Accessibility Policy

The goal of the Accessibility for Ontarians with Disabilities Act (AODA) is to create a more accessible Ontario by identifying, and to the extent possible, preventing and eliminating barriers experienced by persons with a disability. Fifth Story strives to provide a barrier-free environment for our clients and to provide services to people with disabilities in a manner that respects their dignity, and independence, assuring equality of opportunity and integration, and ensuring they receive the same high standard of service excellence that we endeavour to provide to all clients.

Accessible Customer Service Plan

Providing Services to Customers with Disabilities

Fifth Story is committed to excellence in serving all customers including people with disabilities.

Assistive Devices

We will ensure that our staff is familiar with assistive devices that may be used by customers with disabilities while accessing our services.


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

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.

We will notify customers of this through direct communication with them on as needed basis.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services, Fifth Story will notify customers promptly through email and telephone communication. This notice will include information about the reason for the disruption, and its anticipated length of time.

The notice will be placed as a part of the welcome telephone message and when necessary as an email autoreply for all email Fifth Story email accounts that are in contact with the public or customers.


Fifth Story will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf.

Individuals in the following positions will be trained:

  • Business Development Managers
  • Office managers
  • Sales Assistants
  • Customer Service Representatives
  • Production Managers
  • Production assistants
  • Producers
  • Editors
  • Media Relations Managers and Coordinators

This training will be provided to staff within 6 months after hiring.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Fifth Story’s plan 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 or require the assistance of a service animal or a support person
  • What to do if a person with a disability is having difficulty in accessing Fifth Story’s goods and services

Staff will also be trained when changes are made to Fifth Story’s accessible customer service plan.

Feedback Process

Customers who wish to provide feedback on the way Fifth Story provides services to people with disabilities can do this in following ways:

  • Electronically, by visiting our website at
  • By email, to
  • In person, by visiting Fifth Story’s Toronto office and hand-delivering feedback in writing to the reception area.
  • In writing, to:

Fifth Story
509- 920 Yonge St.
Toronto, ON  M4W3C7

All feedback, including complaints, will be reviewed by CFOO to ensure corrective and remedy actions are taken.

Customers can expect to hear back in 15 business days about the outcome.

Modifications to this or Other Policies

Any policy of Fifth Story that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.