Privacy & Accessibility

Privacy Policy

Regeneration Housing and Support Services values the trust you have placed in us. We respect your personal privacy and do our best to safeguard its confidentiality and security.

We collect and use your personal information to:

  • Identify the most appropriate services for you;
  • Make certain that you are eligible for those services;
  • Share with other services or people (as you allow us to do) to organize your support;
  • Maintain billing and accounting information related to the services you use

We will explain to you why we ask for personal information and how we will use the information you give us. We will only ask for information that we need, to provide service to you.

We will keep your information accurate and up to date, allow only authorized people to see your information and always keep your information secure.

We will ask for your permission to collect, keep, use and share information with others. The consent you give is valid until you withdraw it in writing.

We will only use or share your personal information for the purposes for which you gave it to us, unless we are required to do so by law. We will keep your information only as long as required by law.

You may ask to see the information we have about you. If you would like to see this information, please contact the privacy officer listed below, or Maureen Walsh. If you feel that any information is incorrect or incomplete, we ask that you tell us. If possible, we will correct the information.

If you have any questions, comments or complaints about our privacy policies and procedures, please contact:

Maureen Walsh, Privacy Officer
2238 Dundas St. West, Suite 307
Toronto, M6R 3A9
Tel: 416-703-9645
Fax: 416-703-9648

Accessibility Policy

Statement of Committment

Regeneration Community Services (RCS) is committed to eliminating barriers and providing excellent housing and support services to all members. As an organization, we have experience accommodating and adapting the services we provide to meet the needs of clients with disabilities. We ensure that staff understand and reflect in their everyday performance our commitment to providing housing and support services that are available and accessible to all.

RCS is committed to ensuring integration and equal participation to clients and staff members with disabilities. Our organization is built on the principles of independence, dignity, integration and equality of opportunity for people with disabilities, which serve as the basis for our accessibility policies.

Accessible Customer Service

Assistive Devices

Members and employees with disabilities may use their personal assistive devices when accessing goods, services or facilities at RCS, unless doing so may pose a risk to the health and safety of themselves or others.  In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, reasonable measures will be taken to assist the individual with a disability in obtaining, using or benefitting from RCS goods, services and facilities.

RCS will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide to clients with disabilities.


We will communicate with people with disabilities in a way that takes into account their disabilities, and respects the person’s privacy, dignity and independence. We will work with the person with a disability to determine a method of communication that works for them.

RCS will provide, on request, information in an accessible format or with communication supports to individuals with disabilities, within a reasonable time frame.

RCS will meet the internationally-recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements, in accordance with Ontario’s accessibility laws.

Service Animals

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

When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (a letter or form) from a regulated health professional that confirms that the person needs the service animal for reasons relating to their disability.

If service animals are excluded from the premises, we will do the following to ensure that people with disabilities can access our services and facilities:

  • Explain why the animal is excluded;
  • Discuss with the client another way of accommodating their disability in order that they can access our services and facilities.

We welcome tenants with disabilities at all of our residential sites and will do our best to accommodate residents who require service animals, to the extent that it does not present any health or safety concerns, or interfere with the well-being of other residents. An example of a situation in which presence of a service animal would not be appropriate is in the case that another tenant has an allergy to, or is not comfortable around, animals.

RCS will factor in the use of a service animal when making decisions related to housing placement. In cases where presence of a service animal is not appropriate, Regeneration Community Services will try to arrange an alternate option for the client – for example, an independent apartment may be more suitable than placement in our congregate living program.

It is the responsibility of the individual with a disability to ensure that their service animal is in good health, does not pose a risk to the health and safety of others, and is under their care and control at all times.

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. RCS will ensure that both the individual with a disability and their support person are permitted to enter the premises together, and that the person with a disability has access to the support person while on RCS premises.

In such cases where a Sign Language Interpreter is required for tenants who are hearing impaired (such as at monthly tenant meetings at Annual General Meetings), RCS will schedule upon request a Certified Interpreter one year in advance. For RCS social events and outings, RCS will strive to obtain the services of ASL students at George Brown College.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, RCS will notify our clients promptly. The 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.


RCS will provide accessible customer service training to:

  • All employees and volunteers;
  • Anyone involved in developing our policies;
  • Anyone who provides goods, services or facilities to clients on our behalf.

Staff will be trained on accessibility as it relates to their specific roles within one month of being hired.

Training topics may include:

  • The purpose of the Accessibility for Ontarians with Disabilities Act (AODA, 2005) and the requirements of its customer service standard;
  • RCS’s accessibility policy and any other policies related to the customer service standard;
  • How to interact and communicate with people with various types of disabilities;
  • How to interact with people with disabilities who use an assistive device (e.g. hearing aid, mobility aid) 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 goods, services or facilities at RCS.

Third-party contractors who deliver goods and services on behalf of RCS are required to ensure that they meet legislative requirements of accessible customer service and that they have read, acknowledged and understood RCS’s accessibility policies.

Feedback Process

RCS welcomes feedback on how we provide accessible customer services. Customer feedback will better enable us to identify barriers and respond to concerns.

Members are welcome to provide feedback on the way that Regeneration Community Services provides services and facilities to people with disabilities in the following ways:

  • In person or over the phone
  • By coming into head office and speaking with Noel, our executive director
  • In writing
  • By submitting a contact form on our website (
  • By emailing

All feedback, including complaints, will be brought to the attention of the Executive Director. Any feedback involving RCS’s broader policies and procedures will be directed to the Board of Directors.

Those who submit feedback and request a response can expect to hear back within 48 hours.

RCS will make sure that our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

Availability of Documents

RCS will notify the public that documents related to accessible customer services are available upon request by posting a hardcopy of our accessibility policy at all locations and an electronic copy on our website.

RCS will provide this document in an accessible format or with communication support on request. We will consult the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner, and at no additional cost.

Modification of This or Other Policies

Any policies of RCS that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

Accessible Workplace

Recruitment & Hiring

Regeneration Community Services (RCS) welcomes and encourages applications from individuals with disabilities.

Accommodations can be made during the recruitment and hiring process. If an applicant or successful candidate requires an accommodation, we will discuss their needs with them, and make adjustments to support them. All workplace information, including information needed by employees to perform their jobs (e.g. job descriptions and manuals) and general information available to all employees (e.g. newsletters and bulletins) are available in accessible formats, upon request.


RCS staff are aware that supports are available for employees with disabilities. Upon request, we will develop and implement accommodation plans for employees with disabilities. Where needed, we will also provide customized emergency information to help an employee with a disability in the event of an emergency.

Our performance management, career development and redeployment processes will take into account the accessibility needs of RCS staff.

In the event that a staff member has taken a leave of absence due to a disability and requires disability-related accommodations to return to work, RCS will work with them to develop a return-to-work plan that takes into account their disability.

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