you, such as bringing equipment out to you.

A support person is welcome to accompany you anywhere on our premises that customers may go, and there is no admission or service charge for a support person. Where we need to discuss confidential information, we will ask your permission before doing so in front of them.

If an accessibility feature is temporarily unavailable, for example if the accessible washroom is out of use or the entrance is affected by work, we will post a notice at the entrance and on this website with the reason, how long we expect it to last, and what the alternative is.

Where we know in advance, we will say so before you travel. If you have an appointment booked, we will telephone you.

Everyone who deals with customers, and everyone who develops our policies, is trained on accessible customer service under the AODA. That includes our consultants, our technicians and our office staff.

• The purpose of the AODA and the requirements of the customer service standard
• How to interact with people with different kinds of disability
• How to work with assistive devices, service animals and support persons
• What to do if somebody is having difficulty accessing our goods or services

Training happens as part of induction and is refreshed when our policies or practices change.

We want to hear when we have got it wrong, and we would rather hear it directly than not at all.

We will acknowledge feedback within two business days and tell you what we intend to do about it. If you would prefer a reply in a particular format, say so and we will use it.

We maintain a multi-year accessibility plan describing how we identify and remove barriers. It is reviewed at least once every five years, and it is available on this page and in an accessible format on request, at no charge.

We consider accessibility when we choose the equipment we stock, when we design this website, and when we buy or build anything for the showroom. Where we cannot remove a barrier, we say so and describe the alternative rather than leaving it unmentioned.