Accessibility for Ontarians with Disabilities
14 ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES
The purpose of this policy is to set out The Company's policies, practices, and procedures on providing goods and services to people with disabilities, in compliance with the Accessibility for Ontarians with Disabilities Act (the "AODA"). Part I of this policy provides an overview of the Company's plan to ensure compliance with the AODA. Part II provides specific guidelines for employees interacting with people with disabilities.
The Company, along with any other organization employing one (1) or more individuals, must offer accessible goods and services to persons with disabilities.
The AODA requires businesses to find the best way to help guests (including third parties) with disabilities access the goods and services offered. The purpose of the AODA is to implement standards that allow Ontarians with disabilities access to goods and services, facilities, employment, and the ability to access buildings. The Act is intended to identify, remove, and prevent barriers for people with disabilities in key areas of daily living.
Under the AODA, The Company must use reasonable efforts to ensure that its policies, practices, and procedures are consistent with the following principles:
(a) The goods and services must be provided in a manner that respects the dignity and independence of persons with disabilities.
Definitions
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Dignity -- goods and services are provided in a way that allows the person with a disability to maintain self-respect and the respect of others.
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Independence -- when a person with a disability is allowed to do things on their own without unnecessary help.
(b) The provision of goods and services to persons with disabilities and others must be integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use, or benefit from the goods and services.
(c) Persons with disabilities must be given an opportunity equal to that given to others to obtain, use, and benefit from the goods and services.
14.1 Definition of Disability
The AODA uses the same definition of disability as the Ontario Human Rights Code. Disability includes:
(a) any degree of physical disability, malformation, or disfigurement …
(Definition section remains unchanged for legal accuracy.)
14.2 Policy Statement
The Company supports the goals of the AODA and is committed to ensuring equal treatment of persons with disabilities and access to goods and services within our facilities.
Our commitment involves providing The Company's goods and services in a manner that respects the dignity and independence of persons with disabilities. The Company will do so in the following ways:
(a) We will communicate with persons with disabilities in ways that take into account their disability. We will train employees who communicate with guests on how to interact with people with various disabilities.
(b) We are committed to providing fully accessible telephone service to our guests by using clear and plain language and speaking slowly. We will offer to communicate with guests by alternate means (e.g., email, written documents) if telephone communication is not suitable to a guest's communication needs.
(c) We are committed to serving persons with disabilities who use assistive devices to obtain access to the goods and services we provide. We will ensure that our employees are familiar with the various assistive devices that guests with disabilities may depend on and how those devices may impact their access to the goods and services we provide.
Assistive devices may include:
(d) Persons with disabilities are welcome on our premises, accompanied by a service animal and can keep the animal with them. While visiting our premises, it is the responsibility of the person with a service animal to control the animal at all times. If it is appropriate to exclude a service animal for legal reasons, please discuss this with the guest and advise your manager, who will make arrangements for the care of the animal. Alternative accommodations should be discussed with the guest and provided if necessary.
(e) We are committed to welcoming persons with disabilities who are accompanied by a support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to their support person while on our premises.
14.3 Accessible Facilities or Services
The following accessible facilities or services are available to guests who may require accommodation of a disability:
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Accessible entrance at 1633 Flint Road
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Washroom facilities are located in the warehouse
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To communicate with guests requiring the use of a teletypewriter ("TTY") phone, employees should call the Bell Relay Service at 1-800-855-0511 for assistance.
14.4 Notice of Temporary Disruption
The Company will make a reasonable effort to provide guests with notice in the event of a disruption of services usually used by persons 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 reception. In addition, the Manager will be advised of the disruption so that all inquiries relating to it may be directed to them.
14.5 Training for Employees
The Company will provide training as required by AODA to all employees, new employees, and others who deal with the public and to whom this policy applies, as soon as is practical. Training will be tailored to the person's duties and refreshed periodically as legislation changes.
Training will include:
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The purpose of the Accessibility for Ontarians with Disabilities Act, 2005
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The Ontario Human Rights Code appropriate to the person's duties as it pertains to persons with disabilities
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The requirements of the Accessibility Standards for Guest Service
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Information about our accessibility policies, procedures, and guidelines pertaining to the provision of goods and services to persons with disabilities
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How to interact and communicate with persons with various disabilities
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How to interact with persons with disabilities who use assistive devices or require the assistance of a service animal or a support person
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Any changes to the Company's AODA-related policies
The Company welcomes feedback about the delivery of goods and services to persons with disabilities. Employees and guests can submit such feedback or ask questions pertaining to this policy by contacting Human Resources at hr@zanchinauto.com.
The Company is committed to developing guest service policies that respect and promote the dignity and independence of persons with disabilities. When making changes to policies, it will consider the impact on persons with disabilities.
14.6 General Guidelines when Interacting with Guests with Disabilities
i. Overview
a) If you are not sure about an individual's disability, wait until the individual describes their situation to you rather than making assumptions.
b) People with some disabilities may take a little longer to understand and respond, so it is important to be patient.
c) Use appropriate language and terminology when referring to people with disabilities.
d) Use "disability" or "disabled," not "handicap" or "handicapped."
e) Say "person with a disability," rather than "disabled person."
f) Avoid language that would be considered disrespectful or demeaning.
g) If you cannot understand what an individual is saying, politely ask them to repeat themselves.
ii. Talking to Individuals with Disabilities over the Phone
a) Speak naturally, clearly, and directly.
b) Don't worry about how the person's voice sounds - concentrate on what they are saying.
c) Don't interrupt or finish the individual's sentences; give them time to respond.
d) If you don't understand, ask again, or rephrase to confirm understanding.
e) If an individual is using an interpreter or a Relay Service, speak directly to the individual, not the interpreter.
f) If, after numerous attempts, communication is still not possible due to a disability, consider making alternate arrangements.
iii. Tips Specific to Disability
Vision Loss
a) Don't assume the individual can't see you.
b} Do not touch the individual without asking permission. Offer your elbow to guide the person. If he/ she accepts, walk slowly.
c) Don't touch or speak to service animals - they are working and have to pay attention at all times.
d)Don't leave the individual in the middle of a room. Show him/her to a chair or guide him / her to a comfortable location.
e) Identify when you are leaving and will be back.
f) Identify yourself when you approach the individual and speak directly to him/her, even if he/she is accompanied by a companion.
g) Do not be afraid or embarrassed to use words such as "see", "read" and "look." People with vision loss also use these words.
h)When providing printed information, offer to read or summarize it.
Hearing Loss
a)f the person uses a hearing aid, reduce background noise or move to a quieter area, if possible, so the person can hear or concentrate better.
b)Attract the individual's attention before speaking. Generally, the best way is by gentle touch on the shoulder or with a gentle wave of your hand.
c)Ask how you can help. Don't shout.
d) Ensure that the individual can see your face. Some people read lips.
e)f necessary, ask if another method of communicating would be easier, for example, using a pen and paper.
f)Be patient if you are using a pen and paper to communicate. American Sign Language may be your individual's first language.
g) Don't assume that the individual knows sign language or reads lips.
h) Look at and speak directly to the individual you are servicing. Address that person, not the interpreter or support person.
