ACCESSIBLE CUSTOMER SERVICE PLAN
PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES
Warner Music Canada Co. (WMC) recognizes the worth and dignity of every person and is committed to excellence in serving all our customers and clients, including people with disabilities. The purpose of this Policy is to reaffirm our continuing support of various legislation, including but not limited to, the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).
This policy applies to all directors, officers and employees of Warner Music Canada Co., regardless of title or tenure. Moreover, we will encourage all those who conduct business with WMC (e.g. vendors, consultants, business partners, visitors, etc) and anyone on the WMC payroll, to conduct themselves in a manner consistent with this Policy and its related policies.
Definition of Disability
As defined by the AODA, the term “disability” includes:
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 coordination, 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.
(i) Assistive Devices:
Persons with disabilities who use an assistive device will be able to access our goods or services. An assistive device is any piece of equipment a person with a disability uses to help them with daily living. Some examples include a: wheelchair, walker, oxygen tank, screen reader, listening device or cane.
We will communicate with people with disabilities in ways that take into account their particular needs and circumstances.
(iii) Service Animals:
We welcome people with disabilities and their service animals, including dogs and other animals that may be trained to help people with disabilities. Service animals are allowed on the parts of our premises that are open to the public, and in our offices. If a service animal is excluded by law, where possible we will provide other appropriate alternatives to access our goods or services.
(iv) Support Persons:
We welcome people with disabilities who are accompanied by a Support Person. A person with a disability who is accompanied by a Support Person will be allowed to have that person accompany them on our premises and will be able to access our goods or services.
(v) Notice of Temporary Disruptions:
In the event of a planned or unexpected disruption to services or facilities that may be accessed by persons with disabilities, WMC will provide notice. This 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.
Method of notice will depend on the circumstances, but may include postings on our entrance doors, in our lobby area, on our Company website, or an automated message on the applicable telephone lines.
WMC will provide training to employees, interns, volunteers and others who deal with the public or other third parties on our behalf. Training will be provided on an ongoing basis to ensure continued compliance with the AODA.
Training will include the following:
a. An overview of the AODA, and the requirements of the customer service standard.
b. How to interact with people with various types of disabilities.
c. How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person.
d. How to use equipment or assistive devices that may be available on our premises to assist people with disabilities.
e. What to do if a person with a disability is having difficulty accessing our goods or services.
Customers who have questions or wish to provide feedback on the way WMC provides goods and services to people with disabilities can contact our Human Resources department at firstname.lastname@example.org or (416) 758-1118.