ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT (AODA)
CUSTOMER SERVICE AND INTEGRATED STANDARDS POLICY

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 workplace 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 & Multi-Year Plan are Available
In compliance with the Accessibility for Ontarians with Disabilities Act (AODA), the Canada’s Best group of companies will make this Customer Service & 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 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.

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, enlarged print. We will answer any questions customers may have about the content of the invoice in person, by telephone or by email.

Use of service animals and support persons
We will welcome people with disabilities who are 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 properly trained on how 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 usually 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 others who deal with the public or other third parties on their behalf, and all those who are 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 1 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 requirements of the customer service standard 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 the assistance of a service animal or support person
• How to use any equipment or devices that are 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 in 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 the way 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 the way we provide goods and services to people with disabilities can be made in person, via email, by telephone and through our Contact Us form on our websites. All feedback will be directed to Human Resources, and customers can expect to hear back within 7 business days.

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 & 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 & 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 and in particular to those with disabilities. If anyone has questions about the policy, if the purpose of the policy is not understood, an explanation should be provided by, or referred to Human Resources.