Accessible Customer Service Plan

Heritage Music Academy (herein called “HMA”) 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 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 disabilities.

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.

Fees will not be charged for support persons.

We will notify customers of this through a notice posted on our premises and our website (

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, HMA 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 on the main entrance and front desk of the premise.


HMA will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • HMA’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
  • How to use the A/V equipment and digital piano with headphones 
  • What to do if a person with a disability is having difficulty in accessing HMA’s goods and services
  • 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 HMA provides goods and services to people with disabilities can submit their feedback via:


AODA Administrator
Heritage Music Academy
100-5970 16th Avenue
Markham, ON L3P 7R1


Contact Us


Reception desk: please ask for the AODA Custom Feedback form

Our feedback form can be downloaded by clicking on this link (PDF file).

All feedback, including complaints, will be submitted to the AODA management team.

Customers can expect to hear back in 5 business days.

Notice of availability

HMA will notify the public that our policies are available upon request by contacting us via the Feedback process, online at or a hard copy at the front desk.

Modifications to this or other policies

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

Last modified:

  • February 25, 2023: grammatical and typographical corrections
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