Integrated Accessibility Standards Policy
Glass Canada is committed to treating everyone 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 provincial disabilities act.
The following standards are developed to break down barriers and increase accessibility for persons with disabilities in the areas of information and communications, and employment.
Glass Canada 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 three years, and will be posted on the company’s website. Upon request, Glass Canada will provide a copy of the Accessibility Plan in an accessible format.
Information and Communication Standard
- Feedback: Glass Canada will continue to ensure the process for receiving and responding to feedback is accessible to persons with disabilities by providing accessible formats and communications supports, upon request.
- Accessible Formats and Communication Supports: Upon request, Glass Canada 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. Glass Canada will consult with the person making the request in determining the suitability of an accessible format or communication support. Glass Canada will also notify the public about the availability of accessible formats and communication supports.
- Accessible Websites and Web Content: Glass Canada will ensure that our Internet website (created prior to January 1, 2012), including web content, complies with all applicable legislation.
- Recruitment, Assessment or Selection Process: Glass Canada will notify its employees and the public about the availability of accommodation for applicants with disabilities in its recruitment process. Glass Canada 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, Glass Canada will consult with the applicant and provide 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, Glass Canada will notify the successful applicant of its policies for accommodating employees with disabilities.
- Informing Employees of Supports: Glass Canada 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. New employees will be provided with this information during new hire orientation or as soon as practicable after commencing employment.
- Accessible Formats and Communication Supports for Employees: Upon the request of an employee with a disability, Glass Canada will consult with the employee to provide 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, Glass Canada will consult with the employee making the request.
- Workplace Emergency Response Information: Glass Canada 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 Glass Canada is aware of the need for accommodation due to the employee’s disability.
- Glass Canada will provide this information as soon as practicable after becoming aware of the need for accommodation. Where the employee requires assistance, Glass Canada will, with the consent of the employee, provide the workplace emergency response information to the person designated by Glass Canada to provide assistance to the employee. Glass Canada 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.
- Documented Individual Accommodation Plans: Glass Canada 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.
- Return to Work Process: Glass Canada 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. Refer to the Employment Manual, Modified or Graduated Return to Work Plan. The return to work process outlines the steps Glass Canada will take to facilitate the return to work and will include documented individual 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 (i.e., the Workplace Safety Insurance Act, 1997).
- Performance Management, Career Development and Advancement & Redeployment: Glass Canada 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.
Accessibility for Customer Service Policy
Glass Canada is committed to providing exceptional and accessible service to its customers. Persons with disabilities will be given an equal opportunity to obtain, use or benefit from the services ped by the organization. Information, products and services will be provided in a manner that respects the dignity and independence of the individual.
This Accessibility for Customer Service policy is intended for Glass Canada to meet the requirements of Accessibility Standards for Customer Service, under provincial legislation and applies to the provision of goods and services to the public or other third parties.
We endeavor to ensure that the Policy and related practices and procedures are consistent with the following four (4) core principles:
i. Dignity – Persons with a disability must be treated as valued persons as deserving of service as any other person.
ii. Equality of Opportunity – Persons with a disability should be given an opportunity equal to that given to others to obtain, use and benefit from our services.
iii. Integration – Wherever possible, persons with a disability should benefit from our services in the same way as any other customer. In circumstances where integration does not serve the needs of the person with a disability, services will, to the extent possible, be provided in another way that takes into account the person’s individual needs.
iv. Independence – Services must be provided in a way that respects the independence of persons with a disability. To this end, we will always be willing to assist a person with a disability but will not do so without their permission.
Glass Canada is committed to excellence in serving all persons including persons with disabilities and is dedicated to providing accessible services in the following categories to better assist all current and future customers:
i. Communication: We will communicate with persons with disabilities in ways that take into account their disability. Employees will be trained on how to interact and communicate with our diverse community and people with various types of disabilities. Glass Canada is committed to providing fully accessible telephone service to all customers and clients. Employees will receive training on how to communicate with customers over the telephone in simple language and to speak clearly and slowly. Our employees will also be educated on telephone technologies intended for persons with disabilities.
i. Billing: Glass Canada is committed to providing accessible billing invoices for all of our customers. For this reason billing notices or invoices will be provided in alternative formats upon request.
ii. Assistive Devices: Glass Canada is committed to serving persons with diverse disabilities who use assistive devices to obtain, use or benefit from our products and services. Glass Canada will ensure employees are trained on using various assistive devices, for customers with disabilities while accessing our products or services.
Assistive devices can include a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.
If there is a physical, technological or other type of barrier that prevents the use of an assistive device on our premises we will first endeavor to remove that barrier. If we are not able to remove the barrier we will ask the person how he/she can be accommodated and what alternative methods of service would be more accessible to him/her. We will make our best efforts to provide an alternative means of assistance to the person with a disability.
We will ensure that our employees are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our services.
iii. Use of Service Animals and Support Persons: Persons with disabilities may enter Glass Canada premises accompanied by a licensed guide dog or other service animal, and keep the animal with them. Glass Canada will ensure that the person is permitted to enter any facility with the animal unless the animal is otherwise excluded by law. Where a service animal is excluded by law, the organization will ensure that other measures are available to enable the person with a disability to obtain, use and benefit from the organization’s services.
While visiting Glass Canada offices, it is the responsibility of the person with a service animal to control the animal at all times. If a health and safety concern presents itself in the form of a severe allergy to a service animal, Glass Canada will make all reasonable efforts to meet the needs of all individuals.
iv. Support Persons: Persons with disabilities may enter Glass Canada premises accompanied by a Support Person. The organization will ensure that both persons are permitted to enter any Glass Canada facility, and that the person with a disability is not prevented from having access to the support person. Glass Canada may require a person with a disability to be accompanied by a support person when in an organization facility if a support person is necessary to protect the health or safety of the person with a disability or the health or safety of others in the facility.
Notice of Temporary Disruptions: Glass Canada will make reasonable effort to provide customers with notice of temporary disruptions in services used by persons with disabilities.
ii. The notice will include information about the reason for the disruption, its anticipated duration, and a description of any available alternative services if needed.
Notices will be displayed at the main entrance near the office location of the disruption, on the Company website and intranet site, in the mail and may be given by phone calls.
We will not be able to give adequate notice in case of an emergency temporary disruption. To make the information accessible, the signs and printed notices will be of sufficient size, clearly posted and easily readable.
iii. Accessibility Training Policy. Glass Canada will ensure that all persons to whom this policy applies receive training as required by the Accessibility for Customer Service. This includes Glass Canada employees and others who provide services on behalf of Glass Canada will receive training regarding the provision of goods and services to persons with disabilities.
The training will include the following information:
- the purposes of the provincial disabilities act,
- how to interact and communicate with persons with various types of disabilities,
- how to interact with persons with disabilities who use an assistive device, or require the assistance of a service animal or support person,
- how to use equipment made available by the organization to help people with disabilities to access goods and services
- what to do if a person with a disability is having difficulty accessing the organization’s goods and services
Training will be provided to each employee according to their responsibilities and interaction with the public. Training will be provided on an ongoing basis in connection with changes to policies, practices and procedures governing the provision of goods or services to persons with disabilities. A record of the dates on which training is completed will be kept on file.
Availability of Documents
The organization will provide the public notice of the availability of the documents, as required by the provincial Accessibility Standards for Customer Service, upon request. Notice of availability will be provided on the website and through other printed methods.
This policy and its related procedures will be reviewed as required in the event of legislative changes.
Glass Canada welcomes feedback or questions including feedback about delivery of information and services for persons with disabilities. Feedback can be received in a variety of ways; in person, by mail, email firstname.lastname@example.org, by telephone, fax or otherwise. If you have any questions or require personal assistance, please contact the V.P. of Operations ext. 261. All feedback received will be kept confidential. Telephone: (519) 642-4100; Fax (519) 642-2825
Effective Date: April, 2018