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

You can read and download our Multi-Year Accessibility Plan by clicking this link.

If you require the Multi-Year Plan or our Customer Service Accessibility Plan in a more accessible format please contact us and we will do our best to accommodate your request.

Assistive devices:

We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or 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.

Notice of temporary disruption:

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities eyeDOCS 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. The notice will be placed at the reception desk.

Training for Staff:

eyeDOCS will provide accessible customer service training team members who deal with the public. Individuals in the following positions will be trained: Receptionists, Pre-Test Attendants, Eyewear Consultants, Optometrists, and Managers.

This training will be provided to team members during their first three months of employment. Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • An overview of the IASR and the Ontario Human Rights Code as it pertains to persons with disabilities
  • eyeDOCS’ 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
  • How to use the wheelchair available on-site at our eyeDOCS Ottawa clinic (1285 Kilborn Avenue)
  • What to do if a person with a disability is having difficulty in accessing eyeDOCS goods and services

Staff will also be trained when changes are made to our accessible customer service plan.

Feedback process:

Customers who wish to provide feedback on the way eyeDOCS provides goods and services to people with disabilities can provide feedback in the following way(s):

  • By email to info@eyeDOCSottawa.com
  • By speaking to any team member in person
  • By speaking to any team member on the phone
  • Or write to the Clinic Director, 1285 Kilborn Ave., Ottawa ON, K1H 6K9

All feedback will be directed to the Clinic Director. Patients can expect to hear back within seven days. Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications to this or other policies:

Any policy, practice or procedure of eyeDOCS that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

Access ON