Accessibility Policy

1.1 AODA 鈥� Statement of Commitment to Accessibility

兔子先生 is committed to providing a barrier-free environment for all stakeholders, including our clients, employees, job applicants, suppliers, and any visitors who may enter our premises, access our information, or use our services. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act, 2005, and its associated regulations.

兔子先生 understands that we have a responsibility for ensuring a safe, dignified, and welcoming environment for everyone. We are committed to ensuring our organization鈥檚 compliance by incorporating accessibility legislation into our policies, procedures, equipment requirements, training, and best practices. We will review these policies and practices annually, as organizational changes occur, or in anticipation of compliance deadlines. In addition, we will strive to meet the needs of individuals with disabilities in a timely and effective manner.

Providing an accessible and barrier-free environment is a shared effort, and we are committed as an organization to working with the necessary parties to make accessibility for all a reality. For more detailed information on our accessibility policies, plans, and training programs, please contact the HR Department.

1.2 AODA 鈥� Accessibility & Customer Service Policy

Intent

All goods and services provided by the 兔子先生 will follow the principles of dignity, independence, integration, and equal opportunity.

This policy meets the requirements of the customer service standards included in the Integrated Accessibility Standards Regulation under the Accessibility for Ontarians with Disabilities Act, 2005. It applies to the provision of goods and services to the public or other third parties, not to the goods themselves.

Definitions

Assistive device: A technical aid, communication device, or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them, such as a wheelchair, walker, or a personal oxygen tank, and that might assist in hearing, seeing, communicating, moving, breathing, remembering, or reading.

Disability: As defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:

Any degree of physical disability, infirmity, malformation, or disfigurement that is caused by bodily injury, birth defect, or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
A condition of mental impairment or a developmental disability;
A learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
A mental disorder; or
An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Guide dog: A highly trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons鈥� Rights Act, to provide mobility, safety, and increased independence for people who are blind.

Service animal: A service animal for a person with a disability if:

The animal can be readily identified as one that is being used by the person for reasons relating to the person鈥檚 disability, as a result of visual indicators such as the vest or harness worn by the animal; or
The person provides documentation from a member of one of the following regulated health professional colleges confirming that the person requires the animal for reasons relating to the disability:
- 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; or
- College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.

Support person: In relation to a person with a disability, another person who accompanies them in order to help with communication, mobility, personal care, medical needs, or access to goods and services.

Guidelines

The Provision of Goods and Services to Persons with Disabilities

The 兔子先生 will make every reasonable effort to ensure that its policies, practices, and procedures are consistent with the principles of dignity, independence, integration, and equal opportunity by:

Ensuring that all customers receive the same value and quality;
Allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services, as long as this does not present a health and safety risk;
Using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
Taking into account individual accommodation needs when providing goods and services; and
Communicating in a manner that takes into account the customer鈥檚 disability.

The Use of Assistive Devices

Customer鈥檚 Own Assistive Devices

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by the company.

In cases where the assistive device presents a health and safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services, up to the point of undue hardship.

For example, open flames and oxygen tanks cannot be near one another. Therefore, the accommodation of a customer with an oxygen tank might involve ensuring the customer is in a location that would be considered safe for both the customer and business.

Alternatively, where elevators are not present and where a customer requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the customer.

Guide Dogs and Service Animals

A customer with a disability who is accompanied by a guide dog or service animal will be allowed access to premises that are open to the public unless otherwise excluded by law. 鈥淣o pet鈥� policies do not apply to guide dogs or service animals.

Staff may respectfully ask if an animal is a service animal and will not ask the nature of the person鈥檚 disability or purpose of the animal.

Exclusion Guidelines

If a customer鈥檚 guide dog or service animal is excluded by law (see applicable laws below), the 兔子先生 will offer alternative methods to enable the person with a disability to access goods and services, when possible. For example, the company might accommodate a customer鈥檚 disability by securing the animal in a safe location and offering the assistance of an employee to facilitate the delivery of goods and services.

Applicable Laws

Food Safety and Quality Act, 2001, Ontario Regulation 31/05: Animals not intended for slaughter or to be euthanized are not allowed in any area or room of a meat plant. An exception is made for service dogs to allow them in those areas of a meat plant where food is served, sold, or offered for sale to customers and in those areas that do not contain animals or animal parts and are not used for the receiving, processing, packaging, labelling, shipping, handling, or storing of animals or parts of animals.

Dog Owners鈥� Liability Act, 2005: If there is a conflict between a provision of this legislation or of a regulation under this or any other act relating to banned breeds (such as pit bulls) and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails. Staff will respectfully explain that the service animal must be removed from the public area due to a municipal by-law and make alternate arrangements or provide the service outside the public area.

Recognizing a Guide Dog or Service Animal:

If it is not readily apparent that the animal is being used by the customer for reasons relating to their disability, the 兔子先生 may request verification from the customer.

Care and Control of the Animal:

The customer who is accompanied by a guide dog or service animal is responsible for maintaining care and control of the animal at all times.

Allergies and Other Health and Safety Concerns

If a health and safety concern presents itself, for example, in the form of a severe allergy to the animal, the 兔子先生 will make all reasonable efforts to meet the needs of all individuals. Pursuant to the company鈥檚 obligations under the Human Rights Code and the Occupational Health and Safety Act, each customer鈥檚 accommodation needs will be considered on a case-by-case basis, up to the point of undue hardship.

Due diligence needs to be paid to address health and safety requirements. For example, if a person鈥檚 health and safety could be seriously affected by the presence of a service animal on the premises open to the public, management must fully analyse all options for safely accommodating the service animal. Options could include creating distance between the two individuals to eliminate in-person contact, changing the time the two individuals receive service, or using air purifiers and other measures that could allow the person to use their service animal on the premises.

In very exceptional circumstances where a service animal becomes out of control, causing a clear disruption or a threat to the health and safety of others, and the animal鈥檚 behaviour is not corrected by the owner, a person with a disability can be asked to remove their service animal from the premises.

As a courtesy, particularly if the person and service animal have been in attendance on the premises for a long time, staff may ask whether the animal requires water, may designate an area in which the service animal can relieve itself, or ask whether the staff can be of assistance pertaining to the service animal.

The Use of Support Persons

If a customer with a disability is accompanied by a support person, the 兔子先生 will ensure that both persons may enter the premises together and that the customer is not prevented from having access to the support person.

There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations, the company will make every reasonable attempt to resolve the issue.

In situations where confidential information might be discussed, consent will be obtained from the customer before any potentially confidential information is mentioned.

Admission Fees

Where the company requires a support person to accompany a person with a disability, and where the person with a disability has agreed to the accompaniment, the company will not charge the support person any fees or fares.

Notice of Disruptions in Service

Service disruptions may occur for reasons that may or may not be within the control or knowledge of the 兔子先生. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use goods or services, reasonable efforts will be made to provide advance notice. In some circumstances, such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

If a notification needs to be posted, the following information will be included unless it is not readily available or known:

Goods or services that are disrupted or unavailable;
Reason for the disruption;
Anticipated duration; and
A description of alternative services or options.

Notification Options

When disruptions occur, the 兔子先生 will provide notice by:

Posting notices in conspicuous places, including at the point of disruption, at the main entrance, and the nearest accessible entrance to the service disruption, or on the company website;
Contacting customers with appointments;
Verbally notifying customers when they make a reservation or appointment; or
By any other method that may be reasonable under the circumstances.

Customer Feedback

The 兔子先生 shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and notice of the process will be made available through the Canadian Chambers website Feedback forms, along with alternate methods of providing feedback verbally (in person or by telephone) or written (handwritten, delivered, website, or e-mail), will be available upon request.

Submitting Feedback

Customers can submit feedback to:

Sergio Knircha, Senior Director, Human Resources
613.291.7304
1700 鈥� 275 Slater Street, Ottawa ON K1P 5H9
sknircha@chamber.ca

Customers who wish to provide feedback by completing an onsite customer feedback form or verbally can do so to any The 兔子先生 employee.

Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

Training

Training will be provided to:

Every employee of or a volunteer with The 兔子先生;
Every person who participates in developing the policies of The 兔子先生; and
Every other person who provides goods, services, or facilities on behalf of The 兔子先生.

Training Provisions

Regardless of the format, training will cover the following:

A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005;
A review of the requirements of the customer service standards;
Instructions on how to interact and communicate with people with various types of disabilities;
Instructions on how to interact with people with disabilities who:
- Use assistive devices;
- Require the assistance of a guide dog or other service animal; or
- Require the use of a support person (including the handling of admission fees);
Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities;
Instructions on what to do if a person with a disability is having difficulty accessing our services; and
Policies, procedures, and practices of the company pertaining to providing accessible customer service to customers with disabilities.

Training Schedule

The 兔子先生 will provide training as soon as practicable. Training will be provided to new employees, volunteers, agents, and contractors during orientation. Revised training will be provided in the event of changes to legislation, procedures, policies, or practices.

Administration

If you have any questions or concerns about this policy or its related procedures, please contact:

Sergio Knircha, Senior Director, Human Resources
613.291.7304
1700 鈥� 275 Slater Street, Ottawa ON K1P 5H9
sknircha@chamber.ca

This policy and its related procedures will be reviewed as required in the event of legislative changes or changes to company procedures.

Employment

Recruitment, Assessment and Selection

The 兔子先生 will notify employees and the public about the availability of accommodation for job applicants who have disabilities. Applicants will be informed that these accommodations are available, upon request, for the interview process and for other candidate selection methods. Where an accommodation is requested, the 兔子先生 will consult with the applicant and provide or arrange for suitable accommodation.

Successful applicants will be made aware of the 兔子先生’s policies and supports for accommodating people with disabilities.

Accessible Formats and Communication Supports for Employees

The 兔子先生 will ensure that employees are aware of our policies for employees with disabilities and any changes to these policies as they occur.

If an employee with a disability requests it, the 兔子先生 will provide or arrange for the provision of accessible formats and communication supports for the following:

Information needed in order to perform his/her job; and
Information that is generally available to all employees in the workplace.

The 兔子先生 will consult with the employee making the request to determine the best way to provide the accessible format or communication support.

Workplace Emergency Response Information

Where required, the 兔子先生 will create individual workplace emergency response information for employees with disabilities. This information will take into account the unique challenges created by the individual’s disability and the physical nature of the workplace, and will be created in consultation with the employee.

This information will be reviewed when:

The employee moves to a different physical location in the organization;
The employee’s overall accommodation needs or plans are reviewed; and/or
The 兔子先生 reviews general emergency response policies.

1.3 AODA 鈥� Integrated Accessibility Standards Regulation (IASR) Design of Public Spaces Policy

Intent

This policy is intended to meet the requirements of the for the Design of Public Spaces Standard set forth under the . This policy applies to removing barriers in two (2) areas:

Buildings; and
Public spaces.

Definitions

Accessible Formats: Include but are not limited to large print, recorded audio and electronic formats, braille and other formats usable by persons with disabilities.

Beach Access Routes: Routes that are constructed for public pedestrian use that provide access to public beaches from off-street parking facilities, recreational trails, exterior paths of travel and amenities.

Environmental Mitigation: Activities that are intended to address any negative effects on the environment caused by the standard.

Environmental Restoration: Activities that will benefit the environment.

Exterior Paths of Travel: Refers to sidewalks and walkways designed and constructed for pedestrian travel and intended to provide a functional route from Point A to Point B, rather than a recreational experience.

Kiosk: An interactive electronic terminal, including a point-of-sale device, for public use that allows users to access one (1) or more services or products.

Redeveloped: A planned significant alteration to a public space. It does not include maintenance activities, environmental mitigation or environmental restoration.

General Principles

In accordance with the Integrated Accessibility Standards, Ontario Regulation 191/11, this policy addresses the following:

Procuring or Acquiring Goods and Services, or Facilities

兔子先生 will incorporate accessibility criteria and features when procuring or acquiring goods, services or facilities. The only exception is in cases where it is impracticable to do so.

Records

兔子先生 will maintain records on the training provided, when it was provided and the number of employees that were trained.

Self-Serve Kiosks

兔子先生 will incorporate accessibility features when designing, procuring or acquiring self-service kiosks. 兔子先生 will always be aware of the accessibility features of self-service kiosks for persons with disabilities.

A. Off-Street Accessible Public Parking

Types of Spaces and Access Aisles

兔子先生 will ensure that any newly constructed or redeveloped off-street parking facilities provide the following two (2) types of parking spaces available for persons with disabilities:

Type A 鈥� Parking space with a minimum width of 3.4 m; and

Type B 鈥� Standard parking space with a minimum width of 2.4 mm.

Access aisles will be provided for all accessible parking spaces and will meet the requirements of the Integrated Accessibility Standards, .

Minimums

兔子先生 will ensure that any newly constructed or redeveloped off-street parking facility meets, and where possible exceeds, the required number of accessible parking spaces based on the size of the lot. The number of accessible spaces will be aligned with the requirements specified in the Integrated Accessibility Standards, .

Signage

兔子先生 will ensure that the proper signage is provided for each accessible parking space. Type A parking spaces will have signage indicating van accessibility.

B. Obtaining Services

Service Counters

When constructing or replacing any service counters, 兔子先生 will ensure that at least one (1) counter is made accessible in accordance with the Integrated Accessibility Standards, .

Fixed Queuing Guides

When constructing new fixed queuing guides, 兔子先生 will ensure that they are made accessible to people with various disabilities in accordance with the Integrated Accessibility Standards, .

Waiting Areas

When constructing or redeveloping an existing waiting area, 兔子先生 will ensure that a minimum of 3% of the seating is made accessible. 兔子先生 will ensure that there will be at least one (1) accessible seat.

C. Maintenance

兔子先生 shall ensure that our multi-year accessibility plan addresses:

Preventive and emergency maintenance procedures for the accessible elements in public spaces; and
Procedures for temporary disruptions to accessible elements.

D. Exceptions

There may be times where it is not possible for 兔子先生 to meet all technical requirements as outlined within legislation. In these instances, 兔子先生 will strive to meet the requirements to the fullest extent to allow for accessible use with particular constraints as addressed in legislation.

E. Review

This policy will be reviewed regularly to ensure that it is reflective of 兔子先生’s current practices as well as legislative requirements.

1.4 AODA 鈥� Integrated Accessibility Standards Regulation (IASR) Employment Policy

Intent

This policy is intended to meet the requirements of the for the Employment Standard set forth under the . This policy applies to the provision of accessible employment services for persons with disabilities.

All employment services provided by 兔子先生 shall follow the principles of dignity, independence, integration and equal opportunity.

Definitions

Accessible Formats: Include but are not limited to large print, recorded audio and electronic formats, braille and other formats usable by persons with disabilities.

Communication Supports: Include but are not limited to captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communications.

Kiosk: An interactive electronic terminal, including a point-of-sale device, for public use that allows users to access one (1) or more services or products.

Performance Management: Activities related to assessing and improving employee performance, productivity and effectiveness with the goal of facilitating employee success.

Redeployment: The reassignment of employees to other departments or jobs within the organization as an alternative to layoff, when a particular job or department has been eliminated by the organization.

General Principles

In accordance with the Integrated Accessibility Standards, Ontario Regulation 191/11, this policy addresses the following:

A. Recruitment, Assessment and Selection

兔子先生 will notify employees and the public about the availability of accommodation for job applicants who have disabilities. Applicants will be informed that these accommodations are available, upon request, for the interview process and for other candidate selection methods. Where an accommodation is requested, 兔子先生 will consult with the applicant and provide or arrange for suitable accommodation.

Successful applicants will be made aware of 兔子先生’ policies and supports for accommodating people with disabilities.

B. Accessible Formats and Communication Supports for Employees

兔子先生 will ensure that employees are aware of our policies for employees with disabilities and any changes to these policies as they occur.

If an employee with a disability requests it, 兔子先生 will provide or arrange for the provision of accessible formats and communication supports for the following:

Information needed in order to perform his/her job; and
Information that is generally available to all employees in the workplace.

兔子先生 will consult with the employee making the request to determine the best way to provide the accessible format or communication support.

C. Workplace Emergency Response Information

Where required, 兔子先生 will create individual workplace emergency response information for employees with disabilities. This information will take into account the unique challenges created by the individual’s disability and the physical nature of the workplace, and will be created in consultation with the employee.

This information will be reviewed when:

The employee moves to a different physical location in the organization;
The employee’s overall accommodation needs or plans are reviewed; and/or
兔子先生 reviews general emergency response policies.

D. Documented Individual Accommodation Plans

兔子先生 will ensure that our website and all web content published after January 1, 2012, conform to the Web Content Accessibility Guidelines (WCAG) 2.0 and will refer to the schedule set out in the IASR for specific compliance deadlines.

兔子先生 must also develop and have in place written processes for documenting individual accommodation plans for employees with disabilities. The process for the development of these accommodation plans should include specific elements, including:

The ways in which the employee can participate in the development of the plan;
The means by which the employee is assessed on an individual basis;
The ways that an employer can request an evaluation by an outside medical expert, or other experts (at the employer’s expense) to determine if accommodation can be achieved, or how it can be achieved;
The ways that an employee can request the participation of a representative from their bargaining agent or other representative from the workplace (if the employee is not represented by a bargaining agent) for the creation of the accommodation plan;
The steps taken to protect the privacy of the employee’s personal information;
The frequency with which the individual accommodation plan should be reviewed or updated and how it should be done;
The way in which the reasons for the denial of an individual accommodation plan will be provided to the employee; and
The means of providing the accommodation plan in an accessible format, based on the employee’s accessibility needs.

The individual accommodation will also:

Include information regarding accessible formats and communication supports upon request;
Where needed, include individualized workplace emergency response information; and
Outline all other accommodation provided.

E. Performance Management and Career Development and Advancement

兔子先生 will consider the accessibility needs of employees with disabilities when implementing performance management processes, or when offering career development or advancement opportunities.

Individual accommodation plans will be consulted, as required.

F. Return to Work

兔子先生 will develop and implement return to work processes for employees who are absent from work due to a disability and require disability-related accommodation(s) in order to return to work.

The return to work process will outline the steps 兔子先生 will take to facilitate the employee’s return to work and shall use documented individual accommodation plans (as described in section 28 of the regulation).

Responsibilities

Employees will:

Establish and maintain contact with their supervisor regarding their injury rehabilitation progress. Contact should be made as established by the employer.
Obtain and follow all medical advice, and work towards full recovery.
Produce documentation from their health care provider to corroborate that they cannot return to work for an extended period of time, and whether or not an RTW plan or accommodation plan could expedite their safe return to work.
Put forth a reasonable effort to return to work safely as early as possible.
Provide their contact with all pertinent information that could aid in the establishment of RTW options.

Managers will:

Maintain and document all contact conducted throughout the employee鈥檚 absence.
Identify employment opportunities based on the returning employees鈥� abilities and limitations.
Establish a timeline for the return of the absent employee, and any changes in their ability to work.
Take an active part in the planning and implementation of return-to-work arrangements for the employee.

Human resources will:

Establish and maintain communication with employees who are absent due to a workplace injury.
Request that the employee produce documentation from their physician to establish their physical and mental abilities and any information on limitations resulting from the injury through the completion of a functional abilities form.
Coordinate and implement the RTW process.
Provide the absent employee with information regarding the RTW process, and ensure that they understand the procedures and their responsibilities.
Communicate with the employee, manager, and attending physician to ensure a complete understanding of the absent employee鈥檚 abilities, possible job restrictions, the physical job demands required, and a timetable for a return to work.
Attempt to find an appropriate job match if an injured employee cannot return to their pre-injury position.

G. Redeployment

The accessibility needs of employees with disabilities will be taken into account in the event of redeployment.

Individual accommodation plans will be consulted, as required.

H. Review

This policy will be reviewed regularly to ensure that it is reflective of 兔子先生’ current practices as well as legislative requirements.

1.5 AODA 鈥� Integrated Accessibility Standards Regulation (IASR) Information and Communication Policy

Intent

This policy is intended to meet the requirements of the for the Information and Communications Standard set forth under the . This policy applies to the provision of information and communications services and materials for people with disabilities.

All information and communications materials and services provided by 兔子先生 shall follow the principles of dignity, independence, integration and equal opportunity.

Definitions

Accessible Formats: Include but are not limited to large print, recorded audio and electronic formats, braille and other formats usable by persons with disabilities.

Conversion Ready: An electronic or digital format that facilitates conversion into an acceptable format.

Kiosk 鈥� An interactive electronic terminal, including a point-of-sale device, for public use that allows users to access one (1) or more services or products.

General Principles

A. Feedback Process

兔子先生 will ensure that all feedback processes (both internal and external) are made accessible to clients/customers or employees, upon request.

In accordance with the customer service standards,兔子先生 will make known the availability of accessible feedback formats.

B. Accessible Formats and Communication Supports

Unless deemed unconvertible, 兔子先生 will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities, upon request. Accessible formats and communication supports will be provided in a timely manner and at no additional cost to the individual.

兔子先生 will take into account the person’s accessibility needs when customizing individual requests and shall consult with the individual making the request to ensure suitability.

兔子先生 will make the availability of accessible formats and communication supports publicly known.

C. Accessible Websites and Web Content

兔子先生 will ensure that our website, and where applicable web content, conforms to the Web Content Accessibility Guidelines (WCAG) as outlined in the IASR, and will refer to the legislation for specific compliance deadlines and requirements.

D. Exceptions

The Information and Communications Standard does not apply to:

Products and product labels;
Unconvertible information or communications; or
Information that the organization does not control either directly or indirectly through a contractual relationship.

Unconvertible Information or Communications

If it is determined, in consultation with the requesting party, that information or communications are unconvertible, 兔子先生 will ensure that the individual who made the request is provided with an explanation and a summary of the information.

兔子先生 will classify information or communications as unconvertible where:

It is not technically practicable to convert; or
The technology required to make the conversion is not readily available.

E. Review

This policy will be reviewed regularly to ensure that it is reflective of 兔子先生 ‘s current practices and legislative requirements.