Accessible Customer Service Standard Policy
in compliance with Accessibility for Ontarians
with Disability Act (AODA)

Organization: Human Resources
Policy Number: CA050-01
Effective Date: September 15, 2011
Revision Date: January 9, 2014
Expiration Date: N/A
Support: Contact HR

Philosophy

Consistent with our Corporate Objective for Commitment to Employees, Best Work Environment Policy, Global Harassment-Free Work Environment Policy, Global Non-Discrimination Policy and Accessibility Policy, it is the policy and practice of HP Canada that we treat customers, employees, suppliers, business partners, visitors and shareowners with fairness, dignity, respect and courtesy.

We also comply with all applicable national and local laws pertaining to non-discrimination and equal opportunity. In accordance, HP shall meet its duties and responsibilities under AODA Ontario Regulation 429/07 by adhering to the principles and practices in the following areas: Assistive Devices, Service Animals, Support Persons, Notice of Service Disruptions, Training, Feedback Process and Availability of Documents by January 1, 2012.

Scope

This policy applies to the delivery of all goods and services in the Province of Ontario by HP, by any means including in person, by telephone, electronically, by mail, visually, verbally or by written means.

This policy applies to all HP employees and contingent workers (agency contractors, third party etc.) who work in Ontario and others who provide service in Ontario regardless of where they are located, as well as volunteers and third parties who interact with the public on behalf of HP in Ontario.

Organizational Statement of Commitment

HP Canada is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

Policy

1.0 Assistive devices

Persons with disabilities may obtain, use, or benefit from goods or services by utilizing their own assistive devices but, if a person with a disability is hindered or prevented from accessing goods or services using their assistive device, HP will consult with the person and accommodate them by providing an alternative wherever possible.

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2.0 Service animals

Service animals, such as, but not limited to guide dogs, hearing dogs, seizure response dogs, and other certified service animals shall be permitted entry to all HP Canada’s facilities and meeting rooms that are open to the public, unless otherwise excluded by law.

Definition of a Service Animal (AODA 2005)
An animal is a service animal for a person with a disability,

  • 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 physician or nurse confirming that the person requires the animal for reasons relating to the disability.

A service animal is not a pet.

Guide Dog

A dog trained as a guide for a blind person and having the qualifications prescribed by the regulations (Blind Persons’ Rights Act 1990 s1 (1)).

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3.0 Support persons

A Support Person shall be permitted entry to all HP Canada facilities and meeting rooms that are open to the public, or as otherwise approved by the appropriate personnel.

If there is a charge to attend an event and fees are payable to a third party, a Support Person is permitted to attend the event at their own cost unless otherwise outlined by the third party. If fees are payable to HP Canada, a Support Person is permitted to attend at no cost.

Where a Support Person is necessary to protect the health or safety of the person with a disability or the health or safety of others on the premises, the person with a disability shall be accompanied by a Support Person when on the premises.

Customers are required to provide their own Support Person(s).

Definition of Support Persons (AODA 2005)

“Support Person” means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services.

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4.0 Notice of temporary service disruptions

HP Canada will give notice of temporary disruptions to services or facilities used by persons with disabilities, including the reason(s) for the disruption and expected duration. The notice shall be posted appropriately at the applicable facility and on the HP Canada web site when appropriate. When the disruption is planned, advance notice will be provided.

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5.0 Training

To create awareness and ensure compliance, AODA training shall be mandatory for all employees and applicable individuals in Ontario and those who interact with Ontarians on the Company’s behalf as well as those who are involved in developing the Company’s customer service policies, practices and procedures on topics outlined in the Customer Service Standard. “Applicable individuals” are defined as HP employees (permanent or temporary), contingent workforce (agency or independent) and volunteers that interact with the Ontario public on behalf of the Company.

Supervisors, Managers and other Senior Leadership are responsible to ensure that all employees and contractors in their organizations receive the mandatory AODA training. Human Resources will assist in supporting compliance with education materials and reporting.

The AODA training focuses upon the Customer Service Standard, and includes training on the purpose of the Act and requirements of the Regulation, servicing customers with various types of disabilities, how to interact with persons who use an assistive device or require the assistance of a service animal or the assistance of a support person, information on HP’s AODA policy, and general information about AODA and other resources and HP information.

All new employees are required to complete AODA training within 45 days of hire. In addition, all employees will be required to receive additional training should it be deemed that there are material updates to the course and/or legislation/standards.

Records will be kept indicating the date and training provided, and the number of individuals to whom it was provided.

Third party organizations providing goods or services on behalf of HP to Ontarians shall provide relevant training, learning opportunities or direction to their employees and volunteers regarding their roles and responsibilities under the AODA.

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6.0 Ontario customer / public feedback process

A simple to use, accessible process for customers to provide feedback or complaints is in place and will be posted on the HP AODA website. Feedback may be provided by a person with a disability directly to the service provider or by completing the Feedback Form and submitting to the HP Canada AODA officer via mail, e-mail or fax. Feedback will be used to improve customer service where applicable.

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7.0 Availability of documents

This policy and other documents deemed as critical to the delivery of goods and services will be made available upon making a request to the HP Canada AODA Officer. Documents will also be available in an alternative format on request. To make such a request, the customer is asked to contact the HP Canada AODA Officer via mail, e-mail or fax.

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Any questions about this AODA policy, the feedback process or availability of documents can be directed to:

Susan Dean-Norton, HP Canada AODA Officer
Mail: 5150 Spectrum Way, Mississauga, Ontario, L4W 5G1, Canada
Email: susan.dean-norton@hp.com
Fax: 905-443-3803