AODA Customer Service Policy Statement

Our Commitment

Roots strives to provide our products and services in a manner that is accessible to all of our customers, and respects the dignity and independence of people with disabilities. We are committed to offering equal opportunity to access our products and services and to providing the benefit of the same services, in the same place and in a similar way to all customers.

Instructions

Each element detailed below is a requirement of the AODA Accessibility Standards for Customer Service, Ontario Regulation 429/07, and must be achieved to meet compliance regulations. For each action required, ensure that the requirement has been met. Where we have not yet completed the requirement, identify the individual(s) responsible for completing the action, and include any pertinent notes that may apply, including time-lines for completion, and progress.

Providing Goods And Services To People With Disabilities

Roots is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

Communication

We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

We train our staff on how to interact and communicate with people with various types of disabilities.

Intent

Roots Canada has implemented this Multi-Year plan to ensure that we are prepared to meet all compliance standards for customer service accessibility under the AODA regulations. As an organization, Roots will meet or exceed all applicable legislation regarding the provision of customer service for people with a disability.

Roots Canada is committed to eliminating barriers and improving accessibility for persons with disabilities and to providing goods and services in a way that respects the dignity and independence of people with disabilities. In 2012 we implemented an Accessible Customer Service Policy to ensure that people with disabilities are given the same opportunity to access and benefit from our goods and services, in the same place and in a similar way as other customers.

The Integrated Accessibility Standards Regulation (“IASR”) under AODA, which incorporates the remaining 4 accessibility standards, requires us to establish, implement, maintain and document a multi-year accessibility plan which outlines our strategy to prevent and remove barriers for persons with disabilities through the requirements under the IASR. The following accessibility standards are applicable to Roots Canada under the IASR:

1. General Requirements

2. Information and Communications

3. Employment

4. Design of Public Spaces

In accordance with the IASR, Roots Canada will:

• Establish, review and update this Accessibility Plan

• Post this Accessibility Plan on Roots Canada public website at www.roots.com

• Provide this Accessibility Plan in an accessible format, upon request

• Review and update this Accessibility Plan at least once every 5 years

Part I – General

This section of the Regulation requires us to:

• Develop & maintain an accessibility policy and a multi-year accessibility plan

• Self-service kiosks – consider accessibility features that best meet the needs of customers

• Ensure staff and volunteers are trained on the Integrated Accessibility Standards Regulation and the Ontario Human Rights Code

Actions
Compliance Date
Responsibility
Status

Create and implement Customer Service Accessibility policies, practices and procedures in accordance with AODA regulations.

October 2012

Human Resources

Completed

Public safety information that is prepared Roots Canada and made available to the public will be made available in an accessible format or with appropriate communication supports, as soon as practicable, upon request.

Actions
Compliance Date
Responsibility
Status

Create and implement Customer Service Accessibility policies, practices and procedures in accordance with AODA regulations.

October 2012

Human Resources

Completed

Public safety information that is prepared Roots Canada and made available to the public will be made available in an accessible format or with appropriate communication supports, as soon as practicable, upon request.

Actions
Compliance Date
Responsibility
Status

Roots Customer Service Accessibility Policy allows the use of personal assistive devices, and provides information regarding assistive devices offered.

October 2012

Human Resources

Completed

Actions
Compliance Date
Responsibility
Status

Roots Customer Service Accessibility Policy allows the use of personal assistive devices, and provides information regarding assistive devices offered.

October 2012

Human Resources

Completed

Part II – Information and Communications Standards

This section of the Regulation includes requirements related to: • Accessible feedback processes

• Accessible formats and communication supports

• Publicly available emergency procedures, plans, public safety information accessible websites and web content

Actions
Compliance Date
Responsibility
Status

Roots policy allows people with disabilities to be accompanied by their guide dog or service animal, unless the animal is excluded by another law.

October 2012

Human Resources

Completed

Actions
Compliance Date
Responsibility
Status

Roots policy allows people with disabilities to be accompanied by their guide dog or service animal, unless the animal is excluded by another law.

October 2012

Human Resources

Completed

Part III – Provide Accommodation to Potential Employees

Provide Accommodation to Potential Employees

• Communicate Recruitment Opportunities

• Detail Available Accommodation

Actions
Compliance Date
Responsibility
Status

Employers will be required to inform all applicants that accommodation will be provided to applicants with disabilities to enable their participation in the recruitment, assessment, selection and hiring stages.

October 2015

Recruitment Specialist

Completed

Actions
Compliance Date
Responsibility
Status

Employers will be required to inform all applicants that accommodation will be provided to applicants with disabilities to enable their participation in the recruitment, assessment, selection and hiring stages.

October 2015

Recruitment Specialist

Completed

Actions
Compliance Date
Responsibility
Status

Most classes of employers will be required to adopt or develop, document and maintain a procedure to ensure that applicants with disabilities are provided with accommodation to enable their participation in the recruitment, assessment, selection and hiring stages.

October 2012

Recruitment Specialist

Completed and ongoing

Actions
Compliance Date
Responsibility
Status

Most classes of employers will be required to adopt or develop, document and maintain a procedure to ensure that applicants with disabilities are provided with accommodation to enable their participation in the recruitment, assessment, selection and hiring stages.

October 2012

Recruitment Specialist

Completed and ongoing