Accessibility Policy

1 Purpose

1.1 The purpose of this policy is to meet the requirements of the Integrated Accessibility Standards, Ontario Regulation 191/11 for the Employment Standards set forth under the Accessibility for Ontarians Disabilities Act, 2005 S.O. 2005 Chapter 11 (the “Employment Standards under the Accessibility for Ontarians Disabilities Act, 2005”). Employment Standards under the Accessibility for Ontarians Disabilities Act, 2005 establishes accessibility standards specific to customer service for organizations that provide goods and services to members of the public or third parties.

2 SCOPE

2.1 This applies to all employees of Herman’s Supply Company (“Herman’s”) who interact with members of the public.

3 POLICY SPECIFICS

3.1 All employment services provided by Herman’s will follow the principles of dignity, independence, integration, and equal opportunity.

3.2 Herman’s will always provide exceptional customer service to all clients, and members of the public.

3.3 Reasonable efforts will be made by Herman’s to ensure that:

1. goods and services are provided in a manner that respects the dignity and independence of persons with disabilities;
2. persons with disabilities are provided equal opportunity to obtain, use, and benefit from Herman’s goods and services;
3. the goods and services provided to persons with disabilities are integrated with the goods and services provided to others unless an alternative measure is necessary to accommodate a person with a disability. The alternative measure may be temporary or permanent;
4. any communications with a person with a disability will be led in a manner that considers the person’s disability; and
5. persons with disabilities may use assistive devices, service animals, and supports persons as is necessary to access Herman’s goods and services, unless superseded by other legislation.

3.4 Providing Goods and Services to Persons with Disabilities

1. goods and services are provided in a manner that respects the dignity and independence of persons with disabilities;
   1. Communication
      
      

      Herman’s will communicate with persons with disabilities in ways that consider their disability. Herman’s will train staff who communicate with clients on how to most effectively interact and communicate with persons with various types of disabilities.

   2. Telephone Services
      
      

      Herman’s is will provide accessible telephone services to all clients. We will train staff to communicate with clients over the telephone including speaking clearly and slowly, as may be required. We will also offer to communicate with clients by email, fax, or letter if telephone communication is not suitable.

   3. Assistive Devices
      
      

      Herman’s will serve persons with disabilities who use assistive devices to obtain, use or benefit from our goods and services. Herman’s employees will be trained and become familiar with various assistive devices that may be used by clients.

   4. Billing and Invoices
      
      

      Herman’s will provide accessible invoices to all clients. upon request, invoices can be provided by hard copy, in large print, or by email. Herman’s will answer any questions clients may have about the content of the invoice, in person, by telephone, or email.

3.5 use of Service Animals and Support Persons

1. Herman’s welcomes any persons with a disability who are accompanied by a service animal to any area that is open to the public. Herman’s will ensure that all employees are properly trained on how to interact with service animals.
2. Herman’s also welcomes any persons with disabilities who are accompanied by a support person.
3. At no time will a person with a disability be prevented from having their service animal or support person on Herman’s property. Permission will be obtained before discussing any personal information in front of said support person.

3.6 Notice of Temporary Disruption

1. In the event of a planned or unexpected disruption in the facilities or services usually used by persons with disabilities, Herman’s will provide clients with notice. Notice will include information about the reason for the disruption, the anticipated duration, and a description of alternative facilities or services, if available.

3.7 Training for Employees

1. Herman’s will provide training to all employees including the following:
   1. the purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
   2. how to interact and communicate with persons with various types of disabilities;
   3. how to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or a support person;
   4. how to offer assistance if a person with a disability is having difficulty in accessing Herman’s goods and services; and
   5. review of Herman’s policies, practices and procedures relating to the customer service standard.
2. Herman’s employees will be trained on the above within ten (10) days of commencing employment.

3.8 Applicable employees will be trained on policies, practices, and procedures that affect the way goods and services are provided to persons with disabilities.

3.9 Employees will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

3.10 Providing Goods and Services to Persons with Disabilities

1. The goal of Herman’s is to meet or surpass client expectations while serving clients with disabilities. Feedback on our services relating to how well those expectations are being met are welcome and appreciated.
2. Feedback can be submitted in the following manners:
   1. Regular mail to:
      
      

      Herman’s Supply Company
      HR Department
      15 James Street, P.O. Box 1390
      St. Catharines, Ontario L2R 7J8

   2. Telephone:
      
      

      905-641-2000;

   3. Fax:
      
      

      855-878-1864

   4. Email:
      
      

      hrfax@hermanssupply.com; or

   5. Accessibility Feedback Form

3.11 Modifications to Policy

1. Herman’s is committed to developing customer service policies that respect and promote the dignity and independence of persons with disabilities. Therefore, no changes will be made to this policy before considering the impact on persons with disabilities.
2. a) Any policy of the Company that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed.

4 Responsibility

4.1 All Employees: are responsible to follow the policy as described above.

4.2 Managers: are responsible to ensure their staff is trained and follows the policy as described above.

4.3 Human Resources: are responsible to review and respond to feedback submitted regarding accessibility.

5 Violations

5.1 Violations of this policy will be addressed in the first instance via a verbal warning and a review of the policy and procedure by their supervising Operations Manager or equivalent. All subsequent violations will be progressively managed by documenting violations in the employee’s file and may include corrective action including additional training or disciplinary actions, including suspension and/or termination.

6 Definitions

6.1 “Assistive Devices” are auxiliary aids such as communications aids, cognition aids, personal mobility aids, and medical aids (i.e. canes, crutches, wheelchairs or hearing aids)

“Disability” as per the Human Rights Code, R.S.O. 1990, c. H.19 means:

1. 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 impairment, 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.
2. A condition of mental impairment or a developmental disability;
3. A learning disability or a dysfunction in one or more of the processes involved in understand or using symbols or spoken language;
4. A mental disorder; or
5. An injury or disability which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
   
   “Support person(s)” means any person, whether a paid professional, volunteer, family member, or friend who accompanies a person with a disability in order to help with communications, personal care, or medical needs, while accessing goods or services.
   
   “Service Animals” means animals individually trained to do work or perform tasks for the benefit of a person with a disability.

7 REFERENCES AND RELATED STATEMENTS OF POLICY AND PROCEDURE

7.1 Ontario Regulation 191/11 for the Employment Standards set forth under the Accessibility for Ontarians Disabilities Act, 2005 S.O. 2005 Chapter 11

7.2Accessibility for Ontarians Disabilities Act, 2005 S.O. 2005 Chapter 11

7.3 Human Rights Code, R.S.O. 1990, c. H.19