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

Organization: Human Resources
Policy Number: CA050-01
Effective Date: September 15, 2011
Revision Date: June 20, 2016
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 Co. 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.

HP Canada Co. is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

HP Canada Co. understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.

HP Canada Co. is committed to complying with both the Ontario Human Rights Code and the AODA.

HP Canada Co. is committed to excellence in serving all customers including people with disabilities.

Our accessible customer service policies are consistent with the principles of independence, dignity, integration, and equality of opportunity for people with disabilities.

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 Co. 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.

Providing goods, services or facilities to people with disabilities

Assistive Devices

People with disabilities may use their personal assistive devices when accessing our goods, services, or facilities.

In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.

In the event there are health and safety concerns, HP Canada Co. will review each situation on a case by case basis to ensure an appropriate resolution.

We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services, or facilities.

  • 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.
  • Barriers in the workplace will be removed or modified to improve accessibility. HP Canada Co. will work with the building landlord, as applicable. Such modifications may include, without limitation, the addition or modification of items such as: ramps, automatic door openers, grab bars, screen readers, signage, lighting features, indicators and alarms, accessible websites and web content, self-service kiosks. HP Canada Co. will review accommodation requests on a case by case basis.
  • 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.

Communication

We will communicate with people with disabilities in ways that take into account their disability. This may include providing, but not limited to, the following:

  • Accessible websites and web content
  • Self-service kiosks
  • Screen readers
  • Via a support person
  • Indicators and Alarms
  • Accessibility software
  • Ergonomics or other equipment to assist an employee to perform their job functions

HP Canada Co. will review on a case by case basis and we will work with the person with a disability to determine what method of communication best works for them.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

A regulated health professional is defined as a member of one of the following colleges:

  • College of Audiologists and Speech-Language Pathologists of Ontario
  • College of Chiropractors of Ontario
  • College of Nurses of Ontario
  • College of Occupational Therapists of Ontario
  • College of Optometrists of Ontario
  • College of Physicians and Surgeons of Ontario
  • College of Physiotherapists of Ontario
  • College of Psychologists of Ontario
  • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:

  • explain why the animal is excluded
  • discuss with the customer another way of providing goods, services or facilities

Support persons

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

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

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.

We will notify customers of this by posting a notice in the following location(s):

In certain cases, HP Canada Co. might require a person with a disability to be accompanied by a support person for the health or safety reasons of:

  • the person with a disability
  • others on the premises

Before making a decision, HP Canada Co. will:

  • consult with the person with a disability to understand their needs
  • consider health or safety reasons based on available evidence
  • determine if there is no other reasonable way to protect the health or safety of the person or others on the premises
  • 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 Co., a Support Person is permitted to attend at no cost.
  • More specific information is provided to clarify that an organization can only require a support person to accompany someone with a disability for the purposes of health or safety and in consultation with the person. If it’s determined a support person is required, the fee or fare (if applicable) for the support person must be waived.

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

Notice of temporary service disruptions

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, HP 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.

Services/Facilities as of June 2016 include:

Mississauga,
5150 Spectrum Way, Suite #600, Mississauga, Ontario, L4W 5G2

Ottawa,
2500 Solandt Road, Kanata, Ontario, K2K 3G5

Ottawa,
2855 Swansea Crescent, Ottawa, Ontario, K1G 3L6

Regus Quebec,
Pointe Claire- Montreal Airport, 6500 TransCanada Service Rd, 4th Floor, Montreal, Quebec, H9R 0A5

The notice will be made publicly available in the following ways:

HP Canada Co. 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 Co. web site when appropriate. When the disruption is planned, advance notice will be provided.

Training

HP Canada Co. will provide accessible customer service training to:

  • all employees and volunteers in the province of Ontario
  • personnel involved in developing our policies
  • anyone who provides goods, services or facilities to Ontario customers on our behalf.

Staff will be trained on accessible customer service within 45 days after being hired. Employers of contractors or partners will be trained by their applicable employers, and HP Canada Co. can ask for proof of the customer service standard training at any time.

Training includes:

  • purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • HP Canada Co.’s policies 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 use the equipment or devices available on-site or otherwise that may help with providing goods, services, or facilities to people with disabilities. These include:
    • General training about assistive devices as included in the customer service standard, general AODA training
    • Information provided by the HP Inc. Accessibility and Aging Office.
    • Posting information about accessibility on the applicable intranet or internet site
    • Directing employees to the appropriate Canada Human Resources personnel
    • What to do if a person with a disability is having difficulty in accessing HP Canada Co.’s goods, services, or facilities as posted on our HP Canada Co.
      internet site – Accessing Service and Providing Feedback: http://www8.hp.com/ca/en/hp-information/accessibility-aging/canadaaoda.html

Staff will also be trained when changes are made to our accessible customer service policies. 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.

Feedback Process

HP Canada Co. welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

Customers will be notified of how to provide feedback in the following ways:

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 http://www8.hp.com/ca/en/hp-information/accessibility-aging/canadaaoda.html. 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 Co. AODA officer via mail or e-mail. Feedback will be used to improve customer service where applicable.

Customers who wish to provide feedback on the way HP Canada Co. provides goods, services, or facilities to people with disabilities can also provide feedback by email to: lisa.hardy@hp.com or mail to: HP Canada Co. AODA Officer, 5150 Spectrum Way, Mississauga, Ontario

All feedback, including complaints, will be handled in the following manner:

Feedback will be directed to the AODA Officer, and if applicable, will also engage the appropriate parties to resolve.

Customers can expect to receive a response in 5 business days.

HP Canada Co. will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

Notice of Availability of Documents

HP Canada Co. will notify the public that documents related to accessible customer service, are available upon request by posting a notice on HP Canada Co.’s AODA website: http://www8.hp.com/ca/en/hp-information/accessibility-aging/canadaaoda.html

HP Canada Co. will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost to the person with a disability.

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 Co. 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 Co. AODA Officer via mail or e-mail.

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

Lisa Hardy, HP Canada Co. AODA Officer
Mail: 5150 Spectrum Way, Mississauga, Ontario, L4W 5G1, Canada
Email: lisa.hardy@hp.com

Modifications to this or Other Policies

Any policies of HP Canada Co. that do not respect and promote the principles of dignity, independence, integration, and equal opportunity for people with disabilities will be modified or removed.