Accessibility Policy

Staples Workplace & Customer Accessibility Policy

In compliance with Human Rights & the Accessibility for Ontarians Disability Act

Mission and Commitment

One of the core values of Staples, under our Staples Soul program, is diversity. This commitment to fostering a diverse and inclusive environment extends both to our associates and customers.

In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) 2005, Staples has developed a policy and process to ensure that persons with disabilities have equal access to goods and services at Staples and the service they receive respects their dignity and independence.

Scope

This policy applies to all associates and contractors representing or performing functions on behalf of the organization.

Providing Goods and Services to People with Disabilities

We will communicate with people with disabilities in ways that take into account their disability.

Staples is committed to providing excellent service to all customers, including people with disabilities. Our commitment extends to the following areas:

Communication

- Staples will communicate with people with disabilities in ways that take their disability into consideration.
- Staples will provide training to all associates who communicate with customers to ensure they are knowledgeable regarding how to interact and communicate with people with disabilities including both face-to-face and telephone interaction.
- Staples will offer multiple ways to communicate with customers including face- to- face, telephone, e-mail

Assistance Devices

- Staples is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services.
- Staples will provide training to all associates on the types of assistance devices people with disabilities may use so that they are familiar with the devices.

Use of Service Animals and Support Persons

- Staples is committed to welcoming people with disabilities who are accompanied by a support person or service animal. At no time will support persons or service animals be prevented from entering into our premises.
- Staples will provide training to all associates on how to interact with people with disabilities who are accompanied by a support person or service animal.

Notice of Temporary Disruption

Staples will provide notice to customers about the planned or unexpected disruption in the facilities or services used by people with disabilities i.e. elevator. The notice will include the reason for the disruption, the anticipated duration of the interruption and any alternate facilities or services available. Notices will be posted at all public entrances and any other relevant locations.

Training for Associates

- Staples is committed to providing training to all associates and contractors who interact with the public and to associates who are involved in the development and approvals of customer service policies, practices and procedures.
- Training will be provided as part of our on-boarding process for new hires and on an on-going basis for existing associates as AODA requirements and related policies, procedures or practices change or are updated.
- Training will be provided as an on-line training video unless an alternate format is required.

Training will include:
1) What AODA is and the requirements for the Customer Service Standard.
2) How to interact and communicate with people who have various types of disabilities.
3) How to interact with people with disabilities who use an assistance device or are accompanied by a support person or service animal.
4) What to do if a person with a disability is having difficulty accessing goods and services.
5) Current policies, practices and procedures relating to the customer service standard.

Feedback Process

Staples is committed to providing excellent service to all customers, including those people with disabilities. Feedback about how Staples is meeting the needs of people with disabilities is welcome and appreciated.

Feedback from customers can be made via phone, e-mail or appointment.
For on-line (staples.ca) customers, please e-mail or phone our Customer Care Group at Customer_service@staples.ca or by calling 1-866-STAPLES.
For contract or e-way customers, please e-mail or phone our Customer Care Group at tor.customerservice@staples.com or 1-877-272-2121.
All written feedback can be sent to: 550 Pendant Drive, Mississauga, Ontario, L5T 2W6. Attention: Vice President, Human Resources North American Commercial Canada
To schedule an appointment in person please speak with the Customer Care department listed above.
All concerns will be reviewed by the department leadership, a Regional Human Resources Manager and the Vice President Human Resources responsible for AODA related feedback and complaints.
Customers with complaints will be contacted within 2 business days.

Our 4 Principles of Associate and Customer Interaction:

Staples is committed to providing customer service that enables:

1) Dignity –service is provided in a respectful manner
2) Independence –service provided ensures we enable a person with a disability to do things without unnecessary help
3) Integration –service is the same or similar for all customers
4) Equal opportunity – opportunities are the same for all customers

Modifications to the Workplace & Customer Accessibility Policy or Other Related Policies

Staples will update this and related policies and procedures as required in order to continue to meet the needs of people with disabilities.

Questions

For any questions, concerns or comments about the policy please contact Staples, Vice President, Human Resources NAC Canada responsible for AODA compliance.

This document is available in alternate format upon request.