Accessible Customer Service Policy

This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.

Masco Canada is committed to providing its goods and services in a way that respects the dignity and independence of people with disabilities.

 

Scope

  1. This policy applies to the provision of goods and services at premises owned and operated by Masco Canada.
  2. This policy applies to employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of Masco Canada, including when the provision of goods and services occurs off the premises of Masco Canada, such as in: technical support services, call centers, vendors, drivers, and third party marketing agencies.
  3. The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of goods and services that take place at premises owned and operated by Masco Canada.
  4. This policy shall also apply to all persons who participate in the development of the Masco Canada’s policies, practices and procedures governing the provision of goods and services to members of the public or third parties.

 

Policy Definitions

Assistive Device – is 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.

Disability – the term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to: 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 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.

Guide Dog – is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and increased independence for people who are blind.

Service Animal – as reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if:

  • it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
  • if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Service Dog – as reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other than a guide dog for the blind is a service dog if:

  • it is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability;
  • or the person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.

Support Person – as reflected in Ontario Regulation 429/07, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.

 

General Principles

In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:

  1. The Provision of Goods and Services to Persons with Disabilities;
  2. The Use of Assistive Devices
  3. The Use of Guide Dogs, Service Animals and Service Dogs
  4. The Use of Support Persons
  5. Notice of Service Disruptions
  6. Customer Feedback
  7. Training
  8. Notice of Availability and Format of Required Documents

A. The Provision of Goods and Services to Persons with Disabilities

Masco Canada will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

  • ensuring that all customers receive the same value and quality;
  • allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
  • using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
  • taking into account individual needs when providing goods and services; and
  • communicating in a manner that takes into account the customer’s disability.

B. Assistive Devices

Customer’s own assistive device(s):

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Masco Canada.

In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services. For example, open flames and oxygen tanks cannot be near one another. Therefore, the accommodation of a customer with an oxygen tank may involve ensuring the customer is in a location that would be considered safe for both the customer and business. Or, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the customer.

C. Guide Dogs, Service Animals and Service Dogs

A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law.

Food Service Areas:

A customer with a disability that is accompanied by guide dog or service dog will be allowed access to food service areas that are open to the public unless otherwise excluded by law.

Other types of service animals are not permitted into food service areas due to the Health Protection and Promotion Act, Ontario Regulation 562 Section 60.

Recognizing a Guide Dog, Service Dog and/or Service Animal:

If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, Masco Canada may request verification from the customer.

Verification may include:

  • a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
  • a valid identification card signed by the Attorney General of Canada; or,
  • a certificate of training from a recognized guide dog or service animal training school.

Care and Control of the Animal:

The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.

Allergies:

If a health and safety concern presents itself for example in the form of a severe allergy to the animal, Masco Canada will make all reasonable efforts to meet the needs of all individuals.

D. Support Persons

If a customer with a disability is accompanied by a support person, Masco Canada will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.

There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations Masco Canada will make every reasonable attempt to resolve the issue. In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.

E. Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Masco Canada. In the event of any temporary disruptions to facilities or services that customer’s with disabilities rely on to access or use Masco Canada’s goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

Notifications will Include:

In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:

  • goods or services that are disrupted or unavailable
  • reason for the disruption
  • anticipated duration
  • a description of alternative services or options

Notifications Options:

When disruptions occur Masco Canada will provide notice by:

  • posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption.
  • contacting customers with appointments;
  • verbally notifying customers when they are making a reservation or appointment; or
  • by any other method that may be reasonable under the circumstances.

F. Feedback Process

Masco Canada shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and notice of the process will be made available by way of this web site. Click here to access our Feedback form, or visit our Contact Us page for alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, or email).

Submitting Feedback:

Customers can submit feedback by:

Mail/In Person:
Human Resources Dept.
Masco Canada Limited
350 South Edgeware Road
St. Thomas, ON. N5P 4L1
Phone:
519-633-5050Email:
AODA@mascocanada.com

Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

G. Training

Training will be provided to:

  1. all employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of (Business Name); for example: salespersons, drivers, vendors, event operators, call centers and third party marketing agents; and,
  2. those who are involved in the development and approval of customer service policies, practices and procedures.

Training Provisions:

As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:

  • A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
  • A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
  • Instructions on how to interact and communicate with people with various types of disabilities.
  • Instructions on how to interact with people with disabilities who:
    • use assistive devices;
    • require the assistance of a guide dog, service dog or other service animal; or
    • require the use of a support person (including the handling of admission fees).
  • Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
  • Instructions on what to do if a person with a disability is having difficulty accessing your services.
  • Masco Canada’s policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.

Training Schedule:

Masco Canada will provide training as soon as practicable. Training will be provided to new employees, volunteers, agents and/or contractor who deal with the public or act on our behalf during orientation. Revised training will be provided in the event of changes to legislation, procedures and/or practices.

Record of Training:

Masco Canada will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

H. Notice of Availability and Format of Documents

Masco Canada shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer’s disability. Notification will be given by posting the information in a conspicuous place owned and operated by Masco Canada’s website and/or any other reasonable method.

Administration

This policy and its related procedures will be reviewed as required in the event of legislative changes.

Referenced Documents:

  • Accessibility for Ontarians with Disabilities Act, 2005
  • Accessibility Standards for Customer Service, Ontario Regulation 429/07
  • Blind Person’s Rights Act, 1990
  • Dog Owners’ Liability Act, Ontario
  • Food Safety and Quality Act 2001, Ontario Regulation 31/05
  • Health Protection and Promotion Act, Ontario Regulation 562
  • Ontario Human Rights Code, 1990

 

Statement of Commitment to Accessibility

November 4, 2014

Masco Canada Limited is committed to providing a barrier-free environment for our customers, employees, job applicants, suppliers, visitors, and other stakeholders who enter our premises, or access our information. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act (2005), Customer Service Standard, and the Integrated Accessibility Standards Regulation.

Approximately 1.8 million Ontarians lives with a disability, and as the population grows older, this number will also increase. Our organization has made a commitment to accessibility for everyone who uses our services. Masco Canada has an important responsibility for ensuring a safe, dignified, and welcoming environment for everyone. We are committed to ensuring our organization’s compliance with accessibility legislation by incorporating policies, procedures, equipment requirements, training for employees, and best practices. We will review these policies and practices on a regular basis. Our commitment to making our organization accessible to everyone includes the integration of accessibility legislation with our policies, procedures, programs, and training.

Providing accessible and barrier-free environments for everyone is a shared effort. As a community, all businesses and services must work together to make accessibility happen.

More detailed information on our accessibility policy is available on our website.

 

Feedback Form

Please click on the form below to open the form.  Once you are complete you may print and send via mail or email it to:

Customer Feedback Form

Human Resources Dept.
Masco Canada Limited
350 South Edgeware Road
St. Thomas, ON. N5P 4L1
Email:
AODA@mascocanada.com

Thank you!

 

Multi-year Accessibility Plan

In accordance with the Integrated Accessiblity Standards Regulations under the AODA, Masco Canada Limited will:

Review and update this plan annually until January 1, 2017 and at least once every five years thereafter.

Post this plan on the Masco Canada Limited website (www.mascocanada.com).

Provide this plan in an accessible format, upon request.

Report as required on its public website on the progress of implementation.

COMMITMENT PLANNED ACTION COMPLIANCE DEADLINE
TRAINING Ensure all employees receive training on the Human Rights Code as it pertains to person with disabilities and the Integrated Standards. Launch training on-line training program and incorporate on-going training into new employee orientation program. Keep record of training including dates and individuals who have received training. By January 1, 2015 and ongoing.

Responsibility: Human Resources Dept.

Status: Complete

FEEDBACK PROCESS Ensure feedback processes can be administered in accessible formats with communication supports upon request. Develop feedback mechanism. Specific AODA inbox available on Masco website as well as Feedback form. By January 1, 2015.

Responsibility: Masco IS, Marketing

Status: Complete

WEBSITE Optimize existing internet website and web content to conform with WCAG 2.0 Level AA. Revise website content on www.mascocanada.com By January 1, 2021.

Responsibility: Marketing

RECRUITMENT Fair and accessible employment practices that attract and retain employees with disabilities. Review and, as necessary, modify existing recruitment procedures and practices specifying that accommodation is available for applicants with disabilities on the Masco Canada website and on job postings. To be completed by January 1, 2016.

Responsibility: Human Resources

WORKPLACE EMERGENCY RESPONSE PLANNING Development of individualized workplace emergency response information for employees with disabilities. Individualized emergency response information procedures have been developed for employees with disabilities. Information forms have been provided and communicated to employees’ respective managers and Safetly personnel on an ‘as needed’ basis. Emergency response Coordinators are trained to manage and assist disabled employees in their area of responsibility. To be completed by January 1, 2015.

Status: Complete

Responsibility: Human Resources, Health & Safety

INDIVIDUAL ACCOMMODATION PLANS / RETURN TO WORK PROCESS Ensure accommodation plans/return to work process policies are followed, documented, and in compliance with IASR. Provide the accommodation plan in a format that takes into account the persons accessibility needs. To be completed by January 1, 2016.

Responsibility: Human Resources, Health & Safety

PERFORMANCE MANAGEMENT, CAREER DEVELOPMENT Take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans when using Masco Canada Limited performance management process, and when providing career development and advancement to its employees with disabilities. Modify existing policies, procedures and practices to ensure compliance with IASR, including notification of the ability to provide accommodations on internal job postings. To be completed by January 1, 2016.

Responsibility: Human Resources

 

AODA – Integrated Accessibility Standards Regulation (IASR) Employment Policy

Intent

This policy is intended to meet the requirements of the Integrated Accessibility Standards,  Ontario Regulation 191/11 for the Employment Standard set forth under the Accessibility for Ontarians with Disabilities Act, 2005. This policy applies to the provision of accessible employment services for persons with disabilities.

All employment services provided by Masco Canada Limited shall follow the principles of dignity, independence, integration and equal opportunity.

Definitions

Accessible Formats – Include but are not limited to large print, recorded audio and electronic formats, braille and other formats usable by persons with disabilities.

Communication Supports – Include but are not limited to captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communications.

Performance Management – Activities related to assessing and improving employee performance, productivity and effectiveness with the goal of facilitating employee success.

Redeployment – The reassignment of employees to other departments or jobs within the organization as an alternative to layoff, when a particular job or department has been eliminated by the organization.

General Principles

In accordance with the Integrated Accessibility Standards, Ontario Regulation 191/11, this policy addresses the following:

  1. General Requirements
  2. Recruitment, Assessment and Selection
  3. Accessible Formats and Communication Supports for Employees
  4. Workplace Emergency Response Information
  5. Documented Individual Accommodation Plans
  6. Performance Management and Career Development and Advancement
  7. Return to Work
  8. Redeployment
  9. Review

 

A. General Requirements

Establishment of Accessibility Policies and Plans

Masco Canada Limited will develop, implement and maintain policies governing how it will achieve accessibility through these requirements.

Masco Canada Limited will include a statement of its commitment to meeting the accessibility needs of persons with disabilities in a timely manner in its policies. These documents will be made publicly available in an accessible format, upon request.

Masco Canada Limited will establish, implement, maintain and document a multi-year accessibility plan outlining its strategy to prevent and remove barriers and meet its requirements under the IASR. Accessibility plans will be made available in an accessible format, upon request, and will be posted on our website.

Masco Canada will review and update its accessibility plan once every five (5) years and will establish, review and update our accessibility plans in consultation with persons with disabilities or an advisory committee. Annual status reports will be prepared that will report on the progress of the steps taken to implement our accessibility plan. This status report will be made available upon request.

Training Requirements

Masco Canada will provide training for its employees regarding the IASR and the Ontario Human Rights Code as they pertain to individuals with disabilities. Training will also be provided to individuals who are responsible for developing Masco Canada’s policies, and all other persons who provide goods, services or facilities on behalf of Masco Canada.

Training will be provided as soon as is reasonably practicable, but no later than January 1, 2015. Training will be provided on an ongoing basis to new employees and as changes to Masco Canada’s accessibility policies occur.

Records

Masco Canada will maintain records on the training provided, when it was provided, and the number of employees that were trained.

 

B. Recruitment, Assessment and Selection

Masco Canada will notify employees and the public about the availability of accommodation for job applicants who have disabilities. Applicants will be informed that these accommodations are available, upon request, for the interview process and for other candidate selection methods. Where an accommodation is requested, Masco Canada will consult with the applicant and provide or arrange for suitable accommodation.

Successful applicants will be made aware of Masco’s policies and supports for accommodating people with disabilities.

 

C. Accessible Formats and Communication Supports for Employees

Masco will ensure that employees are aware of our policies for employees with disabilities and any changes to these policies as they occur.

If an employee with a disability requests it, Masco will provide or arrange for the provision of accessible formats and communication supports for the following:

  • Information needed in order to perform his/her job; and
  • Information that is generally available to all employees in the workplace.

Masco will consult with the employee making the request to determine the best way to provide the accessible format or communication support.

 

D. Workplace Emergency Response Information

Where required, Masco will create individual workplace emergency response information for employees with disabilities. This information will take into account the unique challenges created by the individual’s disability and the physical nature of the workplace, and will be created in consultation with the employee.

This information will be reviewed when:

  • The employee moves to a different physical location in the organization;
  • The employee’s overall accommodation needs or plans are reviewed; and/or
  • Masco reviews general emergency response policies.

 

E. Documented Individual Accommodation Plans

Masco will also develop and have in place documented, individual accommodation plans for employees with disabilities. The process for the development of these accommodation plans should include specific elements, including:

 

F. Performance Management and Career Development and Advancement

Masco will consider the accessibility needs of employees with disabilities when implementing performance management processes, or when offering career development or advancement opportunities.

Individual accommodation plans will be consulted, as required.

 

G. Return to Work

Masco will develop and implement return to work processes for employees who are absent from work due to a disability and require disability-related accommodation(s) in order to return to work.

The return to work process will outline the steps Masco will take to facilitate the employee’s return to work and shall use documented individual accommodation plans (as described in section 28 of the regulation).

 

H. Redeployment

The accessibility needs of employees with disabilities will be taken into account in the event of redeployment.

Individual accommodation plans will be consulted, as required.

 

I. Review

This policy will be reviewed regularly to ensure that it is reflective of Masco’s current practices as well as legislative requirements.