Disability related
policies & practices (AODA)
TABLE OF CONTENTS
Executive Summary ------------------------------------------------------------------------------1
Accessibility Standard for Customer Service -------------------------------------------1
Communication ________________________________________________2
Assistive devices _______________________________________________2
Service animals ________________________________________________2
Support persons ________________________________________________2
Notice of temporary disruption _____________________________________2
Feedback process ______________________________________________3
Training ______________________________________________________3
Notice of availability _____________________________________________4
Modifications to this or other policies ________________________________4
Online reporting ________________________________________________4
Integrated Accessibility Standards Regulation (IASR) -------------------------------5
NowPac Commitment____________________________________________5
General Requirements. __________________________________________5
Employment Standard ___________________________________________8
Information and Communication Standard ____________________________8
Employment Standard (2016) _____________________________________9
Information and Communication Standard (2016) _____________________11
Disability related
policies & practices
Executive Summary
This document summarizes NowPac’s policies and practices regarding persons with
disabilities and is structured to follow the requirements of the Accessibility for Ontarians
with Disabilities Act (AODA).
NowPac’s policies and practices have been developed to be consistent with the
principles of:
Dignity
Independence
Integration1, and
Equal opportunity
NowPac Commitment
NowPac is committed to excellence in serving all customers and staff including those
with disabilities. It is NowPac’s goal to meet or exceed the requirements of the
Government of Ontario’s AODA Customer Service Standard and the Integrated
Accessibility Standards Regulation and NowPac commits to meeting the accessibility
needs of people with disabilities in a timely manner.
At this time (May 7, 2015) NowPac has successfully addressed all relevant
requirements of the AODA including those due January 2016.
This plan is available upon request, and in an accessible format if required. This plan
will be reviewed and updated, if required, on an annual basis.
Any questions or comments should be addressed to one of the following:
email:
accessibility@nowpac.com
phone:
416 321 5799 ext. 314
mail:
Director of Operations
780 Tapscott Road, Unit #5
Scarborough, ON, M1X 1A3
1
except when alternate measures are necessary to meet the needs of a person with disabilities
Last update: May 7, 2015
Customer Service Standard
Accessibility Standard for Customer Service
NowPac is committed to excellence in serving all customers including people with
disabilities. This section summarizes NowPac’s policies and practices regarding the
provision of goods and services to people with disabilities. While NowPac does not
provide goods or services directly to the public it does do so on a business to business
basis and it is NowPac’s goal to meet or exceed the requirements of the AODA
Accessibility Standard for Customer Service.
This plan is available to customers upon request, and in an accessible format if
required.
NowPac staff have reviewed the AODA website and used the online wizard to determine
requirements. Our Customer Service Standard obligations as determined by the AODA
wizard are outlined below:
As per the Customer Service requirements, NowPac’s plan addresses the following
requirements obtained from the MCSS website:
Last update: May 25, 2015
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Customer Service Standard
Communication
Policy: NowPac staff will communicate with people with disabilities in ways that take into
account their disability.
Practice: Current communication methods include voice, email, mail and web site
access. Alternatives to each communication method will be made available upon
request and staff will be trained regarding these alternatives and the use of plain
language.
Assistive devices
Policy: Assistive devices are allowed on NowPac premises. NowPac will ensure that
staff are trained and familiar with the various assistive devices that may be used by
customers with disabilities while accessing our goods or services. This training is part of
the Customer Service training provided to all staff at NowPac.
Practice: All NowPac staff are provided class room based Customer Service Training.
During the course of this training they are made familiar with various types of assistive
devices customers may use and how best to interact with those customers and their
devices.
Service animals
Policy: Service animals are allowed on NowPac premises, where allowed by law.
Practice: Service animals are allowed on our premises except for the plant and
warehouse areas. This limitation is the result of Ontario Food Premises Regulation 562; Sec. 59e.
Support persons
Policy: A person with a disability who is accompanied by a support person is allowed to
have that person accompany them on our premises.
Practice: NowPac does not charge for access. A support person will be provided the
same privileges as any other customer visiting our premises.
Notice of temporary disruption
Policy: In the event of a planned or unexpected disruption to services or facilities for
customers with disabilities NowPac will notify customers promptly. This clearly posted
notice will include information about the reason for the disruption, its anticipated
duration, and a description of alternative facilities or services, if available.
Last update: May 25, 2015
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Customer Service Standard
Practice: The notice will be placed on the NowPac website, on bulletin boards in the
plant, kitchen and office areas, and at both the front door to the office space and the
loading dock reception area.
Feedback process
Policy: Customers who wish to provide feedback on the way NowPac provides goods
and services to people with disabilities can notify NowPac’s designated contact person
either verbally, by email, by mail or via NowPac’s web site on the “AODA” page.
Practice: All feedback, including complaints, will be directed to NowPac’s designated
contact person for review and response. Should a response be requested in an
accessible format NowPac will contact the customer to determine an appropriate
response format. Customers can expect to hear back within ten business days.
email:
accessibility@nowpac.com
phone:
416 321 5799 ext. 314
mail:
Director of Operations
780 Tapscott Road, Unit #5
Scarborough, ON, M1X 1A3
Training
Policy: NowPac will provide training to employees and others who deal with the public
or other third parties on our behalf. Training will also be provided to people involved in
the development of policies, plans, practices and procedures related to the provision of
our goods and services.
Practice: Individuals in the following positions will be trained:
1. office staff
2. plant/production staff
3. warehouse staff
4. owners/management
This training will be provided to all applicable NowPac staff and owners/management
and to new staff as part of their NowPac orientation. Staff and owners/management will
be trained when changes are made to NowPac’s accessible customer service plan.
Records will be kept outlining who received training and when it was done.
Training will include:
1. An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the
requirements of the customer service standard
2. NowPac’s plan related to the customer service standard.
3. How to interact and communicate with people with various types of disabilities
Last update: May 25, 2015
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Customer Service Standard
4. How to interact with people with disabilities who use an assistive device or require
the assistance of a service animal or a support person
5. What to do if a person with a disability is having difficulty in accessing NowPac’s
goods and services
As of May 7, 2015 all NowPac staff, owners and management had been trained.
Notice of availability
Policy: NowPac’s Customer Service plan is available upon request, in an accessible
format if required.
Practice: NowPac will notify the public that our policies are available upon request by
posting a notice to this effect on the company website and in the reception area at the
Tapscott Rd. location and at the Kenway Dr. location.
Modifications to this or other policies
Policy: Any policy of NowPac that does not respect and promote the dignity and
independence of people with disabilities will be modified or removed. NowPac’s policy is
to meet or exceed AODA based requirements.
Online reporting
NowPac has successfully completed the required online reporting to the Government of
Ontario regarding its Customer Service Plan.
Last update: May 25, 2015
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Integrated Accessibility
Standards Regulation Plan
Integrated Accessibility Standards Regulation (IASR)
This section summarizes NowPac’s policies and practices regarding achieving
accessibility by meeting the requirements of the AODA’s IASR.
NowPac Commitment
NowPac is committed to excellence in serving all customers and staff including those
with disabilities. It is NowPac’s goal to meet or exceed the requirements of the
Government of Ontario’s AODA Integrated Accessibility Standards Regulation.
NowPac commits to meeting the accessibility needs of people with disabilities in a
timely manner.
General Requirements.
1. Accessibility Policies
1.1.Determine requirements
NowPac staff have reviewed the AODA website and used the online wizard to determine
requirements. Our immediate obligations as determined by the AODA wizard are
provided below:
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Integrated Accessibility
Standards Regulation Plan
Our subsequent obligations, effective January 1, 2016 are provided below:
Based upon these results we have committed to meeting, and have met, all
requirements up to and including those due by January 1, 20162.
1.2.Develop policies
NowPac commitment - as provided above
NowPac policies
This document describes the IASR policies developed by NowPac; Customer Service
policies are provided earlier in this document. These policies meet the IASR
requirements and will be reviewed and updated, if required, on an annual basis.
1.3.Make available
This document is available on our website and on bulletin boards at our locations. Upon
request, this document will be made available in an accessible format.
1.4.Follow up
NowPac’s Customer Service Plan and IASR based policies will be reviewed and
updated, if required, on an annual basis.
2. Multi-year accessibility plans
2.1.Assess NowPac
We have reviewed current business practices at NowPac with respect to possible
barriers to persons with disabilities. We believe that by meeting the accessibility
requirements of the IASR we will have removed those barriers we are aware of, save for
those facing persons with a mobility impairment. NowPac is not legally obligated to
2
NowPac’s new website is going live June 1, 2015 and the draft site has passed the WCAG AA standard
Last updated May 25, 2015
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Integrated Accessibility
Standards Regulation Plan
transform its locations but is aware of this issue and is committed to implementing a
solution.
2.2.Develop our plan
NowPac has meet the IASR obligations: the requirements were determined, a time line
developed to meet these requirements and staff allocated to work on this matter. As of
May 7, 2015 all IASR requirements applicable to NowPac have been met.
2.3.Follow up
NowPac’s Customer Service Plan and IASR based policies will be reviewed and
updated, if required, on an annual basis.
2.4.Make available
Policy: The NowPac AODA plan (the Customer Service and IASR plan) is publicly
available.
Practice: This document is available on our website and on bulletin boards at our
locations. Upon request, this document will be provided in an accessible format.
3. Self Service kiosks
Policy: NowPac does not use, nor does it plan to use self service kiosks.
Practice: No action is required.
4. Training
Policy: NowPac will provide training to employees and others who deal with the public
or other third parties on our behalf. Training will also be provided to people involved in
the development of policies, plans, practices and procedures related to the provision of
our goods and services.
Practice: Individuals in the following positions will be trained:
1. office staff
2. plant/production staff
3. warehouse staff
4. owners/management
This training will be provided to all applicable NowPac staff and owners/management
and to new staff as part of their NowPac orientation. Staff and owners/management will
be trained whenever changes are made to NowPac’s IASR based policies and/or
practices. Records will be kept outlining who received training and when they did so.
Last updated May 25, 2015
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Integrated Accessibility
Standards Regulation Plan
Employment Standard
Workplace Emergency Response Information
This section summarizes NowPac’s policy regarding the provision of a workplace
emergency response to customers with disabilities AND individualized emergency
response plans for employees with disabilities. NowPac is constantly reviewing and
updating its emergency procedures and staff will be advised of updates as they occur.
The plan is available to customers upon request, and in an accessible format if required.
Customer Emergency Plan
• For visitors who may be at our premises when an emergency occurs, the NowPac
employee who is hosting the visitor with a disability will be responsible for their
safety. NowPac staff will be trained in the required emergency procedures.
• For persons with vision impairment, hearing impairment and mobility impairment,
the responsible NowPac employee will lead the person with a disability to a
designated safe location as per the NowPac SOP PRE-004-6 and GEN-007-1.
Individualized Emergency Response Plan for employees
• When NowPac is aware of an employee with a disability who might need help in
an emergency an individualized emergency response plan will be created for that
employee taking into account the employees disability and their input to the plan.
• With the employee’s consent, this plan will be shared with a person(s) designated
to help them in an emergency.
• For employees with vision impairment, hearing impairment or mobility impairment,
the designated NowPac employee will assist the person with a disability to reach
a designated safe location as per the NowPac SOP PRE-004-6 and GEN-007-1
• A copy of the individualized emergency response plan will be provided to the
employee, in an accessible format if required.
Information and Communication Standard
1. Feedback
Policy: Employees and/or customers providing feedback will be provided accessible
formats or communication supports if required and requested.
Practice: Feedback processes will be available in accessible formats. Communication
supports will be provided upon request. Feedback is currently possible via:
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Integrated Accessibility
Standards Regulation Plan
email:
accessibility@nowpac.com
phone:
416 321 5799 ext. 314
mail:
Director of Operations
780 Tapscott Road, Unit #5
Scarborough, ON, M1X 1A3
2. Accessible Formats and Communication Supports
Policy: NowPac’s communications shall, upon request, be provided in an accessible
manner, at no incremental cost.
Practice: NowPac will, upon request, consult with the requesting person to ensure that
communications are provided in an accessible format, including the provision of
communication supports if required.
3. Accessible websites and web content
Policy: NowPac’s website will meet the current requirements of the AODA.
Practice: NowPac’s website and web content now meets W3C WCAG2.0 AA
requirements. NowPac will test its web site and content after any significant content
change to ensure the W3C guidelines are met. The test will be done using the W3C
Validator. Once passed, a W3C badge will be placed on the site to confirm compliance.
Employment Standard (2016)
1. Recruitment
Policy: NowPac will notify both internal and external job applicants that, upon request
and when needed, accommodations for disabilities will be provided to support their
participation throughout the entire recruitment process.
Practice:
A. NowPac will notify job applicants that accommodations are available upon
request. This notification will be included as part of the job posting.
B. When an applicant is selected to participate in a second recruitment stage, i.e.
an interview, and the applicant has requested an accommodation, NowPac will
consult with the applicant and arrange an appropriate accommodation.
C. Upon making an offer of employment NowPac will notify the applicant of
NowPac’s policies for accommodating employees with disabilities.
2. Information for employees
Policy: NowPac will notify all employees of policies supporting employees with
disabilities.
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Integrated Accessibility
Standards Regulation Plan
Practice: NowPac will make available to all employees its disability related policies. This
information will be provided to new employees as part of their orientation. Any changes
to existing policies will be communicated to all employees.
3. Processes to accommodate employees
Policy: NowPac will work with any employee with a disability to develop an individual
accommodation plan.
Practice; NowPac will work with any employee with a disability to assess their
accommodation needs, develop an accommodation plan and document the plan in an
accessible format. To the greatest degree possible, this will be done while protecting the
privacy of the employee.
4. Return to work
Policy: NowPac will accommodate employees who are returning to work after being
absent due to a disability and need a related accommodation to return to work.
Practice: Upon an employee returning to work after being absent due to a disability and
needing a related accommodation to return to work, NowPac will work with that
employee to determine what form of accommodation is required and create an
accommodation plan accordingly.
5. Performance Management
Policy: All NowPac employees will be treated equally regarding Performance
Management.
Practice: Individual accommodation plans will be taken into account when evaluating an
employee’s performance. Performance Management documents and feedback will be
provided in an accessible manner as per the individual’s accommodation plan.
6. Career Development
Policy: All NowPac employees will be treated equally regarding Career Development
opportunities, subject to Performance Management evaluations.
Practice: Employees with disabilities will have an individual Accommodation Plan
developed for them. One of the goals of this plan is to help that employee succeed at
NowPac.
7. Redeployment
Policy: All NowPac employees will be treated equally regarding any job changes
including redeployment.
Practice: In the event of a job change for an employee with disabilities that employee’s
accommodation plan will be reviewed, with the employee, to ensure that it still meets
the employee’s requirements going forward.
Last updated May 25, 2015
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Integrated Accessibility
Standards Regulation Plan
Information and Communication Standard (2016)
1. Accessible formats and communication supports
Policy: Upon request NowPac will provide an employee with a disability information
needed to perform the employees job and information generally available to other
NowPac employees in an accessible format, with communication supports, as required,
based upon consultation with that employee.
Practice: When an employee requests that information be provided in an accessible
format and/or with communication supports, NowPac will meet with that employee to
determine the most appropriate accommodation, and will then provide the subject
information accordingly.
Last updated May 25, 2015
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