Accessibility and Disabilities Policies

Accessibility for Ontarians with Disabilities Policy

Merriam Music 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, 2005 (“AODA”) and Ontario’s accessibility laws.

Merriam Music is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination. We understand that obligations under the AODA and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law. We are 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.

Training for staff

  • Merriam Music will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service, policies, practices and procedures.
  • Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
  • We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies. We maintain records of the training provided, including the dates on which the training was provided and the name of the individuals to whom it was provided.
  • Training will include the following:
    • The purposes of the AODA, the requirements of the Customer Service Standards and how the requirements pertain to our policies
    • 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 showroom, recital hall, or lesson space

Assistive devices

  • We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods, services or facilities. We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.


  • We communicate with people with disabilities in ways that take into account their disability. This may include the following:
    • Speaking clearly and slowly
    • Removing a face mask if wearing one to help a hearing-impaired person lip read
  • We will work with the person with disabilities to determine what method of communication works for them.

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 and third parties.
  • When we cannot easily identify that an animal is a service animal, our staff may ask for documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability. Here is a list of regulated health professionals:
    • College of Audiologists and Speech-Language Pathologists of Ontario
    • College of Chiropractors of Ontario
    • College of Nurses of Ontario
    • College of Occupational Therapists of Ontario
    • College of Optometrists of Ontario
    • College of Physicians and Surgeons of Ontario
    • College of Physiotherapists of Ontario
    • College of Psychologists of Ontario
    • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

Support Persons

  • We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter our premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.  Fees will not be charged for support persons accompanying customers.
  • In certain cases, we might require a person with a disability to be accompanied by a support person for the health or safety reasons of:
    • the person with a disability
    • others on the premises
  • Before making a decision, we will:
    • consult with the person with a disability to understand their needs
    • consider health or safety reasons based on available evidence
    • determine if there is no other reasonable way to protect the health or safety of the person or others on the premises
  • If it is determined that a support person is required, we will waive the admission fee (if applicable) for the support person.

Notice of Temporary Disruption

  • Merriam Music will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
  • The notice will be placed at all public entrances and service counters on our premises, along with a note on our website.

Feedback Process

  • The ultimate goal of Merriam Music is to meet and surpass customer expectations while serving customers with disabilities. 
  • Comments on our services regarding how well those expectations are being met are welcome and appreciated. Customer feedback will help us identify barriers and respond to concerns.
  • Questions or feedback regarding the way Merriam Music provides goods and services to people with disabilities can be made by advising the manager of that specific department.  If the manager is not available, then please refer them to the On Call Manager, or via email at All feedback will be directed to the Director of Human Resources.
  • Customers can expect to hear back in 3 business days.
  • Our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports upon request.

Notice of Availability of Documents:

  • Documents related to accessible customer service are available upon request. Go to
  • We will provide these documents in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost

Information and Communications

  • We have a process for receiving and responding to feedback and the process is accessible to persons with disabilities upon request.
  • We communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports:
    • in a timely manner, taking into account the person’s accessibility needs due to disability; and
    • at a cost that is no more than the regular cost charged to other persons.
  • We will consult with the person making the request in determining the suitability of an accessible format or communication support. If the organization determines that information or communications are unconvertible, the organization shall provide the requestor with:
    • an explanation as to why the information or communications are unconvertible; and
    • a summary of the unconvertible information or communications.
  • We notify the public about the availability of accessible formats and communication supports on our website.
  • We will also meet internationally-recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.
  • Regarding billing, we are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: hard copy, large print, e-mail. We will answer any questions customers may have about the content of the invoice in person, by telephone or email.


  • 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:
    • information that is needed in order to perform the employee’s job; and
    • 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.
  • We have a written process for 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.

Design of Public Spaces

  • We will meet accessibility laws when building or making major changes to public spaces. Our public spaces include:
    • Accessible off-street parking
    • Service-related elements like front desk counter and waiting areas
  • We put procedures in place to prevent service disruptions to the accessible parts of our public spaces.

Changes to Existing Policies

  • Any policies of this organization that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.
  • This document is publicly available. Accessible formats are available upon request.


For more information about the Policy or for questions regarding Merriam Music policies, practices and procedures for accessible customer service, please contact:

  1. Any Merriam Music Store
  2. By telephone to our Customer Care team at: 905-829-2020

iii. In writing to:

Customer Care

2359 Bristol Circle, Oakville, ON, L6H6P8

  1. Electronically to administration@merriammu


View our Multi-Year Accessibility Plan here.