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Ontario Accessibility Policy


Our organizational commitment

Zale Canada Co. is committed to ensuring equal access for those with disabilities. We treat people with disabilities in a manner that allows them to maintain their dignity and independence. We are committed to meeting the needs of people with disabilities in a timely way and meeting the accessibility requirements under the AODA.

Training

We are committed to training staff in Ontario's accessibility laws and aspects of the Ontario Human Rights Code that relate to persons with disabilities.

We train our employees on accessibility as it relates to their specific roles.

Information and communications

We will communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our Company and its services, including any public safety information, in accessible formats or with communication supports.

Employment

We notify employees, potential hires and the public that accommodations can be made during recruitment and hiring.

We notify staff that supports are available for those with disabilities. We have a process to develop individual accommodation plans for employees.

Where needed, we also provide customized emergency information to help an employee with a disability during an emergency.

Our performance management and career development processes take into account the accessibility needs of employees.

Changes to existing policies

We will modify or remove an existing policy that does not respect and promote the dignity and independence of people with disabilities.

Zale Canada Co. has outlined its accessibility strategy in the following policies:

Zale Canada Co. Ontario Multi-Year Accessibility Plan


Ontario Multi-Year Accessibility Plan

This 2014-19 accessibility plan outlines the processes and actions that Zale Canada Co. will put in place to improve accessibility for people with disabilities.

Purpose

To establish practices and procedures to ensure Zale Canada Co. is accessible to customers, the public and to our employees in Ontario in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (the "AODA") including Ontario Regulation 191/11 Integrated Accessibility Standards.

Our Organizational Commitment

Zale Canada Co. is committed to ensuring equal access for those with disabilities. We treat people with disabilities in a manner that allows them to maintain their dignity and independence. We are committed to meeting the needs of people with disabilities in a timely way and meeting the accessibility requirements under the AODA.

Accessible Customer Service

Zale Canada Co. provides goods and services in a manner that is based upon the principles of dignity, independence, integration and equality for all our customers. We strive to ensure that customers with disabilities receive the same high standards of service that we provide to all customers.
  • COMPLETED – We train all employees on accessible customer service as part of the onboarding process. We also train individuals involved in developing our policies, and we require that any third party service providers that will interact with the public on our behalf have received the required training.
  • COMPLETED – We have an accessible customer service plan in place that we review regularly and have made publicly available.
  • COMPLETED – We have a feedback process in place for customers to provide feedback on how to provide goods and services to people with disabilities.
  • COMPLETED – In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Zale Canada Co. notifies customers promptly with a clearly posted notice in our stores.

Information and Communications

Zale Canada Co. is committed to making our information and communications accessible to people with disabilities.

COMPLETED – When customers with disabilities request that we make available our public information about our products and services available in accessible formats and/or with communication supports, we consult with the person making the request and work with them to provide the information in an accessible manner .

Zale Canada Co. has feedback process in place for customers and we inform the public that this information is available in accessible formats upon request. When customers with disabilities request that we make this information available in accessible formats and/or with communication supports, we consult with the person making the request and work with them to provide the information in an accessible manner.

Zale Canada Co. has feedback process in place for employees and we inform employees that it is available in accessible formats upon request. When employees with disabilities request that we make this information available in accessible formats and/or with communication supports, we consult with the person making the request and work with them to provide the information in an accessible manner.

Zale Canada Co. does not maintain or control any websites in Ontario. If, in future, this situation changes, we will ensure that Ontario controlled websites conform with WCAG 2.0, Level A and/or Level AA as required under the AODA and:

  • Zale Canada Co. will ensure that its Information Technology Department is aware of this requirement.

Employment

Zale Canada Co. is committed to fair and accessible employment practices.

COMPLETED – We train all employees (and those who develop our policies) on the AODA and Human Rights Code provisions on disability. We require that any third party service providers that will interact with the public on our behalf have received the required training.

COMPLETED – Zale Canada Co. takes the following steps to notify the public and staff that, when requested, Zale Canada Co. will accommodate people with disabilities during the employment recruitment and assessment processes and when people are hired:

COMPLETED – Zale Canada Co. ensures that its personnel responsible for recruitment in Ontario are aware of this requirement;

COMPLETED – Zale Canada Co. has reviewed its current human resource documentation, including its process for issuing advertisements for candidates and other recruitment and hiring documents, and incorporated language to address this requirement; and

COMPLETED – Zale Canada Co. ensures that its personnel responsible for hiring staff are aware of this requirement.

COMPLETED – When we hire new employees we notify them that we have policies on accommodations for employees with disabilities and let them know how to obtain more information.

Zale Canada Co. is taking the following steps to develop and put in place a process for developing individual accommodation plans and return-to-work policies for employees who have been absent due to a disability:

  • Zale Canada Co. will review the types of injuries and types of accommodations most typically provided to employees returning to work after a medical absence;
  • Zale Canada Co. will review its current human resource practices regarding the return of an employee to work after a medical absence; and
  • Zale Canada Co. will, considering all relevant information, develop both a policy to provide guidance in respect of the creation of individual accommodation plans and a policy to provide guidance in respect of return-to-work policies for employees that have been absent due to a disability.

Zale Canada Co. has or will take the following steps to ensure the accessibility needs of employees with disabilities are taken into account when Zale Canada Co. uses performance management, career development and [redeployment] processes:

  • Zale Canada Co. will review its performance management and career development policies or other written documentation to ensure that they do not contain any barriers or unreasonable requirements in relation to employees with disabilities, and to ensure that, where applicable, they incorporate accessibility as part of the performance management and career development and redeployment process; and
  • Zale Canada Co. will review its performance management and career development practices to ensure that they do not contain any barriers or unreasonable requirements in relation to employees with disabilities, and to ensure that staff responsible for performance management, career development and redeployment practices incorporate accessibility considerations when engaging in performance management and career development.
  • COMPLETED – Since 2014, Zale Canada Co. has maintained a process for development of individualized emergency information for employees with disabilities.
  • COMPLETED – Where an employee with a disability needs assistance in accessing information required to perform his or her job duties, Zale Canada Co. consults with the employee and provides communication supports.

The Built Environment

Zale Canada Co. ensures that when it designs or redesigns its stores, it takes into account accessibility for people with disabilities at our service counters. We do so by ensuring that our Real Estate Department is aware of this requirement, and includes this requirement in contracts with third parties retained to design or redesign its stores where this will involve service counters.

Accesibility Policy | Ontario Multi-Year Accessibility Plan

Ontario Accessible Customer Service Plan


Ontario Customer Service Policy Statement

Zale Canada Co. is committed to providing an accessible environment in which all individuals have equal access to products and services in a way that respects the dignity and independence of persons with disabilities. We are dedicated to fostering an inclusive and positive environment that is considerate and accommodating of all individuals, including people with disabilities.

Zale Canada Co. will provide exceptional service to its customers, third parties and members of the public.

Every reasonable effort will be made to ensure that:
  • Persons with disabilities are provided equal opportunity to obtain, use and benefit from our goods and services.
  • Goods and services are provided in a manner that respects the dignity and independence of persons with disabilities.
  • Communications with a person with a disability are conducted in a manner that takes the person's disability into account.
  • Persons with disabilities may use assistive devices, service animals and support persons as is necessary to access our goods and services unless superseded by other legislation.

This policy applies to all locations and customers of Zale Canada Co. located in Ontario.

Customer Service Plan

Our goal under this plan is to commit to a barrier free environment for our customers. We provide our goods and services in a manner that is based upon the principles of dignity, independence, integration and equality for all our customers. We strive to ensure that customers with disabilities receive the same high standards of service that we provide to all customers.

Definitions

Accessible: means a product or service that can be easily viewed or reached; posing no obstacles to persons with disabilities; a shopping experience with products that are easy to obtain and a point of sale. process that can be accessed by those with disabilities. An accessible store provides service that enables products and services to be obtained, as well as understood or appreciated, by a person with a disability.

Assistive Device: a device used to assist a person with a disability in carrying out activities or in accessing Zale Canada Co. products and services.

Barrier: anything that prevents a person with a disability from fully participating in our business because of his or her disability, including:
  • A physical barrier
  • An information or communications barrier
  • An attitudinal barrier
  • A technological barrier
  • A policy or practice
Disability:
  1. any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on an assistive device;
  2. a condition of mental impairment or a developmental disability,
  3. a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
  4. a mental disorder, or
  5. an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
Service Animal: an animal that has been trained to perform tasks that assist people with disabilities and includes any animal,
  • if it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
  • if the person provides a letter from a regulated health professional confirming that the person requires the animal for reasons relating to the disability.

Support Person: an individual hired or chosen by a person with a disability to provide assistance with communication, mobility, personal care or medical needs while accessing Zale Canada Co.'s goods or services.

Assistive Devices

People with disabilities may use their personal assistive devices when shopping in our stores or otherwise accessing our goods, services and facilities.

If a person with a disability provides his/her own assistive device to assist him/her with accessing our premises or our goods or services, we will make all reasonable efforts to ensure that the person is able to use the assistive device without any barriers, unless prohibited by law. If barriers to the use of an assistive device exist at any Zale Canada Co. premises, these barriers, where reasonably possible, will be removed. If the assistive device is prohibited by law or a barrier exists that cannot be removed, the person will be advised and alternate options will be explored.

Communication

Zale Canada Co. communicates with people with disabilities in ways that take their disability into account.

Service animals

Zale Canada Co. welcomes people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

Support persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany him/her on our premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Zale Canada Co. will notify customers promptly. This clearly posted 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 posted on the entrance door to the store or any other reasonable alternative in the particular circumstances.

Training

Zale Canada Co. provides training to all employees and ensures that others who deal with the public or third parties on our behalf also receive training on accessible customer service. This training will be provided to employees within the first three months of hiring.

Training includes:
  • An overview of the AODA and the requirements of the customer service standard and the integrated accessibility standard
  • Zale Canada Co.'s plan related to 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 address a situation where a customer with a disability is having difficulty in accessing our goods, services or facilities.

Employees will also be trained when changes are made to this plan. All training is recorded and tracked for compliance purposes.

Feedback process

Customers who wish to provide feedback on the way Zale Canada Co. provides goods and services to people with disabilities can email or call. For feedback regarding Peoples Jewellers, please email customerservice@peoplesjewellers.com or call 1-800-211-2272. If your feedback is pertaining to Mappins Jewellers please email customerservice@mappins.com or call 1-800-519-4653.

All feedback, including complaints, will be logged by our Customer Department. Complaints pertaining to fair treatment will be cascaded to the Human Resources Department.

Customers will be contacted within five business days to discuss the feedback, and depending on the circumstances, to advise of any action which may have been or will be taken as a result of the feedback, as well as to provide an implementation timeline if action is going to be taken and has not already been implemented.

Notice of availability

Zale Canada Co. will notify the public that our customer service related policies are available upon request by referring to the posting located at the store. If necessary, Zale Canada Co. will make reasonable efforts in consultation with the person making the request, to give the person the content of the applicable policy in a format that takes into account the person's disability and/or with appropriate communication supports.

Modifications to this or other policies

Any policy of Zale Canada Co. that does not respect and promote the dignity and independence of people with disabilities will be modified or revoked.

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