STATEMENT OF COMMITMENT
Greenhawk Inc. is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence.
We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws.
Communication
When communicating with a person who has a disability, we will communicate in a manner that takes into account the person's disability. We will train employees who communicate with customers on how to interact and communicate with people with various types of disabilities.
Telephone Services
We are committed to providing fully accessible telephone services to our customers. We will train employees to communicate with customers over the telephone in clear and plain language.
Assistive Devices
We are committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our goods and services.
Service Animals
We welcome persons with disabilities who are accompanied by service animals. Service animals are allowed on the parts of our premises that are open to the public.
If a service animal is legally excluded from some parts of the premises, we will provide alternative measures to enable the person to obtain, use or benefit from our services.
Support Persons
Any person with a disability who is accompanied by a support person will be allowed to enter our premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
Notice of Temporary Disruption in Service
We will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by persons with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
This notice will be placed at all public entrances and at the point of disruption. This notice will be provided in accessible formats as required.
Training
We will provide training to all employees. Training must be completed during the employee orientation process.
Training will include:
- A review of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard.
- 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.
- What to do if a person with a disability is having difficulty in accessing our goods and services.
Feedback Process
Greenhawk Inc.’s goal 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 Greenhawk Inc. provides goods and services to people with disabilities can be made by sending an e-mail, or by speaking directly with a manager on duty. All feedback will be directed to the store manager. We will make all reasonable efforts to address concerns or complaints promptly.
Availability of Accessible Customer Service Documents
We shall, upon request, give a copy of this policy to any person. Requests for accessible customer service documents should be made to the store manager or supervisor on duty. If a person with a disability requests a copy of this policy, we will provide the policy, or the information contained within the policy, in a format which takes into account the person's disability.
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 change will be made to this policy before considering the impact on people with disabilities.
Any policy of Greenhawk Inc. that does not respect the dignity and independence of people with disabilities will be modified or removed.
Questions About This Policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, please speak to the store manager or supervisor on duty who will escalate your question or concern accordingly.
MULTI-YEAR ACCESSIBILITY PLAN
Training
Greenhawk Inc. 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.
Commitment:
We are committed to implementing a process to ensure that all employees, who provide goods and/or services on behalf of Greenhawk Inc. are provided with appropriate training on the Ontario Human Rights Code as it pertains to persons with disabilities and are provided with such training as soon as practicable.
Planned Action:
The training we provide to our employees under the Accessibility Standard for Customer Service act will be provided in a way that best suits the individual's actual duties.
We have completed the required training of existing employees by January 1, 2015. In order to meet this obligation, we:
- Developed appropriate training content.
- Delivered training throughout 2014.
We have committed to including the required training in the orientation process for all new employees effective Jan 1, 2015. To meet this obligation, we:
- Will include accessibility training documentation in our new-hire orientation package.
- Ensure appropriate hiring managers are aware of this requirement.
- Take steps to ensure that accessibility training has been completed by new hires and that such record of training is documented.
- Ensure that training is provided on any changes to the prescribed policies on an ongoing basis.
Self-Service Kiosks
Commitment:
We are 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.
Actions Taken:
Should we design, procure or acquire any self-service kiosks on or after January 1, 2015, we will have regard to the accessibility for persons with disabilities. We will ensure that any employees involved in the procurement or acquisition are apprised of the need to consider accessibility features in choosing the appropriate self-service kiosk.
Information and Communication Standards
Commitment:
We are committed to making company information and communications accessible to persons with disabilities. We will look to incorporate new methods and approaches to ensure our information and communication systems and platforms are accessible and are provided in accessible formats that meet the needs of persons with disabilities.
Feedback
We will take the following steps to make sure existing feedback processes are accessible to people with disabilities upon request by January 1, 2015:
We will identify all existing feedback processes and will review those processes for accessibility. Should any barriers to accessibility be identified we will take steps to remove those barriers.
Accessible Formats and Communication Supports
We will endeavor to ensure that our publicly available information is made accessible upon request. Where a request for an accessible format or for communication support is received, we will:
- 1. Consult with the individual making the request to determine their accessibility needs and what would be a suitable format or support.
- 2. Provide the requested information in a timely manner.
- 3. Provide the information at regular cost (if any).
Employment Standards
Commitment:
We are committed to fair and accessible employment practices that attract and retain employees with disabilities. This includes providing accessibility across all stages of the employment cycle.
Actions Taken:
The following measures were implemented effective January 1, 2012:
Workplace Emergency Response Information
In situations where we are aware that an employee has a disability and that there is a need for accommodation, individualized workplace emergency response information are provided to the employee as soon as practicable if such information is necessary given the nature of the employee's disability. These individualized emergency response plans are:
- a. Communicated to the employee's respective manager and Safety personnel, where the employee's consent has been obtained, and on an as needed basis.
- b. Reviewed and assessed on an ongoing basis to ensure that accessibility issues are addressed.
Planned Action:
1. Recruitment General
We will notify employees and the public of the availability of accommodation for applicants with disabilities in the recruitment process.
2. Recruitment, Assessment and Selection
If a selected applicant requests an accommodation, consult with the applicant and arrange for provision of suitable accommodations in a manner that takes into account the applicant's accessibility needs.
3. Accessible Formats and Communication Supports for Employees
Where an employee with a disability so requests, we will provide or arrange for provision of suitable accessible formats and communication supports for:
- Information that is needed to perform the employee's job.
- Information that is generally available to employees in the workplace.
To meet this obligation, we will consult with the requesting employee to determine the suitability of an accessible format or communication support.
4. Documented Individual Accommodation Plans/Return to Work Process
Our existing processes include steps that we will take to accommodate an employee with a disability and to facilitate an employee's return to work after absenteeism due to disability.
5. Performance Management, Career Development and Redeployment
We will take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans:
- When using our performance management process in respect of employees with disabilities;
- When providing career development and advancement to our employees with disabilities;
- When redeploying employees with disabilities.
For more information on this Accessibility Plan, or for a copy of this plan in an accessible format, please contact Greenhawk Inc. by any of the following means:
By telephone: 1-905-238-8507
By email: customerservice@greenhawk.com
By regular mail: Greenhawk Inc.
5665 McLaughlin Road
Mississauga, Ontario
L5R 3K5