Purpose
RECIPE is committed to providing a positive guest experience for all guests. This includes providing accessible and equitable guest service.
RECIPE will provide its goods and services in a way that respects the dignity and independence of guests with disabilities. Guests with disabilities will be given the same opportunity to access and benefit from RECIPE’s goods and services in a similar way as other guests.
RECIPE is committed to meeting accessibility requirements under all applicable provincial accessibility legislation.
This policy outlines the provision of goods and services to guests with disabilities, including the use of assistive devices, service animals, and support persons. It also covers notices of temporary disruptions, training, guest feedback, and the availability and format of certain documents.
Accessibility Plan
RECIPE has developed and will continue to maintain a Multi-Year Accessibility Plan outlining the company’s strategy to prevent and remove barriers and improve opportunities for people with disabilities.
The Multi-Year Accessibility Plan will be reviewed and updated, where applicable, at least once every five years and posted on the company’s website. Upon request, RECIPE will provide a copy of the Accessibility Plan in an accessible format.
Providing Goods and Services to Guests With Disabilities
RECIPE will make every reasonable effort to ensure its policies, practices, and procedures are consistent with the principles of dignity, independence, integration, and equal opportunity by:
- Ensuring all guests receive the same value and quality.
- Allowing guests with disabilities to access goods and services in their own way and at their own pace, provided this does not create a safety risk.
- Using alternative methods where possible so guests with disabilities can access the same services in the same place and in a similar manner.
- Taking individual needs into account when providing goods and services.
- Communicating in a way that takes a guest’s disability into account.
Information and Communications Standards
RECIPE will communicate with guests with disabilities in ways that take their disability into account. Service teammates will be trained on how to effectively interact and communicate with guests with various types of disabilities.
Feedback
RECIPE welcomes feedback on how it provides goods and services to guests with disabilities. Feedback may be provided in person, by telephone, by mail, by email, or by website submission.
RECIPE will continue to ensure that its feedback process is accessible by providing or arranging accessible formats and communication supports upon request.
Accessible Formats and Communication Supports
Upon request, RECIPE will provide, or arrange to provide, information in an accessible format and with communication supports in a timely manner, taking into account the guest’s accessibility needs.
RECIPE will consult with the person making the request to determine the suitability of an accessible format or communication support. RECIPE will also notify the public about the availability of accessible formats and communication supports by posting information on its website or by another reasonable method.
Accessible Websites and Web Content
RECIPE will ensure that its websites and web content conform to the World Wide Web Consortium Web Content Accessibility Guidelines, except where this is not practicable.
Telephone Services
RECIPE is committed to providing accessible telephone service to all guests. Teammates will be trained to communicate clearly, slowly, and in plain language over the telephone.
Where telephone communication is not suitable or available, RECIPE will offer to communicate by email, fax, or letter.
Use of Assistive Devices
An assistive device is a device used by a person with a disability to help them complete everyday tasks independently. Assistive devices may include mobility aids, communication devices, hearing aids, and other accessibility tools.
RECIPE welcomes the use of assistive devices by guests accessing its goods and services. Teammates will be trained on how to interact with individuals who use assistive devices and how to provide alternative service methods where needed.
Billing and Invoices
RECIPE is committed to providing accessible billing and invoices to guests and third-party business partners. RECIPE will answer questions about the content of billing and will make alternative formats available upon request.
Use of Service Animals and Support Persons
Service Animals
An animal is considered a service animal for a person with a disability if it is readily apparent that the animal is used for reasons related to the person’s disability, or if the person provides documentation from a regulated health professional confirming that the animal is required for reasons related to the disability.
Guests with disabilities accompanied by a service animal are welcome at RECIPE properties when accessing goods and services, unless the animal is excluded by law. If a service animal is legally excluded, RECIPE will provide alternative measures to enable the guest to access its goods and services.
RECIPE will ensure teammates are trained on how to interact with guests with disabilities who are accompanied by a service animal.
Support Persons
A support person is someone who accompanies a guest with a disability to help with communication, mobility, personal care, medical needs, or access to goods and services.
A guest with a disability who is accompanied by a support person will be allowed to enter RECIPE premises together with the support person and will not be prevented from having access to that support person while on the premises.
All support persons are welcome at RECIPE properties. Where the presence of a support person is required, any applicable admission fee will be waived. Support persons will not be included where group gratuity fees apply.
Notice of Disruptions to Service
RECIPE will provide notice of planned or unexpected disruptions to services or facilities usually used by guests with disabilities. The notice will include the reason for the disruption, the expected duration, and any alternative facilities or services that may be available.
Notice will normally be posted on the website and may also be posted on the premises where appropriate.
Employment Standards
Recruitment
RECIPE will notify teammates and the public about the availability of accommodation for applicants with disabilities during the recruitment process.
Recruitment, Assessment, or Selection Process
RECIPE will notify job applicants selected to participate in an assessment or selection process that accommodations are available upon request.
If a selected applicant requests accommodation, RECIPE will consult with the applicant and provide or arrange suitable accommodation in a way that takes into account the applicant’s accessibility needs.
Notice to Successful Applicants
When making offers of employment, RECIPE will notify successful applicants of its policies for accommodating teammates with disabilities.
Training
RECIPE will provide training to teammates, volunteers, and third-party business suppliers who engage with guests. Training will also be provided to anyone involved in developing or influencing guest experience policies, practices, and procedures.
Training will be recorded and updated when changes are made to accessibility policies, practices, or procedures. Training will be provided within the first week of employment.
Training will include:
- The purpose of accessibility requirements under applicable provincial legislation.
- How to interact and communicate with people with disabilities in a way that takes their disability into account.
- How to interact with people who use assistive devices or require the assistance of a service animal or support person.
- How to use equipment or devices that may help with the provision of goods and services.
- What to do if a person with a disability is having difficulty accessing goods or services.
- A review of RECIPE’s policies, practices, and procedures relating to accessible customer service.
- Workplace emergency response information.
- Return to work processes.
- Recruitment and accommodation for candidates and teammates with disabilities.
Informing Teammates of Supports
RECIPE will continue to inform teammates of policies used to support guests and teammates with disabilities, including policies on job accommodations that take into account a teammate’s accessibility needs.
This information will be provided to new teammates as soon as practicable after they begin employment.
Workplace Emergency Response
RECIPE will provide individualized workplace emergency response information to teammates with disabilities when necessary and when RECIPE is aware of the need for accommodation.
Where a teammate requires assistance, RECIPE will, with the teammate’s consent, provide workplace emergency response information to the person designated to provide assistance.
RECIPE will review individualized workplace emergency response information when the teammate moves to a different location, when accommodation needs or plans are reviewed, or when RECIPE reviews its general emergency response policies.
Documented Individual Accommodation Plans
RECIPE will maintain a written process for developing documented individual accommodation plans for teammates with disabilities.
If requested, information regarding accessible formats and communication supports will be included in individual accommodation plans. Plans will also include individualized workplace emergency response information where required and identify any other accommodation to be provided.
Return to Work Process
RECIPE maintains a documented return to work process for teammates who have been absent from work due to a disability and require disability-related accommodation to return to work.
The return to work process outlines the steps RECIPE will take to support the return to work and will include documented individual accommodation plans as part of the process.
This return to work process does not replace or override any other return to work process created by or under another statute.
Modifications to This or Other Policies
RECIPE is committed to developing guest service policies that respect and promote the dignity and independence of persons with disabilities.
No changes will be made to this policy before considering the impact on persons with disabilities. Any policy that does not respect and promote dignity and independence will be modified or removed.
This policy and related procedures will be reviewed as required in the event of legislative changes.
Questions About This Policy
The purpose of this policy is to provide a framework through which RECIPE can provide a positive guest experience for guests with disabilities.
If anyone has questions about this policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to:
In Writing:
RECIPE Unlimited Corporation
199 Four Valley Dr.
Vaughan, ON L4K 0B8
By Phone:
(905) 760-2244
1-800-860-4082
Email:
accessibility@recipeunlimited.com
Website:
www.recipeunlimited.com