ACCESSIBILITY
STATEMENT.

Our Commitment

True North Salt Inc. is dedicated to delivering excellent service and providing its goods and services to every customer, including people with disabilities. We strive to ensure that people with disabilities receive equal access and benefit in a way that honours their dignity and independence and is equitable in relation to the public as a whole. We support this commitment by identifying, preventing and removing accessibility barriers and by fulfilling our obligations under the Accessibility for Ontarians with Disabilities Act, 2005 and its applicable standards.

Purpose

This policy establishes guidance for providing our goods and services to people with disabilities while meeting the requirements of Ontario’s accessible customer service standards under the Accessibility for Ontarians with Disabilities Act, 2005.

Assistive Devices

We welcome customers who rely on assistive devices to access, use or benefit from our goods and services. Employees will receive training and become familiar with the types of assistive devices customers may use while obtaining service from True North Salt.

Communication

Our employees will communicate with people with disabilities in ways that take their individual needs into account. Staff will use methods that support effective communication when a person requests, receives or uses our goods and services. Employees who communicate with customers will be trained on appropriate and respectful interaction with people who have different disabilities.

Service Animals and Support Persons

People with disabilities and their service animals are welcome in areas of our premises that are available to the public. Our staff will be trained on respectful interaction with customers who are accompanied by service animals.

A customer with a disability may also be accompanied by a support person while on our premises. We will not prevent that customer from maintaining access to their support person.

Notice of Temporary Disruption

When a facility or service within our control is temporarily unavailable, whether the disruption is planned or unexpected, we will make reasonable efforts to notify customers. The notice will explain the reason for the disruption, its expected length and any alternative facilities or services that may be available. Notices may be displayed in visible locations at our premises or communicated through another reasonable method suited to the circumstances.

Training for Staff

Employees who work with members of the public will receive accessible customer service training. New employees will receive this training as part of their orientation within a reasonable period after they are hired.

Training will address:

• The Accessibility for Ontarians with Disabilities Act, 2005 and the applicable accessible customer service requirements
• True North Salt’s Accessible Customer Service Plan
• Respectful interaction and communication with people with different types of disabilities
• Working with people who use assistive devices or who are accompanied by a service animal or support person
• Steps to take when a person with a disability experiences difficulty accessing our goods or services

Additional training will be provided whenever the accessible customer service plan is changed.

Feedback Process

This policy is intended to support service excellence and meet the needs of customers with disabilities. We welcome comments about how effectively our goods and services are being delivered. Members of the public may provide feedback by telephone, in writing, electronically or through another suitable method.

Feedback and complaints will be directed to the Human Resources Department and addressed as promptly as possible. Matters that require additional review or action may be referred to an appropriate higher level within the organization.

Upon request, we will provide or arrange accessible formats and communication supports so that people with disabilities can use our feedback process.

Modifications to This or Other Policies

Any True North Salt policy that fails to respect and advance the dignity and independence of people with disabilities will be revised or withdrawn.

This policy supports our goal of service excellence for customers with disabilities. For questions, clarification or a copy of the policy, please contact: