1. terra20 ACCESSIBILITY POLICY

CUSTOMER SERVICE ACCESSIBILITY STANDARD

 

Intent                                                                                                                            

This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.

All goods and services provided by terra20 shall follow the principles of dignity, independence, integration and equal opportunity.

 

Scope

• This policy applies to the provision of goods and services at premises owned and operated by terra20.
• This policy applies to employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of terra20, including when the provision of goods and services occurs off the premises of terra20 such as in: delivery services, call centers, vendors, and drivers.
• The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of goods and services that take place at premises owned and operated by terra20.
• This policy shall also apply to all persons who participate in the development of the terra20’s policies, practices and procedures governing the provision of goods and services to members of the public or third parties.

 

General Principles

In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:

1. The Provision of Goods and Services to Persons with Disabilities;
2. The Use of Assistive Devices
3. The Use of Guide Dogs, Service Animals and Service Dogs
4. The Use of Support Persons
5. Notice of Service Disruptions
6. Customer Feedback
7. Training
8. Notice of Availability and Format of Required Documents

1. The Provision of Goods and Services to Persons with Disabilities

terra20 will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

• ensuring that all customers receive the same value and quality;
• allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
• using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
• taking into account individual needs when providing goods and services; and
• communicating in a manner that takes into account the customer's disability.

 2. Assistive Devices

Customer’s own assistive device(s):

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by terra20.

In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services.  For example, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the customer.

 

3. Guide Dogs, Service Animals and Service Dogs

A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.

 

Food Service Areas:

A customer with a disability that is accompanied by guide dog or service dog will be allowed access to food service areas that are open to the public unless otherwise excluded by law.

 

Other types of service animals are not permitted into food service areas due to the Health Protection and Promotion Act, Ontario Regulation 562 Section 60.

 

Exclusion Guidelines:

If a guide dog, service animal or service dog is excluded by law (see applicable laws below) terra20 will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).

 

Applicable Laws: 

The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, normally does not allow animals in places where food is manufactured, prepared, processed, handled, served, displayed, stored, sold or offered for sale.  It does allow guide dogs and service dogs to go into places where food is served, sold or offered for sale.  However, other types of service animals are not included in this exception.

 

Dog Owners' Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relating to banned breeds (such as pit bulls) and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails.

 

Recognizing a Guide Dog, Service Dog and/or Service Animal:

If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, terra20 may request verification from the customer.

 

Verification may include:

• a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
• a valid identification card signed by the Attorney General of Canada; or,
• a certificate of training from a recognized guide dog or service animal training school.

 

Care and Control of the Animal:

The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.

 

Allergies:

If a health and safety concern presents itself for example in the form of a severe allergy to the animal, terra20 will make all reasonable efforts to meet the needs of all individuals.

 

4. Support Persons

If a customer with a disability is accompanied by a support person, terra20 will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.

 

5. Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of terra20.  In the event of any temporary disruptions to facilities or services that customer's with disabilities rely on to access or use terra20's goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

 

Notifications will Include:

In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:

• goods or services that are disrupted or unavailable
• reason for the disruption
• anticipated duration
• a description of alternative services or options

 

Notifications Options:

When disruptions occur terra20 will provide notice by:

• posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the terra20 website; or
• by any other method that may be reasonable under the circumstances.

 

6. Feedback Process

terra20 shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities, see details below.   Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available at terra20 Customer Service.

 

Submitting Feedback:

Customers can submit feedback to:

info@terra20.com

terra20, 16 Concourse Gate, Suite 200, Ottawa, ON K2E 7S8

1-855-terra20 (837-7220)

1-613-terra20 (837-7220)

 

http://www.terra20.com/

 

Customers who wish to provide feedback by completing an onsite customer feedback form or verbally can do so to the on-duty  Store Manager at any terra20 retail location.

 

Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.  

 

7. Training

Training will be provided to:

1. all employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of terra20; for example: salespersons, drivers, vendors, event operators; and,
2. those who are involved in the development and approval of customer service policies, practices and procedures.

 

Training Provisions:

As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:

• A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
• A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
• Instructions on how to interact and communicate with people with various types of disabilities.
• Instructions on how to interact with people with disabilities who:
  • use assistive devices;
  • require the assistance of a guide dog, service dog or other service animal; or
  • require the use of a support person (including the handling of admission fees).
• Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
• Instructions on what to do if a person with a disability is having difficulty accessing your services.
• terra20's policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.

 

Training Schedule:

terra20 will provide training as soon as practicable. Training will be provided to new employees, volunteers, agents and/or contractor who deal with the public or act on our behalf during orientation. Revised training will be provided in the event of changes to legislation, procedures and/or practices.

 

        Record of Training:         

terra20 will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

 

8. Notice of Availability and Format of Documents

terra20 shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer's disability. Notification will be given by posting the information in a conspicuous place owned and operated by terra20, the terra20 website and/or any other reasonable method.

 

INTEGRATED ACCESSIBILITY STANDARD REGULATIONS (IASR)

 

Intent

This policy is intended to meet the requirements of Integrated Accessibility Standard Regulations, Ontario Regulation 191/11 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of information and communications in its hiring and employment practices.

 

Scope

• This policy applies to the provision of information and communication at premises owned and operated by terra20.
• This policy applies to employees, volunteers, agents and/or contractors or other third parties that act on behalf of terra20.
• This policy shall also apply to all persons who participate in the development of the terra20’s policies, practices and procedures governing the provision of goods and services to members of the public or third parties.

 

General Principles

This policy has been developed to comply with the Integrated Accessibility Standards Regulations, specifically:

• Addressing barriers that persons with disabilities face in the areas of information and communications, and employment.
• Training employees and anyone who provides goods or services on behalf of terra20, and those who participate in developing the organization’s policies, on accessibility standards and the Human Rights Code as it pertains to persons with disabilities.

 

Definitions

 “Information” includes data, facts and knowledge that exists in any format including text, audio, digital or images, and that conveys meaning.

“Communications” means the interaction between two or more persons or entities, or any combination of them, where information is provided, sent or received.

“Accessible formats” may include, but are not limited to, large print, recorded audio and electronic formats, braille and other formats usable by persons with disabilities.

“Communication supports” may include, but are not limited to, captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communications

 

CORE PRINCIPLES AND PURPOSE OF INTEGRATED STANDARDS FOR ACCESSIBILITY

This policy addresses the following:

1. Accessible Formats and Communication Supports
2. Individualized Emergency Support Plan
3. Employment
   1. Recruitment
   2. Informing Employees of Supports
   3. Accessible Formats and Communication Supports for Employees
   4. Performance Management
   5. Career Development and Advancement
   6. Redeployment
4. Training

1. Accessible Formats and Communication Supports

terra20  will, upon request, provide or arrange for the provision of accessible formats and communications supports for persons with disabilities:

1. In a timely manner that takes into account the person’s accessibility needs;
2. At a cost that is no more than the regular cost charged to other persons;
3. Consult with the person making the request in determining the suitability of an accessible format or communication support.

Exceptions, the IASR does not apply to:

1. Product and product labels
2. Unconvertible information and communications
3. Information that terra20 does not control directly or indirectly through a contractual relationship

 

2. Individualized Emergency Support Procedures

terra20 will provide individualized workplace emergency response information to employees who have a disability if necessary and when terra20 is aware of the need for accommodation due to the employee’s disability.

If the employee who received individualized emergency response information requires assistance,  and with the employee’s consent, terra20 will provide the emergency response information to the person designated by the employer with the employee’s consent.  terra20 will provide this information as soon as practicable after becoming aware of the need for accommodation due to the employee’s disability.

terra20 will review the individualized workplace emergency response information when:

1. The employee moves to a different location in the organization;
2. The employee’s overall accommodations needs or plans are reviewed
3. When terra20 reviews the general emergency response policies

3. Employment

3.1 Recruitment:

• Notify its employees and the public about the availability of accommodation for applicants with disabilities in our recruitment process.
• Job applicants who are selected to participate in an assessment or selection process including testing (if required), will be notified that accommodations are available upon request.
• Suitable accommodations in relation to the materials or processes to be used will be made.
• On request, terra20 will consult with the applicant and provide or arrange for the provision of a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.
• When making offers of employment, terra20 will notify the successful applicant of terra20’s policies for accommodating employees with disabilities

 

3.2 Informing employees of supports

• terra20 will inform employees of the policies to support employees with disabilities, including policies on the provision of accommodations that take into account an employee’s accessibility needs due to disability.
• terra20 will meet with employees as requested, to provide or arrange for the provision of accessible formats and communication supports for information required for jobs or generally available in the workplace.

 

3.3 Accessible Formats and Communication Supports for Employees

• terra20 will, upon request, provide or arrange for the provision of accessible formats and communications supports for persons with disabilities for:
  1. Information to perform their jobs
  2. Information that is generally available to employees in the workplace

 3.4 Performance Management

• terra20 will take into account the accessibility needs of its employees with disabilities as well as any individual accommodation plans when using our performance management process in respect of individuals with disabilities, including:
  1. Information that is needed to perform the employee’s job
  2. Information that is generally available to employees in the workplace
  3. Consult with the employee making the request in determining the suitability of an accessible format or communication support

 

3.5 Career Development and Advancement

• terra20 will take into account the accessibility needs of our employees with disabilities as well as any individual accommodation plans, when providing career development and advancement to our employees with disabilities.

 

3.6 Redeployment

• When terra20 uses redeployment as an alternative to layoff, and reassigns employees to other jobs or departments within the organization, terra20 will take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when redeploying employees with disabilities.

 

4. Training

terra20  will provide training to employees, volunteers and others who deal with the public or third parties on their behalf.

Training will include:

• An overview of any pertinent Accessibility legislation  and the requirements of the standards
• terra20’s plan related to provision of information and communications in its hiring and employment practices.
• What to do if a person with a disability requires support accessing these practices.

Staff will also be trained when changes are made to the plan.

 

FEEDBACK PROCESS

terra20  is committed to providing accessible information and support to  employees and employment candidates with disabilities. Comments on how well terra20  achieves this goal are welcomed and appreciated.

Feedback from employees and candidates with  disabilities can be made by telephone, in person, in writing, in electronic format (e.g. e-mail) or through other relevant methods.

All feedback will be directed to the company at:

terra20

Human Resources

16 Concourse Gate, Suite 200, Ottawa, ON K2E 7S8

Tel: 613-225-8118

ann.mckechnie@terra20.com

 

Privacy will be respected and all feedback will be reviewed for possible action that can be taken to improve terra20 services.  In most cases, a response to the feedback will be provided within 30 working days. Feedback and/or responses will be delivered in a format that is accessible to the complainant.

 

MULTI YEAR ACCESSIBILITY PLAN

 

Year                       Actions

2012                       Customer Service Accessibility Policy

                                Employee Training, Accessibility Policy

                                Assessment for Emergency Procedures and Plans

                                Feedback Process, Customer Policy

2014                       Integrated Accessibility Standard Requirement Policy (IASR)

                                Employee Training,  IASR

                                Feedback Process, IASR

                                New Website content,  WCAG 2.0 Level A

2015                       Employee Training, Customer Service and IASR Training

                                Accessibility Assessment

2016                       Public Notification of accommodations for employment candidates

2021                       All Website Content, WCAG 2.0 Level AA

 

Policy Administration

If you have any questions or concerns about this policy or its related procedures please contact:

Ann McKechnie, Vice President of Human Resources

                16 Concourse Gate, Suite 200, Ottawa, ON K2E 7S8

Ann.mckechnie@terra20.com

Tel: 613-225-8118

This policy and its related procedures will be reviewed as required in the event of legislative changes.

Bill Stewart

President, terra20

 

Referenced Documents:

• Accessibility for Ontarians with Disabilities Act, 2005
• Accessibility Standards for Customer Service, Ontario Regulation 429/07
• Integrated Accessibility Service Standards, Ontario Regulation 191/11
• Blind Person’s Rights Act, 1990
• Dog Owners' Liability Act, Ontario
• Food Safety and Quality Act 2001, Ontario Regulation 31/05
• Health Protection and Promotion Act, Ontario Regulation 562
• Ontario Human Rights Code, 1990