The Gear Centre Accessibility for Ontarians with Disabilities Act (AODA) Policy

Updated January 2014

Accessible Customer Service Plan

The accessibility for Ontarians with Disabilities Act, 2005 (AODA) became law on June 13, 2005. The legislation mandates accessibility standards with the goal of identifying, removing and preventing barriers for people with disabilities in key areas of daily living. The goal is to make Ontario accessible to people with disabilities by 2025.

The Gear Centre Group of Companies is committed to excellence in serving all its customers, including people with disabilities. We will adhere to the principles of independence, dignity, integration and equal opportunity in our approach.

Definition of disability as defined by WSIB (Workplace Safety & Insurance Board-Ontario)

• Any degree of physical disability, infirmity, malformation or disfigurement
• A condition of mental impairment or a developmental disability
• A learning disability or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language
• A mental disorder
• An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety & Insurance Act, 1997

The definition includes disabilities of different severity, visible as well as non-visible disabilities, and disabilities of which the effects may come and go.

Assistive Devices

We will ensure our employees are trained and familiar with various assistive devices we have on site that may be used by customers with disabilities while accessing our goods or services.

Communication

We will communicate with people with disabilities in ways which take into account their disability such as visible, hearing and learning impairments.

Service Animals

We welcome people with disabilities and their service animals. Service animals will be allowed on the parts of our premises that are open to the public.

Support Persons

Support persons who accompany a person with a disability are welcome and will be treated with the same customer service standards provided to all customers.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, The Gear Centre Group of Companies will notify customers promptly. This clearly posted notice will be posted at our Customer Service Desks and at the Customer Entrances of our buildings. The 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.

Training

The Gear Centre Group of Companies will provide training to employees, volunteers, and others who deal with the public or third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

Individuals working in the province of Ontario in the following positions will be trained:

• All Managers, Supervisors, and Employees

In addition, training will be provided to the following persons, regardless of where they work:

• All Managers who travel to Ontario Branches for the purpose of business
• All Human Resources personnel

Employees will be trained within 7 days of being hired, and training will include:

• Annual review of The Gear Centre Group of Companies’s AODA plan
• Online AODA training course & video which includes:
  • Accessibility for Ontarians with Disabilities Act overview
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or a support person

Feedback Process

Customers who wish to provide feedback on the way The Gear Centre Group of Companies provides goods and services to people with disabilities can provide feedback in the following ways:

• Via the comment form provided on The Gear Centre Group website www.gearcentregroup.com/careers/index.php/contact-us
• Via telephone – all phone numbers for each location/branch can be found on The Gear Centre Group of Companies websites
• Branch phone number will be posted at Customer Entrances
• To the Branch Manager, in person, at the Customer Service or Reception Desk

All feedback, including complaints, will be handled in the following manner:

• Forwarded to the Director of Sales and Service and/or Human Resources Manager for resolution and response (depending on the nature of the query).

Customers can expect to hear back within 7 business days.

Notice of Availability

The Gear Centre Group of Companies will notify the public of our documents related to accessible customer service, which are available upon request, by posting a notice in the following locations:

• On The Gear Centre Group of Companies website @ www.gearcentregroup.com/aoda.php
• Posted in Reception Areas and/or Customer Service Desks

Any policy, practice or procedure of The Gear Centre Group of Companies which does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.