Revised: August, 2019
Statement of Organizational Commitment & Accessibility Policy
Statement of Commitment
Our Company is committed to ensuring accessibility for persons with disabilities by identifying, removing and preventing barriers to promote the rights of all persons and to build and create an inclusive and accessible working environment, in accordance with the provisions of the Ontario Human Rights Code (the “Code”) and the Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”). The Company supports the intent of the AODA and its goal of achieving accessibility for Ontarians with disabilities with respect to Customer Service, Information and Communications, and Employment.
The Company is committed to ensuring accessibility for persons with disabilities by identifying, removing and preventing the barriers that might interfere with the ability to obtain goods and services provided by the Company. We strive at all times to provide good and services to customers in a way that respects the dignity and independence of people with disabilities and are committed to giving people with disabilities the same opportunity to benefit from our services, in the same place and in a similar way as other customers. We will ensure that every customer receives equitable treatment with respect to goods and services, without discrimination, and receives the accommodation where required.
The Company is also committed to ensuring that every employee receives equitable treatment with respect to employment and services, without discrimination, and receives accommodation where required. We will meet the accessibility needs of persons with disabilities in a timely manner.
This policy applies to all individuals entitled to the protections set out in the AODA and its Regulations, including customers and employees of the Company.
It is the goal of the Ontario government to make Ontario accessible by 2025.
• Accessible Customer Service Policy (see below)
Definition of Disability
According to the AODA, “disability” is defined as:
(a) 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 diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
(b) a condition of mental impairment or a developmental disability,
(c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
(d) a mental disorder, or
(e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997; (“handicap”)
Where required, the Company will consult with the disabled individual to understand his or her specific accessibility needs, and then make all reasonable efforts to meet those individual needs in a timely manner.
Multi-Year Accessibility Plan
Company’s Multi-Year Accessibility Plan outlines the strategies and actions to prevent and remove barriers to accessibility and to meet all the requirements under the AODA and its Regulations.
• Company's Multi-Year Accessibility Plan (see below)
• Request a copy of the Accessibility policy
• Provide feedback on the way we provide products and services to customers with disabilities
• Request a document in accessible format
• Request additional information or provide your comments
Revised November 18, 2017
Harlequin Enterprises Limited | HarperCollins Canada
Accessible Customer Service Policy and Procedure
Providing Goods and Services to People with Disabilities
The intent of the Accessible Customer Service Policy (the “Policy”) is to ensure accessibility for persons with disabilities by identifying, removing and preventing barriers that might interfere with the ability to obtain the goods and services provided by the Company.
We strive at all times to provide 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.
The Policy shall apply to every person who deals with members of the public or other third parties on behalf of the Company. The Policy shall also apply to every person involved in the development of policies, procedures and practices pertaining to the provision of goods and services by the Company.
4. Procedures for Providing Goods and Services to People with Disabilities
We are committed to excellence in serving all customers including people with disabilities by removing barriers that might arise in the course of doing business as follows:
We will communicate with people with disabilities in ways that take into account their disability.
We are committed to providing fully accessible telephone services to our customers. We will train employees to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
In addition, we will offer to communicate with customers by email if telephone communication is not suitable to their communication needs or is not available and will also accommodate our customers’ use of TTY and relay services as required.
(b) Assistive devices
A person with a disability may provide their own assistive device for the purpose of obtaining, using and benefiting from Company’s goods and services. Exceptions may occur in situations where the Company has determined that the assistive device may pose a risk to the health and safety of a person with a disability or others on the premises. In such situations, and others, the Company may offer a person with a disability other reasonable measures to assist in obtaining, using and benefitting from Company’s goods and services, where other measures are available.
It is the responsibility of the person with a disability to ensure that the assistive device is operated in a safe and controlled manner at all times.
(c) Service animals
A person with a disability may enter premises owned and/or operated by the Company accompanied by a service animal and keep the animal with them if the public has access to such premises and the animal is not otherwise excluded by law. If a service animal is excluded by law, the Company will ensure that alternate means are available to enable the person with a disability to obtain, use and benefit from the Company’s goods and services.
It should be noted that it is the responsibility of the person with a disability to ensure that the service animal is kept in control at all times.
(d) Support persons
A person with a disability may enter premises owned and/or operated by the Company with a support person and have access to the support person while on the premises.
In addition, the Company may require a person with a disability to be accompanied by a support person while on the premises in situations where it is necessary to protect the health and safety of the person with a disability or of others on the premises.
(e) Notice of temporary disruption
We will make reasonable efforts to provide prior notice of disruptions, if possible, recognizing that in some circumstances such as in the situation of unplanned temporary disruptions, advance notice will not be possible. In all cases, the Company will notify customers promptly by posting a notice that includes information about the reason for the disruption, its anticipated duration and a description of alternate facilities or services that may be available. The notice will be posted in reasonable places. When possible, disruptions that are known in advance will be posted online.
The Company will provide training to appropriate employees, volunteers and others who deal with the public or other third parties on behalf of the Company. In addition, the Company will provide training to persons involved in the development of policies, procedures and practices pertaining to the provision of goods and services.
The format of training given will be tailored to suit each person’s interactions with the public or third parties or involvement in the development of policies, procedures and practices, as applicable.
The content of the training will include:
- An overview of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005;
- An overview of the requirements of the customer service standard;
- Instruction on the Company’s policies, procedures and practices pertaining to the provision of goods and services to persons with disabilities;
- How to communicate with persons with various types of disabilities;
- How to interact with persons with disabilities who use assistive devices or who require the assistance of a service animal or support person;
- How to use equipment or devices that are provided which may help people with disabilities access goods and services provided by the Company; and
What to do if a person with a particular type of disability is having difficulty accessing goods or services.
Training will be provided to each person as soon as practical after being assigned the applicable duties. Training will also be provided on an ongoing basis in connection with changes to the policies, practices and procedures governing the provision of goods and services to persons with disabilities.
6. Feedback process
The Company is committed to providing high quality goods and services to all of its customers. Feedback from customers and/or third parties is welcomed as it may identify areas that require change and encourage continuous service improvements.
Feedback from a member of the public about the delivery of goods and services to persons with disabilities may be provided by calling our customer care line at 1-800-873-8635.
Feedback can be also submitted via email to [email protected] or [email protected] or faxed to (289) 316 3754.
Alternatively, accessibility concerns can be directed to our customer care representatives at the phone number above, who will then forward them to our Accessibility Officer. If they wish to be contacted about their feedback, persons must provide their name and contact information.
7. Modifications to the Policy
We are committed to developing customer service policies that respect and promote the dignity and independence of persons with disabilities. Therefore, no changes will be made to this Policy before considering the impact on persons with disabilities. In the event that we do modify this Policy, we will post the updated Policy on our website and make it available to you upon request.
8. Questions about the Policy
Any questions about this Policy should be referred to the contact information noted above.
Revised August, 2019
Click here to Access the Multi-Year Accessibility Plan