Service Animal Policy

Purpose

IVONNE is committed to an inclusive, safe, and respectful environment for all clients and staff. We recognize that service animals remove barriers for individuals with disabilities. The right to be accompanied by a service animal is protected under the Ontario Human Rights Code, R.S.O. 1990, c. H.19, the Accessibility for Ontarians with Disabilities Act, 2005, the Accessibility Standards for Customer Service, O. Reg. 429/07, and the Personal Service Settings Regulation, O. Reg. 136/18 (s. 5(3) — animals not permitted except service animals).

Commitment & Continuous Improvement

IVONNE has not previously been asked to accommodate service animals in our clinic environment. While our intention is to remain fully compliant with applicable legislation, we recognize that accommodation processes may need to be developed on a case-by-case basis. We will work collaboratively with clients, staff, and other stakeholders to ensure appropriate accommodations while maintaining a safe, respectful, and inclusive environment for all.

Definition of a Service Animal

For the purposes of this policy and in accordance with O. Reg. 429/07 (s. 4(9)) under the AODA, a service animal is:

• An animal that is readily identifiable as being used by a person for reasons relating to their disability (e.g., harness or vest), or
• An animal for which the individual provides documentation from a regulated health professional confirming the animal is required for disability-related reasons.

Advance Disclosure Requirement

To ensure a safe and respectful environment for all, clients who intend to bring a service animal must notify IVONNE no later than two (2) weeks prior to their appointment.

This advance disclosure allows IVONNE to:

• Review staffing for potential allergies, phobias, or medical sensitivities.
• Consider cultural or religious sensitivities.
• Coordinate scheduling to minimize conflicts with other clients who may be affected.

Staff and Client Considerations

• IVONNE will work with the individual accompanied by a service animal and with any affected staff or clients to find appropriate accommodations.
• Possible accommodations include adjusted scheduling, alternate staffing, or separation of spaces when feasible.
• Interaction with the service animal is not permitted unless invited by the handler.

Compliance

• If it is not obvious that the animal is a service animal, IVONNE may request documentation from a regulated health professional confirming the disability-related need (AODA Customer Service Standard, O. Reg. 429/07, s. 4(9)(b)).
• IVONNE will ensure compliance with the Ontario Human Rights Code, the AODA and its regulations (O. Reg. 429/07), and the Personal Service Settings Regulation, O. Reg. 136/18 (s. 5(3)).