Customer care

INTRODUCTION AND STATEMENT OF COMMITMENT

The Source (Bell) Electronics Inc. ("The Source") is committed to meeting the needs of its employees and customers with disabilities and is working hard to remove and prevent barriers to accessibility.

The Source is committed to meeting its accessibility and non-discrimination obligations under the Accessibility for Ontarians with Disabilities Act and regulations made thereunder (“AODA”), the Accessibility for Manitobans Act and regulations made thereunder (“AMA”), and applicable human rights legislation (together as the “Legislation”).

This Multi-Year Accessibility Plan, along with our other accessibility policies, outline the steps that The Source is taking to meet those requirements, and to improve opportunities for people with disabilities.

In accordance with the requirements set out in the Legislation, The Source will:

• Establish, review and update this plan;
• Report, as required, on the progress of the implementation of this plan;
• Provide this plan in an alternative format, upon request; and
• Review and update this plan at least once every five (5) years.

CUSTOMER SERVICE

Commitment

The Source strives to provide its services in a way that respects the dignity and independence of persons with disabilities. We are committed to giving persons with disabilities the same opportunity to access our services, in the same place and in a similar way as other employees, customers and partners. We are committed to meeting the needs of persons with disabilities in a timely manner.

Actions Taken

The Source has taken the following actions:

• We have developed accessible customer service policies and have made those policies available upon request.
• We ensure that persons accompanied by service animals or support persons are reasonably accommodated;
• We welcome customer feedback regarding accessibility and have implemented a process to enable customers to provide feedback in a variety of formats including by email, mail or phone;
• As described further in the ‘Training’ section of this plan, we ensure that employees are provided with appropriate training on the requirements of the Legislation as it pertains to persons with disabilities;
• We ensure that employees are trained and familiar with various assistive devices that may be used by customers with disabilities who are accessing The Source’s goods or services, and;
• We provide customers with prompt notification of any disruption to our services or facilities. Notices will be posted in accessible formats in public entrances where customers access our products and services with information regarding the reason for the disruption, its anticipated duration and a description of alternative facilities and services, if available. Depending on the nature of the disruption, we will also use other accessible communication channels, such as messages on the appropriate corporate websites.

TRAINING

Commitment

The Source is committed to providing all employees with the appropriate training on the requirements of the Legislation as it pertains to persons with disabilities. Training will be provided in a way that best suits the duties of the employees.

Actions Taken

The Source has taken the following actions:

• We ensure that employees are provided with appropriate training on the requirements of the Legislation as it pertains to persons with disabilities;
• We train every person as soon as practicable after being hired and provide training in respect of any changes to our policies, and;
• We maintain records of the training provided including the dates on which the training was provided and the number of individuals to whom it was provided.

EMPLOYMENT

Commitment

The Source is committed to fair and accessible employment practices at all stages of the employment cycle. We are committed to meeting the requirements of the Legislation as relating to employment, including with respect to hiring practices, individual accommodation plans, return to work processes, performance management, and career development.

Actions Taken

Recruitment

The Source has taken the following actions:

• We review recruitment policies and procedures to ensure that, when requested, accommodations are made available for candidates during the recruitment process.
• Ensure training is provided to employees responsible for talent acquisition and their leaders informing them of the requirements and processes;
• Specify on internal and external job postings and recruitment communications that accommodation is available for applicants with disabilities, upon request

Inform employees about accommodation policies through postings on our internal website, through communication emails, and in department meetings, and;

Ensure that any applicant who requests an accommodation is consulted to ensure that modifications suit their requirements.

Informing employees of supports in an accessible format

The Source has taken the following actions:

• We ensure that information that is generally available in the workplace, as well as information that is needed by employees to do their job is available in alternative formats, upon request, and;
• We notify employees about how they can request the alternative formats.

Workplace emergency response information

The Source has taken the following actions:

• Where we are aware that an employee has a disability and that there is a need for accommodation, individualized workplace emergency response information will be provided to the employee as soon as practicable if such information is necessary given the nature of the employee’s disability;
• We will review individualized workplace emergency response information in the event that:
• The employee moves to a different location in the organization;
• The employee's accommodation needs and plans are reviewed; or
• The general emergency response policies are updated; and
• If an employee who receives individualized workplace emergency response information requires assistance, with their consent, The Source shall provide the workplace emergency response information to the person designated by the leader to provide assistance to the employee. Individualized emergency response plans are made available to employees based on self-identification of disability or a request for emergency response accommodation.

Return to work process and accommodation plans

The Source has taken the following actions:

• We have established a Return to Work policy, which includes the development of written individualized return to work plans based on the employee's functional abilities; and
• We have a process for developing individual accommodation plans where an employee is not returning from a leave but requires accommodation in the workplace.

Performance management, career development, advancement and redeployment

The Source has taken the following actions:

• We have established policies to ensure that individual employee accommodation plans and related restrictions or limitations are considered when assessing performance, managing career development and advancement, and when redeploying employees with disabilities.

DESIGN OF PUBLIC SPACES AND SELF-SERVE KIOSKS

Commitment

The Source is committed to meeting legislative requirements relating to the design of public spaces and the accessibility of self-service kiosks.

Actions Taken

Service Counters

To ensure that counters used to provide services to customers are accessible, The Source meets the Accessibility Standards for the Design of Public Spaces when building new retail stores or during major renovations to existing retail stores. Adherence to these standards during builds or redesigns includes the installation of multi-use service counters to provide accommodation for mobility aids. The Source will continue to comply with accessibility standards regulations in the design of public spaces.

Self Service Kiosks

The Source will continue working with our vendor partners to ensure that vending machines include accessible options for people with disabilities. In the acquisition of future self serve kiosks, The Source will:

• Communicate the requirements of the IASR to those responsible for designing, procuring or acquiring self-service kiosks.
• Develop and implement guidelines and checklists to ensure accessibility features are considered during the procurement process, and that the prospective site locations are evaluated for accessibility.
• Work with our vendor partners to ensure that current self-service points include features considering the needs of all of our customers and clients to make them accessible to the widest range of users.

INFORMATION AND COMMUNICATION STANDARDS

Commitment

The Source is committed to making our information and communications accessible to people with disabilities.

Actions Taken

The Source has taken the following actions:

• We ensure that emergency procedures, plans and public safety information that are prepared by The Source and made available to the public are made available in an alternative format or with appropriate communication supports, as soon as practicable, upon request;
• Our feedback process allows customers to provide feedback in a variety of formats, including by mail, email, and phone;
• As a general principle where alternative formats and/or communication supports for persons with disabilities are requested, we:
• Arrange for the provision of alternative formats and/or communication supports;
• Consult with the person making the request to determine the suitability of the alternative format and/or communication support;
• Arrange for the provision of alternative formats and communication supports in a timely manner that takes into account the person’s accessibility needs due to disability, and at a cost no more than the regular cost charged to other persons; and
• Notify the public about the availability of alternative formats and communication supports.
• We will take steps to ensure that our internet websites and web content conform with WCAG 2.0 Level AA standard or higher;
• We assess all new The Source internet websites for conformance with WCAG 2.0 Level AA or higher;
• We have implemented training for our IT staff to ensure that internet websites and web content are designed in a manner that incorporates compliance with WCAG 2.0 Level AA standards or higher; and
• We include WCAG compliance as one of the criteria in selecting technology vendors for internet websites and web content, as applicable.

EMERGENCY PROCEDURE, PLANS AND PUBLIC SAFETY INFORMATION

Emergency procedures, plans and public safety information that are prepared by The Source and made available to the public, will be made available in an accessible format or with appropriate communication supports, as soon as practicable, upon request.

Alternative formats and communication supports

The Source is committed to making Company information and communications accessible to persons with disabilities. To request company information in an alternative format, please contact accessibility.feedback@thesource.ca

FEEDBACK AND ALTERNATIVE FORMAT REQUESTS

To provide feedback or to request a copy of this document in an alternative format at no extra cost please contact:

E-mail: accessibility.feedback@thesource.ca

Customer service Mail:
The Source – Human Resources
279 Bayview Drive
Barrie, ON
L4N 8X9

You can submit your feedback anonymously. However, we may be able to better serve you if you provide your name, phone number, province and other details. We will acknowledge receipt of all feedback, except for feedback provided anonymously.

By contacting The Source, you agree to the collection, use and storage of your personal information by The Source for the purpose of reviewing, responding, and to serve you better. It will be handled in accordance with the Bell Privacy Policy.