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Zwilling J.A. Henckels Canada Ltd. (the “Company”) is committed to meeting the accessibility needs of people with disabilities in a timely manner and meeting the requirements of the Accessibility for Ontarians with Disabilities Act, 2005.
The Company’s Multi-Year Accessibility Plan is available on the Company’s website. The Company’s Accessibility Policy and Accessibility Standards for Customer Service Policy (including the Company’s policies on the use of service animals and support persons, temporary disruptions, feedback and customer service training) are also publicly available for review in the Company’s office. These documents are also otherwise available, upon request.
The Company will, upon request, provide or arrange for accessible formats and communication supports for persons with disabilities, in a timely manner that takes into account the person’s accessibility needs due to a disability, at no additional cost. The Company will consult with a person making such a request to determine their accessibility needs and the appropriate supports or formats.
The Company provides the public with the opportunity to communicate feedback on service provided to persons with disabilities. The Company’s feedback processes can be accessed with accessible formats and communication supports, upon request.
Accommodations are available for applicants with disabilities in the Company’s recruitment processes.
Zwilling J.A. Henckels Canada Ltd. (the “Company”) is committed to the principles and goals of the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and the Customer Service Standards set out in the Integrated Accessibility Standards Regulation (“Customer Service Standards”).
Purpose
The purpose of this Policy is to outline the practices and procedures approved by the Company in order to meet its obligations under the AODA and specifically, the Customer Service Standards.
Guiding Principles and Scope of Policy
The Company is committed to excellence in serving all customers, including persons with disabilities, and will use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles:
To ensure the best possible customer service, the Company encourages open two-way communication and expects persons with disabilities to communicate their need for accommodation or assistance if it is not readily apparent how that need can be met.
Application
This Policy applies to all employees, volunteers, every person who participates in developing the Company’s policies, practices and procedures governing the provision of goods or services to the public, and every other person who deals with members of the public or other third parties on behalf of the Company.
Communication, Support Persons, Service Animals and Assistive Devices
The Company is committed to communicating with persons with disabilities in ways that take into account the person’s disability. The Company will work with persons with disabilities to provide alternative communication formats that will meet their needs as promptly as feasible, to provide information to customers in an alternative format that will meet their needs in a timely fashion, and, if telephone or other used forms or communication are not suitable for a customer’s needs, to provide alternative forms of communication, to the extent required by law.
People with disabilities may use their own personal assistive devices, service animals (as defined by the Customer Service Standards) or be accompanied by support persons (as defined by the Customer Service Standards) while obtaining any service provided by the Company. Service animals are permitted on the parts of our premises that are open to the public, unless excluded by law.
The Company may require a person with a disability to be accompanied by a support person, but only if, after consulting with the person with a disability and considering the available evidence, the Company determines that the support person is necessary to protect the health and safety of the person with the disability or of others on the premises, and there is no other reasonable way to protect the health or safety of the person with the disability or others on the premises.
Training
The Company will ensure that the following persons receive training about the provision of goods, services and facilities to persons with disabilities: all of the Company’s employees and volunteers, every other person who deals with members of the public or other third parties on behalf of the Company, and every person who participates in developing the Company’s policies, practices, and procedures governing the provision of goods, services or facilities to members of the public or other third parties.
This training will be provided to each person as soon as practicable and on an ongoing basis in connection with changes to the policies, practices and procedures governing the provision of the Company’s services to persons with disabilities
The training will include instruction on:
To the extent required by the Customer Service Standards, the Company will keep records of the training provided, including dates on which training is provided and the number of individuals in attendance.
Notice of Temporary Disruptions
The Company will provide public notice in the event of a planned or unexpected disruption to services for or facilities used by persons with disabilities. Such notices will include information about the reason for the disruption, how long the disruption is expected to last, and a description of any alternative services or facilities, if available.
When disruptions occur the Company will provide notice by:
Feedback Process
Feedback regarding the way the Company provides services to persons with disabilities and feedback about the feedback process itself can be made through the website via contact us, by telephone, through email, or by other means as required.
Feedback by telephone, mail or through email should be directed to:
Customer Service
1-800-775-6020
435 Cochrane Drive, Markham Ontario, L3R 9R5
Where possible, concerns will be addressed immediately. However, some concerns may require more time and consideration. Customers can expect to hear back from the Company promptly, either with details on the resolution of the concern or, in more complex cases, on the steps being taken by the Company to resolve the concern.
The Company will provide or arrange for accessible formats or communication supports to ensure the feedback process is accessible to persons with disabilities, upon request.
Availability of Documents
This Policy incorporates all of the document requirements under the Customer Service Standards, and is available upon request. When a request is made for this Policy by a person with a disability, the Company will provide the document or the information contained in the document in a format that takes into account the person’s disability.
DOWNLOAD PDF: Zwilling- Accessibility Policy and Multi-Year Accessibility Plan