Accessibility Standards for Customer Service
Purpose
The Accessibility for Ontarians with Disabilities Act, 2005 (the “Act”) became law on June 13, 2005. Under this legislation, the government of Ontario is in the process of developing accessibility standards that identify, remove, and prevent barriers for people with disabilities in key areas of daily living. These standards apply to private and public organizations across Ontario, including Muskoka Lumber.
The goal of the Act is to create a more accessible Ontario, by identifying, and to the extent possible, preventing and eliminating barriers experienced by persons with disabilities.
The Accessible Customer Service Standard (the “Standard”) has been established under the Act to ensure goods and services are, where at all possible, equally accessible to every member of the public.
At Muskoka Lumber, we are committed to providing an environment that is, and feels, accessible for all people. In alignment with our respect for all people and excellent customer service, we are committed to providing barrier-free, exceptional customer service to all, including persons with disabilities.
Scope
This policy applies to all team members who deal with the public in Ontario. This policy also applies to all persons responsible for the development, implementation, or oversight of Muskoka Lumber’s policies, best practices, procedures and protocols.
Definitions
Disability – Defined under the Act as:
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, which includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, 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 a 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.
Assistive Device – Any device used to assist a person in performing a particular task or tasks or to aid that person in activities of daily living.
Service Animal – An animal is a service animal for a person with a disability, if: it is readily apparent that the animal is used by the person for reasons relating to his or her disability. A certificate is available to accompany the animal.
or
The person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
Support person – A person who accompanies a person with a disability to assist with communication, mobility, personal care, medical needs or with access to goods or services.
We endeavor to ensure that related practices, policies, procedures, and protocols are consistent with following our principles:
Dignity – Persons with disabilities must be treated as valued customers deserving of service like any other customer.
Equal Opportunity – Persons with disabilities should be given an opportunity equal to that given to others to obtain, use and benefit from our goods and services.
Integration – Wherever possible, persons with disabilities should benefit from our goods and services in the same place and in the same or similar manner as any other customer. In circumstances where integration does not serve the needs of the person with a disability, goods and services will, to the extent possible, be provided in another way that considers the person’s individual needs and aligns with our best practices.
Independence – Goods and services must be provided in a way that respects the independence of persons with disabilities. To this end, we will always be willing to assist a person with a disability but will not do so until asking their permission, and how we can help them.
Providing Goods and Services to Persons with Disabilities
Muskoka Lumber will make every reasonable effort to ensure that its policies, practices, and procedures that impact the delivery of its goods and services to the public or to other third parties, are consistent with the principles of dignity, equality of opportunity, integration, and independence.
Muskoka Lumber will make every effort to communicate with persons with disabilities in a manner that considers the disability.
Contact Information
For more information or for questions regarding Muskoka Lumber’s policies, best practices, and procedures and protocols for accessible customer service.
Muskoka Lumber can be contacted in the following ways,
Integrated Accessibility Standards Policy
Purpose
The purpose of this policy is to set out the requirements of the Integrated Accessibility Standards Regulation (IASR) Ontario Regulation 191/11, “Integrated Accessibility Standards” (“Regulation”) under the Accessibility for Ontarians with Disabilities Act, 2005 in meeting the accessibility needs of persons with disabilities.
Muskoka Lumber endeavors to regularly assess and implement accessibility standards in all best practices.
This policy is not intended to replace or supersede Muskoka Lumber’s Accessibility Standards for Customer Service Policy, required by Ontario Regulation 429/07.
Muskoka Lumber’s Commitment
Muskoka Lumber management has values that guide the beliefs and actions of all team members on a daily basis. These values ensure that we respect all people and commit to providing excellent customer service. Muskoka Lumber is committed to ensuring a fully accessible environment for all persons with disabilities and will continue to build upon and improve best practices and guidelines. Ensuring to meet the accessibility needs of persons with disabilities in a timely manner, consistent with the specific requirements of the Act and its regulations.
This policy will be implemented in accordance with the time frames established by the Regulation.
Requirements
Multi-Year Accessibility Plan
Muskoka Lumber will develop, maintain, and document a Multi-Year Accessibility Plan outlining the Company’s strategy to prevent and remove barriers from its workplace and to meet its requirements under the Regulation.
The Multi-Year Accessibility Plan will be reviewed and updated at least once every five years and will be posted on Muskoka Lumber’s website. Upon request, Muskoka Lumber will provide a copy of the Multi Year Accessibility Plan in an accessible format.
Sales Counters
Muskoka Lumber shall have regard to accessibility for persons with disabilities when designing and constructing sales counters.
Staff Training
Muskoka Lumber will ensure that training is provided on the requirements of the accessibility standards referred to in the Regulation and continue to provide training on the Human Rights Code as it pertains to persons with disabilities, to:
All team members
All persons who participate in developing Muskoka Lumber’s policies, best practices, procedures, and protocols.
All other persons or third parties who provide goods, services, or facilities on behalf of Muskoka Lumber, will be required to, or be included in training and communication.
Due Diligence Training(s) will continue on an ongoing basis as new team members, and others are hired. Team members will be trained when changes are made to the accessibility policy.
Muskoka Lumber will keep training records up to date for scheduling purposes.
Information
Enquiry Response
Muskoka Lumber will ensure that its process for receiving and responding to enquiries is accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communications supports, upon request.
Accessible Formats and Communication Supports
Upon request, Muskoka Lumber will provide, or will arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner that takes into account the person’s accessibility needs due to their disability.
Muskoka Lumber will consult with the person making the request in determining the suitability of an accessible format or communication support in keeping with regulation guidelines.
This does not apply to products and product labels, unconvertible information or communications and information that Muskoka Lumber does not control directly or indirectly. If it is determined that information or communications are unconvertible, Muskoka Lumber shall provide the person requesting the information or communication with:
An explanation as to why the information or communication is unconvertible, and a summary of the unconvertible information or communications.
Emergency Response Information
When Muskoka Lumber prepares emergency procedures, plans or public safety information and makes the information available to the public, the information will be available in an accessible format or with appropriate communication supports, as soon as practicable, upon request.
Accessible Websites and Web Content
Muskoka Lumber shall make their internet website and web content conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) initially at Level A and increasing to Level AA, except where this is impracticable.
Employment Standards
Recruitment
Muskoka Lumber will notify its team members about the availability of accommodation for applicants with disabilities in its recruitment process.
Recruitment, Assessment or Selection Process
Muskoka Lumber will notify job applicants, when they are individually selected to participate further in an assessment or selection process that accommodations are available upon request in relation to the materials or processes to be used.
If a selected applicant requests an accommodation, Muskoka Lumber will consult with the applicant and provide, or arrange for the provision of, a suitable accommodation in a manner that considers the applicant’s accessibility needs due to disability.
Notice to Successful Applicants
When making offers of employment, Muskoka Lumber’s Human Resources or recruiting team, will notify the successful applicant of its protocols and policies for accommodating team members with disabilities.
Informing Team Members of Supports
Muskoka Lumber will continue to inform its employees and supervisors of its policies (and any updates to those policies) used to support those individuals with disabilities, including policies on the provision of job accommodations that take into account specific accessibility needs. This information will be provided to an employee as soon as practicable after commencing employment.
Accessible Formats and Communication Supports for Team Members
Upon the request of a team member, with a disability, Muskoka Lumber will consult with the team member to provide, or arrange for the provision of, accessible formats and communication supports for information that is needed to perform his/her job, and information that is generally available to other associates. In determining the suitability of an accessible format or communication support, Muskoka Lumber will consult with the team member making the request.
Workplace Emergency Response Information
Muskoka Lumber will provide individualized workplace emergency response information to a team member who has a disability, if the disability is such that the individualized information is necessary, and if Muskoka Lumber is aware of the need for accommodation due to the team member’s disability. Muskoka Lumber will provide this information as soon as practicable after becoming aware of the need for accommodation.
Where the employee requires assistance, Muskoka Lumber will, with the consent of the employee, provide the workplace emergency response information to the person designated by Muskoka Lumber to aid the team member, in the event of an emergency.
Muskoka Lumber will review the individualized workplace emergency response information when the team member moves to a different location or department within the company, when the team members overall accommodations, needs, or plans, are reviewed, and, when Muskoka Lumber reviews its general emergency response policies.
Documented Individual Accommodation Plans
A written process for the development and maintenance of documented individual accommodation plans shall be developed for employees with disabilities. If requested, these plans shall include information regarding accessible formats and communication supports.
In addition, the plans will include individualized workplace emergency response information (where required) and will identify any other accommodation that is to be provided.
Return to Work Process
Muskoka Lumber will maintain a documented return to work process for its employees who have been absent from work due to a disability and who require disability-related accommodations in order to return to work. The return to work process will outline the steps that Muskoka Lumber will take to facilitate the return to work and will include documented individual accommodation plans as part of the process. This return to work process will not replace or override any other return to work process created by or under any other statute (i.e., the Workplace Safety Insurance Act, 1997).
Performance Management, Career Development and Advancement & Redeployment
Muskoka Lumber will continue to take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when conducting performance reviews, career development and advancement when redeployment is required.
Built Environment
Muskoka Lumber will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces, if ever applicable, namely relating to accessible parking and sales counters. Muskoka Lumber shall follow the enhanced Ontario’s Building Code (including O. Reg 368/13, effective January 1, 2015) for new construction and major changes to existing features.
Review Period
This policy shall be reviewed annually and will be revised in light of any legislative or organizational changes, prior to annual due diligence training, in order to provide any new information to employees (as applicable).
Multi-Year Accessibility Plan
Under the Accessibility for Ontarians with Disabilities Act (“AODA”), 2005, and specifically Regulation 191/11 “Integrated Accessibility Standards” (“IASR”), the Government of Ontario, Legislative Assembly, designated public sector and private sector organizations, including Muskoka Lumber, are required to develop multi-year accessibility plans outlining their strategy to prevent and remove barriers, and to meet requirements under the Regulation. (O. Reg. 191/11, s.4)
This multi-year plan outlines Muskoka Lumber’s strategy to prevent and or remove barriers to address the current and future requirements of the IASR and fulfill Muskoka Lumber’s commitment as outlined in the IASR Policy.
Planned Action: Muskoka Lumber will consider and incorporate accessibility features when designing service counters and related customer service areas. Where Muskoka Lumber has decided that it is not practicable to incorporate accessibility criteria and features, Muskoka Lumber will provide an explanation upon request.
Staff Training
Muskoka Lumber will train:
Team members who participate in developing the organization’s policies, procedures, best practices and protocols.
All other persons who provide goods, services, on behalf of the company, on the requirements of the accessibility standards referred to in the IASR and on the Human Rights Code as it pertains to persons with disabilities, as well as any changes to the Company’s accessibility program.
The training shall be appropriate to the duties of the team members. (O. Reg. 191/11, s. 7)
Planned Action: Muskoka Lumber will provide due diligence training to employees on the Human Rights Code and accessibility and removing of barriers for persons with disabilities. To ensure the Company is in full compliance with the Regulation, Muskoka Lumber will provide additional training as required by the IASR and will keep an up to date training record.
Information
Muskoka Lumber will ensure that its process for receiving and responding to enquiries is accessible to persons with disabilities. (O. Reg. 191/11, s.11)
Planned Action:
Muskoka Lumber will ensure that existing and new processes for receiving and responding to enquiries are accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communication supports, upon request.
When accessible formats and communication supports for persons with disabilities are requested, Muskoka Lumber management will:
Provide or arrange for the provision of such accessible formats and communication supports if practicable, or otherwise consider reasonable alternatives to achieve accessibility needs.
Consult with the person making the request to determine the suitability and availability of the accessible format, or communication support.
Provide or arrange for the provision of accessible formats and communication supports in a timely manner that considers the person’s accessibility needs due to disability.
Notify the public about the availability of accessible formats and communication supports. Muskoka Lumber will review its response process set out in its Accessibility Standards for Customer Service policy to ensure that it is accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communications supports, upon request.
Accessible Formats
Upon request, Muskoka Lumber will provide or arrange for the provision of accessible formats and communications supports for persons with disabilities in a timely manner that considers the person’s accessibility needs due to disability.
Muskoka Lumber will consult with the person making the request.
Muskoka Lumber will notify the public about the availability of accessible formats and communication supports (O. Reg. 191/11, s.12)
In addition to the above, and in accordance with O.Reg.191/11, s.13, if Muskoka Lumber management prepares emergency procedures, plans or public safety information and makes the information available to the public, Muskoka Lumber will provide this information in an accessible format or with appropriate communication supports, as soon as practicable, upon request.
Website and Web Content
Muskoka Lumber’s Internet website, including web content, will conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA except where impracticable. (O.Reg. 191/11, s.14)
Employment
Recruitment Process
Muskoka Lumber will notify its team members and the public about the availability of accommodation for applicants with disabilities in its recruitment processes. (O. Reg. 191/11, s.22)
Muskoka Lumber will notify job applicants, when they are individually selected to participate in an assessment or selection process that accommodations are available upon request in relation to the materials or processes to be used. (O.Reg.191/11, s. 23(1))
Muskoka Lumber’s Human resources or recruiter will consult with applicants requesting accommodation and provide or arrange for the provision of a suitable accommodation that takes into account the applicant’s accessibility needs due to disability. (O. Reg. 191/11, s. 23(2)) When making offers of employment, Muskoka Lumber shall notify the successful applicant about its policies and best practices for accommodating employees with disabilities. (O. Reg. 191/11, s.24)
Notice about available accommodations will be set out in internal and external communications relating to recruitment. The Muskoka Lumber recruiter will continue to advise job applicants when they are selected to participate in an assessment or selection process and about the availability of accommodations. Applicants requesting accommodation will continue to be consulted about their needs and appropriate accommodation will be provided. All offers of employment shall include reference to Muskoka Lumber’s accommodation policies, procedures, best practices, and protocol.
Informing Employees of Support
Muskoka Lumber will inform its team members of its policies, or changes to its policies, used to support its team members with disabilities, including job accommodation policies. (O. Reg. 191/11, s. 25(1))
Muskoka Lumber management will provide this information to new employees as soon as practicable. (O. Reg. 191/11, s. 25(2))
Muskoka Lumber will provide updated information to its employees whenever there is a change to existing policies on the provision of job accommodations that consider accessibility needs due to disability. (O. Reg. 191/11, s. 25(3))
In consultation with an employee requesting accommodation, Muskoka Lumber management will provide accommodation supports, including accessible formats and communication supports, needed for the employee to perform their job and that is generally available to employees in the workplace. (O. Reg. 191/11, s.26)
Muskoka Lumber will review its existing accommodation program and make any necessary changes to ensure full compliance with the Regulation.
Muskoka Lumber will continue to inform their employees of relevant changes. Muskoka Lumber supervisors will continue to respond to individual accommodation requests.
Workplace Emergency Response Information
If Muskoka Lumber is aware that an employee needs accommodation with respect to workplace emergencies, individualized workplace emergency response information will be provided to the employee and internal support employee (as applicable) (O. Reg. 191/11, s. 27(1))
If a team member requires assistance in an emergency, with consent, Muskoka Lumber will provide the workplace emergency response information to a person designated to provide assistance to the employee. (O. Reg. 191/11, s. 27(2))
Individualized workplace emergency response information will be updated if the team member moves to a different location or department and when overall accommodations, needs or plans or general emergency response protocols are reviewed, for input and /or changed and revised. 191/11, s. 27(3))
Muskoka Lumber will review its existing workplace emergency procedures and update them, if necessary, to ensure compliance with this Accessibility Plan and the Regulation.
Muskoka Lumber, human resources will advise team members to provide notice of any accommodation needs with respect to workplace emergencies. If appropriate and in consultation with employees needing accommodation, Muskoka Lumber will continue to prepare and provide employees with individualized workplace emergency response information, to meet accommodation needs of the employee with a disability.
Muskoka Lumber will continue to keep a confidential record of individualized workplace emergency response information requests and responses for a period of six months.
Muskoka Lumber will designate specific individuals to assist employees needing accommodation during workplace emergencies and, with the consent of the affected employee, may provide the individualized workplace emergency response information to the designated individual.
Public Spaces – Design
Muskoka Lumber will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces, if ever applicable (namely relating to … accessible parking, service counters etc.)
Muskoka Lumber shall follow the enhanced Ontario Building Code (O. Reg. 368/13) for new construction and major changes to existing features. (O. Reg. 413/12)
Muskoka Lumber will ensure that accessibility standards are incorporated when building new stores or making major modifications to public spaces.
Update
Muskoka Lumber’s accessibility program including policies, procedures, best practices, and protocols shall be reviewed annually and will be revised in light of any legislative or organizational change.