STATEMENT OF COMMITMENT:
This policy is intended to meet the requirements of the 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. This accessibility plan outlines the policed and actions that Mac’s Convenience Stores Inc. will put in place to improve opportunities for people with disabilities. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements the Accessibility for Ontarian with Disabilities Act.
The core principles of independence, dignity, integration and equality of opportunity should be respected when dealing with all people.
Independence: Allowing a person with a disability to do things on their own without unnecessary help, or interference from others.
Dignity: Service is provided in a way that allows the person with a disability to maintain self-respect and the respect of other people. People with disabilities are not treated as an afterthought or forced to accept lesser service, quality or convenience.
Integration: Service is provided in a way that allows the person with a disability to benefit from the same services, in the same place, and in the same or similar way as other customers, unless an alternate measure is necessary to enable the person to access goods or services.
Equal Opportunity: People with disabilities have an opportunity equal to that given to others to access your goods or services.
ACCESSIBLE EMERGENCY INFORMATION:
Mac’s Convenience Stores Inc. is committed to providing customers with publicly available emergency information in an accessible way upon request. We will also provide employees with disabilities with individualized emergency response information when necessary through an Emergency Preparedness Plan.
This procedure applies to all operations of Mac’s Convenience Stores, Inc., Central Division.
a) This policy applies to corporate employees, independent store operators and their employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of Mac’s, including when the provision of goods or services occurs off the premises of Mac’s such as in: deliveries, catering events.
b) 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 of Mac’s.
Mac’s – Mac’s Convenience Stores Inc.
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 guests 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.
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.
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.
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
- the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
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.
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.
In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:
A. The Provision of Goods and Services to Persons with Disabilities
B. The Use of Assistive Devices
C. The Use of Guide Dogs, Service Animals and Service Dogs
D. The Use of Support Persons
E. Notice of Service Disruptions
F. Customer Feedback
H. Information and Communications
I. Notice of Availability and Format of Required Documents
A. The Provision of Goods and Services to Persons with Disabilities
Mac’s 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 customers disability.
B. Assistive Devices
Customers own assistive device(s):
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Mac’s.
In cases where the assistive device presents a safety concern or where accessibility might be an issue other measures will be used to ensure the access of goods and services.
C. Guide Dogs, Service Animals and Service Dogs
A customer with a disability that is accompanied by a guide dog or service dog will be allowed access to premises that are open to the public.
The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, normally does not allow animals in places where food is manufactured, prepared, processed, handled, served, displayed, stored, sold or offered for sale. It does allow guide dogs and service dogs to go into places where food is served, sold or offered for sale. However, other types of service animals are not included in this exception.
Dog Owners’ Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relating to banned breeds (such as pit bulls) and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails.
Care and Control of the Animal:
The customer that is accompanied by a guide dog, service dog or service animal is responsible for maintaining care and control of the animal at all times.
D. Support Persons
If a customer with a disability is accompanied by a support person, Mac’s will ensure that both persons are allowed to enter the premises together and that the guest is not prevented from having access to the support person.
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.
There is no fee for entrance into our business for anyone.
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 Mac’s. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use Mac’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
- When disruptions occur, Mac’s will provide notice by:
- posting notices in conspicuous places including at the point of disruption, at the main entrance and at the nearest accessible entrance to the service disruption.
F. Feedback Process
Mac’s shall provide guests with the opportunity to provide feedback on the service provided to customers with disabilities. Customers and/or guests can call 1-800-424-2403 or email email@example.com.
Customers that provide formal feedback will receive acknowledgement of their feedback, along with information about any resulting actions that were taken based on the concerns or complaints that were submitted.
Training will be provided to:
a) all employees, independent operators and their employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of Mac’s; and,
b) those who are involved in the development and approval of customer service policies, practices and procedures.
Mac’s Convenience Stores Inc. will take the following steps to ensure employees are provided with the training needed to meet Ontario’s accessible laws by January 1, 2015.
- Provide updated training materials in an accessible format that takes into account the accessibility needs due to a disability of the person with a disability to who the material is to be provided by.
- Annual recertification of this training material will be communicated and tracked.
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 payment 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 our services.
- Mac’s policies, procedures and practices pertaining to providing accessible customer service to guests with disabilities.
Training will be provided to new employees, independent operators and their employees, volunteers, agents and/or contractor who deal with the public or act on our behalf during orientation and/or via Mac’s University. Revised training will be provided in the event of changes to legislation, procedures and/or practices.
Record of Training:
Mac’s will keep a record of training/meeting that includes the dates training was provided and the number of employees who attended the training.
H. Information and Communications
We are committed to meeting the communications needs of people with disabilities. We will consult with people with disabilities to determine their information and communication needs.
We have taken the appropriate steps to make our website and content on the site conform with WCAG 2. Level A by January 1, 2015.
I. Notice of Availability and Format of Documents
If you have any questions or concerns about this policy or its related procedures please contact:
Customer and Government Compliance Department
305 Milner Avenue
This policy and its related procedures will be reviewed as required in the event of legislative changes. In addition, we plan to review and update our plan every five years.
This policy is posted on Mac’s intranet site “e-mac’s”. Any management or supervisory employees with employees who do not have e-macs access are responsible for distributing a hard copy accordingly. The policy will also be posted on our public website www.macs.ca. It will also be made available in an accessible format upon request.