Accessibility

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 info@hofland.com.

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 and services

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.
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 posting.
• 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 info@hofland.com.

This document and all other documents are available upon request. All documents are available in an alternate format, upon request.