Our service principles


  • We review and evaluate our performance and provide our persons supported with this information.
  • We protect our persons supported personal information and privacy.
  • We strive to manage our resources efficiently so that we provide value for our persons supported.


  • We make sure that persons supported with disabilities have an equal opportunity to access our services.
  • We treat our persons supported in ways that respect their dignity and independence.


  • We listen to our persons supported.
  • We take into account the diverse needs of our persons supported.
  • We are always looking for ways to improve our services to make it easier for our persons supported to get what they need.


  • We provide clear information about our services that is reliable, accurate and up-to-date.
  • We set specific service standards.
  • We review and evaluate our performance and provide our clients with this information.


  • We treat our persons supported equitably and fairly, with dignity and respect.

Our service standards

Our service standards comply with the following legislation:

  • Ontario Human Rights Code
  • Information access and privacy provisions of the:
    • Freedom of Information and Protection of Privacy Act
    • Personal Health Information Protection Act
  • Accessibility requirements of the:
    • Ontarians with Disabilities Act, 2001
    • Accessibility for Ontarians with Disabilities Act, 2005
    • Accessibility Standards for Customer Service, Ontario Regulation 429/07