The Lenbrook Group of Companies

December 31, 2016
Updated September 2023

ACCESSIBLE CUSTOMER SERVICE PLAN 
PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES 

Purpose 
Lenbrook Industries Limited recognizes the worth of every person and is committed to excellence in serving all our customers and clients, and ensuring our services and information are accessible for all Ontarians. We will provide services that people with disabilities can use and benefit from equally and in a manner that respects their dignity and independence. The purpose of this policy is to reaffirm our continuing support of various legislation, including but not limited to Accessibility for Ontarians with Disabilities Act, 2005 (AODA). 

Scope 
This policy applies to all directors, officers, and employees of Lenbrook Industries Limited, regardless of title or tenure. We will encourage all those who conduct business with Lenbrook Industries Limited (e.g. vendors, consultants, business partners, visitors, etc.) and anyone on the Lenbrook Industries Limited payroll, to conduct themselves in a manner consistent with this Policy and its related policies. 

Definition of Disability 
As defined by the AODA, the term “disability” includes: 

1. Any degree of physical disability, infirmity, malformation or disfigurement that is cause by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, and degree of paralysis, amputation, lack of physical coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal, or on a wheelchair or other remedial appliance or device, 
2. A condition of mental impairment or a developmental disability, 
3. A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language, 
4. A mental disorder, or 
5. An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997. 

 Policy Statement 

1. Assistive Devices: Persons with disabilities who use an assistive device will be able to access our facility and services. An assistive device is any piece of equipment a person with a disability uses to help them with daily living. Some examples include wheelchair, walker, oxygen tank, screen reader, listening device or cane. 
2. Communication: We will communicate with people with disabilities in ways that take into account their particular needs and circumstances.
3. Services Animals: We welcome people with disabilities and their service animals, including dogs and other animals that may be trained to help people with disabilities. Service animals are allowed on parts of our premises that are open to the public, and in our offices. If a service animal is excluded by law, where possible we will provide other appropriate alternatives to access our goods and services.
4. Support Persons: We welcome people with disabilities who are accompanied by a Support Person. A person with a disability who is accompanied by a Support Person will be allowed to have that person accompany them on our premises and will be able to access our goods and services. 
5. Notice of Temporary Disruptions: In the event of a planned or unexpected disruption to services or facilities that may be accessed by persons with disabilities, Lenbrook Industries will provide notice. 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. Method of Notice will depend on the circumstances, but may include postings on our entrance doors, in our lobby area, on our Company website, or an automated message on the applicable telephone lines. 
6. Training: Lenbrook Industries will provide training to employees, volunteers and others in our employ whom deal with the public. Training will be provided on an ongoing basis to ensure continued compliance with the AODA. 
   Training will include the following:
   1. An overview of the AODA, and the requirements of the customer service standard. 
   2. Overview of IASR and the Human Rights Code. 
   3. How to interact with people of various types of disabilities. 
   4. How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person. 
   5. How to use equipment or assistive devices that may be available on our premises to assist people with disabilities. 
   6. What to do if a person with a disability is having difficulty accessing our goods and services. 
7. Notice of Availability and Formats of Documents: Lenbrook will provide documents related to the Accessibility Standard for Customer Service in a format that takes into account the disability of the person requesting the documents. 
8. Feedback: Customers who have questions or wish to provide feedback on the way Lenbrook Industries provides goods and services to people with disabilities can contact our Human Resources department at: 
   • Email (humanresources@lenbrook.com) 
   • In person at 633 Granite Court, Pickering, Ontario L1W 3K1 
   • By telephone (905) 831-6555 ext 4444. 
   • Mail via Canada Post to 633 Granite Court, Pickering, Ontario L1W 3K1 

This policy and its related procedures will be reviewed as required in the event of legislative changes. 

LENBROOK INDUSTRIES
MULTI-YEAR ACCESSIBILITY PLAN

Updated September 2023

 

Introduction

Lenbrook Industries is committed to excellence in serving all our customers, clients and employees, including those with disabilities. This accessibility plan outlines the policies and actions that Lenbrook Industries has or will put in place to improve opportunities for people with disabilities.

Statement of Commitment

Lenbrook Industries is committed to treating all people in a way that allows them to maintain their dignity and independence. 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 (AODA).

This Multi-Year Accessibility Plan (‘the Plan”), outlines our strategy to prevent and remove barriers to address the current and future requirements of the AODA. It also fulfills our disclosure commitment as outlined in the Accessibility Policy. 

Under the AODA and the IASR, the following accessibility standards set certain requirements that are applicable to the company: 

1. General Requirements 
2. Information and Communications 
3. Employment Standards 
4. Design of Public Space 
5. Customer Service 

Accordingly, we have committed to: 

1. Post this Plan on our Website (www.lenbrook.com) 
2. Provide this Plan in an accessible format, upon request; and 
3. Review and update this Plan as required. 

Part 1
General Requirements

Commitment 

The Company will establish policies about how it will meet its obligations under the IAS that are consistent with the principles of dignity, independence, integration and equal opportunity. 

ESTABLISHMENT OF ACCESSIBILITY POLICIES AND PRACTICES

Status: Completed 

• Lenbrook has implemented an Accessibility Policy which governs how the organization achieves and sustains accessibility and highlights the organizations statement of commitment to meet the requirements of the AODA and the IAS. 
• Our Accessibility Policy was reviewed and updated in 2023 in accordance with the AODA. 
• Our Accessibility Policy is available on our website. 
• We will continue to review and update our Accessibility Policy on an ongoing basis. 
• We will continue to provide our Accessibility Policy in accessible formats. 

ESTABLISHMENT OF A MULTI-YEAR ACCESSIBILITY PLAN 

Status: Completed 

• Lenbrook has established, implemented, and will maintain this Plan, last reviewed and updated in 2023. 
• 2023 Accessibility Compliance Report was filed as required. We will complete and file our next Accessibility Compliance Report as required by the AODA. 
• The Plan will be posted on our website and will be provided in accessible formats upon request. 
• Plan will be reviewed and updated based on changes to the AODA and customer feedback. 

TRAINING 

Status: Completed 

• Lenbrook will take the necessary steps to ensure that training required to meet Ontario’s accessibility laws is provided and updated. 
• We have provided training to employees on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. 
• All training records are maintained electronically within the HR Department. 
• Training is included with the orientation and onboarding of new employees. 

INFORMATION AND COMMUNICATIONS 

Lenbrook is committed to meeting the communication needs of people with disabilities. 

Upon request, and as soon as practicable, Lenbrook will arrange for the provision of accessible formats or communication supports for people with disabilities. We will consult with the person making the request to determine their information and communication needs. Lenbrook will provide individual support on request. 

Part 2
INFORMATION AND COMMUNICATION

Commitment

Lenbrook is committed to complying with the provisions of the AODA in respect of this requirement, with the objective of making applicable company information and communications accessible to persons with disabilities. 

FEEDBACK

Status: Completed 

Lenbrook has a process in place for receiving and responding to feedback about how goods, services and facilities are provided to people with disabilities. 

• Lenbrook provides a feedback process for customers, clients and employees with disabilities. 
• We acknowledge customer feedback and provide information about resulting actions based on the concerns that were submitted. 
• We will continue to revise our information processes through feedback received and design future digital services in accordance with the AODA. 

Methods of providing feedback: 

• Email (humanresources@lenbrook.com) 
• In person at 633 Granite Court, Pickering, Ontario L1W 3K1 
• By telephone (905) 831-6555 ext 4444. 
• Mail via Canada Post to 633 Granite Court, Pickering, Ontario L1W 3K1 

ACCESSIBLE FORMATS AND COMMUNICATION SUPPORTS

Status: Completed 

• Lenbrook will provide information and communicate in an accessible manner about our goods, services or facilities in a way that takes into account the person’s accessibility needs. 
• We consult with the person making the request in determining the suitability of an accessible format or communication support. 
• We will continue to train our employees on accessible formats, including technological improvements. 

EMERGENCY PROCEDURES 

Status: Completed 

• We will provide emergency information to employees in accessible formats, upon request. 
• We will continue to improve public emergency procedures with accessibility features and personalized plans. 

ACCESSIBLE WEBSITE AND WEB CONTENT

Status: Completed 

• The Company website is compliant with World Wide Web Consortium Web Content Accessibility Guidelines: WCAG 2.0 Level AA – new Internet websites and web content. 

Part 3
EMPLOYMENT STANDARDS 

Commitment

Lenbrook is committed to fair and accessible employment practices and complying with the provisions of the AODA in respect of all stages of the employment life cycle. The objective is to make the recruitment process accessible to persons with disabilities. 

RECRUITMENT

Status: Completed 

• The company notifies employees and the public of the availability of accommodation for applicants with disabilities in the recruitment process. 
• The Company website and all job postings state that accommodation is available for applicants with disabilities. 
• The Company notifies job applicants individually selected to participate in an assessment or the selection process, that accommodations are available upon request in relation to the materials or processes to be used in the assessment/selection process. 
• If a selected applicant requests an accommodation, we will arrange for the provision of suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability. 
• When making an offer of employment, we will notify the successful applicant of our policies for accommodating employees with disabilities. 

INFORMING EMPLOYEES OF SUPPORTS AND ACCESSIBLE FORMATS

Status: Completed 

• We inform employees of our policies used to support employees with disabilities, including but not limited to, our Accessibility Policy, our Accommodation Policy that take into account an employee’s accessibility needs due to disability. 
• We provide information to new employees as soon as practical and update information whenever there is a change to these policies. 
• We provide or arrange for the provision of accessible formats and communication supports upon request by an employee where information is needed to perform the employee’s job or for information that is generally available to employees in the workplace. 
• We consult with our employee making the request in determining the suitability of an accessible format or communication support. 
• Provide ergonomic assessments and other modifications to workstations, as needed. 
• We update all employee training, including our Accessibility Policy, and provide these changes to new and existing employees. 
• Continue supporting applicants and employees with disabilities in the above ways. 

WORKPLACE EMERGENCY RESPONSE INFORMATION

Status: Completed 

• We will provide individualized emergency response plans that are confidential and disclosed only with employee consent on a need-to-know basis. 
• We will review individualized workplace emergency response information when the employee moves to a different location in the organization; the employee’s overall accommodations needs or plans are reviewed; and/or the Company reviews its emergency response policies. 
• We will review and revise existing plans as often as required under the AODA. 

ACCOMODATION PLANS AND RETURN TO WORK

Status: Completed 

• We will provide individualized accommodation and return to work processes that are confidential and disclosed only with employee consent on a need-to-know basis, in accordance with the AODA. 

PERFORMANCE MANAGEMENT AND CAREER DEVELOPMENT

Status: Completed 

• We provide accommodation to employees with disabilities throughout all stages of the employment life cycle. 
• We will continue to review and update our policies as required by the AODA. 

Part 4
DESIGN OF PUBLIC SPACES 

Status: Completed 

• Lenbrook has met the AODA requirements for roadways, sidewalks, parking areas and waiting areas. 
• We will continue to ensure that any new developments meet AODA and Building Code requirements. 

Part 5
CUSTOMER SERVICE 

Status: Completed 

• Lenbrook has trained employees on providing accessible customer service, including interacting with persons with disabilities and working with service animals, assistive devices and support persons. 
• Records of all employee training are kept electronically. 
• Lenbrook welcomes support persons and service animals on our premises. 
• Lenbrook will continue to provide information regarding temporary disruptions in service. 
• We will continue to revise our customer service based on feedback received. 

MEASURING PROGRESS

Lenbrook will continually monitor and update our progress with respect to this Plan by: 

• Comparing our action plan goals against real-time results. 
• Reviewing customer feedback on this Plan and our customer service. 
• Reviewing and revising this Plan as needed and in accordance with the AODA. 

We welcome client feedback about our Plan and our efforts to meet AODA and IAS requirements. 

For comments about this plan, or to request accessible formats, please contact us at humanresources@lenbrook.com 

Current Revision Date: September 2023