Accessibility

Accessibility Policy

This Accessibility Policy outlines the strategy of M&B Quality Shoe Care to achieve accessibility and otherwise meet the requirements of the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”).

M&B Quality Shoe Care is committed to treating all people in a way that allows them to maintain their dignity and independence. M&B Quality Shoe Care believes 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 AODA.

M&B Quality Shoe Care is committed to providing our services, programs, goods and facilities to persons with disabilities in a manner that:

Is free from discrimination
Seeks to provide integrated services
Is in an accessible format, and
Takes into consideration a person’s disability

The Company has appointed an Accessibility Coordinator who will provide primary oversight and guidance on the implementation of AODA accessibility standards, in conjunction with the human resources, legal, information technology, as well as other members of the management team. They will prepare accessibility reports, facilitate access for persons with disabilities to the building or premises, and address all other matters to comply with the AODA.

As appropriate, the Accessibility Coordinator, in conjunction with legal, will also support and work with managers, supervisors and employees to ensure ongoing compliance, to remove barriers, and to improve accessibility. The Accessibility Coordinator will review the Company’s various

accessibility policies, practices and procedures at least once every calendar year. The Vice President of Human Resources shall act in the role of the accessibility coordinator for M&B Quality Shoe Care.

The Company will develop, implement and maintain any other accessibility policies, plans or procedures and take all other measures as may be required by the AODA or any of the regulations or accessibility standards.

M&B Quality Shoe Care will maintain a Multi-Year Accessibility Plan (“Accessibility Plan”) which will be made available in an accessible format, upon request. The Accessibility Plan will be reviewed and updated regularly, but no less than once every five (5) years. In addition, the Company will maintain policies governing how we will meet our requirements under the AODA, including policies related to customer service, employment, information and communication. The Company will provide copies of these policies in an accessible format, upon request.

M&B Quality Shoe Care is committed to meeting the communication needs of people with disabilities. We will consult with people with disabilities to determine their information and communication needs. Accessible formats and communication supports are available upon request. The Company’s commitment does not necessarily apply to products and product labels, unconvertible information or communications and information that our Company does not control directly or indirectly through a contractual relationship. If it is determined that information or communications are unconvertible, M&B Quality Shoe Care will provide the person requesting the information or communication with an explanation as to why the information or communications are unconvertible as well as a summary of the unconvertible information or communications.

In accordance with the AODA, the Company will provide training to employees, volunteers and other staff on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of the employees, volunteers and other staff. This training will include instruction on the following:

Purposes and requirements of the AODA, including the Customer Service Standard (Regulation 429/07) and the Integrated Accessibility Standards (Regulation 191/11)
How to interact and communication with persons with various types of disabilities as well as those who use an assistive devices, or require the assistance of a service animal or support person
How to use equipment or devices available from the Company that may help with the provision of goods or services to a person with a disability
What to do if a person with a particular type of disabilities is having difficulty accessing our goods or services

Training will take place as soon as practicable and upon completion the Accessibility Coordinator will keep a record of the training provided, including the date on which the accessibility training took place and the number of people trained.

The Accessibility Coordinator, as well as managers and supervisors of M&B Quality Shoe Care, will monitor existing and new practices and procedures to ensure compliance. A failure by any employee to comply with this Accessibility Policy, the Multi-Year Accessibility Plan, the Customer Service Policy, or any other policy, practice or procedure related to accessibility issues, the removal of barriers, or the Human Rights Code, may result in corrective action taken against the offending employee, up to and including dismissal.

For more information on this or any other accessibility policy, or to receive a copy of any of the policies or other documents or records required by the AODA, please contact the Company’s Accessibility Coordinator / Vice President of Human Resources at:

Email: info@mandb.ca
Phone: 905-790-0650
Address: 120 Midair Ct

This Accessibility Policy will be made publicly available. Accessible formats of this document are available for free, upon request.

AODA Accessibility Statement

M&B Quality Shoe Care (collectively, “M&B Quality Shoe Care”, “us”, “we”) is committed to providing an exceptional customer service experience that is inclusive and accessible to all individuals. We are dedicated to promptly addressing the needs of individuals with disabilities by proactively removing accessibility barriers, in alignment with the principles outlined in the Accessibility for Ontarians with Disabilities Act (AODA).

We understand the importance of effective communication. Our team is trained to provide information, answer questions, and assist clients using various communication methods. If you require information in an alternative format or have communication preferences, please inform us, and we will accommodate your needs.

M&B Quality Shoe Care is actively working to ensure our physical facilities are accessible to everyone. We are making necessary enhancements to remove barriers and provide a welcoming environment for all visitors.

M&B Quality Shoe Care recognizes the importance of assistive devices in promoting accessibility. Our staff is trained to interact with and accommodate individuals who use such devices and will ensure a seamless experience during your interactions with us.

We appreciate the significance of support persons and service animals in enabling full participation. Additionally, service animals are allowed on our premises in compliance with relevant guidelines. We encourage all patrons who are in need of a support person or service animal to have one accompany you during your interactions with us.

M&B Quality Shoe Care is dedicated to providing information in formats that are accessible to all. If you require documents, brochures, or other materials in an alternative format, please let us know, and we will gladly work to accommodate your request.

We are dedicated to continuous improvement in our customer service practices. As part of our efforts, we conduct regular training sessions for our staff to ensure they are well-versed in providing inclusive services to individuals of all abilities.

Your insights and suggestions are invaluable to us. If you have ideas on how we can enhance our customer service accessibility or if you've encountered any challenges, please share your feedback with us. Contact us through:

Email: info@mandb.ca
Phone: 905-790-0650
Address: 120 Midair Ct

M&B Quality Shoe Care is resolute in its mission to create an environment where all clients, regardless of their abilities, can engage with us confidently. Your support in helping us achieve this goal is deeply appreciated.

Accessible Customer Service Policy

1.1

M&B Quality Shoe Care strives to establish and uphold a climate of mutual respect, ensuring that all individuals accessing our services, goods, and facilities are able to do so irrespective of any disability they may have. This policy is created in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and specifically the Accessibility standards for customer service. Our business practices and policies will strive to ensure that all of our policies, practices, and procedures are consistent with the core principles as outlined in the AODA, which include:

1.1.1 Dignity

Goods and services and access to our facilities are to be provided to all persons with disabilities in a manner that is respectful to the person, and all such persons shall be treated as valued customers deserving of service.

1.1.2 Equality of Opportunity

Every person with a disability is entitled to be given an opportunity to obtain, use, and benefit from our goods, services, and facilities equal to that of any of our other customers.

1.1.3 Integration

Any person with a disability is entitled to benefit from our goods, services, and facilities in the same place and in the same or a similar manner as any other customer. This may require a different format and maintaining a flexible approach wherever possible, considering the person’s individual needs. The objective is to attempt inclusiveness and full participation to the extent possible.

1.1.4 Independence

Goods and services and access to our facilities shall be provided in a manner that respects the independence of persons with disabilities and means respecting the person’s right to independence, and their right to choose the manner in which they receive services. Any assistance offered must be accompanied with the consent of the person it is being offered to.

2.1

This policy applies to all employees, directors, and officers of our Company who deal with customers in Ontario, including persons who act as our agents (such as contractors and independent consultants), and to all persons who are responsible for developing and updating policies regarding business with customers in Ontario.

3.1

Disability – means the same under the AODA as it does under the Ontario Human Rights code:

3.1.1

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

on, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on an assistance animal, wheelchair, or other remedial appliance or device

3.1.2

A condition of mental impairment or developmental disability

3.1.3

A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols as spoken language,

3.1.4

A mental disorder, or

3.1.5

An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act.

3.2

Customer - refers to anyone who is in receipt of the goods and services we provide, whether the person is a member of the general public, the end-user of our goods or services, a distributor, or a representative of another organization.

3.3

Employee - refers to all employees, officers, directors, students, volunteers, or contractors of M&B Quality Shoe Care who deal with any of our customers (or potential customers) in Ontario, whether working on a full-time or part-time basis.

For the purposes of the policy, an “assistive device” is a tool, technology, or other mechanism that enables a person with a disability to maintain their independence in everyday life by performing tasks and activities such as moving, communicating, or lifting.

In order to promote understanding of the content and intent of the communication, all communication with people with disabilities will be done in a manner that considers the disability. To that end, persons using assistive devices will be permitted – where possible, and where permitted by law – to use those devices while on any part of our premises which are open to the public. It is understood, however, that the use and safety of any personal assistive device is the responsibility of the person with the disability.

Where an assistive device cannot be used due to an impeding factor, attempts will be made to remove the impeding factor, or the person with the disability will be asked how they can be accommodated, and/or what alternative methods may be available to assist the person in accessing our goods, services, or facilities. Some of the assistive devices which are currently available internally which may assist with communication issues include: telephones, email, video conferencing system, and pen and paper. Other assistive devices which may assist with removing other barriers to accessibility might include: elevators, ramps, wheelchair accessible washrooms, automatic doors, and low-height counters. All employees will be trained on how to communicate with persons with disabilities, as well as in how to effectively use each of the aforementioned assistive devices, as appropriate for their position.

For the purpose of this policy, an animal is a service animal for a person with a disability if:

1. It is readily apparent that the animal is used by a person with a disability for reasons relating to their disability; or

2. The person provides a letter from a physician or nurse confirming the need for the animal for reasons relating to a disability.

This includes any animal used by a person with a disability for reasons relating to the disability, such as guide dogs, hearing alert animals, seizure alert animals, and psychiatric service animals. A person with a disability who is accompanied by a service animal is permitted access to all the parts of the company’s premises that are open to the public, provided that the animal is not otherwise excluded by law. If for some reason the service animal is excluded by law, M&B Quality Shoe Care will attempt to find an alternate means within a reasonable time frame to provide the person with an alternate method of accommodation. If it is not readily apparent that the animal is a service animal, M&B Quality Shoe Care reserves the right to ask the person with the disability to provide a letter from a physician or nurse confirming that the person requires the animal for reasons relating to their disability. However, the decision about whether to request such a letter shall be made by the most senior manager. Staff will receive training on how to interact with a person with a disability who is accompanied by a service animal.

For the purposes of this policy, a support person is any person who accompanies a person with a disability in order to assist that person with their disability, such as helping with mobility issues, communication, personal or medical needs, or with accessing goods or services. A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. To preserve confidentiality, consent forms which authorize M&B Quality Shoe Care to discuss confidential information in the presence of the support person may have to be signed by both the customer as well as the support person. Staff will receive training on how to interact with persons with disabilities who are accompanied by a support person, including:

Communicating directly with the customer, rather than the support person
Addressing potential issues of confidentiality.

In the event of a planned or unexpected disruption to our services or facilities, such as access to our building, we will notify customers promptly of any such planned or unexpected disruption as follows.

Where a meeting is scheduled with a customer, the customer shall be notified of the temporary disruption by email in advance of the meeting so that appropriate alternative arrangements can be made.
The information will be posted in a conspicuous place on the website
A copy of the notice will be posted at the entrance of all affected buildings operated by the company to which the public have access

Where possible, the notice will be posted a minimum of one (1) week in advance of any planned or expected shutdowns. The posted notice will include information about:

The date, time, and location of the disruption
The reason for the disruption
The anticipated length of time, and
A description of alternative facilities or services available, if any.

Training will be provided to everyone covered by this Policy and will include ongoing training when changes are made to this Policy, or any related change to other policies, practices or procedures. This training will be provided to all new employees as soon as possible following hiring, but no later than one month after hiring. Records of this training will be kept on file. Training will include:

An overview of the AODA
The specific requirements of the Customer Service Standard
A review of this Policy
How to interact and communicate with people with various disabilities and with those who use assistive devices or require the assistance of a service animal or support person
How to use the assistive devices we already have
What to do if a person with a disability is having difficulty accessing our goods, services or facilities