Distribution Since 1979
tdl@tdlcanada.ca1-888-835-3478 English Français

Providing Goods and Services to People with Disabilities

TDL Canada Inc. is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.

The organization is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

TDL Canada Inc is committed to excellence in serving and providing goods, services or facilities to all customers including people with disabilities.  Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

Assistive devices

We will ensure that our staff are trained and familiar with the assistive devices we have on site or that we provide for use 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.  We are actively working to ensure that our website and contact conform to the Web Content Accessibility Guidelines (WCAG) 2.0 Level A and Level AA standards, where our technology permits.

Upon request TDL Canada Inc will provide or arrange for the provision of information in accessible formats for persons with disabilities.  Communication supports will be provided in a timely manner, which account for the person’s needs.  The individual will be consulted to determine the suitability of a communication support.

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 a notice posted on our premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities the company 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.   If requested, we will work with our customers and employees to find other ways to provide services.

The notice will be placed at the entrance of building.


We are committed to training all staff and volunteers in accessible customer service, other Ontario’s accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • The Company’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 the Company’s goods and services

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

Feedback process

TDL Canada welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns. Feedback can be provided by email, phone, speaking with management etc.

All feedback, including complaints, will be directed to the Customer Service Team at Sales@tdlgentek.com.

Customers can expect to hear back within a timely manner.


We notify employees, job applicants and the public that accommodations can be made during recruitment and hiring. We notify job applicants when they are individually selected to participate in an assessment or selection process that accommodations are available upon request. We consult with the applicants and provide or arrange for suitable accommodation.

We notify successful applicants of policies for accommodating employees with disabilities when making offers of employment.  We notify staff that supports are available for those with disabilities as soon as practicable after they begin their employment. We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation that take into account an employee’s accessibility needs due to a disability.

We will consult with employees when arranging for the provision of suitable accommodation in a manner that takes into account the accessibility needs due to disability. We will consult with the person making the request in determining the suitability of an accessible format or communication supports specifically for:

a) information that is needed in order to perform the employee’s job; and

b) information that is generally available to employees in the workplace

Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. With the employee’s consent, we will provide workplace emergency information to a designated person who is providing assistance to that employee during an emergency.

We will provide the information as soon as practicable after we become aware of the need for accommodation due to the employee’s disability.

We will review the individualized workplace emergency response information:

·       when the employee moves to a different location in the organization;

·       when the employee’s overall accommodations needs or plans are reviewed; and

·       when the employer reviews its general emergency response policies.


We have a written process to develop individual accommodation plans for employees and employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work.


Our performance management, career development and redeployment processes take into account the accessibility needs of all employees.

Modifications to this or other policies

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

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