Accessibility at EcoFrost

1. Our commitment

EcoFrost Heating and Cooling believes that everyone — including people with disabilities — should be able to find information about our services, request emergency HVAC help, and book an appointment online with the same ease and independence as any other customer.

We comply with our obligations under Ontario's Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the related Integrated Accessibility Standards Regulation (IASR), and we strive to meet international best practices for web accessibility.

2. Conformance status

EcoFrostHeating.ca targets WCAG 2.1 Level AA as its baseline conformance level. We design and develop with the following in mind:

• Semantic HTML so screen readers can parse page structure
• Descriptive alternative text on informative images
• Keyboard navigation and visible focus states on all interactive elements
• Tap targets of at least 44 × 44 pixels on mobile
• Sufficient color contrast for body text and UI controls
• Form labels associated with inputs; clear error messages
• ARIA landmarks for navigation, main content, and footer regions
• Captions or transcripts on substantive video content (where used)

We are continuously improving and acknowledge that some areas of the site may not yet fully meet our target. If you encounter a barrier, please tell us using the feedback channels below — your reports help us prioritize fixes.

3. Accessible customer service

Our technicians and office staff are trained on accessible customer service principles. Some specific accommodations we offer:

• Phone or email booking as an alternative to the online form
• Service-call communication by SMS, email, phone, or video as the customer prefers
• Written quotes in larger print or read aloud on request
• Service animals welcomed in your home during any service visit
• Quiet workspaces and reduced-noise tool use when requested
• Patient explanation of equipment and any safety items, in plain language

4. Tell us about an accessibility barrier

If you experience a barrier on our website or during a service visit, please contact us. We will acknowledge accessibility feedback as soon as practicable and aim to provide a substantive response within a reasonable timeframe. For urgent accessibility barriers (e.g. you cannot book a needed service), call (416) 835-4775 and we will assist by phone. Feedback may also be provided by any of these channels:

Please include the page URL, what you were trying to do, and what made it difficult. If you are happy to be contacted, share the best phone number or email — but you may also report anonymously if you prefer.

5. Alternative formats

On request, we will provide accessible formats and communication supports for information about our services — including documents like quotes, invoices, warranty paperwork, and rebate forms — in a timely manner and at no additional cost. Common formats include large print, electronic text, plain-language summaries, and reading the document aloud during a phone or video call.

6. Multi-year accessibility plan

EcoFrost maintains an internal multi-year plan describing the steps we are taking to meet IASR requirements and to reduce accessibility barriers. We review and update the plan at least every five years. To request a copy, contact us using any of the channels above.

7. Known limitations

Despite our best efforts, the following known limitations exist on the site today. We are actively working to address them:

• Some older blog post images may lack descriptive alternative text.
• The "Emma" virtual assistant chat does not yet support screen-reader-driven keyboard navigation in every flow. Please use our phone or email channels for full equivalent service.
• Some PDF rebate program documents linked from external regulators may not be fully accessible; please contact us and we will read or transcribe them on request.