Accessibility for Ontarians with Disabilities Act
Customer Service Policy

Integrated Accessibility Standards - Multi-Year Plan (PDF)

Our commitment
In fulfilling our mission, Hauser Industries and Hauser Company Stores are committed to providing its goods and services in a way that respects the dignity and independence of persons with disabilities. We are also committed to giving persons with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

Providing goods and services to persons with disabilities Hauser is committed to excellence in serving all customers including persons with disabilities and we will carry out our functions and responsibilities in the following areas:

Communication
We will communicate with persons with disabilities in ways that take into account their 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 service to our customers. We will train employees 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, relay service or in person if telephone communication is not suitable to their communication needs or is not available.

Assistive devices We are committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our employees are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Billing We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: hard copy, large print or email.

We will answer any questions customers may have about the content of the invoice in person, by telephone or e-mail.

Use of service animals and support persons
We are committed to welcoming persons 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 employees, volunteers and others dealing with the public are properly trained in how to interact with persons with disabilities who are accompanied by a service animal.

We are committed to welcoming persons with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Hauser's 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
Hauser 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, the anticipated duration, 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
Hauser 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 and approvals of customer service policies, practices and procedures. This training will be provided within the first week of employment.

Training will include the following:
The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standardHow to interact and communicate with people with various types of disabilitiesHow to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or a support personWhat to do if a person with a disability is having difficulty in accessing Hauser's goods and servicesHauser's policies, practices and procedures relating to the customer service standard.

Applicable employees will be trained on policies, practices and procedures that affect the way goods and services are provided to persons with disabilities. Employees will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Feedback process
The ultimate goal of Hauser 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 Hauser provides goods and services to persons with disabilities can be made by e-mail, verbally or formal feedback process. All feedback will be directed to the Operations Manager. Customers can expect to hear back within 5 business days.

Modifications to this or other policies
We are committed to developing customer service policies that respect and promote the dignity and independence of persons with disabilities. Therefore, no changes will be made to this policy before considering the impact on persons with disabilities.

Any policy of Hauser that does not respect and promote the dignity and independence of persons 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, an explanation will be provided by:

Don Pickett
Operations Manager
330 Weber Street North
Waterloo, Ontario
N2J 3H6
519-747-1138, ext. 225
donp@hauser.ca

Integrated Accessibility Standards

Preamble
The following policy has been established by Hauser Industries and Hauser Company Stores to govern the provision of services with Regulation 191/11, "Integrated Accessibility Standards" ("Regulation") under the Accessibility for Ontarians with Disabilities Act, 2005.

These standards are developed to break down barriers and increase accessibility for persons with disabilities in the areas of information and communications and employment.

Hauser is governed by this policy as well as the Accessibility Standards for Customer Service Policy and the Accessibility for Ontarians with Disabilities Act, 2005 in meeting the accessibility needs of persons with disabilities.

Commitment
Hauser is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of persons with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

This policy will be implemented in accordance with the time frames established by the Regulation.

Accessibility Plan
Hauser will develop, maintain and document an Accessibility Plan outlining the company's strategy to prevent and remove barriers from its workplace and to improve opportunities for persons with disabilities.

The Accessibility Plan will be reviewed and updated at least once every five years, and will be posted on the company's website. Upon request, Hauser will provide a copy of the Accessibility Plan in an accessible format. (link to plan) (Appendix 1)

Procuring or Acquiring Goods, Services or Facilities
Hauser will have consideration for accessibility when designing, procuring or acquiring goods, services or facilities to better serve persons with disabilities.

Training Employees and Volunteers
Hauser will ensure that training is provided on the requirements of the accessibility standards referred to in the Regulation and continue to provide training on the Human Rights Code as it pertains to persons with disabilities, to:

• all its employees and volunteers;
• all persons who participate in developing Hauser's policies; and,
• all other persons who provide goods, services or facilities on behalf of the company

The training will be appropriate to the duties of the employees, volunteers and other persons.

Employees will be trained when changes are made to the accessibility policy. New employees will be trained within the first week of employment. Hauser will keep a record of the training it provides.

Information and Communications Standards

Feedback
Hauser will continue to ensure that its process for receiving and responding to feedback is accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communications supports, upon request.

Accessible Formats and Communication Supports
Upon request, Hauser will provide, or will arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner that takes into account the person's accessibility needs due to disability.

Hauser will consult with the person making the request in determining the suitability of an accessible format or communication support.

Hauser will also notify the public about the availability of accessible formats and communication supports.

Hauser will ensure that our Internet websites, including web content, conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA except where this is impracticable.

Employment Standards

Recruitment
Hauser will notify its employees and the public about the availability of accommodation for applicants with disabilities in its recruitment process.

Recruitment, Assessment or Selection Process
Hauser will notify job applicants, when they are individually selected to participate further in an assessment or selection process that accommodations are available upon request in relation to the materials or processes to be used.
If a selected applicant requests an accommodation, Hauser will consult with the applicant and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant's accessibility needs due to disability.

Notice to Successful Applicants
When making offers of employment, Hauser will notify the successful applicant of its policies for accommodating employees with disabilities.

Hauser will continue to inform its employees of its policies (and any updates to those policies) used to support employees with disabilities, including policies on the provision of job accommodations that take into account an employee's accessibility needs due to disability. This information will be provided to new employees as soon as practicable after commencing employment.

Accessible Formats and Communication Supports for Employees
Upon the request of an employee with a disability, Hauser will consult with the employee to provide, or arrange for the provision of, accessible formats and communication supports for information that is needed to perform his/her job, and information that is generally available to other employees.

In determining the suitability of an accessible format or communication support, Hauser will consult with the employee making the request.

Workplace Emergency Response Information
Hauser will provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary, and if Hauser is aware of the need for accommodation due to the employee's disability. Hauser will provide this information as soon as practicable after becoming aware of the need for accommodation.

Where the employee requires assistance, Hauser will, with the consent of the employee, provide the workplace emergency response information to the person designated by Hauser to provide assistance to the employee.  Hauser will review the individualized workplace emergency response information when the employee moves to a different location in the organization, when the employee's overall accommodations needs or plans are reviewed. (Appendix 2 & 3)

Documented Individual Accommodation Plans
Hauser will maintain a written process for the development of documented individual accommodation plans for employees with disabilities.

If requested, information regarding accessible formats and communications supports provided will also be included in individual accommodation plans.

In addition, the plans will include individualized workplace emergency response information (where required), and will identify any other accommodation that is to be provided. (Appendix 4, 5 & 6)

Return to Work Process
Hauser maintains a documented return to work process for its employees who have been absent from work due to a disability and who require disability-related accommodations in order to return to work.

The return to work process outlines the steps Hauser will take to facilitate the return to work and will include documented individual accommodation plans as part of the process.

This return to work process will not replace or override any other return to work process created by or under any other statute (ie. the Workplace Safety Insurance Act, 1997). (Appendix 7 & 8)

Performance Management, Career Development and Advancement & Redeployment
Hauser will take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when conducting performance management, providing career development and advancement to employees, or when redeploying employees.

Questions about this policy:
Don Pickett
Operations Manager
330 Weber Street North
Waterloo, Ontario
N2J 3H6
519-747-1138, ext. 225
donp@hauser.ca