Accessibility

Multi-Year Accessibility Plan

Boggio Family of Pharmacies is committed to meeting its obligations under the Accessibility for Ontarians with Disabilities Act (AODA) and the related Integrated Accessibility Standards Regulations. This 2014-2021 accessibility plan outlines the policies and actions that Boggio Family of Pharmacies will put in place to improve opportunities for people with disabilities. Boggio Family of Pharmacies Multi-Year Accessibility Plan will be reviewed and updated at least once every five years and/or as required.

Statement of Commitment

Boggio Family of Pharmacies 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.

Customer Service Standard and Achievements Status

Complete/Ongoing

Boggio Family of Pharmacies is committed to excellence in serving all customers including persons with disabilities. We have put customer service policies into practice as required by the Accessibility for Ontarians with Disabilities Act, 2005

Our policies:

  • Consider a person’s disability when communicating with them
  • Allow assistive devices in the workplace, like wheelchairs, walkers and oxygen tanks
  • Allow service animals
  • Welcome support persons
  • Inform customers when accessible services aren’t available
  • Invite customers to provide feedback

Accessible Emergency Information Status

Complete/Ongoing

Boggio Family of Pharmacies is committed to providing its customers and clients with publicly available emergency information in an accessible way upon request. We will also provide employees with disabilities with individualized emergency response information when necessary. Our Accessibility for Ontarians with Disabilities policies are in a written format and are available to the public. These policies will be provided in an accessible format when requested.

Boggio Family of Pharmacies is committed to maintaining a safe workplace for all employees and will continue to revise and review existing emergency plans for employees requiring assistance with accessibility in the event of an emergency. We will review the emergency response information when the employee changes work locations and/or when we review the employee’s overall accommodation needs. We will also review our organization’s emergency response policies on an annual basis.

Training Status

Complete/Ongoing

Boggio Family of Pharmacies will provide training to 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. Boggio Family of Pharmacies has taken the following steps to ensure that employees are provided with the required training that meets Ontario’s accessibility laws:

  • Training is provided to all staff and all new hires within two weeks of their hire date
  • Training covers the accessibility requirements for the Integrated Accessibility Regulation Standards and Accessible Customer Service Standard
  • Training covers how the Human Rights Code pertains to persons with disabilities

Information and Communication Status

Complete/Ongoing

Boggio Family of Pharmacies is committed to meeting the communication needs of people with disabilities. We have taken the appropriate steps to ensure existing feedback processes are accessible to people with disabilities upon request, i.e. in person at any of our stores, our ‘contact us’ section on our website, by mail and via telephone. We can ensure that our feedback process is made available upon request in a manner that accommodates the customer’s specific disability.

Boggio Family of Pharmacies has taken the appropriate steps to make sure that all publicly available information is made accessible in various forms to meet the individual needs of customers with disabilities, i.e. print, in various font sizes, via our website and via our employees by way of verbal communication. In addition, Boggio Family of Pharmacies is committed to welcome the feedback of such customers with disabilities in order to understand how to best meet their specific needs.

Boggio Family of Pharmacies will take the necessary steps to make all new websites and content on those sites conform to WCAG 2.0, Level AA by January 01, 2021.

Employment Standards Status

Complete/Ongoing

Boggio Family of Pharmacies is committed to fair and accessible employment practices. We will accommodate people with disabilities during the recruitment and selection processes and when people are hired. If a job applicant requests accommodation, we will consult with them and make adjustments that best suit their needs. All of our job postings will inform applicants of our commitment to accommodation during the recruitment process and we will consult with a candidate prior to an interview to determine any accommodation requirements.

Boggio Family of Pharmacies will work with any employee returning to work after an absence due to a disability. We will take the steps necessary to facilitate a return to work/accommodation plan and assist the employee as needed for their individual requirement based on their physician’s written direction. Our employees are made aware of our processes and procedures for ability management.

Boggio Family of Pharmacies will take into account the accessibility needs of employees, and as applicable, their individualized accommodation plans, when assessing performance, managing career development and advancement or when deployment is required.

Kiosks Status

Complete/Ongoing

Boggio Family of Pharmacies will consider the accessibility of interactive electronic terminals when it is designing, procuring or acquiring any new self-serve kiosks. Currently Boggio Family of Pharmacies has point of sale terminals and self-serve photo kiosks.

Design of Public Spaces Status

Ongoing

Boggio Family of Pharmacies will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. Public spaces include:

  • Outdoor paths of travel, like sidewalks, ramps and stairs
  • Accessible off street parking
  • Service related elements such as service counters and waiting areas

In the event of a service disruption, we will notify the public of the service disruption and alternatives available.

Other

Boggio Family of Pharmacies will take steps to prevent and remove any other accessibility barriers as identified by the public, customers and employees.

For more information on this multi-year accessibility plan please contact: Annie Beck 905-834-3514 annie@boggios.com

Accessibility Standards for Customer Service

Purpose

The purpose of this policy is to define and fulfill the requirements set out in Ontario Regulation 429/07 and the Integrated Accessibility Standards (Regulation 191/11) (IASR) set forth under the Accessibility for Ontarians with Disabilities Act, 2005 and to establish an organizational policy for governing the provision of its goods and services to persons with disabilities.

Definitions

a. “Assistive Devices” – An auxiliary aid such as communication aids, cognition aids, personal mobility aids and medical aids (i.e.: canes, crutches, wheelchairs or hearing aids). b. “Disabilities” – As per the Ontario Human Rights Code, disability means:

  1.  any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of paralysis, amputation, lack of physical coordination, blindness or visual impairment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or 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 Safe and Insurance Act, 1997; (“handicap”)

c. “Employees” – All team members of Boggio Family of Pharmacies, whether the person is an employee, agent, volunteer or otherwise. d. “Organization” – Boggio Family of Pharmacies. e. “Persons with Disabilities” – Individuals who are afflicted with a disability as defined under the Ontario Human Rights Code (noted above). f. “Service Animals” – Any animal individually trained to do work or perform tasks for the benefit of a person with a disability. g. “Support Persons” – Any person whether a paid professional, volunteer, family member, or friend who accompanies a person with a disability in order to help with communications, personal care or medical needs, or with access to goods or services.

Scope

This policy shall apply to all team members of Boggio Family of Pharmacies, whether the person is an employee (full-time, part-time, contract), agent, volunteer or otherwise.

Commitment

Boggio Family of Pharmacies is committed to excellence in serving all customers including people with disabilities. As such, Boggio Family of Pharmacies will use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles:

  • The goods or services will be provided in a manner that respects the dignity and independence of persons with disabilities.
  • The provision of goods and services to persons with disabilities, and others, will be integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods and services.
  • Persons with disabilities will be given an opportunity equal to that given to others to obtain, use and benefit from the goods or services.
  • Persons with disabilities may use personal assistive devices and/or support persons in the access of goods and services.
  • When communicating with a person with a disability, employees, volunteers and contractors shall do so in a manner that takes into account the person’s disability.

Practices, Procedures & Requirements

To implement this policy, Boggio Family of Pharmacies shall establish, evaluate and revise the practices and procedures noted below, as required on providing goods and/or services to persons with disabilities, while following these four core principles:

  • Dignity
  • Independence
  • Integration
  • Equal Opportunity

1. Assistive Devices

Boggio Family of Pharmacies will ensure that staff is trained and familiar with various assistive devices that may be used by customers/staff with disabilities while accessing our goods and services. Every employee shall use reasonable efforts to allow persons with disabilities to use their own assistive device to access goods and/or services.

Boggio Family of Pharmacies currently provides the following types of assistive devices at our facilities:

  • Wheelchair accessible public washroom
  • All assistive devices currently for sale or rent
  • Written documents/policies

2. Communications

Boggio Family of Pharmacies will offer a variety of methods of communication and interact with people with disabilities in ways that take into account their disability.

3. Service Animals

Service animals offer independence and security to many people with various disabilities. Boggio Family of Pharmacies welcomes people with disabilities and their service animals on the parts of our premises that are open to the public. Examples of service animals include:

  • Dogs used by people who are blind
  • Hearing alert animals for people who are deaf, deafened or hard of hearing
  • Animals trained to alert an individual to an oncoming seizure and lead them to safety

Every employee will allow persons with disabilities to be accompanied by their guide dogs or service animal unless the animal is excluded by law. Where an animal is excluded by law from the premises, the reason why the animal is excluded shall be explained to the person with a disability. Other reasonable arrangements to provide goods and services shall be explored with the assistance of the person with the disability.

When a service animal is unruly or disruptive (jumping on people, biting, or other harmful behavior), an employee may ask the person with a disability to remove the animal from the area or refuse access to goods and services. Other reasonable arrangements to provide goods and services shall be explored with the assistance of the person with a disability.

4. Support Persons

Support persons assist people with disabilities in a variety of ways by assisting with communication, such as a sign language interpreter, or as a Personal Support Worker providing physical assistance. A support person may be a volunteer, friend or relative who will assist and support the customer. If Boggio Family of  Pharmacies requires a customer be accompanied by a support person for health and safety reasons, they will:

  • Consult with the person with a disability to understand their needs
  • Consider health and safety reasons based on available evidence
  • Determine if there is any other reasonable way to protect the health and safety of the person and premises

5. Notice of Temporary Disruption

In the event of a planned or unexpected disruption to our services or facilities for customers with disabilities such as an entrance way that is under repair, renovations that limit access to an area, or technology that is temporarily unavailable, Boggio Family of Pharmacies 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.

The notice will be placed at all entrances to our premises and on our customer newsletter if applicable.

6. Training Staff

Boggio Family of Pharmacies will provide training to employees, volunteers and other team members as necessary. All employees will receive training on the following:

  • An overview of AODA, 2005 and the requirements of the customer service standard
  • Boggio Family of Pharmacies Accessibility Standards for Customer Service Policy
  • Boggio Family of Pharmacies Integrated Accessibility Standards
  • 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 our goods and services

Current employees, agents, volunteers, management, etc. shall receive training. New employees, agents, volunteers, management, etc. shall receive training as soon as ‘practical’ after being assigned their role. Ongoing training to changes of policies, procedures shall be provided.

Training records shall be kept, including the dates when the training is provided, content of training and the number of individuals to whom the training was provided.

7. Feedback Process

Anyone who wishes to provide feedback on the way Boggio Family of Pharmacies provides service to people with disabilities or on anything else can verbally speak to any of our employees in person or by phone, put a suggestion in our suggestion box located at the front exit, e-mail, fax us or request any other accessible communication support to provide feedback.

8. Provision of Documentation

The Boggio Family of Pharmacies will upon request give a copy our Accessibility Standards for Customer Service policy to any person, in an accessible format agreed upon by both parties.

9. Review and Amendments

Any policy of Boggio Family of Pharmacies that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Integrated Accessibility Standards Regulations

Purpose

To define and comply with the requirements of the Integrated Accessibility Standards (Regulation 191/11) (IASR) set forth under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) which establishes accessibility standards to address barriers that persons with disabilities face in the areas of information and communications, employment and transportation.

Definitions

a. “Accessible” – Obtainable, usable, readable, audible, visible, understandable, clear, able to be entered and exited, flexible, etc. b. “Barrier” – Anything that prevents a person with a disability from fully participating in one or more aspects of society, including a physical barrier, an architectural barrier, information or communications barrier, attitudinal barrier, technological barrier, policy or practice. c. “Communication Supports” – supports that persons with disabilities may need to access information. These include, but are not limited to, captioning, alternative and augmentative communications supports, plain language, sign language and other supports that facilitate effective communications. d. “Disability” – As per the Ontario Human Rights Code, disability means:

  1. any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of paralysis, amputation, lack of physical coordination, blindness, or visual impairment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or 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 Safe and Insurance Act, 1997; (“handicap”)

e. “Feedback” – any comments, compliments, suggestions or complaints provided to the organization by its customers. f. “Internet Website” – a collection of related web pages, images, videos, or other digital assets that are addressed relative to common Uniform Resource identifier and is accessible to the public. g. “Kiosk” – an interactive electronic terminal including a point of sale device, intended for public use.

Scope

This policy shall apply to all team members of Boggio Family of Pharmacies, whether the person is an employee (full-time, part-time, contract), agent, volunteer or otherwise. Failure to comply with this policy may result in disciplinary action up to and including termination.

Commitment

Boggio Family of Pharmacies is committed to excellence in achieving a culture of inclusion across all locations by preventing and removing barriers for persons with disabilities. Boggio Family of Pharmacies is committed to ensuring everyone is treated equally, with courtesy and to have any needs for accommodation respected in a timely, suitable manner. As such, Boggio Family of Pharmacies will use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles:

  • Dignity
  • Independence
  • Integration
  • Equal opportunity

This policy should be read in conjunction with Boggio Family of Pharmacies multi-year accessibility plan as well as the Accessibility for Customer Service policy.

Practices, Procedures and Requirements

Boggio Family of Pharmacies will maintain a multi-year Accessibility Plan outlining its strategy for addressing the current and future needs of the AODA and IASR. The Accessibility Plan will be reviewed at least once every five years and it will be posted on our website. Upon request, the company will provide a copy of the Accessibility Plan in an accessible format.

  1. Self-Service Kiosks Boggio Family of Pharmacies will take accessibility into account when designing, procuring or attaining self-service kiosks, unless it is unpractical to do so.
  2. Accessible Formats and Communication Supports Boggio Family of Pharmacies will, upon request, provide or arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner that takes into account the person’s accessibility needs due to disability and at a cost that is no more than the regular cost charged to other persons. The company will consult with the person making the request in determining the suitability of an accessible format or communication support.

    Boggio Family of Pharmacies will notify the public about the availability of accessible formats and communication supports.

  3. Customer Feedback Boggio Family of Pharmacies will continue to ensure that its process for receiving and responding to feedback is accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communication supports as soon as it is practical, upon request.
  4. Accessible Websites and Web Content Boggio Family of Pharmacies will ensure that its company website is in line with accessibility requirements for online activity.
  5. Hiring Boggio Family of Pharmacies will accommodate the needs of people with disabilities in all of the company’s recruitment and hiring practices.

    The company will notify its employees and the public about the availability of accommodations for applicants with disabilities in its recruitment process.

    When job applicants are selected to continue on in the recruitment and selection process, the company will inform them of the availability for accommodation upon request, in regards to the materials or processes used in the recruitment and selection process.

    If an application requests an accommodation, the company will consult with the applicant and provide, or arrange to provide a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

    When making offers of employment, Boggio Family of Pharmacies will notify the successful applicant and make them aware of the company polices on accessibility and accommodating employees with disabilities.

  6. Workplace Information & Communication Boggio Family of Pharmacies will provide employees with workplace information in an accessible format, upon request. Workplace information can includes job descriptions, company policies and procedures, company news, updates, memos, health & safety information as well as emergency evacuation information. The company will maintain and update its policies on accessibility needs, accommodation and  supports for employees with disabilities. Employees will be kept informed of the accessibility policies as they are updated and all new hires will be informed of the company’s accessibility policies.

    Upon the request of an employee with a disability, Boggio Family of Pharmacies will consult with the employee to provide, or arrange for the provision of, accessible formats and communication supports for information that is needed by employees.

  7. Workplace Emergency Information Boggio Family of Pharmacies will provide individualized workplace emergency information to employees who have a disability, if the disability is such that the individualized information is necessary, and if the company is made aware of the employee’s need for accommodation due to the employee’s disability. The company will provide this information in a timely manner as soon as practical after becoming aware of the employee’s need for accommodation.

    Where the employee requires assistance, Boggio Family of Pharmacies will, with consent from the employee, provide the workplace emergency information to the person designated by the company to assist the employee.

    If and when the employee moves to a different department or location within the company, the company will review the individualized workplace emergency information developed for the employee. The company will regularly review the employee’s accommodation needs and plan as well as the general emergency polices.

  8. Developing Talent Boggio Family of Pharmacies will take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when conducting performance reviews, providing career development and advancement opportunities to employees.
  9. Accommodation Plans Boggio Family of Pharmacies has a written process for the development of documented individual accommodation plans for employees with disabilities. When requested, information regarding accessible formats and communications supports provided will be included in individual accommodation plans. Accommodation plans will include individualized workplace emergency information (when required), and will identify any other accommodation that is to be provided.
  10. Return to Work Boggio Family of Pharmacies has a documented return to work process for employees who have been absent from work due to a disability and who require disability-related accommodations in order to return to work. The return to work process outlines the steps the Company will take to facilitate the return to work and will include documented individual accommodation plans as part of the process. This return to work process will not replace any other return to work process created by or under any other statue (i.e Workplace Safety Insurance Act, 1997).

Proposed Accessibility Standards for the Design of Public Spaces

Purpose

To define and comply with the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces.

Commitment

Boggio Family of Pharmacies is committed to meeting the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. Public spaces include:

  • Customer Service counters
  • Check-out areas (counters and lines)
  • Waiting areas and private counselling rooms
  • Parking lots and exterior paths to our store locations
  • Shopping aisles
  • Washrooms
  • Fitting rooms

If one of Boggios Family of Pharmacies’ store locations is temporarily unable to offer services and facilities that would be used by customers with disabilities, we will make every effort possible to provide public notice of any planned or unexpected interruption to these services. Notices of disruption will be posted in a discernable area in the affected location(s) as soon as it is possible to so. The notices will include reason(s) for the disruption, its anticipated duration and the description of any alternative options, if available. In the event of a planned disruption, the affected location(s) will provide at least 48 hours’ notice by posting a notice as described above.