Accessible Customer Service Policy

1. PURPOSE & SCOPE

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is the Provincial Legislation with the purpose of developing, implementing and enforcing accessibility standards in order to achieve accessibility for persons with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises on or before January 1, 2025.

This policy is in accordance with the Accessibility Standards for Customer Service Ontario Regulation 429-07 and addresses the following:

• The provision of goods and services to persons with disabilities
• The use of assistive devices by persons with disabilities
• The use of service animals by persons with disabilities
• The use of support persons by persons with disabilities
• Notice of temporary disruptions in services and facilities
• Staff training
• Customer feedback regarding the provisions of goods and services to persons with disabilities
• Notice of availability and format of documents

2. POLICY STATEMENT

Mandarin strives at all times to provide equitable treatment with respect to goods and services without discrimination and harassment as prohibited by the Ontario Human Rights Code and the AODA. Mandarin is committed to providing its goods and services in a way that respects the dignity and independence of persons with disabilities. Persons with disabilities will benefit from the same services, in the same place and in a similar way as other customers. Management will ensure that all employees are properly trained on policies, practices and procedures that affect the way goods and services are provided to persons with disabilities. Employees will also be trained on an ongoing basis when changes are made to these policies, practices and procedures. Employees shall follow the policies, practices and procedures outlined when dealing with persons with disabilities.

3. PROVIDING GOODS & SERVICES TO PERSONS WITH DISABILITIES

Mandarin is committed to excellence in service all customers including persons with disabilities and we will carry out our functions and responsibilities in the following areas:

3.1 COMMUNICATION

Mandarin will communicate with persons with disabilities in ways that take into consideration their disability. Employees will be trained on how to interact and communicate with persons with various types of disabilities.

3.1.1 Telephone Communications

Mandarin is committed to providing fully accessible telephone service to our customers. We will train employees to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers by email, fax, or letter if telephone communication is not suitable to their communication needs or is not available.

3.2 USE OF ASSISTIVE DEVICES, SERVICE ANIMALS AND SUPPORT PERSONS

Mandarin will ensure that the access, use and benefit of goods or services are not compromised for persons with disabilities who require the use of assistive devices or who are accompanied by a service animal or support person.

3.2.1 Assistive Devices         

Assistive devices required by a person with a disability is permitted except where the device may pose a risk to the health and safety of a person with a disability or the health and safety of others on the premises.

3.2.2 Service Animals

A guest with a disability that is accompanied by a service animal will be allowed access to premises that are open to the public unless otherwise excluded by law. 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, and animals trained to alert an individual to an oncoming seizure and lead them to safety.

• If a service animal is excluded by law, Mandarin will ensure that alternative methods to allow the person with a disability to use or benefit from our goods and services, whenever reasonably possible
• If it is not readily apparent that the service animal is being used by the guest for reasons relating to his or her disability, Mandarin may request verification
• A guest that is accompanied by a service animal is responsible for maintaining care and control of the animal at all times
• If a health and safety concern presents itself, for example in the form of a severe allergy to the animal, Mandarin will make all reasonable efforts to accommodate the needs of all individuals
• No service animal can be evicted, excluded or separated from its owners unless the animal demonstrates behaviour posing a direct threat to the health and safety of others
• Those who object to the presence of a service animal will be consulted individually to find a compromise that does not hinder access for the individual with a disability
• In the event that a service animal must be separated from an individual, reasonable steps will be taken to serve the customer and address the safety and well-being of the service animal.

3.2.3 Support Persons

A support person is an individual who accompanies a guest with a disability to help his or her communication, mobility, personal care or medical needs or with accessing goods and/or services. All support persons are welcome at all Mandarin locations. Cost for goods and services for a support person accompanying a person with a disability will be the responsibility of the support person.

3.3 NOTICE OF TEMPORARY DISRUPTION TO FACILITIES OR SERVICES

Mandarin will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by persons with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at all public entrances and service counters on our premises.

4. STAFF TRAINING

Mandarin will provide training to all employees and all those who are involved in the development and approvals of customer service policies, practices and procedures. This training will be provided to all new employees and on an ongoing basis to ensure all employees stay current with any policy or procedural changes as it relates to the AODA Customer Service Standard. The training will include:

• The purposes of the AODA, 2005 and the requirements of the customers service standard
• How to interact and communicate with persons with various types of disabilities
• How to interact with persons with disabilities who use an assistive device, service animal or a support person
• How to use relay services for telephone communications
• What to do if a person with a disability is having difficulty accessing goods and services at Mandarin
• Current policies, practices and procedures relating to the customer service standard

5. FEEDBACK PROCESS

The ultimate goal of Mandarin is to meet and surpass customer expectations while service customers with disabilities. Comments on our services regarding how well those expectations are being met are welcomed and appreciated. Feedback regarding the way Mandarin provides goods and services to persons with disabilities can be made by email to info@mandarinrestaurant.com or verbally to the location’s Managing Partner. Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures.

6. MODIFICATIONS TO THIS OR OTHER POLICIES

Mandarin is committed to developing customer service policies that respect and promote dignity and independence of persons with disabilities. Therefore, no changed will be made to this policy before considering the impact on persons with disabilities. Mandarin will provide policy and procedure documents produced by the Mandarin in an alternative format upon request, within a reasonable amount of time.

7. QUESTIONS ABOUT THIS POLICY

This policy exists to achieve service excellence to customers with disabilities. If you have any questions on this policy or would like to obtain this document in an alternate format, please feel free to contact Head Office by mail, phone, or email.

Mandarin Restaurant Franchise Corporation
8 Clipper Court
Brampton, ON
L6W 4T9
Tel: 905.451.4100
Email: hr@mandarinrestaurant.com

Click here to download the large-font Customer Service Policy.

Integrated Accessibility Standards Policy

1. PURPOSE & SCOPE

The Ontario government passed the Accessibility for Ontarians with Disabilities Act (AODA) in 2005. It is the goal of the government of Ontario to make Ontario accessible by 2025. Mandarin Restaurant Franchise Corporation (“Mandarin”) is committed to complying with the Accessibility for Ontarians with Disabilities Act, 2005 and all of the standards under it in order to meet the accessibility needs of persons with disabilities in a timely manner.

2. POLICY STATEMENT

Mandarin 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 persons with disabilities in a timely manner, and will do so by identifying, removing and preventing barriers to accessibility and meeting accessibility standards in accordance with the AODA.

3. ACCESSIBILITY PLAN

Mandarin will establish, implement, maintain and document a Multi-Year Accessibility Plan outlining Mandarin’s strategy to identify, remove and prevent barriers and increase accessibility for persons with disabilities, in accordance with the Mandarin. The Multi-Year Accessibility Plan will be reviewed and updated at least once every five years. Upon request, Mandarin will provide a copy of the Multi-Year Accessibility Plan in an accessible format.

4. TRAINING

Mandarin is committed to ensuring that all employees, volunteers, and all other persons who provide goods, services and facilities on Mandarin’s behalf, and persons participating in the development and approval of Mandarin’s policies, are provided with appropriate training on the requirements of the IASR and on the Ontario Human Rights Code as it pertains to persons with disabilities, and are provided with such training as soon as practicable. Mandarin will keep a record of the training it provides, including the dates on which the training is provided and the number of individuals to whom it is provided. 

5. INFORMATION AND COMMUNICATION STANDARDS

Mandarin 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.

5.1 Accessible Websites and Web Content

In accordance with the IASR, Mandarin will ensure that our public websites and online content conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, Level A (new websites and online content) by January 1, 2014, to Level AA for all content by July 1, 2021.

5.2 Feedback

Mandarin is committed to ensuring a positive customer experience and that the process for receiving and responding to feedback is accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communications supports, upon request.

Feedback can be provided in the following ways:

• Feedback form (comment card) that can be provided by the restaurant on site
• In person or by phone to the Managing Partner of the restaurant
• Telephone: 905-451-4100
• Fax: 905-456-3411
• Email: info@mandarinrestaurant.com
• Website: https://mandarinrestaurant.com/contact-us/
• By mail:

Mandarin Restaurant Franchise Corporation
8 Clipper Court
Brampton, ON
L6W 4T9

5.3 Accessible Formats and Communication Supports

Upon request, Mandarin will provide, or will arrange for the provision of accessible formats and communication supports for persons with disabilities. Mandarin will do so 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.

Mandarin will consult with the person making the request in determining the suitability of an accessible format or communication support. Mandarin will also notify the public about the availability of accessible formats and communication supports.

5.4 Emergency Procedure, Plans or Public Safety Information

Mandarin is committed to complying with the provisions of the AODA in respect of this requirement, with the objective of making our company premises safer for persons with disabilities during emergency circumstances.

Emergency procedures, plans and public safety information that are prepared by Mandarin and made available to the public, will be made available in an accessible format or with appropriate communication supports, upon request.

6. EMPLOYMENT STANDARDS

Mandarin is committed to complying with the provisions of the AODA in respect of this requirement, with the objective of making the recruitment process accessible to persons with disabilities.

6.1 Recruitment, Assessment or Selection Process

Mandarin will notify job applicants, when they are individually selected to participate further in an assessment or selection process, that accommodations are available upon request in relation to the materials or processes to be used.

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

6.2 Notice to Successful Applicants

When making offers of employment, Mandarin will notify the successful applicant of its policies for accommodating Employees with disabilities.

6.3 Informing Employee of Supports

Mandarin will inform its employees of its policies (and any changes to those policies) used to support Employees with disabilities, including but not limited to policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability. This information will be provided to new employees as soon as practicable after commencing employment.

6.4 Accessible Formats and Communication Supports for Employees

Upon the request of an employee with a disability, Mandarin will consult with the employee to provide, or arrange for the provision of, accessible formats and communication supports for information that is needed to perform the employee’s job, and information that is generally available to other employees.

In determining the suitability of an accessible format or communication support, Mandarin will consult with the employee making the request.

6.5 Documented Individual Accommodation Plans

Mandarin will maintain a written process for the development of documented individual accommodation plans for employees with disabilities. If requested, information regarding accessible formats and communications supports provided will also be included in individual accommodation plans.

In addition, the plans will include individualized workplace emergency response information (where required), and will identify any other accommodation that is to be provided.

6.6 Return to Work Process

Mandarin will develop and have in place a documented return to work process for its 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 will outline the steps Mandarin will take to facilitate the return to work and will include documented individual accommodation plans as part of the process.

6.7 Performance Management, Career Development and Advancement & Redeployment

Mandarin will take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when conducting performance management, providing career development and advancement to employees, or when redeploying employees.

6.8 Workplace Emergency Response Information

Mandarin will provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary, and if Mandarin is aware of the need for accommodation due to the employee’s disability. Mandarin will provide this information as soon as practicable after becoming aware of the need for accommodation. Where the employee requires assistance, Mandarin will, with the consent of the employee, provide the workplace emergency response information to the person designated by Mandarin to provide assistance to the employee.

Mandarin will review the individualized workplace emergency response information when the employee moves to a different location in the organization, when the employee’s overall accommodations needs or plans are reviewed and when Mandarin reviews its general emergency response practices.

7. QUESTIONS ABOUT THIS POLICY

The Mandarin AODA Integrated Accessibility Standards Policy will be reviewed and updated on an annual basis. If you have any questions on this accessibility plan or would like to obtain this document in an alternate format, please feel free to contact Head Office by mail, phone, or email.

Mandarin Restaurant Franchise Corporation
8 Clipper Court
Brampton, ON
L6W 4T9
Tel: 905.451.4100
Email: hr@mandarinrestaurant.com

Click here to download the large-font Integrated Accessibility Standards Policy.

Multi-Year Accessibility Plan

Mandarin strives to meet the needs of its employees and customers with disabilities and is working hard to remove and prevent barriers to accessibility. Mandarin is committed to treating all people in a way that allows them to maintain their dignity and independence. We are committed to fulfilling our requirements under the Accessibility for Ontarians with Disabilities Act, 2005.

The Multi Year Accessibility plan outlines the steps we are taking to meet those requirements and to improve opportunities for people with disabilities. Our plan shows how we will play our role in making Ontario an accessible province for all Ontarians. The plan is reviewed and updated at least once every 5 years. We train every person as soon as practicable after being hired and provide training in respect of any changes to the Policies. We maintain records of the training provided including the dates on which the training was provided and the number of individuals to whom it was provided.

This Multi-Year Accessibility Plan applies to Mandarin Head Office and all Mandarin’s locations.

A) Customer Service Accessibility Standard
Mandarin has been in compliance with the Accessible Customer Service Regulation under the AODA, and will continue to comply with that regulation. Mandarin is committed to providing its goods and services in a way that respects the dignity and independence of persons with disabilities. Persons with disabilities will benefit from the same services, in the same place and in a similar way as other customers.

Management will ensure that all employees are properly trained on policies, practices and procedures that affect the way goods and services are provided to persons with disabilities. Employees will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

The following measures have been implemented by Mandarin with respect to the Customer Service Regulation:
1. The Accessibility Customer Service Policy is published on the Company website;
2. Notice will be provided on the website, email, or over the phone where applicable when a service disruption occurs and will be done quickly as possible if the disruption is unexpected;
3. Training on AODA Customer Service has been provided to all employees; completion of training of all employees is tracked and recorded;
4. AODA Training, including Customer Service, is also part of mandatory onboarding for all new hires in Mandarin;
5. Comments relating to our services with regard to customer service are welcome and appreciated. A process has been established to encourage feedback regarding the way that Mandarin provides goods and services to people with disabilities. The feedback process is posted on the website and comments can also be made verbally, by email or in writing; all feedback will be directed to Mandarin Management by email or phone;
6. All feedback collected from customers, or the general public is reviewed and analyzed to identify potential gaps in customer services, and to ensure appropriate actions are taken.

B) Integrated Accessibility Standards Regulation (IASR)

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

a) Accessible Emergency Information

Mandarin is committed to complying with the provisions of the AODA in respect of this requirement, with the objective of making our company premises safer for persons with disabilities during emergency circumstances. Mandarin will provide public emergency procedures, plans and public safety information to the public upon request, in an accessible format with appropriate communication support.

Mandarin has provided and will continue to provide employees with disabilities with individualized emergency response information when necessary, and as soon as practically. During the onboarding process for new hires, Mandarin informs new hires of the availability of individual emergency response plans that takes into account their disability.

b) Training

Mandarin provides training to employees 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. Training records will be maintained.

All Mandarin employees have taken the training that outlines the requirements of the accessibility standards, including customer service and the applicable Human Rights Code as it pertains to persons with disabilities. The training is rolled out to new employees as part of the new hire curriculum.

c) Information and Communications

Mandarin is committed to meeting the communication needs of people with disabilities. We will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities, upon request. Accessible formats may include, but are not limited to, large print, recorded audio and electronic formats, Braille and other formats used by persons with disabilities.

The following steps have been taken to ensure compliance in meeting information and communication needs:

• • Accessible Websites and Web Content

In accordance with the IASR, Mandarin has complied with the IASR requirements and made its website and content compliant to conform to World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, Level AA.

• • Feedback

Mandarin will ensure that Mandarin’s process for receiving and responding to feedback is accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communications supports, upon request. Mandarin will notify the public about the availability of accessible formats and communication supports.

• • Accessible Formats and Communication Support

Upon request, Mandarin will provide, or will arrange for the provision of accessible formats and communication supports for persons with disabilities. Mandarin will do so 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.

Mandarin will consult with the person making the request in determining the suitability of an accessible format or communication support. Mandarin will also notify the public about the availability of accessible formats and communication supports.

d) Employment Standards

Mandarin is committed to fair and accessible employment practices that attract and retain talented employees with disabilities. This includes providing accessibility in each phase of the employment process for both internal and external applicants.

The following steps have been taken to ensure compliance in employment practices:

• • • Recruitment

1. Specify that accommodation is available for applicants with disabilities in recruitment material, and with regards to interviews and assessments;
2. Notify successful applicants of policies for accommodating employees with disabilities when making offers of employment;
3. State that accommodations will be available on request for persons with disabilities on all Mandarin job postings;
4. Inform employees of policies supporting employees with disabilities. This information will be provided to new employees as soon as is practicable after hiring;
5. Provide updated information on accommodation policies to employees when they occur;
6. Consult with employee to determine suitability of format of support;

• • • Return to Work

Mandarin has developed and maintained a return to work process for our employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work.

• • • Performance Management, Career Development and Redeployment

Mandarin has reviewed and updated all relevant accommodation policies that support addressing the accessibility needs of employees with disabilities, as well as taking into account individual accommodation plans when using performance management processes, or providing career development and advancement opportunities, or redeploying employees with disabilities.

e) Design of public spaces

Mandarin will meet the Accessibility Standards for the Design of Public Spaces and Ontario’s Building Code when building or making major modifications to public spaces.

In the event of a service disruption, Mandarin will notify the public of the service disruption as soon as possible and alternatives will be available.

f) For more information

For more information on this Accessibility Plan, or for a copy of this plan in an accessible format, please contact Human Resources at hr@mandarinrestaurant.com.

Click here to download the large-font Multi-Year Accessibility Plan.