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Please note, all Fred Victor programs and offices are closed for the Easter weekend including Monday with the exception of our 24-hour services.  Please phone ahead to find out hours of operation.

On Tuesday, April 3, 2018, all sites will be open regular hours.

To get more information about the site you will be visiting, please telephone the program or service location directly by clicking, HERE? 

If you wish to give feedback or make a complaint, here are three ways:
1. Online feedback form HERE!
2. Email:
3. Telephone: (416) 364-8228 ext. 1303

Fred Victor Customer Service Standards Document
Download File

This document contains information on accessibility and customer service under the following headings:
→ policy
→ communication
→ assistive devices
→ service animals
→ support persons
→ notices of temporary disruptions
→ feedback processes → training

Website Accessibility Information
This section provides suggestions for modifications you can make in your operating system and browser to help access our site.

Download eSSENTIAL Accessibility assistive technology software for individuals with physical disabilities here. We currently have complete step-by-step accessibility modifications for the following browsers and operating systems.

Step-by-step instructions to:

Change text size

Make the website easier to view by making text larger and more readable.

Mouse pointer visibility

Helpful if you have trouble viewing the mouse pointer.

Change colours

Learn how to change the text and background colours for web pages you visit to make them more readable.

Change fonts

Change the font style for web pages you visit to make them more readable.

Fred Victor's Multi-year Accessibility Plan

In 2005 the government of Ontario passed the Accessibility for Ontarians with Disabilities Act (AODA) with the goal of making Ontario accessible by 2025. The Integrated Accessibility Standards Regulation (IASR) under AODA requires companies to develop a multi-year plan to prevent and remove barriers for persons with disabilities.

Under the AODA, Fred Victor is required to comply with the following accessibility standards:

  • Customer Service

  • Information and Communications

  • Employment

  • Transportation

  • The Built Environment

The accessibility plan will help to inform planning requirements under the IASR. It will outline specific steps Fred Victor is taking to improve opportunities for persons with disabilities.

Statement of Commitment

Fred Victor is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

Accessible Emergency Information

Fred Victor is committed to providing the customers and clients with publicly available emergency information in an accessible way upon request. We will also provide employees with disabilities with individualized emergency response information when necessary.

Planned Action:

Fred Victor will implement the following measures

  • Update our Emergency Procedures to make sure they can be followed by persons with disabilities

  • Ensure our Emergency Plans and public safety information is available in an accessible format or with appropriate communication supports upon request

  • Develop individualized emergency response procedures for employees with disabilities who have disclosed a disability and/or who are being accommodated according to their disability

  • Communicate these Individualized emergency plans to Managers and Safety representatives on an “as-needed” basis

  • Provide assistance to employees with a disability (who have given prior consent) to help them evacuate the workplace in case of an emergency or disaster

  • Review and assess on an ongoing and regular basis the Workplace emergency response procedures and individualized emergency plans to ensure that accessibility issues are adequately attended to.


Fred Victor will provide training to employees, volunteers and other workers on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers and other workers. Persons participating in the development and approval of company policies and procedures will receive appropriate training that meets the requirements under the Integrated Regulation.

Planned Action:

Fred Victor will implement the following measures

  • Ensure training is provided to all employees, volunteers and other third-party workers as soon as is practicable

  • Keep and maintain a record of the training provided

  • Ensure that any changes to the policies are communicated

Information and Communication

Fred Victor is committed to meeting the communications needs of people with disabilities and making our organization's information accessible.

Feedback, Accessible Formats and Communication Supports

Fred Victor will ensure existing feedback processes are accessible to people with disabilities upon request by January 15, 2015.

Planned Action:

Fred Victor will implement the following measures

  • Upon request, provide accessible formats and communication supports to persons with disabilities in a timely manner, taking into account the person’s accessibility needs

  • Look at current methods to obtain user feedback on accessibility. Ensure that processes for receiving feedback are accessible.

  • Provide guidelines to all staff to ensure public documents and media are readily available in alternate accessible formats

  • Expand organizational awareness of requirements for compliance with Information and Communication Standards of AODA.

  • Create Accessibility page on web site that contains audio-linked information and policy under the following headings:

    > Policy  

    > Communication  

    > Assistive Devices  

    > Service Animals  

    > Support Persons  

    > Notices of Temporary Disruptions  

    > Feedback Process  

    > Training Plan  

    > Communication Process  

    > Accessibility plan

Accessible Websites and Web Content

Planned Action:

The Fred Victor Communications Department will take the following steps to make all new websites and content on those sites conform with WCAG 2.0 Level A by January 14, 2014

  • Attend workshops and where necessary hire consulting services in order to become compliant.

  • Identify the barriers to people with disabilities from accessing our websites.

  • Ensure a digital platform for public websites, mobile applications and information technology infrastructure to meet AODA information and Communication Standards

  • Ensure partnering vendors have technological capacity and expertise to assist with and where necessary be accessibility compliant

  • Post a statement on the website about accessibility and the availability of accessible and alternative formats and communication supports

Here is what the Fred Victor website currently provides:

  • Text Alternatives for non-text content

  • Time-based Media for transcripts of video content

  • Adaptable layout and text size

  • Distinguishable colour contrast controls

  • Keyboard Accessibility

  • Enough Time

  • Prevention of Seizures due to visual stimulus

  • Intuitively Navigable with distinct links

  • Readability, using plain language

  • Predictable and consistent style

  • Compatibility with other technology and assistive features


Fred Victor is committed to fair and accessible employment practices. This includes providing accessibility across all stages of the employment cycle.

Recruitment and Assessment

Fred Victor will incorporate new requirements under the Employment Standard to ensure barriers in recruitment are eliminated.

Planned Action:

Fred Victor will implement the following measures

  • Notify employees and the public that applicants with disabilities will have accommodations available to them.

  • Specify on job postings that accommodation is available to applicants with disabilities

  • Inform candidates when called for an interview about the availability of accommodation. Include the availability of accommodation notice in the script Managers use when scheduling an interview or other assessment

  • Inform candidates when they are chosen to participate in the selection process that accommodations are available in relation to the materials or processes used

  • Consult with applicants who request accommodations to arrange accommodations that are suitable and take into account the applicant’s accessibility needs

  • When making offers of employment, Fred Victor will notify the successful applicant of our policies around accommodating employees with disabilities

 Individual Accommodation Plans and Return to Work Process

Fred Victor is committed to developing individual accommodation plans and return-to-work policies for employees that have been absent due to disability. Fred Victor will incorporate the new accessibility requirements under the IASR to eliminate barriers to accommodation and return to work plans.

Planned Action:

Fred Victor will implement the following measures

  • Include in the process the manner in which the employee requesting accommodation can participate in developing the plan

  • Provide individualized accommodation plans in writing to any employee with a disability or any employee has been absent from work due to a disability and requires accommodations to return to work

  • Include in the process, the manner in which Fred Victor can request an evaluation by an outside expert, at our expense, to assist us in determining if and how accommodation can be achieved

  • Provide the employee with the reasons for the denial if the individual accommodation plan is denied

  • Include in the process the means of providing the individual accommodation plan in a format that takes into account the employee’s accessibility needs

  • When individual accommodation plans are established, ensure they include workplace emergency response information

  • Outline the frequency in which individual accommodation plans will be reviewed and updated and the manner in which it will be done

Support Information for Employees

Fred Victor is committed to ensuring that all employees are informed of policies that support employees with disabilities.

Planned Action:

Fred Victor will implement the following measures

  • Inform current employees and new hires of Fred Victor’s policies supporting employees with disabilities, including by not limited to, policies regarding job accommodations that take into account accessibility needs due to disability

  • Provide this information to new employees in the orientation process

  • Keep employees up to date on changes to policies

  • Provide accessible formats and communication supports to employees who request them for:

  • Information that is needed in order to perform their job

  • Information that is generally available to employees in the workplace


Performance Management, Career Development and Redeployment

Fred Victor is committed to ensuring that barriers in performance management, career development and redeployment are eliminated and policies are followed where applicable.

Planned Action:

Fred Victor will implement the following measures:

  • Review, assess and if necessary, modify existing policies and practices to ensure compliance with the IASR

  • Take the accessibility needs of employees with disabilities and their accommodation plans into account when assessing or managing their performance

  • Take the accessibility needs of employees with disabilities and their accommodation plans into account when managing or providing career development or advancement

  • Take the accessibility needs of employees with disabilities and their accommodation plans into account when redeploying employees


This standard does not apply to Fred Victor.

Design of Public Spaces

Fred Victor will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces.

Planned Action:

Fred Victor will implement the following measures:

  • In the event of a service disruption, notify the public of the disruption and the alternatives available

  • Fred Victor’s compliance to the AODA standards for the renovation and construction of public places is contingent on the professional standards and expertise of those contracted by Fred Victor to design and construct such public spaces.


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