AODA

Accessible Customer Service Policy Template

Providing goods, services or facilities to people with disabilities

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

Miura Canada Co., Ltd. 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.

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

Miura Canada Co., Ltd. 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.

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.

Communication

We will communicate with people with disabilities in ways that take into account their disability.

This may include the following:

• Over the telephone
• Email
• Through an interpreter (needed)
• Copies of documents in large print

We will work with the person with a disability to determine what method of communication 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; and
• 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.

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

• The company website miuraboiler.ca
• In the front entrance of the building(s)

In certain cases, Miura Canada Co., Ltd. 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; or
• Others on the premises

Before making a decision, Miura Canada Co., Ltd. will:

• Consult with the person with a disability to understand their needs;
• Consider health or safety reasons based on available evidence; and
• Determine if there is no other reasonable way to protect the health or safety of the person or others on the premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Miura Canada Co., Ltd. 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 include:

• Workshop tours

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

• Notice given directly to the individual(s) scheduled to tour during the time of interruption by either email, phone, in person or any combination depending on the situation.

Training

Miura Canada Co., Ltd. will provide accessible customer service training to:

• All employees and volunteers
• Anyone involved in developing our policies
• Anyone who provides goods, services or facilities to customers on our behalf.

Staff will be trained on accessible customer service within 3 months after being hired.

Training will include:

• Purpose of the AODA and the requirements of the customer service standard;
• Miura Canada Co., Ltd.’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; and
• What to do if a person with a disability is having difficulty in accessing Miura Canada Co., Ltd.’s goods, services or facilities

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

Feedback process

Miura Canada Co., Ltd. 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:

• Verbally;
• Email; or
• Feedback form

Customers who wish to provide feedback on the way Miura Canada Co., Ltd. provides goods, services or facilities to people with disabilities can provide feedback in the following way(s):

• Through the email link on the company website;
• Mail;
• Phone; or
• Feedback form, posted at the entrance.

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

Feedback will be directed to the HR Manager where decisions can be made on how to improve accessibility.

Customers can expect to hear back in 10 business days.

Miura Canada Co., Ltd. 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

Miura Canada Co., Ltd. will notify the public that documents related to accessible customer service, are available upon request by posting a notice in the following location(s)/way(s):

• The company website miuraboiler.ca
• In the front entrance of the building(s)

Miura Canada Co., Ltd. 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.

Modifications to this or other policies

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

AODA Statement of Commitment

Miura Canada Co., Ltd. is committed to an accessible learning and working environment which provides for the fullest development of the potential of its community members.

In 2005, the Ontario legislature passed the Accessibility for Ontarians with Disabilities Act (AODA). This piece of legislation was designed to improve participation of persons with disabilities in all facets of life in Ontario through the identification, removal and prevention of barriers to access.

In 2011, the legislature of Ontario passed the Integrated Accessibility Standards Regulations (IASR).  Within these standards, there contained a more detailed explanation of what institutions like Spark Power Corp are required to implement in order to ensure the full compliance of  AODA by 2025.

In an attempt to fulfill this commitment, and to meet its obligations under the standards of the AODA, Miura Canada Co., Ltd. has reviewed its policies, practices, facilities and services and has put together the following multi-year plan.

This multi-year plan will serve as a template for Miura Canada Co., Ltd. to review and redress barriers which may currently appear in its daily operations and will ensure that new policies, procedures, facilities and services will take into account the needs and rights of persons with disabilities in accordance with the requirements of the AODA.

For more information, please download our complete Multi-Year Plan.

Multi-Year Accessibility Plan

Statement of Commitment to Accessibility              

Miura Canada Co., Ltd. (Miura or the company) is committed to providing a barrier-free environment for our clients/customers, employees, job applicants, and other stakeholders who enter our premises and access our information.  As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act (2005), Customer Service Standard, and the Integrated Accessibility Standards Regulation for Information and Communications, Employment, and Transportation, and eventually, for the Built Environment.

Our organization is committed to ensuring our compliance with accessibility legislation by incorporating policies, procedures, training for employees, and best practices. We will review these policies and practices on a regular basis. Our commitment to making our organization accessible to everyone includes the integration of accessibility legislation with our policies, procedures, and training. We are committed to reviewing and incorporating the following with our employees:

• Ensuring that employees, who develop policies, hire/manage staff and/or provide goods and services to customers are aware of the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005;
• Ensuring that our employment practices including (but not limited to) recruitment, candidate evaluation, and selection provide accommodation as needed and that employees and applicants are aware that accommodation is available;
• Ensuring that our emergency response plan includes accommodations for any employee requiring it, and that these plans are available upon request;
• Ensuring that individual workplace accommodation plans are developed and implemented as required;
• Ensuring our compliance with the Customer Service Standard; and
• Ensuring our compliance with the Integrated Accessibility Standards Regulation, including the development and implementation of a multi-year plan addressing how our company intends to continually improve in terms of accessibility for all.

This plan has been developed by our Accessibility Advisory Committee in accordance with the Integrated Regulation. It outlines a strategy to prevent and remove barriers and address the current and future requirements of the AODA. It will be provided in an alternative format upon request.

Section 1: Report on measures already implemented for 2012-2017

From 2012-2017, Miura will continue to comply with the Accessibility Standards for

Customer Service Regulation and continue to implement initiatives to enhance accessibility in other areas under the Integrated Accessibility Standards Regulation -Standards for Employment, Information and Communications. When the Accessibility Standards for the Built Environment becomes law, the same will apply.

This section includes a summary of the initiatives Miura implemented on or before January

1, 2012 and have continued to implement from 2012-2017.

1. Standards for Customer Service

 Miura met compliance with the requirements set out in the Accessible Customer Service

Standard Regulation by:

• Establishing policies, procedures and practices for providing goods and services to persons with disabilities, and posting these on the website.
• Providing accessibility awareness, AODA and customer service standard training to all staff that interact, or may interact, with persons with disabilities on behalf of the company or are involved in the creation and implementation of policies, practices and procedures for the company.
• Developing a feedback form and making it available at all locations. In addition, information on the accessible online feedback form has been added to the corporate website.
• Creating a customer service policy that highlights information about accessibility requirements under the AODA
• Reporting compliance to the Accessibility Directorate of Ontario
• Tracking attendance for accessibility training courses.

2. Emergency response and evacuation plans under the IASR Standards for Information and Communications and Employment

• There are currently no persons with disabilities that require accommodation to our emergency response and evacuation plan procedures, but will be addressed on an individual basis as need arises.
• The emergency response plan and public safety information is available to the public in an accessible format or with appropriate communication supports upon request.
• Individualized emergency response information is reviewed when:

1. An employee moves to a different location in the organization
2. an employee's overall needs or plans are reviewed
3. when reviewing general emergency response policies

No changes to plan required, plan was last updated April 2018

Section 2: Report on planned measures to identify, remove and prevent barriers in 2012-2017

Miura's accessibility plan focuses on four areas. These initiatives will support compliance with the existing Accessibility Standards for Customer Service. They will also help us enhance accessibility on other areas -information and communications, employment, and the built environment.

1. Standards for Customer Service

Miura is committed to ensuring that people with disabilities continue to receive accessible goods and services beyond January 1, 2012. This means they will receive goods and services with the same high quality and timelines as others per the customer service issued January 1, 2012.

Commitment

Company has adopted the accessible customer service policy and procedures.

Identification of barriers

Miura has currently not identified any customers with known disabilities. We have not received any information through our feedback process to date but will respond accordingly if we do receive feedback.

Planned action(s)

To meet ongoing compliance with the Accessibility Standards for Customer Service Regulation requirements and removal of barriers to persons with disabilities, Miura will:

• Continue to highlight the CS Policy in training activities
• Consider accessibility-related feedback received through all channels (i.e., online feedback form, correspondence, inquiries etc.) by assessing and responding to feedback as required.
• Assess premises and other areas where barriers may exist that prevent customer access to our goods and services.
• Continue to track and report on training compliance.
• Encourage staff to consider accessibility when planning meetings and events with customers, including vendors and suppliers.

2. Standards for Integrated Accessibility General Requirements

2.1 Statement of organizational commitment to accessibility and policies for employment and information and communications

To implement a statement of commitment and policies on how Miura will achieve accessibility through meeting the IASR's requirements.

Identification of barriers:

Miura will assess physical, attitudinal and communication barriers across the company to ensure we remove and prevent barriers to access for persons with disabilities in our organization.

Actions:

• A statement of organizational commitment that addresses how Miura will achieve accessibility through meeting the IASR's requirements.
• Miura's statement of commitment will be made available to the public on the premises and on the corporate website.
• Miura's statement of commitment will be available in an accessible format upon request. We will consult with the person with a disability when identifying the appropriate format.
• Policies will be created to address how accessibility will be achieved through our employment practices as well as information and communications

2.2 Accessibility plan maintenance

Commitment:

Establish, implement and maintain a multi-year accessibility plan, which outlines the organizations strategy to prevent and remove barriers and meet its requirements.

Post the accessibility plan on the organizations website and provide the plan in accessible format upon request.

Review and update the accessibility plan at least once every 5 years.

2.3 Procurement or acquisition of goods, services, or facilities

Not required for private sector.

2.4 Self-service kiosks

Miura does not employ self service kiosks at this time.

If Miura does ever employ self service kiosks, accessibility features will be taken into account when designing, purchasing or obtaining the kiosks.

2.5 Training

Commitment:

To implement a process for ensuring that all employees, volunteers, persons who deal with customers and the public on the company's behalf, and persons participating in the development and approval of the company's policies, practices and procedures receive the appropriate training that meets the requirements under the Integrated Regulation.

Action(s):

Miura has:

• Provided training on the requirements of the Integrated Regulation and on the Human Rights Code as it pertains to persons with disabilities to all employees, volunteers, contractors, other third parties who interact with persons with disabilities on behalf of the company and persons involved in the creation of policies
• Keep and maintain a record of the dates when training is provided and the number of individuals to whom it was provided
• Provide training in respect to any changes to policies on an ongoing basis

2.6 Physical Maintenance

3. Standards for Information and Communications

Miura is committed to making company information and communications accessible to people with disabilities.

Commitment:

Miura will incorporate new accessibility requirements under the information and communications standard to ensure that its information and communications systems and platforms are accessible and provided in accessible formats that meet the needs of persons with disabilities. Miura will endeavour to provide necessary communication supports in a timely manner.

Identification of barriers:

Miura will assess its communication methods and attitudes to identify and remove barriers to information and communications with people with disabilities. Potential barriers include:

• Updating to the WCAG 2.0 level A
• Providing all details in various languages and formats
• Feedback options online

Planned actions:

To meet compliance with the Accessibility Standards for Information and Communications under the IASR requirements and remove barriers to persons with disabilities, Miura will:

• Upon request, provide or arrange for the provision of accessible formats and communication supports to persons with disabilities in a timely manner, taking into account the persons accessibility needs
• Post the accessibility plan on the company's website (If or when a website is developed)
• Post a statement on the website about accessibility and the availability of accessible formats and communication supports. (If or when a website is developed)
• Work with the IT Department to make our website accessible per WCAG2.0 standards (If or when a website is developed)
• Develop web accessibility guidelines(If or when a website is developed)
• Remove barriers through implementation of the website accessibility guidelines and the generation of reports identifying accessibility barriers (If or when a website is developed)
• Ensure new internet websites and web content on those sites conform to WCAG 2.0 Level A by January 1, 2014(If or when a website is developed)
• Ensure all websites and web content conform to WCAG 2.0 Level AA other than success criteria 1 .2.4 Captions (Live) and success criteria 1 .2.5 Audio Descriptions (Pre-recorded) by January 1, 2021 (If or when a website is developed)

Feedback process:

• Make additional changes to the customer service feedback form so that it can be used for all accessibility feedback, including information & communications

4. Standards for Employment

Miura is committed to fair and accessible employment practices that attract and retain talented employees with disabilities.

4.1 Recruitment

Commitment:

Miura will incorporate new accessibility requirements under the employment standard to ensure that barriers in recruitment are eliminated and corporate policies are followed where applicable.

Identification of barriers:

Miura will assess recruitment policies, practices and procedures, methods and attitudes to identify and remove barriers to employment of people with disabilities.

Planned action(s):

To meet compliance with the Accessibility Standards for Employment under the Integrated Regulation requirements and to remove barriers to persons with disabilities in recruitment, Miura will:

• In job advertisements, specify that accommodation is available for applicants with disabilities
• Notify employees and the public about the availability of accommodation in its recruitment processes for applicants with disabilities
• If the selected applicant requests an accommodation, consult with the applicant and arrange for the provision of a suitable accommodation in a manner that takes into account the applicants accessibility needs
• When making offers of employment, notify the successful applicant of policies for accommodating the employees with disabilities

4.2 Support Information for employees    

Commitment:

Miura will incorporate new accessibility requirements under the Employment standard to ensure that barriers in information that supports employees are eliminated and corporate policies are followed where applicable.

Identification of barriers:

Miura will assess its supporting documents, policies, practices and procedures, methods and attitudes to identify and remove barriers to employment of people with disabilities regularly.

Planned action(s):

To meet compliance with the Accessibility Standards for Employment under the Integrated Regulation requirements and to remove barriers to persons with disabilities, Miura will:

• Inform current employees and new hires soon after they begin employment of Miura's policies supporting employees with disabilities, including, but not limited to, policies on the provision of job accommodations that take into account an employee's accessibility needs due to disability
• Provide information under this section to new employees as soon as practicable after they begin their employment
• Keep employees up to date on changes to policies
• Provide accessible formats and communication supports to any employees who request them. If requested, the employer will consult with the employee to provide or arrange for provision of accessible formats and communication supports for:
  • information that is needed in order to perform the employee's job
  • information that is generally available to employees in the workplace

4.3 Documented individualized plans (i.e. return to work plan, accommodation plan)

Commitment:

Miura will incorporate new accessibility requirements under the employment standard to ensure that barriers in accommodation and other plans that support the employees are eliminated and corporate policies are followed where applicable.

Identification of barriers:

Miura will assess its return to work and accommodation plans, policies, practices and procedures, methods and attitudes to identify and remove barriers to employment of people with disabilities.

Planned action(s):

To meet compliance with the Accessibility Standards for Employment under the Integrated Regulation requirements and remove barriers to persons with disabilities, Miura will:

• Include in the process the manner in which the employee requesting accommodation can participate in the development of the plan
• Include in the process the means by which the employee is assessed on an individual basis
• Provide an individualized accommodation plan in writing to any employee with a disability
• Include in the process the manner in which the employer can request an evaluation by an outside medical or other expert, at the employer's expense, to assist the employer in determining if and how accommodation can be achieved
• Provide an individualized return to work plan in writing for any employee who has been absent from work due to a disability and requires disability related accommodations to return to work
• Take steps to protect the privacy of the employee's personal information
• Outline the frequency in which individual accommodation plans will be reviewed and updated and the manner in which it will be done
• Provide the employee with the reasons for the denial if the individual accommodation plan is denied
• Include any individualized workplace emergency response information
• Identify any other accommodation that is to be provided to the employee

4.4 Performance assessment, career development and advancement, and redeployment

Commitment:

Miura will incorporate new accessibility requirements under the employment standard to ensure that barriers in performance assessment, career development and advancement, and redeployment are eliminated and policies are followed where applicable.

Identification of barriers:

Miura will assess its performance reviews, career development and advancement, redeployment programs, policies, practices and procedures, methods and attitudes to identify and remove barriers to employment of people with disabilities.

Planned action(s):

To meet compliance with the Accessibility Standards for Employment under the Integrated Regulation requirements and to remove barriers to persons with disabilities, Miura will:

• Take the accessibility needs of employees with disabilities and their individualized accommodation plans into account:
  • when assessing their performance
  • in managing their career development and advancement
  • when redeploying them
• Take into account the accessibility needs of employees with disabilities when providing career development and advancement to its employees with disabilities
• Take into account the accessibility needs of employees with disabilities when redeploying employees

5. Standards for transportation

This standard does not apply to Miura.

6. Standards for the Built environment

Miura is committed to greater accessibility in, out of, and around the buildings we use. When the standard comes into force or when possible before that happens, Miura will ensure that facilities incorporate the standards for barrier-free design as existing spaces are renovated and/or new spaces are obtained. Any new builds or redeveloped public spaces will comply with the 2017 compliance regulations.