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ACCESSIBILITY POLICIES AND MULTI-YEAR ACCESSIBILITY PLAN
This 2014 to 2021 accessibility plan outlines the policies and actions that PetSmart Canada Inc. has and will put in place to improve opportunities for people with disabilities in Ontario. As a supplement to this plan, PetSmart has developed a project plan to track the activities, timelines and owners of each of the activities covered in the plan to ensure compliance.
Statement of Commitment
PetSmart Canada Inc. is committed to treating all people in a way that allows them to maintain their dignity and independence. In accordance with PetSmart’s Dignity in the Workplace Policy, PetSmart is committed to promoting equal employment opportunity for all associates and to maintaining a workplace free of harassment, discrimination, and retaliation. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005.
Education of Senior Management
The Senior Leadership Team of PetSmart Canada has been educated on the AODA including its regulations, who is affected and what the law requires.
In order to achieve compliance with the AODA, PetSmart Canada has established a working committee with members from Real Estate, Marketing, Talent Acquisition, Human Resources, Legal, Training, Operations, Facilities and Information Technology. This committee was trained on November 15th, 2013 on the requirements of the legislation. The committee members have participated in the development of the multi-year plan as well as the execution of the plan.
Accessible Emergency Information
PetSmart Canada Inc. does not currently provide customers and clients with publicly available emergency information. We will provide employees with disabilities with individualized emergency response information when necessary in accordance with the AODA.
PetSmart Canada Inc. will provide training to Ontario employees, volunteers and other staff members on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers and other staff members.
PetSmart Canada Inc. will take the following steps to ensure individuals are provided with the training needed to meet Ontario’s accessible laws by January 1, 2015.
- Vice-President of Training advised of requirements in July 2013.
- Learning Solutions Manager trained on the requirements of the AODA on November 15, 2013.
- In 2014, the Learning Alignment Manager will develop applicable training for employees, volunteers, and other staff members in compliance with Ontario’s accessibility laws and the Human Rights Code as it relates to people with disabilities and rollout the training to associates by January 1, 2015. (This training is currently scheduled to take place during the months of October 2014 and November 2104.)
- Compliance will include updates to existing materials as needed, and will be integrated into new relevant materials and programs as an ongoing effort. Specific steps include: review and updates of New Orientation training programs, review and update Manager and Associate training materials prior to January 1, 2015, tracking of completion rates of training requirements as of January 1, 2015.
PetSmart Canada Inc. will take the following steps to ensure it considers the needs of people with disabilities when designing, procuring or acquiring self-service kiosks by January 1, 2014.
- Director of Real Estate and Director of Remodels as well Real Estate internal legal counsel educated on requirements of AODA on November 15, 2013.
- The Real Estate team will engage with our construction vendor in Canada to provide training of planning, design and construction to PetSmart construction, remodel and design team.
- The facilities team with consider the Technical features, Structural features and Accessibility when purchasing Kiosks and point of sale devices.
Information and Communications
PetSmart Canada Inc. is committed to meeting the communication needs of people with disabilities. We will consult with people with disabilities to determine their information needs, upon request.
PetSmart will take the following steps to make all websites and content available for Ontarians conform with WCAG 2.0, Level A (if new or significantly refreshed) on or after January 1, 2014, and Level AA by January 1, 2021.
- Information Technology was advised of requirements on November 15, 2013.
- We have confirmation that our upcoming Career Site revision complies with WCAG 2.0, Level A.
- Our PetSmart Canada site has the capability to support WCAG 2.0 A. A plan will be put into place to ensure compliance with WCAG 2.0 Level A by end of 2016.
PetSmart Canada Inc. will take the following steps to ensure existing feedback processes are accessible to people with disabilities upon request by January 1, 2015.
- Marketing has been trained on the requirements of the AODA on November 15, 2013.
- The Marketing team will evaluate all programs during 2014 and ensure that they consider the needs of persons with disabilities when creating feedback processes.
- We have communicated the requirements of the AODA with our Customer Service team to ensure they respond to the needs of people with disabilities in a timely fashion.
PetSmart Canada Inc. took the following steps to make sure all publicly available information was made accessible by January 1, 2016.
- PetSmart has a company provided application reader aide available at 1-800-738-1385.
- PetSmart continuously evaluates the publicly available information to determine how the information can be made accessible, upon request.
PetSmart Canada Inc. is committed to fair and accessible employment practices. We took the following steps to notify the public, and staff that, when requested, PetSmart Canada Inc. will accommodate people with disabilities during the recruitment and assessment processes and when people are hired.
- Review Career Site and Applicant Tracking system to ensure we communicate accommodation for persons with disabilities for 2016 implementation.
- Amend offer letters to include language on accommodation for persons with disabilities for 2016 implementation. Obtain legal’s review of the offer letters to ensure compliance with the AODA.
PetSmart Canada Inc. took the following steps to develop and put in place a process for developing individual accommodation plans and return to work policies for employees that have been absent due to a disability.
- Review the current accommodation process and return to work process to determine how it can be improved for employees that have been absent due to a disability.
- Send all Leave policies to external legal counsel to review and provide recommendations on how PetSmart can improve the accommodation and return to work process in accordance with the AODA and otherwise.
In accordance with PetSmart’s Dignity in the Workplace policy, PetSmart currently ensures the accessibility needs of employees with disabilities are taken into account when using performance management, career development and redeployment process and takes steps to prevent and remove accessibility barriers as they are identified.
Design of Public Spaces
PetSmart Canada has accessible service counters with signage, accessible point-of-sale device and a queuing line that allows sufficient width and clear area for mobility in all the stores that are being constructed and those that have been constructed in recent years. However we will take the following steps to ensure ongoing compliance.
- Review and update, as necessary, standard contracts with third-party construction vendors including General Contractors and Architects and leases in Ontario to ensure requirements for landlords and vendors to review and comply with AODA when performing any work at PetSmart facilities.
- Engage with our construction vendor in Canada to provide training of planning, design and construction to PetSmart construction, remodel and design team.
PetSmart Canada Inc. will put the following procedures in place to prevent service disruptions to its accessible parts of its public spaces.
In the event of a service disruption, we will notify the public on the service disruption and alternatives available.
For More Information
For more information on this accessibility plan, please contact the PetSmart Canada Human Resources Department at 289-313-6300.
Prepared: August 2014
Addendum - Accessible Customer Service Plan
February 27, 2015
Providing Goods and Services to People with Disabilities
PetSmart is committed to excellence in serving all customers including people with disabilities.
We will ensure that our associates are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and services.
We will communicate with people with disabilities in ways that take into account their disability.
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities PetSmart will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. This notice will be posted on or beside the service or facility impacted.
Services/Facilities include: accessible checkout, accessible washrooms and automatic doors.
PetSmart provides accessible customer service training to associates, volunteers and others who deal with the public or other third parties on our behalf through e-learning.
Training is also provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services. All associates employed within the province of Ontario are trained.
Associates are trained on Accessible Customer Service within 14 days of being hired.
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
- How to interact and communicate with people with various types of disabilities.
- How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person.
- What to do if a person with a disability is having difficulty in accessing PetSmart’s goods and services.
Associates will also be trained when changes are made to our accessible customer service plan.
Customers who wish to provide feedback on the way PetSmart provides goods and services to people with disabilities can provide feedback in the following ways:
- Call 1-888-839-9638
- On line at
Complaints are logged into our system and worked by our customer service team. The customer service team will forward feedback or complaints to the store, the district manager, Human Resources, Loss Prevention or other departments as required.