Accessible Customer Service and Complaints

The objective of the AODA is to make the Province of Ontario completely accessible by 2025.

(Source: About the Accessibility for Ontarians with Disabilities Act, 2005)

Our Policy

The Mills is committed to providing quality goods and services that are accessible to people of all ages and abilities. We have taken many initiatives to foster an inclusive community by identifying and removing barriers faced by persons with disabilities.

Click here to view our Accessible Customer Service Policy

Click here to view our Complaints Policy

It will ensure that our goods and services are provided in a way that respects the dignity and independence of our customers while ensuring integration and equal opportunity for all people. The policy is also available in hard copy upon request.


The Mills welcomes feedback and practical ideas so that we can further reduce barriers to access and participation in our services and programs.

Feedback can be provided by telephone, fax, e-mail, in person or in writing.

Click here to view our Complaint and Accessible Service Feedback Procedure

Click here to view our Complaints and Feedback Flowchart

Click here to view our Complaint and Accessible Service Feedback Form online

Click here to view our Employee Code of Conduct

Telephone: (613) 256-1031

Fax: (613) 256-1185


In person or in writing to:

67 Industrial Drive, PO Box 610 Almonte, ON K0A 1A0

Alternate Formats

The Mills will work in conjunction with the requestor to provide documents in an alternative format that takes into account the person’s disability. If you require content in an alternate format, please contact the Mills by telephone at (613)-256-1031 or by e-mail at

Notice of Temporary Service Disruption

Notice of Service Disruption shall be provided when facilities or services that people with disabilities usually use to access the Mills’ goods or services are temporarily unavailable or are expected in the near future to be unavailable, in whole or in part.

Notice may be given by posting information in a conspicuous place on the premises, on the Mills’ website or any other such method as is reasonable in the circumstances.

Our Staff and Volunteers are Informed

The Mills ensures that all employees to whom this policy directive applies have received training, including staff that deal with the public or other third parties, as well as those involved in developing customer service policies, practices, and procedures.

Additional Information

For additional information on AODA please refer to the resources listed below:

Ministry of Economic Development, Trade and Employment

Accessibility for Ontarians with Disabilities Act – 2005