Accessibility Policy

HomeAccessibility Policy

Accessibility Policy

Providing Goods and Services to People with Disabilities

B&T MacFarlane Ottawa Limited is committed to excellence in serving all customers including people with disabilities. Our policy is consistent with the Accessibility for Ontarians with Disabilities Act, 2005 and Integrated Accessibility Standards Regulations.



Accessibility for Ontarians with Disability Act


Integrated Accessibility Standards Regulations


A disability can be temporary or permanent and can include physical, as well as, vision, hearing, speech, developmental, learning and mental health disabilities.

Service Animals:

Service animals are identified as being used by the person for reasons relating to the person’s disability, as a result of visual indicators such as the vest or harness worn by the animal or the person with a disability provides documentation from a regulated health professional that they need the service animal for reasons relating to their disability.

Support Person:

A Support Person is another person who accompanies the person with a disability in order to help with communication, mobility, personal care or medical needs or with access to goods and services.


Assistive devices

We are diligently preventing, identifying and removing barriers that impede the ability of people with disabilities to access our goods and services.  We encourage people with disabilities to use their own personal assistive devices to improve access to our goods and services. We will ensure that our staff are trained and familiar with various assistive devices we have on site or that may be used by customers with disabilities while accessing our goods or services, such as, but not limited to, wheelchairs, real-time captioning services (on-screen typing of what speakers are saying) and sign language interpreters.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

Support persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fees will not be charged for support persons. B&T will notify customers of this through a notice posted on our website.


B&T MacFarlane Ottawa Limited will provide training to ALL owners, employees (including paid, unpaid, full-time, part-time and contract positions) and volunteers or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

This training will be provided to staff at the earliest convenient time after first day of employment.

Training will include:

  • An overview of AODA and IASR and the requirements of all appropriate standards, including customer service; information and communication and employment standards
  • B&T MacFarlane Ottawa Limited’s Accessibility policy
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • How to use and/or awareness of assistive devices and measures that people with disabilities may use
  • What to do if a person with a disability is having difficulty in accessing B&T MacFarlane’s goods and services

Staff will also be trained when changes are made to our accessibility policy.

Information and Communication Standard

We will communicate with people with disabilities in ways that take into account their disability.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, such as, but not limited to facility closure, restroom repair, main entrance door failure, B&T MacFarlane Ottawa Limited will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

The notice will be placed at front entrance door and on website.

Feedback process on the Accessible Provision of Goods or Services

We are committed to providing accessible customer services at B&T and we will make every effort to ensure our policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity.

All comments, questions and suggestions about the provision of our goods or services to people with disabilities are greatly appreciated.

Feedback may be given verbally – in person or by telephone; in writing – by letter or email or by filling out the online Accessibility Policy Feedback form.

All feedback, including complaints, will be directed to the President.  If a response is requested, you will receive a response within 7 days.

All Staff are able to provide a hard copy of the feedback form and accessibility policy.

Feedback particulars:

Mail: B&T MacFarlane Ottawa Limited, 45 Slack Road, Nepean, ON, K2G 0B7

Phone:  613-225-0555, ex. 100

Email:  Visit our website,, and click “contact us” or via our Accessibility Policy Feedback form.

Notice of availability

B&T MacFarlane Ottawa Limited will notify the public that our policies and feedback form are available upon request by posting them on our website and in our showroom.

Modifications to this or other policies

Any policy of B&T MacFarlane Ottawa Limited that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Proud Members

Canadian Nursery Landscape Association
Landscape Ontario
National Capital Heavy Construction Association
Member of CFIB