Accessibility Standards for Customer Service

1. PURPOSE AND POLICY STATEMENT

The goal of the Accessibility for Ontarians with Disabilities Act, 2005 (the “Act”) is to create a more accessible Ontario by identifying, and to the extent possible, preventing and eliminating barriers experienced by persons with a disability.

A standard for customer service (“the Standard”) has been established under the Act to ensure goods and services are, where at all possible, equally accessible to every member of the public.

We at Olympia Tile International Inc. (“Olympia”) are committed to providing a barrier-free environment for our customers. The objective of this policy (the “Policy”) is to ensure we meet the requirements of the Standard and promote its underlying core principles, described below.

2. APPLICATION

The Policy applies to all persons who, on behalf of Olympia, deal with members of the public or other third parties. This includes our employees, volunteers, agents and contractors.

3. DEFINITIONS

“Accessibility Report” - The report required to be filed pursuant to section 14 of the Act.
“Assistive Device” - Any device used to assist a person in performing a particular task or tasks or to aid that person in activities

of daily living.
“Disability” - Has the same definition as is provided under the Act and Human Rights Code, R.S.O. 1990, c. H.19. “Service Animal” - An animal is a service animal for a person with a disability if:

• it is readily apparent that the animal is used by the person for reasons relating to his or her disability, or
• the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons

relating to the disability.

“Support Person” - Accompanies a person with a disability to assist with communication, mobility, personal care or medical needs or with access to goods or services.

“We”, “Our” and “Staff” means Olympia and its employees, volunteers, agents and contractors.

4. CORE PRINCIPLES OF THE POLICY

We endeavor to ensure that the Policy and related practices and procedures are consistent with the following four (4) core principles:

i. Dignity - Persons with a disability must be treated as valued customers as deserving of service as any other customer.

ii. Equality of Opportunity - Persons with a disability should be given an opportunity equal to that given to others to obtain, use and benefit from our goods and services.

iii. Integration - Wherever possible, persons with a disability should benefit from our goods and services in the same place and in the same or similar manner as any other customer. In circumstances where integration does not serve the needs of the person with a disability, goods and services will, to the extent possible, be provided in another way that takes into account the person’s individual needs.

iv. Independence - Goods and services must be provided in a way that respects the independence of persons with a disability. To this end, we will always be willing to assist a person with a disability but will not do so without the express permission of the person.

5. PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES

i. Communication

a. Accessible Mediums of Communication:
Olympia strives to communicate with members of the public in a manner that is accessible.

b. Communicating with Persons with a Disability:

Olympia strives to communicate with persons with a disability in a manner that takes into account the disability. Approaches for communication are set out in our accessibility training program.

Policy on Accessibility for Ontarians with Disabilities Olympia Tile International Inc. January 2012

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ii. Assistive Devices

Persons with a disability are permitted, where possible, to use their own Assistive Device when on our premises for the purposes of obtaining, using or benefiting from our goods and services.

If there is a physical, technological or other type of barrier that prevents the use of an Assistive Device on our premises, we will first endeavour to remove that barrier. If we are not able to remove the barrier, we will ask the person how he/she can be accommodated and what alternative methods of service would be more accessible to him/her. We will make best efforts to provide an alternative means of assistance to the person with a disability.

iii. Accessibility at Our Premises

We strive to ensure each Olympia location to which the Policy applies will enable persons with a disability to obtain, use or benefit from our goods and services.

Staff will be trained on how to use facilities or services made available on our premises to assist persons with a disability to obtain, use or benefit from our goods and services.

iv. Service Animals

Persons with a disability may enter premises owned and/or operated by Olympia accompanied by a Service Animal, and keep the Service Animal with them, if the public has access to such premises and the Service Animal is not otherwise excluded by law.

If a service animal must be excluded, we will explain to our customer why this is the case and explore alternative ways to meet the customer’s needs.

v. Support Persons

A person with a disability may enter premises owned and/or operated by Olympia with a Support Person and have access to the Support Person while on the premises.

Olympia may require a person with a disability to be accompanied by a Support Person where it is necessary to protect the health or safety of the person with a disability or the health or safety of others on the premises.

Staff will be trained on how to interact with persons with a disability who are accompanied by a Support Person. vi. Notice of Temporary Disruptions

Olympia will notify customers with a disability or their service persons if there is a planned or unexpected disruption of a facility that will affect their access to our goods and services. The notice will be posted at the entrance of the applicable premises and on the home page of the Olympia website.

6. TRAINING AND RECORDS

Olympia will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf in order to appropriately provide service to customers with a disability.

Training will be provided to all persons to whom this Policy applies as soon as practicable after he or she is assigned the applicable duties.

Records of training provided will be maintained in accordance with the requirements of the Act.

7. FEEDBACK PROCEDURE

i. Receiving Feedback

Olympia welcomes and appreciates feedback regarding this Policy and its implementation. Feedback can be provided in writing, electronic format, or verbally in person or on the telephone.

ii. Responding to Feedback

Customer Service feedback will be recorded and forwarded to the President for review. The President will assign responsibility for resolving any complaint. Customers can expect a response acknowledging their concerns within 15 business days of receipt of any complaint.

8. DOCUMENTATION TO BE MADE AVAILABLE

This Policy, and related practices and protocols, shall be made available to any member of the public upon request.

Notification of same shall be posted on Olympia website and at a conspicuous place at each premise to which this Policy applies.

9. FORMAT OF DOCUMENTS

Olympia will provide documents, or the information contained in documents, required to be provided under the Standard, to a person with a disability in a format that takes the person’s disability into account.