Accessible customer service plan

Providing goods and services to people with disabilities

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

Assistive devices

We will ensure that our staff are trained and familiar with various assistive devices 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. There are no fees for admission to Utilities Kingston’s premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities water, sewer, electric, streetlight/traffic signals, or fibre optic services, Utilities Kingston 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.

The notice will be placed at websites that provide these services:

Utilities Kingston website at for water, sewer, streetlight/traffic signals and fibre optic services

Kingston Hydro website at for electric distribution services.

Training for staff

Utilities Kingston will provide training to all of its employees, volunteers and others who deal with the public or other third parties on their behalf.

This training will be provided to staff during their initial orientation to their duties upon hire or, at the latest, within three weeks of hire.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Utilities Kingston’s accessible customer service plan.
  • 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 assist customers with disabilities to access our goods or services
  • What to do if a person with a disability is having difficulty in accessing Utilities Kingston’s goods and service

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

Feedback process

Customers who wish to provide feedback on the way Utilities Kingston provides goods and services to people with disabilities can contact Customer Service. All feedback will be directed Customers can expect to hear back in five business days. Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications to this or other policies

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