Statement of Commitment

Dye & Durham Limited is committed to providing an accessible environment in which all individuals have equal access to Dye & Durham’s products and services in a way that respects the dignity and independence of persons with disabilities. This includes creating and fostering an inclusive environment that is considerate and accommodating of all individuals, including people with disabilities.

For the purposes of this accessibility policy, any reference to Dye & Durham shall include any of the present and future affiliates of Dye & Durham Limited. As such, when we mention “Dye & Durham”, we”, “us” or “our” in this Privacy Policy, we are referring to the relevant company within the affiliated group.

Dye & Durham supports the goals of the Accessibility for Ontarians with Disabilities Act 2005 (“AODA”), its regulations, and standards. This Accessibility policy is consistent with AODA, and the Accessibility Standards for Customer Service, Ontario Regulation 429/07.  This policy outlines practices and procedures in place at Dye & Durham to help identify and remove barriers to improve opportunities for people with disabilities.

Accessibility plan

Dye & Durham maintains a multi-year accessibility plan outlining its strategy to prevent and remove barriers and to comply with the Regulation. The plan will be reviewed and updated at least every five years. The accessibility plan is posted on the Dye & Durham website and intranet site and will be made available in an accessible format or with communication supports, upon request.

Information and communications

  • We are committed to meeting the communication needs of people with disabilities. As our services are mainly offered online and not in person we utilize, industry best practices in designing and implementing our website user interface to support accessibility. People with hearing disabilities who wish to call our help desk can utilize TTY services to communicate with a member of our Client Care Team. Email support is also offered to all clients, a link to which is displayed on our client portal at all times.
  • Upon request, we can provide accessible formats and communication supports for persons with disabilities, including, but not limited to CD-ROM, Braille, large print etc., in a timely manner that takes into account the person’s accessibility needs due to disability and at a cost that is no more than the regular cost charged to other persons.
  • We will consult with the person making the request in determining the suitability of an alternative format or communication support.
  • We are working towards ensuring that all new web content, including, but not limited to, web pages, images, videos or the digital content on all our public facing websites conform with Worldwide Web Consortium’s Web Content Accessibility Guidelines (WCAG) 2.0, Level AA as required by AODA.

Emergency information

If Dye & Durham prepares emergency procedures, plans or public safety information and makes the information available to the public, we will provide the information in an accessible format or with appropriate communication supports, as soon as practicable, upon request.


We will provide training to employees, volunteers, independent contractors and other staff members on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers and other staff members. Dye & Durham will maintain a record of the dates when training was provided and the number of individuals to whom it was provided.

We will establish and maintain an Accessible Customer Service Policy and training manuals to be read by all current employees and by all new employees during the orientation process.


Dye & Durham is committed to fair and accessible employment practices. We provide a working environment which complies with the requirements of the Employment Standards in the Regulation, and as established under the AODA. It is important to us that all employees with disabilities (including potential employees) find the workplace to be welcoming and supportive. In that stead, we have put in place the processes listed below:

  • Recruitment: We will notify employees and the public about the availability of accommodations for applicants with disabilities in our job postings. All recruiting agencies will also be required to include this information in any job postings for the Company. When candidates request an accommodation, Human Resources will consult with the applicant and provide, or arrange, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability. Any existing accommodation plans will be considered throughout the process.
  • Support: Upon request, we will provide, or arrange for the provision of, accessible formats and communication supports for information that is needed to perform the employee’s job, and employment-related information that is generally available to other employees.
  • Workplace emergency response information: We will work with employees to provide any additional reasonable accommodations that may be required in the event of an emergency and will document these measures in the employee’s Individual Accessibility Plan.

Accommodation Plans.

If a Dye & Durham employee has a disability or becomes disabled either permanently or temporarily during their employment, they are encouraged to request accommodation by contacting their Manager or Human Resources.

All accommodation and return to work requests are taken seriously and dealt with in accordance with this policy, as promptly as possible considering individual circumstances.  No employee will be penalized for making an accommodation request and/or seeking to return to work following a disability leave of absence.

Requests for accommodation should, wherever possible, be made in writing and include the ground with respect to which accommodation is being requested (e.g., disability), the limitations of the employee having regard to his or her job duties, and any other information relevant to the Company’s assessment of the accommodation request and requirements.

The Company may request additional information as necessary, such as information from the employee’s doctor outlining his/her functional limitations.  In certain circumstances, including where medical or other information provided by the employee is inconsistent or inconclusive, the Company may request that the employee be evaluated by a third party medical or other expert to assist the Company in developing an Accommodation Plan to meet the needs of the employee.  Any such evaluation will be at the Company’s expense and employees are encouraged to participate in the accommodation process in accordance with applicable laws.

In appropriate circumstances, the Company will permit a medically-required support person to participate in the accommodation process. Any information collected in relation to an accommodation request or the implementation of an individual accommodation plan will be shared only with a person who needs the information, and shall be subject in all cases to the Company’s privacy policies and procedures.

If the Company ultimately determines that accommodation is not required, the Company will advise the employee of its decision and the reasons for that decision, in writing, as soon as practicable. If the Company determines that accommodation is required, the employee will be provided with an individual accommodation plan.  Individual accommodation plans will be provided to employees in a format that takes into account the employee’s accessibility needs, where required. to enable the employee perform their job and to make workplace information accessible. If employees require support during an emergency, such as a building evacuation, employees are encouraged to contact Human Resource and an Individualized Emergency Response Plan will be developed to ensure their safety.

All information on an employee’s Individual Accommodation Plan will be kept confidential. Information will only be shared, with consent, with individuals who may need to provide assistance, such as direct managers. Individual Accommodation Plans will be reviewed regularly and updated if the employee’s needs change or if there are any job-related changes. The review of an individual accommodation plan may result in the employee being required to provide updated medical or other documentation substantiating the continued need for accommodation. The employee’s needs will also be considered throughout the performance management process and career development programs the organization.

Return to Work Processes.

The Company will maintain contact with an employee on a disability leave of absence (and request updated medical information from the employee) as is appropriate in the circumstances.  Employees should advise Human Resources promptly when the employee is able to return to work, with or without accommodation.  The Company will typically require the employee to provide medical information substantiating his or her ability to perform the essential duties of his or her position (with or without accommodation) prior to determining the employee’s return to work date. Where accommodation and adjustments are required in order to return to work, Human Resources will develop arrangements in conjunction with the employee to support any transitions back to work.

It is expected that the employee will meet with Human Resources and/or the employee’s manager to discuss any issues or concerns relating to the employee’s return to work.

Complaints and Feedback Process

Dye & Durham is committed to providing high quality goods and services to all of its customers. Feedback from customers and/or third parties is welcomed as it may identify areas that require change and encourage continuous service improvements. We offer persons with disabilities various options for providing feedback (and any communication that results from the feedback) including by phone, email, in person, or by regular mail or via a link from our products customer portal.

For more information on this accessibility policy, and to provide any feedback, please contact:

Dye & Durham
Human Resources Department,
199 Bay Street, Suite 4610
Toronto, Ontario M5L 139
Telephone: 1-800-268-7580