John G. Hofland is committed to meeting the accessibility needs of persons with disabilities in a timely manner, consistent with the principles of dignity, independence, integration and equal opportunity. The purpose of this Plan is to outline Hofland’s strategy to prevent and remove barriers to accessibility.
STATEMENT OF COMMITMENT
John G. Hofland Ltd. respects the law and abides by the requirements set forth under the Accessibility for Ontarians with Disabilities Act (“AODA”), including the Customer Service Standards Regulation, and the Integrated Accessibility Standards Regulation under the AODA. This policy was developed to identify, remove and prevent barriers and increase accessibility for persons with disabilities in the areas of information, communications and employment. Hofland strives to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.
Hofland has implemented accessibility polices by incorporating procedures, training for employees, and feedback and review process. Hofland Ltd. welcomes your feedback and comments on our Accessibility Policies, please contact Human Resources at firstname.lastname@example.org. This document and all other documents are available upon request. All documents are available in an alternate format, upon request.
ACCESSIBILE CUSTOMER SERVICE PLAN
John G. Hofland Ltd. strives to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers. Hofland is committed to excellence in serving all customers including people with disabilities. We will carry out our functions and responsibilities in the following areas:
Assistive Devices: We are committed to serving people who need assistive devices to obtain, use or benefit from our goods and services.
Communication: We will communicate with people with disabilities in ways that take into
account their disability.
Service Animals: We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties.
Support Persons: We are committed to welcoming people with disabilities who are
accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Hofland’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
Notice of Temporary Disruption: In the event of a planned or unexpected disruption to services or facilities or services usually used by people with disabilities Hofland will notify customers promptly. This notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be placed on the Hofland’s website at www.hofland.com.
Training: Hofland will provide training to employees, volunteers and others who deal with the public or other organizations on behalf of the Company and all those who are involved in the development and approval of customer service policies, practices and procedures. This training will be provided to employees within 30 days of their official start date.
Training will include:
• An overview of the Accessibility for Ontarians with Disabilities Act, 2005, and the
requirements of the Customer Service Standard
• How to interact and communicate with people with various types of disabilities
• How to interact with people with disabilities who use an assistive device or require the
assistance of a service animal or a support person
• How to use the devices available on-site or otherwise that may help with providing
goods or services to people with disabilities.
• What to do if a person with a disability is having difficulty in accessing Hofland’s goods
Feedback Process: Comments and/or feedback on our services provided to people with
disabilities are welcomed and appreciated. Customers who wish to provide feedback on the way Hofland provides goods and services to people with disabilities can contact us through our website at www.hofland.com. Customers can expect to hear back in 15 business days from the HR Manager. Complaints will be addressed according to our organization’s regular complaint management procedures. Modifications to this or any policy of Hofland that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities in accessing our good and services will be modified or removed.
Questions about this Policy
This policy exists to achieve service excellence to customers with disabilities. Any questions about this policy should be directed to the Human Resources Manager at John G. Hofland Ltd.
MULTI-YEAR ACCESSIBILITY PLAN
John G. Hofland Ltd. respects the law and abides by the requirements set forth under the Accessibility for Ontarians with Disabilities Act (“AODA”), including the Customer Service Standards Regulation, and the Integrated Accessibility Standards Regulation under the AODA. 2014-2021 The Multi-Year Accessibility Plan (2014-2021) outlines the policies and actions that John G. Hofland Ltd. will and have put in place to improve opportunities for people with disabilities. This plan aligns with our strategic plan.
Integrated Accessibility Standards Regulation (IASR): The IASR, under the Accessibility for Ontarians with Disabilities Act establishes accessible standards and introduces requirements for information and Communications, Employment, Transportation and Design of Public Spaces and Customer Service Standards. As stated in Hofland’s Statement of Commitment, we are committed to ensuring compliance with the IASR, as applicable.
Accessible Emergency Information & Practices: Hofland is committed to providing employees with disabilities with individualized emergency response information as required. When it is disclosed that an employee has a requirement that requires special attention during an emergency, a plan will be developed with Human Resources and Management to ensure the safety of that person during an emergency. The plan will be documented and kept in the employee’s personnel file. For the areas within Hofland that are accessible to the public, emergency information is posted.
Training: Hofland is committed to ensuring that all employees receiving training on the ISAR and the Ontario Human Rights code as it pertains to persons with disabilities.
Information and Communication Standards: Hofland is committed to ensuring that the
appropriate processes of receiving and responding to feedback in relation to the IASR are
implemented and are available in accessible formats to persons with disabilities. Hofland will take the necessary steps to make its website and content conform to WCAG 2.0 Level AA by January 1, 2021. Employment Standards: Hofland is committed to fair and accessible employment standards.
Recruitment: Hofland will take the following steps to notify the public and employees that,
when requested, we will accommodate people with disabilities during the recruitment and
assessment processes and when people are hired:
• Include information about accommodations for applicants with disabilities in every job
• Inform candidates who are invited to participate in interviews, that they can request
accommodation for disabilities.
• Notify successful applicants of our policies for accommodating employees with
disabilities as part of their orientation.
• Keep interview formats flexible so that applicants of all abilities can participate.
Documented Individual Accommodation Plans: In the event that an employee is absent from work due to a disability, Hofland shall ensure that a Return to Work plan is implemented to accommodate the employee. The plan will be documented and kept in the employee’s personnel file.
Performance Management, Career Development & Redeployment: Hofland is committed to ensuring that the needs of its employees with disabilities are addressed in any performance management, career development or redeployment processes and will prevent and remove other accessibility barriers identified.
Design of Public Spaces: Hofland is committed to ensuring that all construction projects at our facilities are AODA compliant. Hofland will ensure that the Cash & Carry Store and all visitor areas are accessible when renovations are initiated in those areas. Hofland welcomes your feedback and comments on our Accessibility Policies, please contact us at email@example.com. This document and all other documents are available upon request. All documents are available in an alternate format, upon request.
The following requirements will be met as per the phased in approach to accessibility compliance by the year 2025:
Information and Communication. Accessible Websites and Web Content:
• Hofland will ensure that our website and web content meet the needs of persons with
• If an employee with a disability requests it, Hofland will provide or arrange for the
provision of accessible formats and communication.
• As per required accessibility-related legislation, accessibility will be integrated into
Hofland employment-related practices as per the required timeframe set forth by
• Review and, as necessary, modify existing recruitment, assessment, and selection
procedures and processes.
• Notify all job applicants and the public that accommodation is available during the
recruitment process on request, by specifying same in job postings and on the careers
section of the company website.
• Specify that accommodation is available for applicants with disabilities in recruitment
related materials and during scheduling of interviews and assessments.
• If an applicant requests accommodation, consult with the applicant and arrange for the
provision of suitable accommodation that considers the applicant’s needs due to
• When making offers of employment, notify the successful applicant of Hoflands’ policies
for accommodating colleagues with disabilities.
• Develop and provide appropriate training to employees responsible for recruitment,
assessment, and selection and on-boarding to ensure these planned actions are
delivered, and accommodation requests are fulfilled in an effective and timely manner.
• Review and, as necessary, modify existing orientation and on-boarding processes to
ensure new employees are provided information about Hofland’s accessibility policies as
soon as practicable after employment commences, including a description of same in
new hire information packages.
• Advise employees whenever there is a change to existing policies on the provision of
• Develop and integrate procedures for documenting and updating, as required,
documented individual accommodation plans, which will provide for the method(s) by
which requesting employees will be assessed and represented, how they can participate
in the plan’s development, and the method by which a copy of the plan will be provided
to the employee in a format that takes his or her accessibility needs into account.
Return to Work from Disability-Related Leaves
• Review and, as necessary, modify and document existing return to work processes for
colleagues who have been absent from work due to a disability and require
accommodation to return to work.
• Ensure documented individual accommodation plans comprise part of the return-to
• Develop and provide appropriate training to managers and other employees responsible
for supporting the return-to-work process for employees who require accommodation
to return to work and a training schedule for same that will ensure effective execution
of the return-to-work process on a continuous basis.
Performance Management, Career Development and Redeployment
• Review and, as necessary, modify existing performance management, career
• Redeployment processes to ensure that the accessibility needs and individual
accommodation plans of colleagues with disabilities are considered.
• Develop and provide appropriate training to managers and other colleagues responsible
for supporting or impacting performance management, career development and
advancement, and redeployment processes, and a training schedule for same that will
ensure compliance with the processes on a continuous basis.
Training. Hofland will ensure that training is delivered to all employees, volunteers and those who provide services on the Company’s behalf on the standards set by provincial legislation regarding accessibility as well as any aspect of local human rights legislation relating to persons with disabilities.
• Develop and implement appropriate training materials.
• Ensure training is provided before or as soon as possible after the trainee commences
duties and whenever Hofland alters its policies and practices regarding accessibility.
•Create a plan and schedule for periodic refresh training to ensure ongoing awareness and understanding.
•Keep and maintain a record of the training provided, including the dates that the training was provided and the number of individuals to whom it was provided.
This Policy will be reviewed every 5 years or earlier based on required legislation.