ACCESSIBLITY STANDARDS FOR CUSTOMER SERVICE

Purpose

The goal of the Accessibility for Ontarians with Disabilities Act, 2005 (the “Act”) is to create a more accessible Ontario, by identifying, and to the extent possible, preventing, and eliminating barriers experienced by persons with a disability.

A standard for customer service has been established under the Act to ensure goods and services are, where at all possible, equally accessible to every member of the public.

At Entertainment One, we are committed to providing a barrier‐free environment for our customers. The objective of this policy is to ensure we meet the requirements of the standards and promote its underlying core principles, described below.

 

  1. Communication with persons with a disability
  2. The use of assistive devices by persons with disabilities;
  3. The use of service animals by persons with disabilities;
  4. The use of support persons by persons with disabilities;
  5. Customer feedback regarding the provision of goods and services to persons with disabilities
  6. Training;
  7. Notice of availability and format of documents.
  8. Notice of temporary disruptions in services and facilities;

Scope

The Policy applies to all employees who interact with members of the public or third parties on behalf of Entertainment One Group, collectively, “eOne”.

Policy Statement

In accordance with the Accessibility for Ontarians with Disabilities, Ontario Regulation 429/07, Accessibility Standards for Customer Service, eOne is committed to providing an environment that is accessible and inclusive to all persons either employed or visiting eOne premises. It is the policy of eOne that its working environments will be free from discrimination and harassment as defined by the Ontario Human Rights Code.

Providing Goods and Services to People with Disabilities

INTEGRATED ACCESSIBLITY STANDARDS POLICY

The following policy has been established by Entertainment One Group, collectively, “eOne”. to govern the provision of services with Regulation 191/11, “Integrated Accessibility Standards” (“Regulation”) under the Accessibility for Ontarians with Disabilities Act, 2005

These standards are developed to break down barriers and increase accessibility for persons with disabilities in the areas of information and communications and employment.

eOne is governed by this policy as well as the Accessibility Standards for Customer Service Policy and the Accessibility for Ontarians with Disabilities Act, 2005 in meeting the accessibility needs of persons with disabilities.

Commitment

eOne is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of persons 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.

This policy will be implemented in accordance with the time frames established by the Regulation.

Accessibility Plan

eOne will develop, maintain and document an Accessibility Plan outlining the company’s strategy to prevent and remove barriers from its workplace and to meet its requirements under the Regulation.

The Accessibility Plan will be reviewed and updated at least once every five years, and will be posted on the company’s website. Upon request, eOne will provide a copy of the Accessibility Plan in an accessible format.

Training Employees and Volunteers

eOne will ensure that training is provided on the requirements of the accessibility standards referred to in the Regulation and continue to provide training on the Human Rights Code as it pertains to persons with disabilities, to:

The training will be appropriate to the duties of the employees, volunteers and other persons.

Employees will be trained when changes are made to the accessibility policy. New employees will be trained as part of the onboarding process.

eOne will keep a record of the training it provides.

INFORMATION AND COMMUNICATIONS STANDARDS

Feedback

eOne will continue to ensure that its process for receiving and responding to feedback is accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communications supports, upon request.

Accessible Formats and Communication Supports

Upon request, eOne will provide, or will arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner that takes into account the person’s accessibility needs due to disability.

eOne will consult with the person making the request in determining the suitability of an accessible format or communication support.

eOne will also notify the public about the availability of accessible formats and communication supports.

Accessible Websites and Web Content

eOne will ensure that its Internet and Intranet websites, including web content, conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA except where this is impracticable.

EMPLOYMENT STANDARDS

Recruitment

eOne will notify its employees and the public about the availability of accommodation for applicants with disabilities in its recruitment process.

Recruitment, Assessment or Selection Process

eOne will notify job applicants, when they are individually selected to participate further in an assessment or selection process that accommodations are available upon request in relation to the materials or processes to be used.

If a selected applicant requests an accommodation, eOne will consult with the applicant and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

Notice to Successful Applicants

Informing Employees of Supports

eOne will continue to inform its employees of its policies (and any updates to those policies) used to support employees with disabilities, including policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability. This information will be provided to new employees as soon as practicable after commencing employment.

Accessible Formats and Communication Supports for Employees

Upon the request of an employee with a disability, eOne will consult with the employee to provide, or arrange for the provision of, accessible formats and communication supports for information that is needed to perform his/her job, and information that is generally available to other employees.

In determining the suitability of an accessible format or communication support, eOne will consult with the employee making the request.

Workplace Emergency Response Information

eOne will provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary, and if eOne is aware of the need for accommodation due to the employee’s disability. eOne will provide this information as soon as practicable after becoming aware of the need for accommodation.

Where the employee requires assistance, eOne will, with the consent of the employee, provide the workplace emergency response information to the person designated by eOne to provide assistance to the employee.

eOne will review the individualized workplace emergency response information when the employee moves to a different location in the organization, when the employee’s overall accommodations needs or plans are reviewed.

Documented Individual Accommodation Plans

eOne will maintain a written process for the development of documented individual accommodation plans for employees with disabilities.

If requested, information regarding accessible formats and communications supports provided will also be included in individual accommodation plans.

In addition, the plans will include individualized workplace emergency response information (where required), and will identify any other accommodation that is to be provided.

Return to Work Process

eOne maintains a documented return to work process for its employees who have been absent from work due to a disability and who require disability-related accommodations in order to return to work.

The return to work process outlines the steps eOne will take to facilitate the return to work and will include documented individual accommodation plans as part of the process.

This return to work process will not replace or override any other return to work process created by or under any other statute (ie, the Workplace Safety Insurance Act, 1997).

Performance Management, Career Development and Advancement & Redeployment

eOne will take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when conducting performance management, providing career development and advancement to employees, or when redeploying employees.

Questions about this policy

This policy has been developed to break down barriers and increase accessibility for persons with disabilities in the areas of information and communications and employment. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation will be provided by:

Nicole Gervasio
Director, Group Human Resources
Entertainment One Ltd.
70 Driver Road
Brampton, ON
L6T 5V2
www.entertainmentone.com
ngervasio@entonegroup.com
T (905) 247-0240

Multi Year Plan

Integrated Accessibility Standards Multi Year Plan

  1. Communication with Persons with a Disability
    When communicating with a person with a disability, eOne will do so in a manner that takes into account the person’s disability. eOne commits to provide training on customer service to all current and future employees and volunteers affected by this Policy. This training will, in particular, include how to interact and communicate with persons with various types of disabilities.
  2. Assistive Technology
    Personal assistive technologies are permitted and unrestricted in all areas of eOne premises to which employees and the public have access, except when subject to operator safety. Staff will receive training on Assistive Devices that may be used by persons with a disability when accessing our goods and services.
  3. Service Animals
    A person with a disability may be accompanied by a service animal and access the premises owned or operated by eOne, if the public has access to such premises and the animal is not otherwise excluded by law.
  4. Support Persons
    A person with a disability may access premises owned and/or operated by eOne accompanied by a support person, to assist in accessing goods or services and/or for the purposes of providing support with mobility, personal assistance and/or communication. Staff will receive training on how to interact with persons with a disability accompanied by a Support Person.
  5. Feedback
    eOne welcomes feedback regarding this Policy. Feedback may be provided by telephone, in person or in writing to the Receptionist or the Customer Service Desk Contact concerned or mailed to:

    For Brampton
    Human Resources
    70 Driver Road, Unit #1
    Brampton, ON L6T 5V2
    (905) 624‐7337

    For Toronto
    Human Resources
    175 Bloor Street East
    Toronto, ON M4W 3R8
    (416) 646‐2400

    eOne will make best efforts to provide a response in the same format in which the feedback was received. Where possible, feedback will be addressed immediately. Some feedback may, however, require more effort to address and may need to be reviewed before an action is taken. eOne will respond within 21 working days.
  6. Training
    eOne will provide training as required by the AODA Act to all persons to whom this policy applies. Such training shall include:
    1. A review of the purposes of the AODA and requirements of Accessibility Standards for Customer Service;
    2. A Review of the Policy
    3. How to interact and communicate with persons with various types of disabilities;
    4. How to interact with persons 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 is having difficulty accessing one of our premises/services.
    Documentation of training of employees shall be maintained by Human Resources as required by the Act.
  7. Availability and Format of Documents
    All documents required by the Accessibility Standards for Customer Service, including eOne’s Accessible Customer Service Policy, notices of temporary disruptions, training records, and written feedback process are available to any member of the public upon request. When providing these documents to a person with a disability, eOne will endeavor to provide the document, or the information contained in the document, in a format that takes the person’s disability into account. If it is not readily apparent that an animal is a service animal, eOne may ask the person with a disability for a letter from a physician confirming the person requires a service animal for his/her disability.
  8. Notice of Temporary Disruption in Services and Facilities
    eOne will notify customers if there is a planned or unexpected disruption of a facility or service. The notice will be posted at the entrance of the location and the eOne website. The notice will include the following information:
    • he time, date and location of the service disruption;
    • Information about the reason for the disruption;
    • Anticipated duration of the disruption;
    • Descriptions of alternative facilities or services, if available; and
    • Contact information for the responsible service area
    • all its employees and volunteers;
    • all persons who participate in developing eOne’s policies; and,
    • all other persons who provide goods, services or facilities on behalf of the company.
  9. When making offers of employment, eOne will notify the successful applicant of its policies for accommodating employees with disabilities.