Accessibility for Ontarians with Disabilities

14 ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES

The purpose of this policy is to set out The Company's policies, practice and procedures on providing goods and services to people with disabilities, in compliance with the Accessibility for Ontarians with Disabilities Act (the "AODA"). Part I of this policy provides an overview of the Company's plan to ensure compliance with the AODA. Part II of this policy provides specific guidelines for employees interacting with people with disabilities.

The Company, along with any other organization employing one (1) or more individuals, must offer accessible goods and services to persons with disabilities.

The AODA requires businesses to find the best way to help customers (including third parties) with dis­ abilities access the goods and services offered. The purpose of the AODA is to implement standards that allow Ontarians with disabilities access to goods and services, facilities, employment and the ability to access buildings. The Act is intended to identify, remove and prevent barriers for people with disabilities in key areas of daily living.

Under the AODA, The Company must use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles:

(a) The goods and services must be provided in a manner that respects the dignity and independence of persons with disabilities.

Definitions

Dignity- goods and services are provided in a way that allows the person with a disability to maintain self-respect and the respect of other people.

Independence - when a person with a disability is allowed to do things on his/her own without un­ necessary help.

(b) The provision of goods and services to persons with disabilities and others must be integrated unless an alternate measure is necessary, whet her temporarily or on a perm anent basis, to enable a person with a disability to obtain, use or benefit from the goods and services.

(c) Per sons with disabilities must be given an opportunity equal to that given to others to obtain, use and benefit from the goods and services.

14.1 Definition of Disability

The AODA uses the same definition of disability as the Ontario Human Rights Code. Disability includes:

(a) any degree of physical disability, 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 coordination, blindness or visual impediment, 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;

(b) a condition of mental impairment or a developmental disability;

(c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;

(d) a mental disorder r; or

(e) an injury or disability for which benefits were claimed or received under the insurance plan establish ­ ed under the Workplace Safety and Insurance Act, 1997

14.2 Policy Statement

The Company supports the goal s of the AODA and is committed to ensuring equal treatment of persons with disabilities and access to goods and services within our facilities

Our commitment involves providing The Company's goods and services in a manner that respects the dignity and independence of persons with disabilities. The Company will do so in the following way:

(a) We will communicate with persons with disabilities in ways that take int o account their disability We will train employees who communicate with customers on how to interact with people with various disabilities.

(b) We are committed to providing fully accessible t telephone service to our customers by using clear and plain language and speaking slowly. We will offer to communicate with customers by alternate e means (e.g.: e-m ail, written document s) if telephone communication is not suitable to a customer's communication needs.

(c) We are committed to serving persons with disabilities who use assistive devices to obtain access to the goods and services we provide. We will ensure that our employees are familiar with the various assistive devices that customers with disabilities may depend on and how those devices may impact their access to the goods and services we provide. Assistive devices may include:

- white cane

- wheelchair/scooter

- crutches

- oxygen tank

- notebook/lap-top computer

- electronic communication devices

- hearing aids

- magnifier

- mini pocket recorders

- speech generating devices

(d) Persons w it h disabilities are welcome on our premises accompanied by a service animal and can keep the animal with them. While visiting our premises, it is the responsibility of the person with a service animal to control the animal at all times. If it is appropriate to exclude a service animal for legal rea­ sons, please discuss this with the customer and advise your manager, who will make arrangements for the care of the animal. Alternative accommodations should be canvassed with the customer and provided, if necessary.

Employees should be aware that service animals are used for a variety of disabilities to assist with:

- autism

- vision

- hearing

- psychiatric illness

- mobility seizures

Although dogs are the most recognizable type of service animal, employees should be aware that other types of service animals may be used.

(e) We are committed to welcoming persons with disabilities who are accompanied by a support per­ son. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his/ her support person while on our premises.

14.3 Accessible Facilities or Services

The following accessible facilities or services are available to customers who may require accommodation of a disability:

• Accessible entrance at 1633 Flint Road

• Washroom facilities are located in the warehouse.

• To communicate with customers requiring the use of a teletypewriter ("TTY") phone to communicate employees should call the Bell Relay Service at 1-800-855-0511 for assistance.

14.4 Notice of Temporary Disruption

The Company will make a reasonable eff ort to provide customers with notice in the event of a disruption of services usually used by persons with disabilities. This notice will include inform at ion about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at reception. In addition, the Manager will be advised of the disruption so that all inquiries relating to same may be direct ed to him/her.

14.5 Training for Employees

The Company will provide training as required by AODA to all employees, new employees and others who deal with the public and to whom this policy applies, as soon as it is practical. Training will be tailored to the person's duties and it will be refreshed periodically as the legislation changes.

Training will include:

(a) The purpose of the Accessibility for Ontarians with Disabilities Act, 2005;

{b) The Ontario Human Rights Code appropriate to the person's duties as it pertains to person with disabilities;

(c) The requirement s of the Accessibility Standards for Customer Service;

{d) Information about our accessibility policies, procedures, and guidelines pertaining to the provision of goods and services to persons with disabilities;

(e) How to interact and communicate with persons with various disabilities; and

(f) How to interact with persons with disabilities who use assistive devices or require the assistance of a service animal or a support person; and

(g) Any changes to the Company's AODA related policies.

The Company will l notify the public and employees that, when requested, the Company will accommodate disabilities during recruitment and assessment processes and when people are hired. If needed, The Company will provide customized workplace emergency information to employees who have a disability. If using performance management, career development and redeployment processes, the Company will take into account the accessibility y needs of employees with disabilities.

The Company welcomes feedback about the deli very of goods and services to persons with disabilities. Employees and customers can submit such feedback or ask questions pertaining to this policy by contacting Human Resources at hr @zanchinauto.com

The Company is committed to developing customer service policies that respect and promote the dignity and independence of persons with disabilities. When making changes to policies it will consider the impact on persons with disabilities.

14.6 General Guidelines when Interacting with Customers with Disabilities

i. Overview

a) If you are not sure about an individual's disability, wait until the individual describes his/her situation to you rather than make your own assumptions. Many types of disabilities have similar characteristics and your assumptions may be wrong.

b) People with some disabilities may take a little longer to understand and respond so it is important to be patient

c) Use appropriate language and terminology when referring to people with disabilities. d) Use "disability" or "disabled," not "handicap" or "handicapped."

e) It is proper to say, "person with a disability," rather than "disabled person."

f) Avoid all language that would be considered disrespectful and demeaning such as "dumb" or "psycho" or "retard".

g) If you cannot understand what an individual is saying, politely ask him / her to repeat himself/herself.

ii. Talking to Individuals with Disabilities over the Phone

a) Speak naturally, clearly and directly

b) Don't worry about how the person's voice sounds. Concentra e on what they are saying.

c) Don't interrupt or finish the individual's sentences. Give him /her time to explain or respond

d) If you don't understand, simply ask again, or repeat or rephrase what you heard and ask if you have understood correctly.

e) If an individual is using an interpreter or a Relay Service on the telephone, speak naturally to the individual, not to the interpreterd.

f) If you encounter a situation where, after numerous attempts, you cannot communicate with each other due to the individual's disability, consider making alternate arrangements.

ii. Tips Specific to Disability

Vision Loss

a) Don't assume the individual can't see you.

b} Do not touch the individual without asking permission. Offer your elbow to guide the person. If he/ she accept s, walk slowly.

c) Don't touch or speak to service animals - they are working and have to pay attention at all times.

d) Don't leave the individual in the middle of a room. Show him/her to a chair or guide him / her to a comfort able location.

e) Identify when you are leaving and will be back.

f) Identify yourself when you approach the individual and speak directly to him/her, even if he/she is accompanied by a companion.

g) Do not be afraid or embarrassed to use words such as "see", "read" and "look." People with vision loss also use these words.

h) When providing printed information, offer to read or summarize it.

Hearing Loss

a) If the person uses a hearing aid, reduce background noise or move to a quieter area, if possible, so the person can hear or concentrate better.

b) Attract the individual's attention before speaking. Generally, the best way is by gentle touch on the shoulder or with a gentle wave of your hand.

c) Ask how you can help. Don't shout.

d) Ensure that the individual can see your face. Some people read lips.

e) If necessary, ask if another method of communicating would be easier, for example, using a pen and paper.

f) Be patient if you are using a pen and paper to communicate. American Sign Language may be your individual' s fist language.

g) Don't assume that the individual knows sign language or reads lips.

h) Look at and speak directly to the individual you are servicing. Address that person, not the interpreter or support person.