Accessibility
Customer Service Accessibility Policy
AndrewsCo (the “Company” or “we”) is committed to providing accessible goods and services to all clients, including people with disabilities.
Our customer service accessibility policy (the “Policy”) practices are consistent with the principles of dignity, independence, integration, and equal opportunity, in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and the Ontario Human Rights Code.
Communication
We will communicate with people with disabilities in ways that take into account their disability, as appropriate in the circumstances. We will work with each person with a disability to determine what method of communication works for the person.
Assistive Devices
People with disabilities may use their personal assistive devices when accessing our goods, services or facilities. We will ensure that our employees are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
Service Animals
We welcome people with disabilities and their service animals. Service animals are welcome in all areas of our stores that are open to the public
Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
Notice of Temporary Disruption
In event of a planned or unexpected disruption to accessible services or facilities at any of our locations, we will notify clients promptly. The notice will include the reason for the disruption, anticipated duration, and alternative options where available.
Training
We will ensure customer service accessibility training is provided as required by AODA to all AndrewsCo employees and/or third parties. New staff will be trained on customer service accessibility as soon as practicable after being hired.
Employees and others required to engage in the training will receive updates on any changes made to legal requirements or the Policy.
Feedback Process
We welcome your feedback on how we provide accessible service. Your input helps us continue to improve. You can:
- Email us through the Contact Us section on our website
- Verbally to any Manager
- Contact local store via phone
Customers can expect to hear back in 5 business days. Complaints will be addressed according to the Company’s regular complaint management procedures.
Availability of Documents
This policy is available on our website. We will provide this document in an accessible format, as practicable, upon request.
Modifications
Any policy of the company that does not respect the dignity and independence of people with disabilities will be modified. In the event of a conflict between this policy and any other company policy, this policy shall prevail.
Multi-Year Accessibility Plan
This Multi-Year Accessibility Plan (the “Plan”) outlines the policies and practices that AndrewsCo (the “Company” or “we”) has or will implement in its operations to improve accessibility for individuals with disabilities. The Plan also incorporates and references the Company’s existing accessibility policies and practices, where applicable.
Statement of Commitment
The Company is committed to treating all people, including individuals with disabilities, in a manner that respects their dignity and independence. We believe in integration and equal opportunity. To this end, we are committed to meeting the needs of individuals with disabilities in a timely manner and endeavour to identify and remove barriers to accessibility in all aspects of the Company’s operations. The Company is also committed to ensuring compliance with the accessibility requirements contained in the Accessibility for Ontarians with Disabilities Act, 2005 and its regulations (“AODA”).
Human Resources is responsible for ensuring the Company implements the obligations contained in the Plan to further this commitment.
Customer Service
The Company maintains a Customer Service Accessibility Policy (the “Policy”) and feedback mechanisms to facilitate compliance with the Policy. The Company will periodically review the Policy and implement any required changes to promote accessibility within our client service operations.
The Company will put procedures in place to prevent/notify the public of service disruptions to the accessible parts of its public spaces, if and as applicable.
Accessible Emergency Information
The Company is committed to providing clients and third parties with publicly available emergency information, if any, in an accessible manner, upon request.
Training
The Company will ensure that training is provided to all employees, volunteers, and those that develop the Company’s polices, on the requirements of the regulation and on the Human Rights Code and AODA as it pertains to persons with disabilities. Training will be provided as soon as practicable. If any changes are made to this policy or the requirements, training will be provided. We shall maintain a record of the dates when training was provided and the number of individuals to whom it was provided. We will ensure that others that provide goods, services or facilities on behalf of the organization have had training.
Information and Communications
The Company provides information and communications in accessible formats upon request. We will consult with the person making the request to determine the appropriate format.
The Company continuously seeks to improve its website to meet ongoing AODA and any other accessibility standards.
Employment
The Company is committed to accessible employment practices and removing barriers that prevent or hinder the career development of employees with disabilities. We will provide employees with disabilities with individualized emergency response information where necessary, in accordance with AODA. The Company will take steps to determine whether employees require individualized emergency response information on an ongoing basis as part of our human resources and occupational health and safety functions.
In accordance with AODA, the Company takes steps to: notify the public and employees that the Company accommodates people with disabilities during the recruitment and selection process as well as during the course of employment; provide employees with employment-related information in accessible formats and with communication support if and as needed; develop individual accommodation and return-to-work policies and plans as required by AODA; ensure the accessibility needs of employees with disabilities are taken into account in the Company’s performance management, career development and redeployment processes.
Design of Public Spaces
The Company shall incorporate accessibility into the Company’s public spaces that are newly constructed or redeveloped on and after January 1, 2017. We will ensure that we follow the requirements stated under the Design of Public Spaces Standards (Accessibility Standards for the Built Environment) if and as applicable.
Modification of the Plan
The Plan is reviewed and updated as needed or at least every five years. Accessibility policies and practices adopted by AndrewsCo are incorporated into the plan at each review.