Accessibility Plan and Policies for Novo Healthnet Limited

This accessibility plan outlines the policies and actions that Novo Healthnet Limited will put in place to improve opportunities for people with disabilities and incorporates Novo Healthnet Limited’s previously implemented Multi-Year Accessibility Plan.

Statement of Commitment

Novo Healthnet Limited is committed to treating all people in a way that allows them to maintain their dignity and independence. We are committed to meeting the needs of people with disabilities in a timely manner. To this end, we commit to prevent, identify, and remove barriers for people with disabilities and to deliver our services in a way that respect’s every person’s independence and dignity and encourages integration and equal opportunity.

Customer Service Plan

Novo Healthnet Limited seeks to provide an environment where everyone has access to our services. To ensure this, we shall meet or exceed the requirements of the Accessibility for Ontarians with Disabilities Act (Ontario) (the AODA) as follows:


A multi-year accessibility plan is available upon request. Novo Healthnet Limited reviews the policy regularly to meet the new requirements of the Integrated Accessibility Standards Regulations under the AODA.

Novo Healthnet Limited continually identifies and removes barriers to access for people with disabilities. To date we do the following to achieve this goal:

  • Permit personal assistive devices such as wheelchairs, walkers and portable oxygen tanks and the use of service animals and support persons. While on our premises, the person with a disability shall be permitted to have access to his or her support person at all times. Unless there are overriding health and safety concerns, the person with a disability may choose not to be accompanied by his or her support at all times.
  • We will communicate with persons with disabilities in ways that take into account their disability.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to our services or facilities for clients with disabilities, Novo Healthnet Limited will take reasonable steps to advise clients with disabilities whom the disruption might affect. In particular, we identify the disruption’s cause and duration and give information on alternative services.

Training for Staff

Novo Healthnet Limited will provide training to all personnel in Ontario on key principles and strategies for ensuring respectful and effective communication with persons with disabilities. Training will be provided as soon as practicable and on-going whenever there are policy changes.  Training will include:

  • an overview of the AODA and the requirements of the customer service standard;
  • how to use equipment or various assistive devices that may be used by clients with disabilities while accessing our services;
  • how to interact and communicate with persons with various types of disabilities;
  • how to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or support person;
  • what to do if a person with a disability is having difficulty in accessing Novo Healthnet Limited’s services.

We maintain records of the training provided including the dates on which the training was provided and the number of individuals to whom it was provided.


Novo Healthnet Limited welcomes feedback on how we provide our services to people with disabilities. Clients or others who wish to provide feedback on the way Novo Healthnet Limited provides services to persons with disabilities can provide their feedback directly to the personnel from whom they received services by any of the following methods:

By telephone: 905-660-3777 ext. 257
By email:
By regular mail: Novo Healthnet Limited
#115 – Major Mackenzie Drive West, Vaughan, ON L4H 4J9

We can arrange for accessible feedback and can provide alternate formats upon request. All feedback will be directed to Novo Healthnet Limited’s Human Resources department. In the ordinary course, we will make every effort to respond to the feedback quickly and effectively. Any complaints about services provided to persons with disabilities will be addressed according to Novo Healthnet Limited’s regular complaints management procedures.

Availability of Customer Services Documents

Novo Healthnet Limited makes our accessibility policy and all related documents available on request.

Accessibility Policies and Plan under the Integrated Accessibility Standards

Accessible Emergency Information

Novo Healthnet Limited is committed to providing clients with publicly available emergency information in an accessible way upon request. We provide employees with disabilities with individualized emergency response information, when necessary, based on their known accommodation needs.


In addition to the training we provide to our employees under the Accessibility for Ontarians with Disabilities Act, Novo Healthnet Limited will provide training to our employees, volunteers and other staff members on the requirements of the Integrated Accessibility Standards (Ontario Regulation 191/11) and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the actual duties of our employees, volunteer, and other staff members. Training will be provided as soon as practicable and on-going whenever there are policy changes.

Information and Communications

Novo Healthnet Limited is committed to meeting the communication needs of people with disabilities. When requested, we will consult with people with disabilities to determine their information and communication needs.

Novo Healthnet Limited has ensured that our existing processes for receiving and responding to feedback are accessible to people with disabilities, upon request by:

  • providing multiple methods for feedback, such as in writing or via email, telephone or in person; and
  • considering and implementing those accessible formats or communication supports required elsewhere in the Integrated Standard.

Novo Healthnet Limited ensures that, upon request, we will provide or arrange for the provision of publicly available information that is in respect of our goods, services, or facilities in an accessible format by:

  • consulting with the person making the request to determine the appropriate accessible format or communication support, given the needs of the person, whether the content is convertible and within Novo Healthnet Limited’s capability;
  • providing the accessible format or communication support in a timely manner that accounts for the persons’ disability at no additional cost to the person; and
  • notifying the public through our public website about the availability of accessible formats and communication supports.
  • Provide a summary of the unconvertible information or communications and an explanation as to why the information or communications are unconvertible.

Accessible Websites and Content

Novo Healthnet Limited will take the following steps to make all its internet websites and all content posted on those sites since January 1, 2012 conform with WCAG 2.0, Level AA, other than exclusions as set out in the IASR, by January 1, 2025. We will audit all websites and content for Level AA compliance, and we will implement the necessary changes to bring the websites and web content into conformance with all applicable Level AA standards.


Novo Healthnet Limited is an equal opportunity employer and is committed to fair and accessible employment practices. Accommodations are available on request for people with disabilities during the recruitment, application, and assessment processes and when people are hired or apply for an internal transfer.

On learning of an employee’s needs, Novo Healthnet Limited works with the employee to create an individualized emergency response plan. With consent, we share this information with those responsible for helping in emergencies. We review individualized emergency response plans whenever the employee moves to a different location, overall accommodation needs or plans are reviewed, and we review our general emergency response policies.

In recruiting new employees, Novo Healthnet Limited notifies potential applicants that we accommodate applicants with disabilities. On request, we will provide accommodation appropriate to the applicants’ accessibility needs.

Novo Healthnet Limited has developed and implemented a return-to-work process for employees that have been absent due to a disability and need accommodations to return to work. The process outlines the steps we will take to facilitate the employee’s return to work.

When undertaking any performance management, career development and redeployment processes, Novo Healthnet Limited will ensure that the accessibility needs of its employees with disabilities are taken into account. This will include a review of any individual accommodation plans that are in place for individual employees.

Where any employee, client or other person identifies any accessibility barriers, Novo Healthnet Limited will take steps to remove the barriers identified. Novo Healthnet Limited will also undertake periodic audits to determine whether other accessibility barriers may be present and will take steps to remove any barriers identified through the audit process.

Design of Public Spaces

Novo Healthnet Limited will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces.

Novo Healthnet Limited will endeavour to prevent service disruptions to the accessible parts of its public spaces. To reduce the risk of service disruptions, Novo Healthnet Limited will periodically inspect the accessible portions of its public spaces. When any deficiencies are noted that might impact on accessibility, Novo Healthnet Limited will take steps to correct the deficiency within a reasonable time frame.

In the event of a service disruption, we will notify the public of the service disruption and alternatives available.

For more information

For more information on this accessibility plan, compliance reports, or for a copy of this plan in an accessible format, please contact Novo Healthnet Limited by any of the following methods:

By telephone: 905-660-3777 ext. 257
By email:
By regular mail: Novo Healthnet Limited
#115 – Major Mackenzie Drive West, Vaughan, ON L4H 4J9