The Customer Service Standard as set out in the Accessibility for Manitobans Act (AMA) and the Accessibility for Ontarians Act (AODA) seeks to ensure that all people who seek to obtain, use or benefit from our goods or services have the same opportunity to obtain, use or benefit from the goods or service.

It is our aim and legal obligation to make our business accessible to the public. This includes members of the public with disabilities, or those for whom some element in our Company may create a barrier. This includes all divisions of Price Industries Limited (PIL) and all subsidiaries of PIL within Canada.

Disabilities

Disabilities can be physical, mental, intellectual or sensory. Some examples are impaired hearing, impaired vision, mobility-related issues, dexterity issues, and cognitive issues. It is important to remember that not all disabilities are visible.

Barriers

Sometimes people with disabilities can access our business without any accommodations. Sometimes, there are barriers which prevent people with disabilities from accessing our business on an equal basis.

These barriers can take many forms. They can be physical barriers, such as clutter blocking a hallway, architectural barriers, such as stairs, communication barriers, such as signs which are confusing or too small, technological barriers, such as a website which cannot be used by a person using a screen reader, and attitudinal barriers, such as not understanding or respecting people with disabilities.

Our Commitment

Identifying Barriers

We will undertake a review to determine existing barriers, and a plan for removing or avoiding those barriers. Managers who host external customers are encouraged to audit their location using our Checklist for Accessibility Form (Form-HR-5263) Employees should advise their Managers in writing of any barriers or potential barriers of which they are aware, or become aware at any time during their employment. Managers will forward to the Accessibility Manager, Samantha Rayburn for review using the following email address: samanthar@priceindustries.com.

Removing Barriers

It is our commitment to remove as many barriers to access as we reasonably can. If a barrier cannot be removed by reasonable means, we need to identify an alternate means by which to provide access. For example, if for some reason a document cannot be supplied in a format accessible to the customer, an employee may read the document to the customer, if that would allow the customer to access the information. We cannot impose a fee or charge to provide an accommodation unless the accommodation could not be reasonably provided without it. In that case, the customer should be told of the fee or charge in advance in a manner which clearly explains why the fee or charge is necessary.

Removing Barriers - Specific Examples

Assistive devices

Some people may use or benefit from assistive devices to remove or reduce a barrier. These devices must be reasonably accommodated. For example, hallways accessible to the public should be clear of clutter so that a person using a wheelchair, scooter, walker or cane will not be impeded. Waiting rooms, reception areas, or other areas open to the public should be configured to allow for the use of a wheelchair, scooter, walker or cane. Documents should be created in a format that allows them to be read by a screen reader, so that they are accessible to people who are visually impaired.

Support People

A customer may be accompanied by a support person. The customer and support person must be allowed to access the premises together, and the customer should have access to the support person at all times while on Company premises. This means that any waiting room, meeting room or office where a customer is expected to be should be able to accommodate at the very least a Company representative, a customer, whether using a wheelchair or not, and a support person. Washroom facilities should allow for access by the customer accompanied by a support person.

Service Animals

A customer may be accompanied by a service animal in all public areas. Reception areas, and other areas open to the public should be designed with this in mind.

Documents

All documents should include the phrase "alternative formats available on request". These alternative formats should be available in a larger font, plain font, plain language, and accessible to those using a screen reader. The Company website, Facebook page, or other on-line presence should be treated as a document, include the same phrase, and be available in the same formats.

Communications

All signs should be simple with large, clear lettering. If signs are posted in a public area, and the signs contain information that the public needs to know, consider making auditory announcements to the same effect periodically. For example, if customers need to take a number to be served, that should be announced periodically, and the number being served should be both visible visually and announced audibly. All documents, policies, manuals, presentations and guidelines should be clearly marked advising customers and employees that alternative formats are available upon request.

Built Environment

Where Barrier Free Access is Temporarily Unavailable

Where any aspect of our operations that is intended to facilitate access is temporarily unavailable for use (for example, where an automatic door opener or elevator is out of service), a notice must be displayed indicating the reason for the unavailability, the estimated timeframe for when access will be restored, and details of any alternate means of access. Where possible, this information shall also be posted to our Company website. Any employee aware of this unavailability should immediately contact their Manager and their Manager will forward to the Accessibility Manager, Samantha Rayburn via email at: samanthar@priceindustries.com

A sample notice for inside Company premises is "This elevator is temporarily out of service. Please see reception for more information". Reception should be advised that the notice is being posted and prepared to answer questions re alternate access.

A longer sample notice suitable for the website is "We apologize for the inconvenience, but our elevator is currently out of service. We expect service to be resumed Tuesday. In the meantime, any appointments booked to take place on the higher floors may be relocated to the main floor boardroom upon prior request."

Tips for Interacting with Customers

When speaking to a customer, do not make assumptions about what people can or cannot do. If you are unsure, and need to know, ask "How can I help"?

Do not ask personal questions, unless the information is required in order to provide the service or product in question.

When dealing with a customer with a support person, speak to the customer, not the support person unless directed otherwise.

Employees serving customers directly should keep a pen and paper available to aid in communication.

When travelling alongside a person using a wheelchair, do not take control of the wheelchair without permission.

When speaking to someone who is using a service dog, do not pet or attempt to distract the dog. If allowed, the handler will advise.

A chair should be available to allow customers to stand or sit as necessary.

Feedback

Any feedback you receive with respect to accessibility issues should be submitted in writing to your Manager and your Manager will forward to the Accessibility Manager as soon as possible. As much detail as possible should be included: date, time location, name and contact information of anyone concerned (if possible), and a detailed description of the situation, the comments received and any action taken.

If a customer indicates that they would like to provide feedback or comments, please provide them with a copy of our "Feedback Form" located on our ISO (FormHR-5262), and an opportunity to fill it out. In addition, direct the customer to the Company website which has a feedback functionality. The Accessibility Manager will keep a written record of any actions taken in response to feedback. Such records shall be made available upon request.

Training

Public Events

Any public events which we organize or take part in should be accessible to people disabled by barriers. This means that notice of the event should be available in alternate formats and should indicate that relevant supports may be requested (sign language interpreter, ramp, etc.). Events should only be held in accessible venues.

Preventing the Creation of New Barriers

We will review any changes to the built environment, documentation, communications, website or other means of interacting with customers to ensure that new barriers are not inadvertently created. Employees should advise their Managers in writing of any potential barriers of which they are aware, or become aware at any time during their employment.

Availability of this Policy

Human Resources will make and maintain written copies of all measures, policies and practices established or implemented with respect to accessibility. This documentation must be made available upon request. Human Resources will ensure that the fact that this documentation is available upon request is posted in the Company's premises where the public is likely to see it, as well as on the Company website.

Related documents

The Employment Standard as set out in the Accessibility for Manitobans Act (AMA) and the Accessibility for Ontarians Act (AODA) seeks to ensure that all employers establish and implement measures, policies and practices to reasonably accommodate employees and potential employees who are or may be disabled by one or more barriers in the workplace.

It is our aim and legal obligation to make our workplace accessible to employees and potential employees, regardless of whether those individuals have disabilities, or for whom some element in our Company may create a barrier.

Disabilities

Disabilities can be physical, mental, intellectual or sensory. Some examples are impaired hearing, impaired vision, mobility-related issues, dexterity issues, and cognitive issues. It is important to remember that not all disabilities are visible.

Barriers

Sometimes employees or potential employees with disabilities can work without any accommodations. Sometimes, there are barriers which prevent people with disabilities from performing their employment responsibilities, or accessing employment benefits on an equal basis.

These barriers can take many forms. They can be physical barriers, such as clutter blocking a hallway, architectural barriers, such as stairs, communication barriers, such as signs which are confusing or too small, technological barriers, such as a website which cannot be used by a person using a screen reader, and attitudinal barriers, such as not understanding or respecting people with disabilities.

Our Commitment

It is our obligation and commitment to reasonably accommodate employees and applicants for employment to the point of undue hardship.

Availability and Promotion of this Policy

This policy is publically available, and is available in alternate formats (such as large print, recorded audio, electronic format or braille) upon request.

Employees will be provided with a copy of this policy at the time of hire, and will be informed of any revisions to this policy, or to the Company's measures, policies or practices with respect to accommodation.

Job Applications and Selection Process

All recruitment material or information (written or oral) will indicate that reasonable accommodation is available upon request, in terms of materials or activities which are part of the selection or assessment process.

Recruitment material will be made available in alternative formats (such as large print, recorded audio, electronic format or braille) upon request. Requested accommodation related to recruitment or assessment activities will be provided, except where to do so would create an undue hardship for the Company.

Where an employee or job applicant requests accommodation, or identifies a barrier, the Company will consult with the individual to determine the appropriate accommodation in the circumstances.

All offers of employment will include a statement to the effect of "The Company will accommodate disabilities to the point of undue hardship. Our Accessibility Employment Policy is available upon request (or is attached)."

Training

Training will be provided as soon as is practicable upon the employee being assigned the duties that trigger the training requirement, and upon any change to the Company's measures. policies or practices relating to accessibility.

All training shall be documented.

Performance Management

Prior to imposing performance management or conducting a performance evaluation on any employee (involving managing the employee's work, planning, monitoring or reviewing an employee's work objectives or overall contribution to the Company), the person responsible for performance management or evaluation will take into account that the employee may be permanently or temporarily disabled by a barrier in the workplace, will review the employee's individualized accommodation plan, and will determine if any accommodation(s) being provided to the employee fully address the barrier(s) that disable the employee.

Career Development / Advancement

In recruiting, selecting, training, promoting or redeploying employees in relation to career development or advancement, the advancement, the Company will first take into account that employees may be permanently or temporarily disabled by a barrier in the workplace, will review employees' individualized accommodation plan, and will determine if any accommodation(s) being provided to employees fully address the barrier(s) that disable the employees.

Return to Work Process

Employees who have been absent from work due to a disability, and who require accommodation in order to facilitate a return to work shall provide to their supervisor a Non-Work Related Return-to-Work Form (RTW) completed by a physician indicating the employee's restrictions, and any required accommodations. The form is available from Human Resources. The supervisor, together with Human Resources, and in consultation with the employee shall determine the accommodations to be put in place so as to allow for the return to work without imposing undue hardship on the Company. This shall be subject to the requirements of The Workers Compensation Act.

Individualized Accomodation Plans

Where an employee disabled by barriers in the workplace requests it, the Company will develop and implement an Individualized Accommodation Plan ("IAP") for the employee.

Requests for IAPs should be submitted to Human Resources in writing, and will assessed on an individualized basis.

Contents of the IAP

Employee's Role in the IAP

Company's Role in the IAP

• The Company will review IAPs and make any required updates to IAPs when the workplace is modified or relocated, the employee's responsibilities are changed, the Company becomes aware that there are other changes with may impact the IAP, or upon the affected employee's request.
• The Company may request an evaluation of the employee to be done by an independent regulated health professional or other practitioner in the area of workplace accommodations for the purpose of assisting the Company to determine the accommodation required. The Company will pay the cost of the evaluation.
• The employee's personal information and personal health information will be kept in a separate file in Human Resources and will only be accessed on a "need to know" basis. Access to such material shall be though Human Resources only.
• Upon request, the Company will provide a copy of the IAP to the affected employee in a format accessible to that employee.
• The Company may deny a request for an IAP where it would suffer undue hardship. Where a request for an IAP is denied, the employee shall be informed of the denial and the reasons for it in writing.

Communication of Information

Aside from an IAP, an employee disabled by a barrier may request that the Company review how it communicates with the employee. Upon receipt of such request, the Company will consult with the employee to identify the accessible format or communication support required, and will use the identified formats and/or supports in communicating with the employee going forward.

Emergency Response Information

Employees will be canvassed on an annual basis as to whether they are disabled by a barrier in the workplace such that the employee may face special risks or challenges in responding to an emergency. Employees will also be asked about this when the Company has reason to believe there may be a barrier affecting the employee's ability to respond to an emergency, for example, where an employee requests an IAP, or an employee returns to work after a sick leave. Once the barrier or barriers are identified, the Company will provide the employee information as to how to respond to an emergency. This information and plan will be reviewed each time the employee is moved to a different workspace, the employee's workspace is modified, the Company reviews or makes changes to its general emergency response plan, or upon the request of the employee or the discretion of the Company.

If the employee requires assistance in case of an emergency, the Company will ask the employee to consent to a designated person being given the necessary information to assist the employee in response to an emergency.

Privacy

The personal information and personal health information provided by employees pursuant to this policy will only be collected, used or disclosed for the purposes of this policy, unless the employee consents in writing to other use or disclosure.

Related documents

The Communication and Information Standard as set out in the Accessibility for Manitobans Act (AMA) and the Accessibility for Ontarians Act (AODA) seeks to ensure that all people who seek to obtain, use or benefit from our goods or services have the same opportunity to obtain, use or benefit from the goods or service.

It is our aim and legal obligation to make our business accessible to the public. This includes members of the public with disabilities, or those for whom some element in our Company may create a barrier. This includes all divisions of Price Industries Limited (PIL) and all subsidiaries of PIL within Canada.

Disabilities

Disabilities can be physical, mental, intellectual or sensory. Some examples are impaired hearing, impaired vision, mobility-related issues, dexterity issues, and cognitive issues. It is important to remember that not all disabilities are visible.

Barriers

Sometimes people with disabilities can access our business without any accommodations. Sometimes, there are barriers which prevent people with disabilities from accessing our business on an equal basis.

These barriers can take many forms. They can be physical barriers, such as clutter blocking a hallway, architectural barriers, such as stairs, communication barriers, such as signs which are confusing or too small, technological barriers, such as a website which cannot be used by a person using a screen reader, and attitudinal barriers, such as not understanding or respecting people with disabilities.

Accessible Formats

May include but not limited to, large print, recorded audio, and electronic formats and other formats useable 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.

Information

Includes data, facts, and knowledge that exist in any format, including text, audio, digital or images and that conveys meaning.

Our Commitment

Documents

All documents should include the phrase "alternative formats available on request". These alternative formats should be available in a larger font, plain font, plain language, and accessible to those using a screen reader. The Company website, Facebook page, or other on-line presence should be treated as a document, include the same phrase, and be available in the same formats.

Communications

All signs should be simple with large, clear lettering. If signs are posted in a public area, and the signs contain information that the public needs to know, consider making auditory announcements to the same effect periodically. For example, if customers need to take a number to be served, that should be announced periodically, and the number being served should be both visible visually and announced audibly.

All documents, policies, manuals, presentations and guidelines should be clearly marked advising customers and employees that alternative formats are available upon request.

Website

Web accessibility is the practice of removing barriers and creating equal access to information and websites for people with disabilities. Ultimately, aimed to address barriers relating to visual, motor, auditory, and cognitive disabilities.

For example, individuals who are blind use screen reading software that reads content using a synthesized voice. Someone who has a physical disability that affects their use of hands or are unable to use a mouse may rely exclusively on a keyboard. How a website or application is designed can significantly impact a user's experience, therefore how we design or structure a website is important.

Our website will take into the following considerations.

HTML headings do not only act as visual cues, but also as an outline as to how a page is structured and how sections relate to one another. Proper heading structure can be especially useful for people who use screen readers, as they can be used as a navigational aids to jump from heading to heading.

Ensure hyperlinks are self-describing. “Click here” or "learn more" does not provide any useful information to someone using a screen reader, and does not make sense out of context. For best practice, hyperlinks should be descriptive, link to nouns that are specific in context, and try to be placed towards the end of a sentence.

Pages with repetitive groups of links such as banners and templates need a way for a user to skip past them directly to the main content of the page. Consider a keyboard-only user’s visit to a website that uses a top navigation bar on all of its pages. Each time the user navigates to a new page within the site, they must tab through all of these navigation links and other ancillary content before getting to the main content area of the page.

Tables should be used to present data in tabular form. Accessible tables should include proper HTML markup.

Social Media

Social Media facilitates the creation or sharing of information, ideas, career interests and other forms of expression via virtual communities and networks. Social Media is a useful tool for both instruction and promotion. It is changing how people interact with one another, gather information, and changing how business and governments share information and deliver services.

Social Media platforms such as Facebook, Twitter, Instagram, LinkedIN and YouTube are not accessible on their own and may never be. Anyone using a screen reader often has difficulty navigating social media due to lack of headers, no keyboard shortcuts, no alternate text for images, poor colour contrast, and videos with no closed captioning.

Before using social media as a marketing tool, consider that some people with disabilities will not be able to effectively use it. We will strive to ensure that our social media platforms are more accessible through the use of image descriptions and the accessibility features built into to each app.

Requesting Accessible/Alternative Formats

Future changes in technology and the communication needs of person with disabilities may result in changes to these procedures.

Persons requesting information in alternative formats should make the request to their manager. The manager of the area will send a request to Samantha Rayburn, HR Advisor and Accessibility Manager,samanthar@priceindustries.com for follow-up.

Price respects the rights of all persons to access information and will respond to requests for alternative formats promptly. Converting information and communications for individuals with disabilities will be given a high priority. The timeframe for alternative format conversions will vary depending on the format chosen, the size and complexity of the document, the quality of source documents, and the number of documents to be converted.

Those responsible for providing documents in alternative formats will keep the individual informed of the progress of their request.

Price will absorb all reasonable costs associated with converting and distributing our materials to alternative formats for individuals with disabilities. Individuals with disabilities will not be charged a greater cost for alternative formats that the cost charged to others for information or communication in ordinary formats.

If it has been determined that the information or communication cannot be converted into an alternative format or provided through communication supports the reasons for this will be explained to the person who is making the request. They will be provided with a summary of the information and/or communication being requested. The format of the summary will be determined in consultation with the individual and provided in a method that considers their disability.

Contractors, Suppliers or others who provide and control information or communications indirectly, will be responsible for the costs and distribution of their information and communication materials in alternative formats for persons with disabilities. Information and communications provided by Contractors, Suppliers or others may include, but are not limited to, information and communications pertaining to their products, services or other information.

Feedback

Any feedback you receive with respect to accessibility issues within the Communication and Information Standard should be submitted in writing to your Manager and your Manager will forward to Samantha Rayburn, HR Advisor and Accessibility Manager as soon as possible. As much detail as possible should be included: date, time location, name and contact information of anyone concerned (if possible), and a detailed description of the situation, the comments received and any action taken.

If a customer indicates that they would like to provide feedback or comments, please provide them with a copy of our "Feedback Form" located on our ISO (Form-HR-5262), and an opportunity to fill it out. Once completed, please forward to Samantha Rayburn, HR Advisor and Accessibility Manager at samanthar@priceindustries.com. In addition, you may also direct the customer to the Company website which has a feedback functionality.

Human Resources will keep a written record of any actions taken in response to feedback. Such records shall be made available upon request.

Training

Ongoing training will be provided as our practices or policies evolve over time.

The Human Resources Department will keep a documentary record of our training policy, a summary of the content of training which is provided, and a record of when training is provided.

Public Events

Any public events which we organize or take part in should be accessible to people disabled by barriers. This means that notice of the event should be available in alternate formats and should indicate that relevant supports may be requested (sign language interpreter, ramp, etc.).

Preventing the Creation of New Barriers

We will review any changes to documentation, communications, website or other means of interacting to ensure that new barriers are not inadvertently created. Employees should advise their Managers in writing of any potential barriers of which they are aware, or become aware at any time during their employment.

Availability of this Policy

Human Resources will make and maintain written copies of all measures, policies and practices established or implemented with respect to accessibility. This documentation must be made available upon request. Human Resources will ensure that the fact that this documentation is available upon request.

Privacy

The privacy of persons with disabilities will be respected. Personal information including information pertaining to the nature of the individual’s disability will be kept confidential. Departments outside of Human Resources will be informed on a need-to-know basis only.

Related documents