The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) lays the framework for the development of province-wide mandatory standards on accessibility in all areas of life, with a goal to making Ontario accessible by 2025.
Antalex's commitment and strategy to prevent and remove barriers and to address current and future requirements of the AODA are provided below:
Antalex Multi-Year Accessibility Plan
Multi-Year Accessibility Plan for Canada’s Best Merchandising Services, Canada’s Best Store Fixtures, Antalex, and Canada’s Best Millwork Creations (Canada’s Best Group of Companies).
Canada's Best group of companies is committed to meeting the objectives and requirements outlined in the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and meeting the accessibility needs of persons with disabilities through implementing the AODA requirements. This multi-year plan outlines the actions we will take to improve opportunities for people with disabilities.
The definition of the word 'disability' as identified in the Ontarians with Disabilities Act, 2005, is:
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 coordination, blindness, visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or in a wheelchair or other remedial appliance or device;
A condition of mental impairment or a developmental disability;
A learning disability, or a dysfunction in or more processes involved in learning or 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 under the Workplace Safety and Insurance Act, 1997.
(AODA Section 2)
Accessibility for Ontarians with Disabilities Act, 2005 (AODA)
The AODA develops, implements, and enforces accessibility standards so that goods, services, facilities, accommodation, employment, buildings, structures, and premises are accessible to persons with disabilities. The AODA intends to achieve an accessible Ontario by January 1, 2025. To achieve accessibility by 2025, mandatory standards have been implemented. The Standards include:
Customer Service Standard – Ontario Regulation 429/07
The Customer Service Standard was the first standard under the AODA to become law. It ensures that people with disabilities can receive goods and services in a manner that takes into account their disability.
Requirements include the development of policy, practices, and procedures and the provision of staff training.
Canada's Best group of companies has submitted compliance reports to the Ontario government, indicating that we have addressed the Regulation requirements and are meeting the compliance obligation. We will continue to ensure compliance with the Customer Service Standard.
We developed feedback processes to respond to inquiries and suggestions received by phone, email, mail, and in person.
Integrated Accessibility Standard Regulation (ISAR) – Ontario Regulation 191/11
The IASR brings together the following standard areas in one Regulation: Information and Communication, Employment, Built Environment, and Transportation. The Transportation Standard does not apply to us. General requirements common to all standard areas include policy development and training (on the requirements of the IASR and the Ontario Human Rights Code).
The requirements have staggered compliance dates up to the year 2021.
This 2012-21 accessibility plan outlines the policies and actions that Canada's Best group of companies will put in place to improve opportunities for people with disabilities.
Statement of Commitment
Canada's Best group of companies believes in treating all people in a way that allows them to maintain their dignity and independence. We believe in inclusion and accessibility for our customers, employees, and applicants and are committed to meeting the needs of people with disabilities in a respectful and timely manner.
We will do so by preventing and removing barriers to accessibility and by meeting or exceeding all of the legal requirements, duties, and standards set by the Accessibility for Ontarians with Disabilities Act (AODA) and its applicable regulations related to:
providing customer service (AODA Customer Service Standard)
information and communication (AODA Information and Communication Standard)
employment (AODA Employment Standard)
This Guideline applies to all work activities that occur both at and away from our workplace. Every individual at our company has a responsibility to ensure a respectful and accessible customer service experience.
Part I – General
This section of the Regulation requires us to:
Develop and maintain an accessibility policy and a multi-year accessibility plan.
Ensure staff are trained on the Integrated Accessibility Standards Regulation (IASR) and Human Rights Code relating to disabilities.
Accessibility Policies
Develop and implement the Integrated Accessibility Standards Regulation Policy.
Make the policy publicly available and provide it in an accessible format upon request.
Review and update as required.
Compliance Date
January 1, 2012
Responsibility
Human Resources
Status
Complete
Development of a Multi-Year Accessibility Plan
Develop a multi-year accessibility plan.
Make our multi-year accessibility plan publicly available and provide it in an accessible format upon request.
Review and update as required.
Compliance Date
January 1, 2015
Responsibility
Human Resources
Status
Complete/Ongoing
Training
Ensure all employees (full-time, part-time, seasonal, and contract) who provide services on behalf of Canada's Best group of companies are trained on the Integrated Accessibility Standards Regulation and Human Rights Code. Update training as required. Consider our workplace language and ability requirements.
Keep a record of dates and individuals who have received training.
Compliance Date
January 1, 2015
Responsibility
Human Resources
Status
Complete
Part II – Information and Communication Standards
This section of the Regulation includes requirements related to:
Accessible feedback processes.
Accessible formats and communication supports.
Emergency procedures and plans.
Accessible websites and web content.
Feedback Processes
Ensure all processes for receiving and responding to client feedback are accessible and meet the requirements under the IASR.
Compliance Date
January 1, 2012
Responsibility
Human Resources
Status
Ongoing
Accessible Format and Communication Supports
Upon request, provide accessible format and communication support for people with disabilities.
Notify clients and employees that we shall, upon request, provide and arrange for the provision of accessible formats and communication supports for people with disabilities.
Emergency Procedures, Plans, or Public Safety Information
All emergency procedures and plans will be provided in an accessible format for persons with disabilities upon request.
Compliance Date
January 1, 2012
Responsibility
Human Resources
Status
As needed
Accessible Websites and Web Content
Websites and web content published after 2012 will conform to WCAG 2.0 Level A.
By January 1, 2021, all websites and web content will conform to WCAG 2.0 level AA.
Compliance Date
January 1, 2015 ongoing to January 1, 2021
Responsibility
Marketing
Status
Notified / In compliance
Self-Service Kiosks
Consider accessibility needs in the design, procurement, and location of self-serve kiosks.
Compliance Date
January 1, 2015 ongoing to January 1, 2021
Responsibility
Marketing
Status
Notified
Part III – Employment Standards
This section of the Regulation includes requirements related to:
Recruitment, assessment, and selection.
Accessible formats and communication supports for employees.
Workplace emergency response.
Individual accommodation plans and return-to-work processes.
Performance management, career development, and deployment.
Recruitment, Assessment, Selection
Review and update current recruitment policies, procedures, and processes.
Indicate on websites and job postings that accommodation is available for candidates with disabilities.
Inform candidates about the availability of accommodations: when called for an interview, during the selection process, at the time of the job offer, and the new hire orientation.
If the selected candidate requests accommodation, consult with the candidate and arrange for the provision of suitable accommodation that considers the candidate's accessibility needs.
Compliance Date
January 1, 2016
Responsibility
Human Resources
Status
Complete/Ongoing
Informing Employees of Accommodations
Inform current employees and new hires of policies supporting people with disabilities.
Keep employees up to date on changes to policies/procedures relating to accessible formats and accommodations for people with disabilities.
Compliance Date
January 1, 2016
Responsibility
Human Resources
Status
Complete/Ongoing/As needed
Accessible Formats and Communication Supports for Employees
When requested by an employee with a disability, employers shall consult the employee and provide or arrange suitable accessible formats and communication formats for the employee to perform their job.
Compliance Date
January 1, 2016
Responsibility
Human Resources
Status
Ongoing
Workplace Emergency Response Information (Self-Identify Form)
Individualized workplace emergency response information procedures developed for employees with disabilities.
Compliance Date
January 1, 2016
Responsibility
Human Resources
Status
As needed
Documented Individual Accommodation Plans / Return-to-Work Processes
Create a written process to develop documented individual accommodation plans and return-to-work plans for employees with disabilities.
Include in the process and plans all of the required elements per the provisions of the IASR.
Compliance Date
January 1, 2016
Responsibility
Human Resources
Status
In progress
Performance Management, Career Development, Advancement, and Redeployment
Review and update existing policies and practices to ensure compliance with the IASR.
Take the accessibility needs of employees with disabilities and individual accommodation plans into account as part of the performance management process, providing career development and advancement opportunities and considering redeployment.
Compliance Date
January 1, 2016
Responsibility
Human Resources
Status
Ongoing
Design of Public Spaces
If required in the course of providing space design and retail store setup services to our customers, Canada's Best group of companies will partner with them to meet the Accessibility Standards for the Design of Public Spaces as required. Public spaces include:
Recreational trails/beach access routes
Outdoor public eating areas like rest stops or picnic areas
Outdoor play spaces, like playgrounds in provincial parks and local communities
Outdoor paths of travel, like sidewalks, ramps, stairs, curb ramps, rest areas, and accessible pedestrian signals
Accessible off-street parking
Service-related elements like service counters, fixed queuing lines, and waiting areas
Canada's Best group of companies welcomes feedback concerning this Multi-year Accessibility Plan in the format most convenient to the person providing feedback. Our Accessibility Policy and Multi-Year Accessibility Plan are available on our websites.
Requests for documents, alternative formats, and communication support requests should be directed by phone to Human Resources at (905) 264-0917, in writing to Canada's Best Human Resources, 170 Sharer Road, Woodbridge, Ontario L4L 8P4, or through our website's Contact Us form.
Antalex Customer Service and Integrated Standards Policy
ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT (AODA)
CUSTOMER SERVICE AND INTEGRATED STANDARDS POLICY
Our Commitment
Canada's Best group of companies believes in treating all people in a way that allows them to maintain their dignity and independence. We believe in inclusion and accessibility for our customers, employees, and applicants, and we are committed to meeting the needs of people with disabilities in a respectful and timely manner.
We will do so by preventing and removing barriers to accessibility and by meeting or exceeding all of the legal requirements, duties, and standards set by the Accessibility for Ontarians with Disabilities Act (AODA) and its applicable regulations related to:
providing customer service (AODA Customer Service Standard)
information and communication (AODA Information and Communication Standard)
employment (AODA Employment Standard)
This Guideline applies to all work activities that occur both at and away from our workplace. Every individual at our company has a responsibility to ensure a respectful and accessible customer service experience.
Our Policy and Multi-Year Plan are Available.
In compliance with the Accessibility for Ontarians with Disabilities Act (AODA), Canada's Best group of companies will make this Customer Service and Integrated Standards Policy and our Multi-Year Plan – which outlines the actions we will put in place to improve opportunities for people with disabilities – available in upon request to Human Resources and in accessible formats. The Multi-Year Plan and customer feedback links will also remain available to the public on our websites.
CUSTOMER SERVICE STANDARD
We are committed to excellence in serving all customers, including people with disabilities, and we will carry out our functions and responsibilities in the following areas:
Communication
We will communicate with people with disabilities in ways that take into account their disability.
Telephone Services
We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
We will offer to communicate with customers by email, TTY, relay services, text, in person, etc., if telephone communication is not suitable to their communication needs or is not available.
Assistive Devices
We are committed to serving people with disabilities who use assistive devices to obtain, use, or benefit from our goods and services. We will ensure our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and services.
Billing
We will provide accessible invoices to our customers. For this reason, invoices will be provided in the following formats upon request: hard copy, email, and enlarged print. We will answer any questions customers may have about the invoice's content in person, by telephone, or by email.
Use of Service Animals and Support Persons
We will welcome people with disabilities accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff are adequately trained to interact with people with disabilities who are accompanied by a service animal.
Notice of Temporary Disruption
We will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services normally used by people with disabilities. This notice will include information about the reason for the disruption 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.
Training for Staff
We will provide training to all employees, volunteers, and any others who deal with the public or other third parties on their behalf; and all those involved in the development of customer service policies, practices, and procedures.
Individuals in the following positions will be trained: Managers, Supervisors, Customer Service, Sales, Field Merchandisers and Installation, and others who deal with the public. This training will be provided within one month after new staff commence their duties.
Training will include the following:
The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the customer service standard requirements.
The Human Rights Code and the Duty to Accommodate.
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 a service animal or support person's assistance.
How to use any equipment or devices available to assist with the provision of goods and services to people with disabilities on our premises.
What to do if a person with a disability is having difficulty accessing our companies' goods and services.
Our companies' policies, practices, and procedures relating to the customer service standard.
Applicable staff will be trained on policies, practices, and procedures that affect how goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices, and procedures.
Feedback Process
The ultimate goal of our companies 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.
Feedback regarding how we provide goods and services to people with disabilities can be made in person, via email, by telephone, or through the Contact Us form on our websites. All feedback will be directed to Human Resources, and customers can expect to hear back within seven business days.
INTEGRATED STANDARDS
Refer to our Multi-Year Plan for details about how Canada’s Best group of companies will address the following:
Information and Communication Standards:
Feedback Processes for Customers and Employees
Accessible Format and Communication Supports
Emergency Procedures, Plans, or Public Safety Information
Accessible Websites and Web Content
Self-Service Kiosks
Employment Standards:
Recruitment, Assessment, and Selection
Informing Employees of Accommodations
Accessible Formats and Communication Supports for Employees
Workplace emergency response information
Documented individual accommodation plans/return-to-work processes
Performance management, career development, advancement, and redeployment
Modifications to This or Other Policies
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of our group of companies that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Questions About this Policy
This policy exists to achieve service excellence, in particular towards people with disabilities. If anyone has questions about the policy, or if the purpose of the policy is not understood, an explanation should be provided by or referred to Human Resources.