Statement of Commitment

Albourne Partners (Canada) Limited (“APCA”) is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence.

We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws.

Introduction

APCA strives to meet the needs of its employees, clients and stakeholders with disabilities and is working to remove and prevent barriers to accessibility.

APCA is committed to fulfilling our requirements under the Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”). This accessibility plan outlines the steps APCA is taking to meet those requirements and to improve opportunities for people with disabilities.
 

Our plan shows how we will play our role in making Ontario an accessible province for all Ontarians.
This plan will be reviewed and updated every five years. This plan was last reviewed on June 23, 2021.

Customer Service Standard

APCA is committed to providing accessible customer service to people with disabilities. This means that we will provide services to people with disabilities with the same high quality and in a timely manner.

Actions Taken

The following actions have been taken by APCA:

• Development of the Accessible Customer Service Policy, which is available on the company intranet and on the Albourne Partners website.
• Clients, visitors, and stakeholders who are accompanied by a registered service animal or support person are accommodated and permitted to access areas of our premises open to the public. If clients, vendors, visitors and stakeholders are accompanied by a support person, the support person will be accommodated.
• People with disabilities using assistive devices may use their assistive devices when accessing our services and facilities. Employees are trained and familiar with various assistive devices we have on site or that we provide that may be used by people with disabilities while accessing our services or facilities.
• In the event of a planned or unexpected disruption to services or facilities for clients with self-disclosed disabilities, APCA will notify clients promptly. This clearly posted notice will include information about the reason for disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be made publicly available by such method as is reasonable in the circumstances.
• APCA welcomes and provides a mechanism to provide feedback on how we can provide accessible customer service. APCA ensures the feedback process is accessible to persons with disabilities by providing or arranging for accessible formats and communication supports on request and strives to respond to feedback within 10 days of receipt.

Information and Communication

APCA is committed to making information and feedback processes accessible to people with disabilities. We communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports. APCA will consult with the person making the request in determining the suitability of an accessible format or communication support.

APCA meets the internationally recognized Web Content Accessibility Guidelines (“WCAG”) 2.00 Level AA website requirements in accordance with Ontario’s accessibility laws.

Actions Taken

• APCA will provide information and communication materials in accessible formats or with communication supports upon request in a timely manner. This includes publicly available information about our goods, services and facilities as well as publicly available emergency information.
• All new web content on the Albourne Partners website conforms with WCAG 2.0, Level AA.
• The Information and Communication Standards Policy is publicly available to customers and members of the public.
• Feedback can be provided to and APCA endeavours to provide response within 10 days.

Planned Actions

• Albourne will continue to ensure that all new web content conforms to, or exceeds WCAG 2.0, Level AA standard.

Employment

APCA is committed to fair and accessible employment practices.

Actions Taken

• APCA informs staff and the public about the availability of accommodations for applicants with disabilities in our recruitment process at all stages of the recruitment process.
• If an employee or new hire with a disability makes a request for accommodation, we will consult with the individual and determine the provision or arrangement of suitable accommodation in a manner that takes into account the individual’s accessibility needs due to disability and APCA’s ability to implement the requested accommodation.
• APCA has established an accommodation policy and process for employees who identify the need for accommodation due to disability, and other protected grounds under the Ontario Human Rights Code.
• APCA will provide individualized workplace emergency response information to employees with disabilities who identify the need for accommodation.
• Where an employee requires assistance, APCA will, with the employee’s consent provide the workplace emergency response information to the person(s) designated by APCA to provide assistance to the employee.
• APCA will review the individualized workplace emergency response information when the employee moves to a different location in the organization, when the employee’s overall accommodation needs or plans are reviewed, and when APCA reviews its general emergency response practices.

Training

APCA is committed to providing training in the requirements of Ontario’s accessibility laws and the Ontario Human Rights Code as it applies to people with disabilities.

Actions Taken

• APCA provides training on Accessible Customer Service Standards, Accessible Information and Communication Standards and Accessible Employment standards, and on the Ontario Human Rights Code within 30 days of hire for all employees.
• APCA maintains training records of all accessibility and human rights training for employees.

Planned Actions

• APCA will provide training on updates to accessible customer service policies and practices to all current and new employees.

Requests for Information and Responding to Feedback

For more information on this accessibility plan, requests for information in accessible formats or communication supports, and feedback regarding accessibility can be made in person, via telephone, or email to:

Standard and accessible formats of this document are free on request from: