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Accessible Customer Service Policy

Policy Statement

SSH Bedding Canada Co. (“Company”, “we” or “our”) strives to provide its goods and services in a way that respects the principles of independence and dignity of all persons and encourages integration and equality of opportunity for all. We are committed to preventing, identifying, and removing barriers that impede the ability of persons with disabilities to access our goods and services. We are committed to excellence in serving all customers, including people with disabilities.

Background

The Accessibility for Ontarians with Disabilities Act, 2005 was created with the goal of developing and enforcing standards to improve accessibility for people with disabilities across Ontario. This Accessible Customer Service Policy (the “Policy”) has been established in order to meet the requirements of the Accessibility for Ontarians with Disabilities Act and its regulation, (collectively, the “AODA”).

Definitions

The terms used herein have the following definitions, in accordance with the AODA and/or the Ontario Human Rights Code.

Assistive Devices means devices that include technical aids, communication devices, medical aids and other supports that are used by persons with disabilities to enable them to carry out the activities of daily living.

Barrier is anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an architectural barrier, information or communications barriers, an attitudinal barrier, a technological barrier, a policy or practice.

Disability is

  • Any degree of physical disability, infirmity, 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 co-ordination, 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,
  • A condition of mental impairment or a developmental disability,
  • A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
  • A mental disorder, or
  • An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Service Animal refers to an animal used by a person with a disability for reasons relating to his or her disability where it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or where the person provides a letter from a regulated health professional confirming that he or she requires the animal for reasons relating to his or disability.

Support Person is a person who accompanies a person with a disability in order to help with communication, mobility, personal care or medical needs or with access to goods or services.

Communication

We will communicate with persons with disabilities in ways that take into account their disability and respects their dignity.

We will work with the person with a disability to determine what method of communication works for them.

Assistive Devices

Persons with disabilities may use their assistive devices as required in accessing our goods, services or facilities.

In cases where the assistive device may pose a significant health or safety concern or may not be permitted for other reasons, we will use other measures to ensure the person with a disability can access our goods, services and facilities.

We will train our staff so they are familiar with various assistive devices we have on site or that may be used by customers with disabilities while accessing our goods, services or facilities.

Support Persons

Any person with a disability who is accompanied by a support person will be allowed to enter the Company's premises with their 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.

We may deem it necessary for a person with a disability to be accompanied by a support person while on the Company's premise in situations where it is necessary to protect the health and safety of the person with a disability or the health and safety of others on the premises. This will occur only after we have:

  • consult with the person with a disability to understand their needs;
  • considered health or safety reasons based on available evidence; and
  • determined there is no other reasonable way to protect the health or safety of the person or others on the premises.

Service Animals

Service animals are allowed on the parts of our premises that are open to the public.
Service animals must be supervised by their owners and kept in control at all times when used to access the Company’s goods, services or facilities.

In the event a service animal is excluded from our premises by law, we will ensure that other measures are made available to enable the person with a disability to access our goods and services.

Service Disruptions

In the event of a planned or unexpected temporary disruption to services, the Company will take reasonable steps to notify persons with disabilities who might be affected by the disruption and will issue a public notice where appropriate. In particular, we will identify the reason for the disruption, its anticipated length, and information about alternative services. Such notice will be clearly posted at the site and/or the visitor will be contacted directly by the Company representative with whom they are meeting.

Notice of Availability of Documents

All documents that detail the Company's accessibility policies and procedures will be made available upon request.

We will provide this document in an accessible format or with communication support, on request, in a timely manner and at no additional cost. We will consult with the person making the request to determine the suitability of the format or communication support.

Training For Staff

We will provide accessible customer service training to:

  • all employees and volunteers
  • anyone involved in developing our policies
  • anyone who provides goods, services or facilities to customers on our behalf.
The training will include the following:
  • An overview of the AODA and the requirements therein
  • 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 a support person;
  • How to use the assistive devices available on the premises that may assist with the provision of goods or services to persons with disabilities;
  • What to do if a person with a disability is having difficulty in accessing the Company's services; and
  • The Company's policies, practices and procedures relating to the Accessibility Standards for Customer Service.

Training will also take place on an ongoing basis, including when changes are made to the Company's policies, practices and procedures.

Feedback Process

We welcome feedback on how we provide accessible customer service. Individuals are encouraged to provide their feedback directly to the Human Resources Department who will be responsible for investigating the matter and determining the actions to be taken.

Feedback may be provided via email at corporatehr@sertasimmons.com or by mail to: Human Resources Department, SSH Bedding Canada Co., Unit #1, 2550 Meadowvale Blvd., Mississauga, ON L5N 8C2.

In all cases, every effort will be made to respond to the feedback in a timely and effective manner.

We will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

Integrated Accessibility Standards Policy

Commitment

SSH Bedding Canada Co. (“Company”, “we” or “our”) 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 and are committed to meeting the needs of people with disabilities in a timely manner. We will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005 and its associated regulation (collectively, the “AODA”).

The Company has developed this Integrated Accessibility Standards Policy plan which outlines the actions we will put in place to prevent and remove barriers to accessibility for people with disabilities.

Multi-Year Accessibility Plan

We have developed and will make available upon request, this policy and a multi-year accessibility plan which outlines the actions we will put in place to prevent and remove barriers from accessibility. This plan will be reviewed and updated at least once every five years. Upon request, we will endeavour to provide a copy of the plan in an alternative accessible format.

Information and Communications Standards

We are committed to providing accessible customer service to people with disabilities. This means that we will provide goods and services to people with disabilities with the same high quality and timeliness as others.

Feedback. We will assess its existing feedback processes to ensure they are accessible to people with disabilities. We will continue to ensure that our 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 Support. Upon request, we will provide, or arrange for the provision of, accessible formats and communication supports for persons with disabilities in a timely manner, taking into account the person's accessibility needs due to disability. We will work with the requestor to determine the suitability of an accessible format or communication support.

Accessible Websites and Web Content.We will ensure that our websites, including web content, conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 -Level A, except where this is impracticable. We are working towards compliance with Level AA by January 1, 2021.

Emergency Procedures/Plan or Public Safety Information. We have emergency response procedures, plans and public safety information that we may make available to the public. Upon request, we will provide or arrange for accessible formats and communication supports for persons with disabilities in a timely manner that takes into account each person's accessibility needs due to disability and (if applicable) at a cost that is no more than the regular cost charged to other persons. We will consult with the person making the request when determining the suitability of an accessible format or communication support.

Employment Standards

Recruitment, assessment and selection. We will notify our employees and the public about the availability of accommodation for applicants with disabilities in our recruitment process. When they are individually selected to participate further in an assessment or selection process, we will notify job applicants that accommodations are available upon request in relation to the materials or processes to be used. If a selected applicant requests an accommodation, the Company 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. When making offers of employment, the Company will notify the successful applicant of its policies for accommodating employees with disabilities.

Accessible formats and communication supports for employees. We will continue to inform our employees of our 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 is practicable after commencing his/her employment.

Upon request by an employee with a disability, we 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, the Company will consult with the employee making the request.

Workplace emergency response information. We 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 we are aware of the need for accommodation due to the employee's disability. We will provide this information as soon as practicable after becoming aware of the need for accommodation. Where the employee requires assistance, we will, with the consent of the employee, provide the workplace emergency response information to the person designated by the Company to provide assistance to the employee. The Company 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, and when the Company reviews its general emergency response policies.

Documented Individual accommodation plans. We have 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 beprovided.

Return to Work Process. We maintain 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 the Company 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.

Performance Management, Career Development and Advancement, and Redeployment. We 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.

Training, Employees And Volunteers

The Company will provide training to

  • all its employees and volunteers;
  • all persons who participate in developing the Company's policies; and
  • all other persons who provide goods, services or facilities on behalf of SSH Bedding Canada Co. on the requirements of Ontario's accessibility laws and the Ontario Human Rights Code as it applies to people with disabilities.

The training will be appropriate to the duties of the employees, volunteers and other persons. Training will be also provided when any changes are made to the Company's accessibility policies.

In addition, our accessibility policies and multi-year plan will be reviewed during the training sessions.

Training records will be kept as a record of who has been trained and when they were trained.

For more information on this policy or the multi-year accessibility plan, please contact Human Resources via email corporatehr@sertasimmons.com, or by mail to: Human Resources Department, SSH Bedding Canada Co., Unit #1, 2550 Meadowvale Blvd., Mississauga, ON L5N 8C2.

Accessible forms of this document and the accessibility plan are available upon request.