Accessible Customer Service Policy

Purpose

Alexanian Flooring Limited is committed to providing accessible customer service to all customers, including people with disabilities. We strive to ensure that all customers are treated with dignity, independence, integration, and equal opportunity when accessing our goods and services.

This policy outlines how Alexanian Flooring Limited complies with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the Integrated Accessibility Standards Regulation (IASR).

Scope

This policy applies to:

• All employees
• Managers and supervisors

All individuals covered by this policy must understand and follow these guidelines when providing goods or services to the public.

Communication with Customers

Employees will communicate with customers with disabilities in ways that consider their disability.

Examples include:

• Speaking clearly and directly to the customer
• Being patient and allowing extra time if needed
• Offering to read written information aloud if necessary
• Providing information in an accessible format when reasonably possible
• Employees should ask customers what method of communication works best for them.

Assistive Devices

Service Counters, Sales Desks, Queuing and Waiting Areas

At each Alexanian Flooring Limited location, at least one service counter is designated as accessible to persons using mobility devices.

Where a sales desk or service counter does not provide knee clearance for a person using a wheelchair or other mobility device, the counter is designed and operated to be accessible by a side approach. Customers using wheelchairs are to be served at the side of the counter rather than at a forward (knee-in) position.

Employees serving customers at sales desks and service counters will:

• Direct customers using a wheelchair or mobility device to the side of the counter where there is no knee clearance, or step out from behind the counter to serve the customer where appropriate
• Keep the side-approach area free of merchandise, fixtures, displays, signage stands, and other obstructions so that mobility devices can pull alongside
• Position payment terminals, signature pads, samples, paperwork and other items within reach of a seated customer when serving from the side

Service Animals

Customers with disabilities may enter Alexanian Flooring Limited premises accompanied by a service animal.

A service animal may be identified by:

• A vest or harness
• Documentation from a regulated health professional
• The customer confirming the animal is required for disability-related reasons

Employees must:

• Allow service animals in areas open to the public
• Avoid distracting, touching, or feeding the service animal

If a service animal cannot enter a specific area due to another law, employees will work with the customer to provide service in another way.

Support Persons

A customer with a disability may be accompanied by a support person.

Employees must:

• Allow the support person to accompany the customer
• Communicate directly with the customer unless otherwise requested

If confidential information must be discussed, employees may request consent before sharing information with the support person.

Temporary Disruptions

If there is a temporary disruption to facilities or services that customers with disabilities rely on, Alexanian Flooring Limited will provide notice.

Examples include disruptions involving:

• Automatic doors
• Accessible washrooms

The notice will include:

• The reason for the disruption
• The expected duration
• Alternative options if available

Notices will be posted in visible areas of the store whenever possible.

The Accessibility Feature Disruption Notice template will be used to communicate disruptions to accessibility features such as accessible parking spaces, ramp access, automatic doors, elevators, accessible washrooms, or accessible service counters. The template is to be completed by the store manager on duty and posted at all affected entrances, on the company website, at each accessible service counter, and alongside any related accessibility signage.

For planned disruptions (e.g., scheduled maintenance), the completed notice will be posted in advance. For unexpected disruptions, the notice will be posted immediately upon discovery and updated as new information becomes available.

A copy of every posted notice will be retained by the store manager and forwarded to Human Resources so that recurring barriers can be identified and addressed.

Feedback Process

Alexanian Flooring Limited welcomes feedback about accessibility and customer service.

Customers may provide feedback through:

• In person
• Telephone
• Email
• Written communication

Customer feedback will be reviewed by management and used to improve accessibility and customer service.

Customers who request a response will receive one in a timely manner.

Accessible Formats and Communication Supports

Upon request, Alexanian Flooring Limited will make reasonable efforts to provide information in accessible formats or communication supports suitable for the customer’s needs.

Employees should notify management if a customer requests accessible information so appropriate arrangements can be made.

Notice of Availability of Accessibility Documents

Alexanian Flooring Limited will notify the public that documents related to accessibility policies are available upon request.

These documents can be provided in accessible formats or with communication supports, upon request, and in a timely manner.

Accessible Employment Practices

Alexanian Flooring Limited is committed to fair and accessible employment practices.

Applicants and employees with disabilities may request accommodations during:

• The recruitment process
• Hiring and onboarding
• Employment and workplace participation

Requests for accommodation will be considered and addressed in accordance with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code.

Employees may contact management or Human Resources to request accommodation.

Accommodations are available throughout the entire recruitment and selection process for applicants with disabilities, including job applications, pre-employment assessments and testing, interviews, and onboarding.

Notice of the availability of accommodations for applicants with disabilities will be included in all job postings and in all communications with candidates throughout the recruitment process. This notice will appear in:

• All external and internal job postings (including website, job boards, and in-store postings)
• Application acknowledgement and screening communications
• Interview invitations and scheduling communications
• Pre-employment testing and assessment notifications
• Offer letters and onboarding communications

Standard wording to be included in postings and candidate communications: “Alexanian Flooring Limited is an equal-opportunity employer. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please contact Human Resources if you require accommodation.”

If a selected applicant requests an accommodation, Alexanian Flooring Limited will consult with the applicant and arrange suitable accommodations in a manner that takes into account the applicant’s accessibility needs due to disability.

When making offers of employment, successful applicants will be informed of Alexanian Flooring Limited’s policies for accommodating employees with disabilities.

Workplace Emergency Response and Evacuation Plans for Employees with Disabilities

Alexanian Flooring Limited maintains specific emergency response and evacuation plans for employees with disabilities. Individualized workplace emergency response information will be provided to any employee whose disability is such that individualized information is necessary and where Alexanian Flooring Limited is aware of the need for accommodation.

Where an employee who receives individualized workplace emergency response information requires assistance during an emergency, and with the employee’s written consent, this information will be shared with the person(s) designated by Alexanian Flooring Limited to provide assistance to that employee.

Each individualized workplace emergency evacuation plan will identify:

• The specific accommodations required to safely evacuate or shelter in place
• The designated assistant(s) and back-up assistant(s) for the employee
• The primary and alternate evacuation routes, refuge / area-of-rescue locations, and any equipment required (e.g., evacuation chair)
• The communication methods to be used during an emergency (e.g., visual or vibrating alarms, two-way radio, text alerts)

Individualized workplace emergency response information will be reviewed:

• When the employee moves to a different location within the organization
• When the employee’s overall accommodation needs or individualized accommodation plan is reviewed
• When Alexanian Flooring Limited reviews its general emergency response policies

General emergency procedures, evacuation plans and public-safety information prepared for the public will be made available in accessible formats and with appropriate communication supports, upon request and as soon as practicable.

Managers are responsible for identifying employees who may require individualized emergency response information, initiating the plan in consultation with the employee and Human Resources, and ensuring designated assistants are trained.

Employee Responsibilities

All employees must:

• Follow this Accessible Customer Service Policy
• Treat all customers with dignity and respect
• Ask customers how they can assist rather than making assumptions
• Notify management if accessibility barriers are identified
• Employees should seek assistance from a supervisor if they are unsure how to accommodate a request.

Policy Availability

This policy is available to customers upon request.

Accessible formats of this policy can also be provided upon request.

Policy Review

This policy will be reviewed periodically and updated as required to ensure compliance with accessibility legislation and best practices.

Accessibility Compliance Report