Canadale Nurseries Limited is committed to excellence in serving all customers, including people with disabilities.

We strive to provide our goods, services, and facilities in a manner that respects the dignity and independence of people with disabilities. We are committed to giving people with disabilities the same opportunity to access our goods and services, in the same place and in a similar way as other customers.

Our accessible customer service practices are guided by the principles of independence, dignity, integration, and equality of opportunity, in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the Ontario Human Rights Code.

Providing Goods and Services to People with Disabilities

Canadale Nurseries Limited is committed to meeting the needs of people with disabilities in a timely and respectful manner and will do so by preventing and removing accessibility barriers wherever reasonably possible.

People with disabilities are welcome to use their own assistive devices while accessing our goods and services. Assistive devices may include, but are not limited to, wheelchairs, walkers, oxygen tanks, scooters, and communication aids.

Where available, Canadale Nurseries Limited also provides assistive features on site, including:

• An accessible public washroom
• A manual wheelchair (when operationally feasible)

Staff are trained and familiar with the assistive devices and accessibility features available on site and will provide assistance upon request.

Canadale Nurseries Limited will communicate with people with disabilities in ways that take their disability into account.

We will work with individuals to determine the most appropriate method of communication, which may include:

• Verbal communication
• Written communication
• Plain language explanations
• Use of communication aids (such as tablets or other devices)

Accessible formats and communication supports will be provided upon request and in a timely manner.

We welcome people with disabilities and their service animals on the parts of our premises that are open to the public.

If a service animal is excluded due to legal requirements related to health or safety, Canadale Nurseries Limited will work with the individual to find alternative ways to provide access to our goods and services.

A person with a disability who is accompanied by a support person is welcome to have that support person accompany them on our premises.

Staff are trained on how to interact respectfully with customers who are accompanied by a support person.

In the event of a planned or unexpected disruption to services or facilities that people with disabilities rely on (such as an accessible washroom or the availability of a wheelchair), Canadale Nurseries Limited will provide notice as soon as reasonably possible.

The notice will include:

• The reason for the disruption
• The anticipated duration
• A description of alternative services or facilities, if available

Notices will be clearly posted at primary public entrances and, where possible, on the Canadale Nurseries website.

Canadale Nurseries Limited will provide training to all employees, volunteers, and others who deal with the public or act on our behalf.

Training will be provided as soon as practicable after an individual begins their duties and will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the Customer Service Standard
• Canadale Nurseries Limited’s Accessible Customer Service Policy
• How to interact and communicate with people with various types of disabilities
• How to interact with people who use assistive devices, service animals, or support persons
• How to respond if a person with a disability is having difficulty accessing our goods or services
• How to locate and use on-site accessibility features

Training will be updated when changes are made to this policy. Records of training completion will be maintained.

Canadale Nurseries Limited welcomes feedback on how we provide goods and services to people with disabilities.

Feedback may be provided using any of the following methods:

• Email: [email protected]
• Telephone: 519-631-7264
• Fax: 519-631-0818
• In person with a staff member
• By mail to:
  Accessibility Feedback
  269 Sunset Drive
  St. Thomas, ON N5R 3C4

Feedback, including complaints, will be addressed on an individual basis. Customers can expect a response within 5–10 business days. Feedback can be provided in accessible formats upon request.

Any policy of Canadale Nurseries Limited that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

As required under the Accessibility for Ontarians with Disabilities Act, a copy of this Accessible Customer Service Policy is available upon request and is also posted on the Canadale Nurseries website.

Accessible formats of this document are available free of charge upon request.

Canadale Nurseries Limited has a process for receiving and responding to feedback and the process is accessible to people with disabilities upon request. We communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports:

1. In a timely manner, taking into account the person’s accessibility needs due to disability; and
2. At a cost that is no more than the regular cost charged to other persons.

We will consult the person making the request in determining the suitability of an accessible format or communication support. If the organization determines that information or communications are unconvertible, the organization will provide the requester with:

1. An explanation as to why the information or communications are unconvertible; and
2. A summary of the unconvertible information or communications.

We notify the public about the availability of accessible formats and communication supports by:

• Posting the information on the store bulletin board
• Posting the information on our website

We will also meet internationally recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.

Canadale Nurseries Limited notifies employees, job applicants, and the public that accommodations can be made during recruitment and hiring. We notify job applicants in writing when they fill out job applications, as well as when they are individually selected to participate in an assessment or selection process that accommodations are available upon request. We consult with the applicants and provide or arrange for suitable accommodations.

We notify successful applicants of policies for accommodation employees with disabilities when making offers of employment.

We notify staff that supports are available for those with disabilities at orientation or as soon as practicable after they begin their employment. We provide update information to employees whenever there is a change to existing policies on the provision of job accommodation that take into account an employee’s accessibility needs due to a disability.

We will consult with employees when arranging for the provision of suitable accommodation in a manner that takes into account the accessibility needs due to disability. We will consult with the person making the request in determining the suitability of an accessible format or communication supports specifically for:

1. Information that is needed in order to perform the employee’s job; and
2. Information that is generally available to employees in the workplace

Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. With the employee’s consent, we will provide workplace emergency information to a designated person who is providing assistance to that employee during an emergency.

We will provide the information as soon as practicable after we become aware of the need for accommodation due to the employee’s disability.

We will review the individualized workplace emergency response information:

1. When an employee moves to a different location in the organization;
2. When the employee’s overall accommodations needs or plans are reviewed; and
3. When the employer reviews its general emergency response policies.

We have a written process to develop individual accommodation plans for employees.

We have a written process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work.

Our performance management, career development and redeployment processes take into account the accessibility needs of all employees.

Modifications to this or other policies

Any policies of Canadale Nurseries Limited that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

This document is publicly available. Accessible formats are available upon request.

Canadale Nurseries Limited strives to meet the needs of its employees and customers with disabilities and is continually working to remove and prevent barriers to accessibility.

This Multi-Year Accessibility Plan outlines the steps we are taking to meet the requirements of the AODA and to improve opportunities for people with disabilities. It demonstrates our ongoing commitment to making Ontario an accessible province for all Ontarians.

This plan is reviewed and updated at least once every five years and is available to the public.

We provide accessibility training to all employees as soon as practicable after they are hired and provide additional training when policies change. We maintain records of the training provided, including the dates and the number of individuals trained.

Canadale Nurseries Limited has implemented the following accessibility initiatives:

Customer Service

• All staff receive Accessible Customer Service training and review our Accessible Customer Service policies as soon as practicable after being hired.
• Staff are familiar with assistive devices used by customers and those available on site.
• Staff are trained to communicate with people with disabilities in ways that take their needs into account (e.g., using written communication tools such as store iPads).
• Service animals are welcome, and staff are trained on appropriate protocols.
• Support persons are welcomed, and staff receive training on interacting with customers who have support persons present.
• Notices of temporary disruptions to accessible services or facilities are posted when applicable.
• We welcome customer feedback on accessibility and have fair and confidential processes to receive and respond to feedback.
• The physical space has been designed and adjusted with accessibility in mind, including accessible entrances, an accessible public washroom, and the availability of wheelchairs when operationally feasible.

Information and Communications

• Accessible processes are in place for receiving and responding to feedback.
• Information about our organization and services is provided in accessible formats upon request.
• Our Multi-Year Accessibility Plan is available in store and on our website.

Employment

• Canadale Nurseries Limited is an equal opportunity employer, and this commitment is communicated in job postings and recruitment materials.
• Accommodations for applicants and employees with disabilities are available throughout the recruitment, hiring, and employment lifecycle.
• Individual accommodation plans are available for employees with disabilities.
• Return-to-work processes are in place for employees who have been absent due to disability.

Training

• Accessibility training is provided to all employees and volunteers.
• Training is appropriate to the individual’s role.
• Accessible formats of training are available upon request.
• Training is updated when policies change.
• Records of training completion are maintained.

Design of Public Spaces

• Staff lunchroom renovations were completed to improve accessibility.
• Plant table layouts and aisle widths are regularly adjusted to support accessibility.
• Accessible parking spaces and an accessible public washroom are in place.
• An automatic door has been installed at a primary entrance.
• Outdoor checkout areas have been installed to improve accessibility during peak seasons, when necessary.

Customer Service

Canadale Nurseries Limited will continue to provide accessible customer service that meets the needs of people with disabilities.

• Continue to train staff on best practices for serving customers with a range of disabilities.
• Review customer service policies periodically to identify and address new or emerging accessibility barriers.
• Continue to encourage and respond to customer feedback regarding accessibility.

Information and Communications

Canadale Nurseries Limited is committed to making information and communications accessible.

• Continue providing information in accessible formats upon request.
• Review website and digital communications periodically to improve accessibility where feasible.
• Maintain at least one communication device (e.g. tablet, notepad, phone) to assist with accessible customer communication.

Employment

Canadale Nurseries Limited is committed to fair and accessible employment practices.

• Continue to communicate the availability of accommodations during recruitment, hiring, and employment.
• Review accommodation practices to ensure they remain effective and responsive.
• Continue to provide individualized accommodation and return-to-work plans as required.

Training

Canadale Nurseries Limited will continue to provide accessibility training that meets legislative requirements.

• Ensure all employees receive training on AODA requirements and the Ontario Human Rights Code.
• Update training materials as needed to reflect legislative or operational changes.
• Maintain accurate training records.

Design of Public Spaces

Canadale Nurseries Limited will meet accessibility requirements when building or making significant changes to public spaces.

• Continue to consider accessibility when reconfiguring retail, greenhouse, and outdoor spaces.
• Address uneven surfaces, entrances, and high-traffic areas where feasible to reduce barriers.
• Ensure accessible features are maintained in safe working condition.

For more information about this accessibility plan, please contact:

Pauline Intven-Casier
Email: [email protected]
Phone: 519-631-7264

This accessibility plan is publicly available at www.canadale.ca.
Accessible formats of this document are available free of charge upon request.