Accessibility – Dollar Tree Canada
At Dollar Tree, accessibility, dignity and independence are important values that guide everything we do. Whether you use a screen reader, voice recognition software or another kind of assistive technology, we want DollarTreeCanada.com to be your one-stop shop for your retail needs. From locating stores near you to viewing current product offerings in our stores, and everything in between, we’re making it easy to navigate our site and find exactly what you need.
Our team is dedicated to ensuring Dollar Tree meets all laws and guidelines and creates a usable experience for all customers. We are continuously educating ourselves and monitoring the site to ensure it meets the needs of all customers.
Finally, as we want to make sure everyone can access our site, if you are using screen reader technology and cannot access information on our website, please call 1-877-530-8733 or email firstname.lastname@example.org for assistance.
Customer Service Accessibility Policy
The purpose of this Policy is to establish how Dollar Tree Canada will provide access to goods or services to the public and other third parties that do business with Dollar Tree Canada (“Customers”) with disabilities in a manner that is consistent with the principles of independence, dignity, integration and equality of opportunity, and that is compliant with the Accessibility for Ontarians with Disabilities Act (“AODA”) and its regulations.
Dollar Tree Canada recognizes the importance of:
- Providing goods, services or facilities in a manner that respects the dignity and independence of persons with disabilities
- Integrating the provision of goods, services or facilities to persons with disabilities with the provision of goods, services or facilities to others, unless an alternative measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods, services or facilities
- Giving persons with disabilities an opportunity equal to that given to others to obtain, use and benefit from the goods, services or facilities
- Communicating with a person with a disability in a manner that takes into account the person’s disability
Dollar Tree Canada and its representatives (i.e. employees, volunteers, contractors, etc.) will communicate with Customers with disabilities in a manner that takes into account their disabilities. We will consider how a Customer’s disability may affects the way that he or she expresses, receives or processes communications and, where possible, ask the Customer how to best communicate with him or her.
Assistive devices that may be used by individuals with disabilities are welcome on Dollar Tree Canada premises that are open to the public or other third parties. Dollar Tree Canada will take steps to ensure that its representatives are familiar with commonly used assistive devices.
Dollar Tree Canada welcomes guide dogs or other animals that serve individuals with disabilities in those areas of Dollar Tree Canada’s premises that are open to Customers and will permit the Customer to keep the service animal with him or her, except for those animals that are otherwise excluded by law from the premises. In the event that a service animal is otherwise excluded by law from the premises, Dollar Tree Canada will provide the applicable Customer with an alternative method of obtaining, using or benefiting from its goods or services.
Dollar Tree Canada welcomes persons who support individuals with disabilities to accompany them onto Dollar Tree Canada premises open to the public or other third parties. Dollar Tree Canada will ensure that Customers who so require have access to their support persons while on the premises. Such support persons need not be paid, professional support workers. They may be volunteers, family members or friends who provide support to the Customer.
Temporary Unavailability of Access to Goods or Services for Customers with Disabilities
In the event that a facility, service or system offered by Dollar Tree Canada to Customers with disabilities is expected in advance to become temporarily unavailable, in whole or in part, Dollar Tree Canada will provide advance notice of the disruption on its telephone message, website, at the entrance to its premises or by the service or facility, as is reasonable in the circumstances, at a reasonable time in advance of the disruption and during the disruption. If the disruption is unexpected, the notices will be provided as soon as the anticipated disruption becomes known to Dollar Tree Canada. The notices will:
- Explain the reason for and anticipated length of the disruption; and
- Provide a description of and indicate the location of an alternative facility or service that is accessible to individuals with disabilities, if
Dollar Tree Canada will ensure that all of its employees, volunteers, contractors and any other parties that either provide services on behalf of Dollar Tree Canada or who are involved in developing Dollar Tree Canada’s policies, practice and procedures on the provision of goods and services will be trained on:
- The purpose of the AODA and an overview of the Customer Service Standards;
- How to interact, communicate and assist people with disabilities, and in particular, people with assistive devices, and those who require the assistance of a guide dog, service animal or support person;
- How to use equipment or devices available on Dollar Tree Canada’s premises, if any, or otherwise provided by Dollar Tree Canada that may help with the provision of goods, services or facilities to a person with a disability;
- The policies and procedures created by Dollar Tree Canada in accordance with the Customer Service Standards under the AODA; and
- How to help a person with a disability who is having difficulty accessing Dollar Tree Canada’s goods or services.
This training will also be provided on an ongoing basis, as soon as practicable, whenever Dollar Tree Canada’s policies change with respect to customer service accessibility for individuals with disabilities.
Dollar Tree Canada will keep a log of all of the training it will provide documenting who was trained, on what and when.
Feedback Regarding Accessible Customer Services
Dollar Tree Canada invites feedback on the way that it provides goods or services to individuals with disabilities, including how it provides opportunities for feedback. Those who wish to provide such feedback are encouraged to do so:
- In person;
- By telephone;
- In writing; or
- By delivering an electronic text by email or on a diskette.
All feedback will be directed to the Director of HR / Admin at 604-321-2550 x35014 or email email@example.com
Any feedback that is in the nature of a complaint will be reviewed by the relevant managers and responded to (providing that the individual providing the feedback have included his or her contact information).
Availability of this Policy
Please note that, upon request, Dollar Tree Canada will provide a copy of this Policy in a manner that considers the requesting individual’s disability, if any (in consultation with the individual) and in a timely manner. A copy of this policy will be posted on the Dollar Tree Canada website www.dollartreecanada.com
Accessibility Policy and Multi-Year Accessibility Plan
Under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”), all public and private sector organizations must meet the requirements of accessibility standards established by the Integrated Accessibility Regulation (the “Regulation”). This policy reflects the accessibility standards established by the Regulation in the areas of Employment, Information and Communications, Transportation and Public Spaces for Dollar Tree Canada.
This policy has been drafted in accordance with the Regulation and addresses how Dollar Tree Canada strives to achieves accessibility through meeting the Regulation’s requirements.
2. Policy Statement and Organizational Commitment
Dollar Tree Canada is committed and guided by the four (4) core principles of Dignity, Independence, Integration and Equal Opportunity and supports the full inclusion of persons as set out in the Ontario Human Rights Code and the AODA.
Dollar Tree Canada shall use every effort to ensure that we comply with our obligations under the Regulation in a timely manner.
3. General Provisions
Accessibility Policy and Multi-Year Accessibility Plan
This Accessibility Policy and Multi-Year Accessibility Plan outlines a phased-in strategy to comply with the current and future requirements of the AODA and/or the Regulation. The Company will report annually on the progress and implementation of the plan, post the information on our website and will provide it in alternative formats upon request. This Accessibility Policy and Multi-Year Accessibility Plan will be reviewed at least once every five years.
Dollar Tree Canada will ensure that training is provided to all employees, volunteers, and those that develop the Company’s polices, on the requirements of the Regulation and on the Human Rights Code as it pertains to persons with disabilities. Training will be provided as soon as practicable. If any changes are made to this policy or the requirements, training will be provided. We shall maintain a record of the dates when training was provided and the number of individuals to whom it was provided. We ensure that others that provide goods, services or facilities on behalf of the organization have had training.
4. Information and Communications Standard
Dollar Tree Canada will endeavor to create, provide and receive information and communications in ways that are accessible to people with disabilities.
If Dollar Tree Canada determines that it is not technically feasible to convert the information or communications or that the technology to convert the information or communications is not readily available, we shall, upon request, provide the person that requires the information with an explanation as to why the information or communications are unconvertible; and a summary of the unconvertible information or communications.
If Dollar Tree Canada prepares emergency procedures, plans or public safety information and makes the information available to the public, we shall provide the information in an accessible format or with appropriate communication supports, as soon as practicable, upon request.
Dollar Tree Canada has a process in place for receiving and responding to feedback and will ensure that those processes are provided in accessible formats and with communication supports upon request. We will notify the public about the availability of accessible formats and communication supports.
Communication supports may include, but are not limited to, captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communications.
Accessible formats may include, but are not limited to, large print, recorded audio and electronic formats, Braille and other formats usable by persons with disabilities.
Accessible Formats and Communication Supports
Dollar Tree Canada shall upon request provide or arrange for accessible formats and communication supports for persons with disabilities:
- In a timely manner that takes into account the persons’ accessibility needs due to a disability;
- At a cost that is no more than the regular cost charged to other persons;
- Consult with the person making the request and determine suitability of an accessible format or communication support; and
- Notify the public about the availability of accessible formats and communication supports.
After January 1, 2012, Dollar Tree Canada shall make any new internet websites and new web content on such a website conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 initially at Level A and increasing to Level AA. By January 1, 2021 all internet website and web content backdated to 2012 will conform to WCAG 2.0 Level AA.
5. Employment Standard
The Employment Standard applies to employees and does not apply to volunteers and other non-paid individuals. The requirements of the Employment Standard shall be met by Dollar Tree Canada.
Dollar Tree Canada shall notify employees and applicants about the availability of accommodations for applicants with disabilities during the recruitment process and when job applicants are individually selected to participate in an assessment or selection process.
If a selected applicant requests an accommodation, Dollar Tree Canada shall consult with the applicant and provide or arrange for the provision of a suitable accommodation that takes into account the applicant’s disability, except where to do so would cause undue hardship.
When making offers of employment, Dollar Tree Canada will notify successful applicants of the Company’s policies for accommodating employees with disabilities.
Dollar Tree Canada shall inform its employees of its policies used to support its employees with disabilities, including but not limited to, policies on the provision of job accommodations that take into account an employee’s accessibility needs due to a disability:
- As required to new employees as soon as practicable after they begin their employment; and
- Whenever there is a change to existing policies on the provision of job accommodations that take into account an employee’s accessibility needs due to a disability.
Accessible Formats and Communication Supports
In addition and where an employee with a disability requests it, the Company will consult with the employee to provide or arrange for the provision of accessible formats and communication supports for:
- Information that is needed in order to perform the employee’s job; and
- Information that is generally available to employees in the workplace.
Dollar Tree Canada will consult with the employee making the request in determining the suitability of an accessible format or communication support.
Individual Accommodation Plan (IAP)
The Company shall have in place a written process for the development of a documented Individual Accommodation Plan for each employee with a disability in accordance with the following principles:
- The employee’s participation in the development of the IAP;
- Assessment on an individual basis;
- Identification of accommodations to be provided;
- Timelines for the provision of accommodations;
- Dollar Tree Canada may request an evaluation by outside medical or other expert, at our expense, to assist with determining accommodation and how to achieve accommodation;
- The employee may request the participation of a representative from the workplace in the development of the accommodation plan;
- Dollar Tree Canada will take steps to protect the privacy of the employee’s personal information;
- Frequency with which the IAP will be reviewed and updated and the manner in which it will be done;
- If denied, the reasons for denial are to be provided to the employee;
- A format that takes into account the employee’s disability needs;
- If requested, any information regarding accessible formats and communication supports provided; and
- Identification of any other accommodation that is to be provided.
Return to Work
Dollar Tree Canada will have in place a return-to-work process for employees who have been absent from work due to a disability and require disability-related accommodation in order to return to work. Such processes will be documented and will outline the steps that the Company will take to facilitate the employee’s return to work and include an individual accommodation plan.
Performance Management, Career Development and Advancement and Redeployment
Dollar Tree Canada will take into account the accommodation needs and/or individual accommodation plans of employees when:
- Using performance management processes;
- Providing career development and advancement information; and
- Using redeployment procedures.
Workplace Emergency Response Information
Dollar Tree Canada shall provide individualized Workplace Emergency Response Information to employees who have a disability:
- If the disability is such that the individualized information is necessary and the employer is aware of the need for accommodation due to the employee’s disability;
- If the employee who receives individual Workplace Emergency Response Information requires assistance and with the employee’s consent, the Company shall provide the workplace emergency information to the person designated by the Company to provide assistance to the employee;
- As soon as practicable after becoming aware of the need for accommodation due to the employee’s disability; and
- Review the individualized Workplace Emergency Response Information when the employee moves to a different location within the Ontario organization, when overall accommodation needs or plans are reviewed and when the employer reviews its general emergency response policies.
6. Public Spaces
Dollar Tree Canada shall incorporate accessibility into the Company’s public spaces that are newly constructed or redeveloped on and after January 1, 2017. We will ensure that we follow the requirements stated under the Design of Public Spaces Standards (Accessibility Standards for the Built Environment). We shall also provide, within our contractual obligations and capabilities, restoration and maintenance of the Company’s public spaces by ensuring our Multi-Year Accessibility Plan includes procedures for preventative and emergency maintenance of accessible elements in the Company’s public spaces and procedures for dealing with temporary disruptions when accessible elements required under this section are not in working order.
7. Accessible Customer Service
Dollar Tree Canada remains committed to servicing all individuals, including customers with disabilities. The Company will implement an accessible customer services policy, including providing the required training to applicable employees. A copy of this policy will be posted where it is likely to come to the attention of the Company’s customers. The Customer Services policy will be provided in a manner that considers the individual’s disability, upon request.
8. Timeline for Implementation
|General Deliverables||Completed?||Legislated Date for Large Employers|
|Policies & Procedures|
|Implement Customer Service Policy||Yes||January 1, 2012|
|Make Customer Service Policy available to the Public||Yes||January 1, 2012|
|Make Customer Service Policy available in alternative formats upon request||Yes||January 1, 2012|
|Implement Accessibility Policy that includes a Statement of Organizational Commitment||Yes||January 1, 2014|
|Post Accessibility Policy on the Company’s website||Yes||January 1, 2014|
|Make Accessibility Policy available in alternative formats upon request||January 1, 2014|
|Accessibility Plan – Multi Year|
|Develop Accessibility Plan||Yes||January 1, 2014|
|Make available to the public||Yes||January 1, 2014|
|Make available in alternative formats upon request||Yes||January 1, 2014|
|Review every 5 years||Ongoing||Ongoing|
|Train all applicable employees and contractors in accordance with the Customer Service requirements||Yes January 1, 2012|
|Train all Ontario employees & volunteers, policy developers, those providing goods or services on behalf of the Company regarding IAS and Human Rights Code.||Yes||January 1, 2015|
|Information & Communications||Completed?||Legislated Date for Large Employers|
|Emergency Procedure Plans or Public Safety Information are inventoried and accessible upon request||Yes||January 1, 2012|
|Feedback process is in place for receiving and responding to feedback – system is in place and available in accessible formats and with communication supports upon request||Yes||January 1, 2015|
|Accessible Formats and Communication Supports|
|Provide or arrange for accessible formats and communication supports upon request (timely manner, at a cost that is no more than the regular cost charged to other persons)||Yes||January 1, 2016|
|New Internet Website WCAG 2.0 Level AA (other than closed caption Live pre-recorded audio) (where new post-2014)||Yes||January 1, 2014|
|All internet websites and web content WCAG 2.0 Level AA||No||January 1, 2021|
|Review all content on website up to 2012 to ensure everything is accessible||Yes||January 1, 2021|
|Employment||Completed?||Legislated Date for Large Employers|
|Develop Personalised Workplace Emergency Response for staff, on consent and as necessary||Yes||January 1, 2012|
|Notify employees and public regarding availability of accommodation||Yes||January 1, 2016|
|Notify applicant of availability of accommodation upon request for assessments or selection process||Yes||January 1, 2016|
|Inform employees of policies regarding job accommodations||Yes||January 1, 2016|
|Providing accessible formats and communication supports available to perform job||Yes||January 1, 2016|
|Have a documented (IAP) in place||Yes||January 1, 2016|
|Have a Return to Work Process in place||Yes||January 1, 2016|
|Ensure performance management processes take into account accessibility needs||Yes||January 1, 2016|
|Ensure career development and advancement information takes into account accessibility needs||Yes||January 1, 2016|
|Ensure redeployment process takes into account accessibility needs||Yes||January 1, 2016|
|Public Spaces||Completed?||Legislated Date for Large Employers|
|Design of Public Spaces|
|Incorporate accessibility regulations in accordance with any contracts relating to our premises as required by the Design of Public Spaces Standard for new developments, redevelopments, or when making major changes to existing space or service related elements||Yes||January 1, 2017|
|Maintain and repair public spaces within our premises||Yes||January 1, 2017|
|Develop procedures for preventative and emergency maintenance of accessible elements in public spaces||Yes||January 1, 2017|
|Develop procedures for dealing with temporary disruptions when accessible elements under public spaces not working||Yes||January 1, 2017|
|Incorporate accessibility regulations in designing newly constructed service counters and fixed queuing guides||Yes||January 1, 2017|