Accessibility policy

Policy statement

WCG is committed to conform to all aspects of accessibility for persons served, personnel and stakeholders, and strives to ensure that all locations owned or operated by WCG provide barrier-free services, supports, environments and employment. WCG recognizes that the key principles of accessibility are independence, dignity, integration, and equality.


The Accessibility policy applies to all employees, contractors, and partners of WCG. The Accessibility policy identifies and addresses barriers at WCG owned or operated locations and services and encourages awareness of any barriers so that they may be brought to the attention of Management. Accessible formats of this policy will be made available if required. The Accessibility Plan is available on The Water Cooler and is available to employees, partner agencies, persons served and stakeholders.


Barriers to accessibility include:

    • Architectural: any architectural or physical factor that makes accessibility difficult for an individual. Examples include narrow doorways and hallways, stairways, bathrooms that are not physically accessible for all, arrangement of furniture that may restrict easy movement, poor lighting for visually impaired individuals, alarms that hearing-impaired individuals may not hear.
    • Environmental: any characteristics that compromise or hinder service delivery to persons served or for personnel. Examples include unsafe location, excessive noise, poor or flickering lighting, fragrances that may cause an allergic reaction.
    • Attitudinal: a negative attitude or preconceived opinion that personnel or stakeholders may have toward persons served, personnel or stakeholders. Examples include negative attitudes of staff, employers, or general public; a focus on disability rather than ability; a lack of acceptance or inclusion; negative language or “labels”; expectations related to appropriate behaviour.
    • Financial: anything that may mean, at an organizational level, that a service or support is restricted or eliminated because of a lack of sufficient finances.
    • Employment: a workplace that does not provide sufficient flexibility, training or equipment to ensure a productive and satisfying workplace for employees. An example is not offering accommodation.
    • Communication: not providing information or communication in alternate formats. Examples include absence of materials in a language or format understood by persons served, no teletype machine (TTY), personnel who do not speak the language of the persons served.
    • Technology: anything that limits the individual’s ability to utilize web-based services and programs. Examples include difficulty with navigation, availability of alternative formats for those who are visually or hearing impaired, user friendly interface.
    • Transportation: persons served are unable to reach or participate fully in services or programs due to the lack of available and suitable transportation.

    • Community Integration: limits an individual’s ability to full participation in and access to their community. Examples: scheduling of services or lack of accommodations for people with disabilities.


Barriers deny dignity and independence, and WCG strives to offer barrier-free services. Identified barriers may be brought to the attention of a site manager or a member of the Occupational Health and Safety (OH&S) committee at any time.

In instances where an individual would like to report a possible barrier, they should contact their manager or a member of the Human Resources department. The Manager or Human Resources team member will record the details of the event, conduct an investigation if required and provide a recommendation for rectification to the senior leadership team. This will ensure that the individuals we support, employees, volunteers, families and friends, etc. have an opportunity to identify any barriers they may encounter while working or visiting any WCG owned or operated location. Additionally, the reports are reviewed annually by the Performance Excellence Manager, and barriers are discussed, and plans are made to address or remove them as deemed applicable and feasible.

Assistive devices

An assistive device is defined as a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of a person with disabilities. Persons with disabilities may use their own assistive devices as required when accessing WCG services. In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure access.

Disruption in facilities​

WCG will make every reasonable effort to provide clients with notice in the event of a disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, and its anticipated duration and a description of alternative facilities or services if available. We may not be able to give advance notice in case of an emergency disruption.

Accessible formats and communication supports​​

WCG will provide or arrange to provide accessible formats and communication supports for information needed to perform their jobs and information that is generally available to other employees. Emergency evacuation procedures and other safety plans will be made available in accessible formats upon request. In determining the suitability of an accessible format or communication support, WCG shall consult with the employee making the request. Any information regarding a disruption of services will also be made available in an accessible format.

Service animals

Persons with disabilities may bring their service animal on the parts of our premises that are open to the public but may be restricted in areas that are otherwise governed by other laws. Care and control of the service animal is the responsibility of the person who is being accompanied. In the event an employee or client is allergic to animals, alternative arrangements will be negotiated.

Support persons

Persons with a disability can be accompanied by their Support Person when visiting WCG locations and may always have access to that support person. Consent from the person with a disability is required when communicating confidential issues related to the person with a disability, in the presence of a support person.

Training of staff

Training will be provided as part of the employee’s orientation to the company or prior to the commencement of job duties that involve interacting with clients and whenever the Company alters its policies or practices regarding accessible customer service.

Feedback process

WCG provides opportunities for people with disabilities to provide feedback on the service they receive. Comments on our services regarding how well those expectations are being met are welcomed and appreciated.

Feedback can be provided in several ways:

  • Corporate Website: Contact Us Section Quoting Subject: Accessibility
  • E-Mail:
  • Phone: 1.888.562.9283
  • Mail: 5 – 915 Fort St, Victoria, BC V8V 3K3