HR 2.05 Accessibility Standards for Customer Service

As required by the Accessibility for Ontarians with Disabilities Act (AODA 2005), the following policy, practices, and procedures have been established by Ricarda’s to ensure governance over the provision of its services in accordance with the AODA 2005 and Regulation 429/07. It is our mission to not only ensure that all our procedures for the provision of services are consistent with the principles outlined in the act, but also to effectively provide excellent services to people with disabilities.

In fulfilling Our mission, we strive to provide our goods and services in a way that respects the dignity and independence of people with disabilities, at all times. We are also committed to giving people with disabilities the same opportunity to access our goods and services, and to allow them to benefit from the same in as equal a manner as any other customer. In carrying out this commitment, the following functional responsibilities are implemented by us:

Communication

When communicating with a person with a disability, we will communicate in a manner that considers the person’s disability.

Telephone Services

We will train our staff to communicate with customers over the telephone in a clear, slow tone and to use plain language. We will further offer to communicate with customers by e-mail if telephone communication is not suitable to their needs or is not available.

Assistive Devices

We recognize that some individuals with disabilities use assistive devices to access our services, and we will permit the use of these assistive devices when required, so that our customers may obtain, use or benefit from our services. Should an individual with a disability be unable to access our services using their own personal assistive device, we will determine if the service is inaccessible, based upon the individual requirements, assess service delivery and potential service options to meet the needs of the individual. As we understand that our buildings may not be accessible to all patrons, we have made arrangements to meet at a barrier free facility with customers as required.

Billing

We are committed to providing accessible invoices to all our customers. For this reason, invoices will be provided in the following formats upon request: hard copy, large print or by e-mail. Furthermore, we will answer any questions customers may have about the content of the invoice in person, by telephone and/or e-mail.

Service Animals

We recognize that some individuals with disabilities may require the use of guide dogs or other service animals in order to access services. Persons with disabilities who are accompanied by a guide dog or other service animal will be permitted to enter parts of our premises that are common areas, and to keep the animal with them, unless the animal is otherwise excluded by law from the premises. If the animal is legally excluded from some parts of the premises, we will provide alternative measures to enable the person to obtain, use or benefit from its services.

Support Persons

We recognize that some individuals with disabilities may rely on support person for assistance while accessing services. A person with a disability who is accompanied by a support person will be allowed to enter all our premises, together with the support person, and will not be prevented from having access

to the support person while on our premises, at no additional cost.

Notice of Temporary Disruption

We will provide customers with notice in the event of a planned or unexpected disruption in the facilities or service usually used by people with disabilities. This notice will include information about the

reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if

available. The notice will be posted on the premises, and where deemed appropriate given the

circumstances.

Staff Training

We will provide training to applicable employees about the provision of services to persons with disabilities, and to all those who are involved in the development of approvals of customer service policies, practices, and procedures. Applicable staff will be trained in all matters that affect the way services are provided to people with disabilities, and on an ongoing basis when any changes are made to these policies and procedures. Moreover, any new employee will be trained upon the completion of their three-month probationary period.

Feedback Process

Our ultimate goal at Ricarda’s is to meet and surpass customer expectations while serving persons with disabilities. Comments on our services regarding how well those expectations are being met are highly welcome and well-appreciated. Feedback regarding the way we provide goods and services to people with disabilities can be made by email, verbally, or in writing. If in writing, the feedback should be made out to Ricarda’s Toronto, 134 Peter Street, Suite 100, Toronto, ON M5V 2H2. Any complaints launched will be addressed according to the complaint policy already established in our company’s complaint management procedures.

Modifications to Policies:

As we are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities, no changes will be made to this policy before considering the impact on people with disabilities. Furthermore, any policy that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Questions about the Policy

As this policy exists to achieve service excellence to customers with disabilities, any individual who may have a question or does not understand the purpose of the policy, may request an explanation that must be provided by the leadership team of the company.

Policy Copies

We recognize that persons with disabilities use methods other than the standard print to access information. Hence, should it be required to give a copy of this policy to a person with a disability, we will provide the policy, or the information contained in this policy, in a format that takes into account to the persons disability. Alternately, the company and the person with a disability may agree on an alternate format or the document or information.