Accessibility Policy

7.1 Accessible Formats and Communication Supports

Upon request, Farm Boy will provide, or arrange for the provision of, accessible formats and communication supports for information that is available to the public.

Farm Boy will:

• consult with the individual requesting the accommodation to determine the most appropriate accessible format or communication support;
• provide accessible formats and communication supports in a timely manner;
• provide these accommodations at no additional cost beyond the regular cost charged to other individuals;
• notify employees and the public that accessible formats and communication supports are available upon request.

If Farm Boy determines that the requested information cannot be converted into an accessible format because it is not technically feasible or because the required technology is not readily available, Farm Boy will explain why the information cannot be converted and provide a summary of the information in an accessible manner whenever possible.

7.2 Communication with Persons with Disabilities

Employees will communicate with persons with disabilities in a respectful manner that considers their individual accessibility needs.

When appropriate, employees should ask the individual how Farm Boy can best communicate with them rather than making assumptions about the person’s needs or preferred method of communication.

7.3 Feedback Process

Farm Boy welcomes feedback regarding the accessibility of its goods, services, facilities, customer service, and this policy.

Feedback may be provided through any of the following methods:

• in person by speaking with a Store Manager;
• by telephone through the Farm Boy Home Office at 613-247-1007
• by email at customercare@farmboy.ca;
• through the Farm Boy website at www.farmboy.ca
• by mail at: Farm Boy Company Inc. 1427 Ogilvie Road, Ottawa, Ontario K1J 8M7
• by any other accessible communication method requested by the individual.

Farm Boy will ensure that its feedback process is accessible by providing accessible formats and communication supports upon request.

All accessibility-related feedback will be reviewed promptly and directed to the appropriate department for follow-up.

Where contact information is provided, Farm Boy will acknowledge receipt of the feedback and respond within a reasonable timeframe.
Feedback received will be considered as part of Farm Boy’s ongoing commitment to improving accessibility.

7.4 Accessible Emergency Information

Farm Boy is committed to providing publicly available emergency procedures, plans, and public safety information in accessible formats or with appropriate communication supports upon request.

Where an employee has a disability and individualized workplace emergency response information is required, Farm Boy will provide such information as soon as practicable after becoming aware of the need for accommodation.

With the employee’s consent, this information may also be shared with the individual designated to assist the employee during an emergency.

Individualized emergency response information will be reviewed whenever:

• the employee changes work location;
• the employee’s accommodation needs change;
• Farm Boy reviews its emergency response procedures; or
• another review is otherwise necessary.

7.5 Website Accessibility

Farm Boy is committed to ensuring that its public websites and web content are accessible and meet applicable accessibility standards.

Farm Boy will maintain its websites and digital content in accordance with the accessibility requirements established under the Accessibility for Ontarians with Disabilities Act (AODA) and the Integrated Accessibility Standards Regulation (IASR), including applicable Web Content Accessibility Guidelines (WCAG).

Accessibility considerations will be incorporated into the design, development, procurement, and maintenance of digital content and online services whenever practicable.

7.6 Public Documents

This Accessibility Policy, Farm Boy’s Multi-Year Accessibility Plan, and other publicly available accessibility-related documents will be made available in accessible formats upon request. Farm Boy will consult with the person making the request to determine the most appropriate accessible format or communication support and will provide the information as quickly as reasonably practicable.

7.7 Accessibility Policies and Practices

Farm Boy will maintain accessibility policies and practices that support compliance with applicable legislation and promote an inclusive environment. Accessibility considerations will be incorporated into new policies, procedures, operational practices, and organizational initiatives to help prevent the creation of new barriers and improve accessibility throughout the organization.

8. Accessible Customer Service

8.1 Communication

Farm Boy employees will communicate with customers in a manner that takes into account their individual accessibility needs.

Employees are expected to:

• communicate respectfully and patiently;
• consider the customer’s preferred method of communication whenever possible;
• ask how they may best assist when appropriate; and
• avoid making assumptions about a person’s abilities or accessibility needs.

8.2 Assistive Devices

Farm Boy welcomes customers who use personal assistive devices to access our goods, services, and facilities.

Where Farm Boy provides assistive devices or equipment for customer use (although, at this time, we do not provide any assistive devices), the Company will:

• maintain such equipment in good working order;
• ensure employees are familiar with the operation of available equipment; and
• provide assistance, upon request, to help customers access available services.

8.3 Service Animals

Farm Boy welcomes customers who are accompanied by a service animal in all areas of our premises that are open to the public, unless otherwise prohibited by law.

Employees will:

• permit service animals to accompany their handlers while accessing Farm Boy’s goods and services;
• treat customers accompanied by service animals with courtesy and respect; and
• provide an alternative method of accessing goods or services where a service animal is excluded by law.

Employees may request documentation confirming that an animal is a service animal only where permitted by applicable legislation and where it is not readily apparent that the animal is being used for disability-related reasons.

8.4 Support Persons

Customers with disabilities are welcome to be accompanied by a support person while accessing Farm Boy’s goods and services.

Farm Boy will:

• permit support persons to accompany customers throughout publicly accessible areas of its premises;
• ensure customers have access to their support person at all times while on the premises;
• Communicate directly with the customer whenever appropriate while recognizing the role of the support person.

Where permitted by law, Farm Boy may require a support person to accompany an individual only when necessary to protect the health or safety of the individual or others.

8.5 Temporary Disruptions to Accessible Services or Facilities

Farm Boy recognizes that from time to time there may be planned or unexpected disruptions affecting facilities or services that persons with disabilities rely upon.

Where reasonably practicable, Farm Boy will provide notice of the disruption by posting information at the affected location, on the Company’s website, or through other appropriate communication channels.

The notice will include, where available:

• the reason for the disruption;
• the anticipated duration;
• the affected service or facility; and
• any alternative services or facilities available.

Examples of disruptions may include:

• accessible entrances;
• elevators or lifts;
• accessible washrooms;
• automatic doors;
• customer mobility equipment; or
• other accessibility-related features.

Employees are expected to report accessibility-related disruptions promptly so that appropriate corrective action and customer communication can occur.

Example:

8.6 Service Excellence

Farm Boy is committed to fostering an inclusive shopping experience by ensuring that employees understand how to provide accessible customer service.

Employees will:

• treat every customer with dignity, respect, and professionalism;
• provide assistance when requested or when appropriate;
• respect customer privacy and confidentiality;
• focus on the person’s needs rather than their disability; and
• make reasonable efforts to remove barriers that may affect access to Farm Boy’s goods and services.

Farm Boy will continuously evaluate its customer service practices to identify opportunities for improvement and to enhance accessibility across its stores and services.

9.1 Recruitment, Assessment, and Selection

Farm Boy is committed to ensuring that recruitment, assessment, and selection processes are accessible to applicants with disabilities.

Farm Boy will:

• notify job applicants that accommodation is available during the recruitment process;
• provide information regarding available accommodations in job postings and recruitment communications;
• consult with applicants requesting accommodation to determine appropriate support;
• provide or arrange suitable accommodation during interviews, assessments, or selection processes, taking into account the individual’s accessibility needs.

Successful applicants will be informed of Farm Boy’s policies and processes for accommodating employees with disabilities as part of the onboarding process.

9.2 Informing Employees of Accessibility Supports

Farm Boy will ensure employees are informed of accessibility policies and practices that support employees with disabilities.

Employees will be provided with this information:

• as soon as practicable after beginning employment;
• whenever accessibility-related policies are updated; and
• whenever changes occur that affect workplace accommodations.

9.3 Accessible Formats and Communication Supports for Employees

Upon request, Farm Boy will provide or arrange accessible formats and communication supports for employees with disabilities.

This includes information:

• required for employees to perform their jobs; and
• generally available to employees in the workplace.

Farm Boy will consult with the employee requesting accommodation to determine the most appropriate format or support.

9.4 Individual Accommodation Plans

Farm Boy has established a process for developing individual accommodation plans for employees with disabilities.

Individual accommodation plans may include:

• information regarding workplace accommodations;
• accessible formats and communication supports;
• emergency response requirements;
• workplace restrictions or limitations;
• measures to support the employee’s ability to perform their role.

Farm Boy will work collaboratively with employees throughout the accommodation process and will respect employee privacy and confidentiality.

9.5 Workplace Emergency Response Information

Farm Boy will provide individualized workplace emergency response information to employees with disabilities where required.

Where an employee requires assistance during an emergency:

• Farm Boy will consult with the employee to determine appropriate support;
• information will be provided as soon as practicable after the need is identified;
• with the employee’s consent, emergency response information may be shared with individuals designated to assist the employee.

The information will be reviewed when:

• the employee changes work locations;
• the employee’s accommodation needs change;
• Farm Boy reviews emergency procedures; or
• the need for updated information is otherwise identified.

9.6 Return to Work Process

Farm Boy is committed to supporting employees returning to work following an absence related to disability.

Farm Boy will maintain a documented return-to-work process that includes:

• identifying barriers affecting the employee’s return;
• consulting with the employee and appropriate parties;
• developing a return-to-work plan where required;
• providing workplace accommodations necessary to support a safe and successful return.

This process will operate in accordance with applicable legislation and will not replace or override requirements under workplace safety or workers’ compensation legislation.

9.7 Performance Management, Career Development, and Advancement

Farm Boy will consider the accessibility needs of employees with disabilities when applying performance management processes, providing career development opportunities, and supporting advancement.

Where applicable, Farm Boy will consider:

• an employee’s individual accommodation plan;
• accessibility needs related to job performance;
• accessible formats or supports required to participate in workplace processes.

9.8 Redeployment

Where redeployment is required, Farm Boy will consider the accessibility needs of employees with disabilities and any existing accommodation plans.

Farm Boy will work with employees to identify suitable opportunities and remove barriers where reasonably possible.

9.9 Workplace Accessibility

Farm Boy is committed to identifying and removing workplace barriers that may prevent employees with disabilities from fully participating in employment.

Managers and leaders are responsible for supporting accessibility within their areas and ensuring that workplace practices align with this policy.

Employees are encouraged to raise accessibility concerns or accommodation needs so that Farm Boy can respond appropriately and continue improving workplace inclusion.

Farm Boy will provide accessibility training to:

• employees, including managers and supervisors;
• individuals who participate in developing or approving Farm Boy policies, practices, and procedures;
• individuals who provide goods, services, or facilities on behalf of Farm Boy; and
• other individuals as required under applicable accessibility legislation.

Training will be appropriate to the individual’s role and responsibilities and will include:

• an overview of the Accessibility for Ontarians with Disabilities Act, 2005 and applicable accessibility standards;
• an overview of the Ontario Human Rights Code as it relates to persons with disabilities;
• Farm Boy’s accessibility policies and commitments;
• how to communicate and interact with persons with various types of disabilities;
• how to assist persons using assistive devices, service animals, or support persons;
• how to respond when a person with a disability is experiencing difficulty accessing Farm Boy’s goods, services, or facilities;
• accessible customer service practices;
• accessible formats and communication supports;
• workplace accessibility and accommodation responsibilities.

Training will be provided:

• as soon as practicable after an individual begins performing duties requiring accessibility training;
• whenever accessibility policies or practices are updated;
• on an ongoing basis as appropriate.

Farm Boy will maintain records of accessibility training provided, including the dates training was completed and the number of individuals trained.

Farm Boy will consider the needs of persons with disabilities by:

• identifying accessibility barriers associated with kiosk design or operation;
• considering accessibility features when selecting or acquiring technology;
• working with vendors to support accessible solutions where possible.

When constructing new public spaces or making significant modifications to existing spaces, Farm Boy will consider accessibility requirements, including where applicable:

• accessible parking areas;
• entrances and pathways;
• service counters and checkout areas;
• waiting areas;
• public eating areas;
• washrooms;
• other customer-accessible spaces.

Where an accessible feature becomes temporarily unavailable, Farm Boy will:

• notify customers of the disruption;
• provide information regarding the reason for the disruption and expected duration;
• identify alternative accessible options where available;
• restore the accessible feature as soon as reasonably possible.

This policy will be reviewed periodically and updated:

• at least every five years;
• when legislative requirements change;
• when organizational practices change; or
• when improvements to accessibility practices are identified.

Accessibility considerations will be incorporated into the development and review of Farm Boy policies, procedures, services, and programs to help prevent the creation of new barriers.

Managers are responsible for:

• supporting employees and customers with accessibility needs;
• ensuring employees complete required accessibility training;
• identifying and addressing accessibility barriers within their areas of responsibility;
• supporting accommodation processes.

All employees are responsible for:

• treating customers, colleagues, and visitors with dignity and respect;
• following Farm Boy accessibility policies and procedures;
• completing required accessibility training;
• reporting accessibility barriers and concerns.

Telephone: 613-247-1007

Email: customercare@farmboy.ca

Farm Boy will provide this policy, or information contained within it, in an accessible format or with appropriate communication support upon request.

Farm Boy will consult with the person requesting the information to determine the most appropriate format or support and will provide the information in a timely manner.