Statement of Commitment
Décathlon Canada inc (the “Company”) is committed to meeting the accessibility needs of people with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005. In that regard, the Company has established this accessibility policy and a multi-year accessibility plan to meet its obligations under Regulation 191/11, “Integrated Accessibility Standards” (“Regulation”) under the Accessibility for Ontarians with Disabilities Act, 2005.
The Company’s vision for accessibility is that people with disabilities, visible or invisible, are given the same opportunity as others to obtain and benefit from services offered by the Company. The Company’s goal is to make reasonable efforts to provide services in such a way that the key principles of independence, dignity, integration and equality of opportunity for persons with disabilities are respected.
This policy applies to all employees, volunteers and agents of the Company who interact with the Company’s current and prospective employees, volunteers, agents, customers, clients, suppliers, and any other users of the Company’s services. This policy is available to the public and will be provided in an accessible format upon request.
Multi-Year Accessibility Plan obligations
The Company’s Multi-Year Accessibility Plan outlines the Company’s strategies for preventing and removing barriers and meeting its requirements under the Regulation. The Company will post the plan on its website and will provide it in an accessible format upon request. The plan will be reviewed and updated at least once every five years.
The Company will ensure that training is provided as required by the Regulation to all employees, and volunteers, all persons who provide goods, services or facilities on the Company’s behalf, and all persons who participate in developing the Company’s policies, on the requirements of the accessibility standards referred to in the Regulation and on the Human Rights Code as it pertains to persons with disabilities. Training will be provided as soon as practicable. If any changes are made to this policy or the requirements, training will be provided to include those changes. The Company shall maintain a record of the dates when training was provided and the number of individuals to whom it was provided. The Company shall ensure that others that provide goods, services or facilities on behalf of the organization have had training.
Information and Communications Standards
The Company will ensure that its processes for receiving and responding to feedback are accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communication supports upon request. The Company will notify the public about the availability of accessible formats and communication supports.
Accessible Formats and Communication Supports
The Company will, upon request, provide or arrange for accessible formats and communication supports for persons with disabilities in accordance with the Regulation as follows:
i. In a timely manner that takes into account the person’s accessibility needs due to a disability;
ii. At a cost that is no more than the regular cost charged to other persons;
iii. In consultation with the person making the request to determine suitability of an accessible format or communication support.
The Company will notify the public about the availability of accessible formats and communication supports.
Unconvertible Information or Communications
If the Company determines that information or communications are unconvertible, the Company will provide the person requesting the information or communication with,
(a) an explanation as to why the information or communications are unconvertible; and
(b) a summary of the unconvertible information or communications.
Information or communications are unconvertible if,
(a) it is not technically feasible to convert the information or communications; or
(b) the technology to convert the information or communications is not readily available.
If the Company prepares emergency procedures, plans or public safety information and makes the information available to the public, the Company shall provide the information in an accessible format or with appropriate communication supports, as soon as practicable, upon request.
Where practicable and where the Company controls the websites and web content directly or through a contractual relationship, the Company will make any new internet website, and web content on those sites conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 initially at Level A and increasing to Level AA. By January 1, 2021 all internet website and web content backdated to 2012 will conform with WCAG 2.0 Level AA.
The Company will comply with the requirements of the Employment Standards in the Regulation. The Employment Standards apply in respect of employees, and not volunteers or other non-paid individuals.
The Company will notify employees and the public about the availability of accommodations for applicants and employees in its recruitment processes.
During the recruitment process, when job applicants are individually selected to participate in an assessment or selection process they will be notified that accommodations are available upon request. If a selected applicant requests accommodation, the Company will consult with the applicant and provide or arrange for a suitable accommodation, taking into account the individual’s needs.
The Company will notify successful applicants of its policies for accommodating employees with disabilities, when making offers of employment to a successful applicant.
The Company shall inform its employees of its policies used to support employees with disabilities, including but not limited to, policies on the provision of job accommodations that take into account an employee’s accessibility needs due to a disability. Such information will be provided as follows:
i. To new employees as soon as practicable after they begin their employment;
ii. To existing employees whenever there is a change to existing policies on the provision of job accommodations that take into account an employee’s accessibility needs due to a disability.
Accessible Formats and Communication Supports
Upon request by an employee with a disability, the Company will consult with the employee to provide or arrange for the provision of accessible formats and communication supports for:
i. Information that is needed in order to perform the employee’s job; and
ii. Information that is generally available to employees in the workplace.
The Company will consult with the employee making the request in determining the suitability of an accessible format or communication support.
Individual Accommodation Plans (IAP)
The Company has developed a written process for developing a documented individual accommodation plan for employees with a disability. The process includes the following elements:
1. The manner in which an employee requesting accommodation can participate in the development of the individual accommodation plan.
2. The means by which the employee is assessed on an individual basis.
3. The manner in which the employer can request an evaluation by an outside medical or other expert, at the employer’s expense, to assist the employer in determining if accommodation can be achieved and, if so, how accommodation can be achieved.
4. The manner in which the employee can request the participation of a representative from their bargaining agent, where the employee is represented by a bargaining agent, or other representative from the workplace, where the employee is not represented by a bargaining agent, in the development of the accommodation plan.
5. The steps taken to protect the privacy of the employee’s personal information.
6. The frequency with which the individual accommodation plan will be reviewed and updated and the manner in which it will be done.
7. If an individual accommodation plan is denied, the manner in which the reasons for the denial will be provided to the employee.
8. The means of providing the individual accommodation plan in a format that takes into account the employee’s accessibility needs due to disability.
If requested, individual accommodation plans will include any information regarding accessible formats and communication supports provided, and if required, will include individualized workplace emergency response information. They will also identify any other accommodation to be provided.
Return to Work
The Company has in place a return to work process for employees who have been absent from work due to a disability and require disability-related accommodation in order to return to work. The process is documented and outlines the steps that the Company will take to facilitate the return to work. Individual accommodation plans will be used in the return to work process as appropriate.
Performance Management, Career Development and Advancement
Performance management processes related to assessing and improving employee performance, productivity and effectiveness will take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans.
The Company will take into account the accessibility needs of its employees with disabilities as well as any individual accommodation plans when providing career development and advancement to its employees.
Career development and advancement includes providing additional responsibilities within an employee’s current position, the movement of an employee from one job to another which may provide greater responsibility, compensation and/or place the employee at a higher level in the organization, or any combination of these.
If the Company has the need to reassign employees to other departments or jobs within the organization as a result of job elimination, the Company will take into account the accessibility needs of employees with disabilities as well as individual accommodation plans.
Workplace Emergency Response Information
The Company shall provide individualized workplace emergency response information to employees who have a disability.
If the disability is such that the individualized information is necessary and the employer is aware of the need for accommodation due to the employee’s disability. If the employee who receives individual workplace emergency response information requires assistance and with the employee’s consent, the Company shall provide the workplace emergency information to the person designated by the Company to provide assistance to the employee.
This will be done as soon as practicable after becoming aware of the need for accommodation due to the employee’s disability.
The Company will review the individualized workplace emergency response information when the employee moves to a different location in the organization, when overall accommodations needs or plans are reviewed and when the Company reviews its general emergency response policies.
Design of Public Spaces
The Company will meet the Accessibility Standards for the Design of Public Spaces when building or redeveloping public spaces. Public spaces include, but are not limited to, outdoor public eating areas, outdoor paths of travel, accessible off street parking and service-related elements such as counters and waiting areas.
If the Company has accessible elements in public spaces, it will develop procedures for preventative and emergency maintenance of those accessible elements, as required by the Regulation. The Company will also develop procedures for dealing with temporary disruptions of accessible elements as required by the Regulation, should the Company ever have accessible elements in the future.
If anyone has questions about the Company’s accessibility policy and/or multi-year accessibility plan, or requires this information in an accessible format, please contact the legal department (Shy Shalev).
Accessibility standards for customer service
Décathlon Canada inc (the “Company”) is committed to the principles and goals of the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and the Customer Service Standards set out in the Integrated Accessibility Standards Regulation (“Customer Service Standards”).
The purpose of this Policy is to outline the practices and procedures approved by the Company in order to meet its obligations under the AODA and specifically, the Customer Service Standards.
Guiding Principles and Scope of Policy
The Company is committed to excellence in serving all customers, including persons with disabilities, and will use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles:
a) The Company’s goods, services and facilities are provided in a manner that respects the dignity and independence of persons with disabilities;
b) The provision of the Company’s goods, services and facilities to persons with disabilities and others are integrated to the extent possible, unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the services;
c) Persons with disabilities are given an opportunity equal to that given to others to obtain, use or benefit from the Company’s services; and
d) The Company communicates with persons with disabilities in a manner that takes into account their disabilities.
To ensure the best possible customer service, the Company encourages open two-way communication and expects persons with disabilities to communicate their need for accommodation or assistance if it is not readily apparent how that need can be met.
This Policy applies to all employees, volunteers, every person who participates in developing the Company’s policies, practices and procedures governing the provision of goods, services or facilities to the public, and every other person who deals with members of the public or other third parties on behalf of the Company.
Communication, Support Persons, Service Animals and Assistive Devices
The Company is committed to communicating with persons with disabilities in ways that take into account the person’s disability. The Company will work with persons with disabilities to provide alternative communication formats that will meet their needs as promptly as feasible, to provide information to customers in an alternative format that will meet their needs in a timely fashion, and, if telephone or other used forms or communication are not suitable for a customer’s needs, to provide alternative forms of communication, to the extent required by law.
People with disabilities may use their own personal assistive devices, service animals (as defined by the Customer Service Standards) or be accompanied by support persons (as defined by the Customer Service Standards) while obtaining any service provided by the Company. Service animals are permitted on the parts of our premises that are open to the public, unless excluded by law.
The Company may require a person with a disability to be accompanied by a support person, but only if, after consulting with the person with a disability and considering the available evidence, the Company determines that the support person is necessary to protect the health and safety of the person with the disability or of others on the premises, and there is no other reasonable way to protect the health or safety of the person with the disability or others on the premises.
The Company will ensure that the following persons receive training about the provision of goods, services and facilities to persons with disabilities: all of the Company’s employees and volunteers, every other person who deals with members of the public or other third parties on behalf of the Company, and every person who participates in developing the Company’s policies, practices, and procedures governing the provision of goods, services or facilities to members of the public or other third parties.
This training will be provided to each person as soon as practicable and on an ongoing basis in connection with changes to the policies, practices and procedures governing the provision of the Company’s goods, services and facilities to persons with disabilities.
The training will include instruction on:
● The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standards;
● How to interact and communicate with people with various types of disabilities;
● How to interact with persons with disabilities who use an assistive device or the assistance of a guide dog or other service animal or the assistance of a support person;
● How to use any equipment or devices that may be available on the Company’s premises or that may otherwise be provided by the Company that may help with the provision of the Company’s services to a person with a disability;
● What to do if a person with a particular type of disability is having difficulty accessing the Company’s services; and
● The Company’s current policies, practices and procedures relating to the Customer Service Standards and providing goods, services or facilities to persons with disabilities.
The Company will keep records of the training provided, including dates on which training is provided and the number of individuals in attendance.
Notice of Temporary Disruptions
The Company will provide public notice in the event of a planned or unexpected disruption to services for or facilities used by persons with disabilities. Such notices will include information about the reason for the disruption, how long the disruption is expected to last, and a description of any alternative services or facilities, if available.
Such notice will be placed on our website
Comments on our services, including regarding how well we are meeting our customers’ expectations are welcomed and appreciated. Feedback will be used to improve customer service.
Feedback regarding the way the Company provides goods, services and facilities to persons with disabilities and feedback about the feedback process itself can be made through the website at firstname.lastname@example.org, by phone 1(844) 533-3322, or by mail at the following address: 2151 Boulevard Lapinière, Brossard, J4W 2T5
Feedback and complaints received will be directed to and reviewed by the customer service department. Where possible, concerns and complaints will be addressed immediately. However, some concerns or complaints may require more time and consideration. Customers can generally expect to hear back from the Company within 2 weeks, either with details on the resolution of the concern or complaint or, in more complex cases, on the steps being taken by the Company to address the concern or complaint. To the extent required in order to address a concern or complaint, the Company may request additional information from the person who provided the feedback.
The Company will provide or arrange for accessible formats or communication support to ensure the feedback process is accessible to persons with disabilities, upon request.
Availability of Documents
This Policy incorporates all of the document requirements under the Customer Service Standards, and is available upon request. When a request is made for this Policy or any of the information contained in this policy by a person with a disability, the Company will provide the document or the information contained in the document in a format that takes into account the person’s disability.