RICHELIEU HARDWARE
CUSTOMER SERVICE POLICY STATEMENT – AODA

PURPOSE - This policy sets out customer service standards of Richelieu Hardware (“Richelieu”) in providing goods and services to people with disabilities in Ontario.

COMMITMENT - Richelieu strives to provide its goods and services in a way that respects the dignity and independence of people with disabilities. As such, Richelieu is committed to give people with disabilities the same opportunity to access Richelieu’s goods and services, and allow them to benefit from the same services, in the same place and in a similar fashion as its other customers.

PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES - Richelieu is committed to excellence in serving every one of its customers, including people with disabilities. As such, Richelieu intents to carry out its functions and responsibilities as follow:

ORDERS AND BILLING - Richelieu is committed to providing accessible order placements and invoices to all of its customers. Richelieu will answer any questions customers may have about their orders or the content of an invoice in person, by telephone or e-mail.

USE OF SERVICE ANIMALS AND SUPPORT PERSONS - Richelieu is committed to welcoming people accompanied by a service animal on any of Richelieu’s premises open to customers in Ontario. Richelieu will ensure that all team members dealing with such customers and third parties are properly trained in how to interact with people are accompanied by a support person or a service animal. At no time will a person with a disability who is accompanied by a support person or a service animal be prevented from having access to his or her support person or service animal while on Richelieu’s premises.

NOTICE OF TEMPORARY DISRUPTION - Richelieu will provide its customers with reasonable prior notice in the event of a planned disruption in the facilities or services usually used by people 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. This notice will be placed at the entrances of every of our service counters located in Ontario.

TRAINING FOR STAFF - Richelieu will provide training to all team members dealing with Ontario customers on Richelieu’s behalf, including those involved in the development and approvals of this Customer Service Policy, related practices or procedures. Training may include any of the following:

Team members will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Team members will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

FEEDBACK PROCESS - Richelieu strives to meet and surpass its customer expectations, including while serving customers with disabilities. Comments regarding how well those expectations are being met are welcome and appreciated. Feedback regarding the manner in which Richelieu provides its services to people with disabilities can be made verbally in person, by phone, by e mail or by fax. All feedback will be directed to Richelieu’s customer service centers. Customers can expect to hear back from us within ten business days.

MODIFICATIONS TO THIS POLICY - No changes will be made to this policy without careful consideration of the impacts of such changes on people with disabilities. Any Policies of Richelieu that do not respect and promote the dignity and independence of people with disabilities will be modified or removed as soon as reasonably practicable.


EMPLOYMENT POLICY STATEMENT – AODA

PURPOSE - This policy sets out employment standards of Richelieu Hardware Canada Ltd. (“Richelieu”) in providing job position accessibility to candidates and employees with disabilities in Ontario.

COMMITMENT - Richelieu strives to provide commitment and strategies to prevent and remove barriers, enhance opportunities for people with disabilities and meet current and future requirements of AODA. As such, Richelieu is committed to fair and accessible employment practices that attract and retain talented employees with disabilities.

RECRUITMENT, ASSESSMENT OR SELECTION PROCESS - Richelieu will notify its employees and the public about the availability of accommodation for applicants with disabilities in all phases of the recruitment process by including a statement to this effect in all Ontario job postings. If a selected applicant requests an accommodation, Richelieu will consult with the applicant and provide or arrange for the provision of a suitable accommodation in a manner that considers the applicant’s accessibility needs due to disability.

NOTICE TO SUCCESSFUL APPLICANTS - When making offers of employment, Richelieu will notify the successful applicant of its policies for accommodating employees with disabilities, upon request.

INFORMING EMPLOYEES OF SUPPORTS - Richelieu will inform employees of its policies to support those with disabilities and consult with employees where accommodation of a disability is requested.

ACCESSIBLE FORMATS AND COMMUNICATION SUPPORT FOR EMPLOYEES - Richelieu will provide communication supports and accessible formats to employees who need assistance in accessing information required to perform their job duties. The company will consult with the employee making the request to determine the suitability of an accessible format or communication support.

WORKPLACE EMERGENCY RESPONSE INFORMATION – Subject to applicable job requirements, we will provide individualized workplace emergency response information to employees who have a disability, if their disability is such that the individualized information is necessary, and that Richelieu has been made aware of the need for accommodation. Individualized workplace emergency response information will be reviewed when an employee moves to a different location in the organization, when the employee’s overall accommodation needs or plans are reviewed and when Richelieu reviews its general emergency response policies.

DOCUMENTED INDIVIDUAL ACCOMMODATION PLANS - Richelieu will maintain a written process for the development of documented individual accommodation plans for employees with disabilities.

RETURN TO WORK PROCESS - Richelieu maintains a documented return to work process for its employees who have been absent from work due to a disability and who, subject to applicable job related requirements and/or limitations, require disability-related accommodations in order to return to work. The return to work process outlines the steps Richelieu 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 or override any other return to work process created by or under any other statute - ie., the Workplace Safety Insurance Act, 1997.

PERFORMANCE MANAGEMENT, CAREER DEVELOPMENT AND ADVANCEMENT & REDEPLOYMENT - Richelieu will continue to consider the accessibility needs of employees with disabilities as well as individual accommodation plans, when conducting performance management reviews, providing career development and advancement to employees when appropriate and/or reasonably feasible; and/or whenever redeploying employees.


Richelieu Hardware Canada’s Multi-Year Accessibility Plan

Introduction

Richelieu Hardware Canada Ltd is a North American leader and an agent for change in a dynamic and creative industry. We are proud to continuously train our employees regarding accessibly best practices to allow them to know and follow accessibly requirements and accordingly provide the best of services to our customers. To confirm our commitment toward accessibility, our multi-year accessibility plan describes the main actions that were taken and are still put in place by the Company to meet with the Accessibility for Ontarians With Disabilities Act (AODA), 2005 and to improve opportunities for people with disabilities.

Richelieu Hardware Canada Ltd strives to meet the needs of its employees and customers with disabilities and is working hard to remove and prevent barriers to accessibility.

Our plan shows how we are playing our role in making Ontario an accessible province for all Ontarians. The plan is reviewed and updated at least once every five (5) years. We train every new employee during their integration process and all employees 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 plan applies to Richelieu Hardware Canada Ltd subsidiary and affiliated entities as required by the AODA.

Section 1. Past Achievements to Remove and Prevent Barriers

Richelieu Hardware Canada Ltd has completed the following accessibility initiatives.

General actions taken

    1. Information and Communications

      • Employees and new hires were informed of applicable policies supporting employees with disabilities by January 2016.

      • Accessible formats and communication support for people with disabilities at a cost materially equivalent to regular cost charged to others are provided, upon request, by January 2012.

      • Workplace emergency response information procedures were developed while keeping in mind employees with disabilities by January 2012.

    2. Employment

      • Recruitment policies and procedures were updated to reflect AODA requirements by January 2016.

      • Inclusive employment processes for recruitment, retention and development are used within the Company, including: taken into account employees with disability communication needs, promotion or career development possibilities, technology supports, etc. by January 2016.

    3. Policies and Training

      • Integrated Accessibility Standards Policy was developed and implemented by January 2014.

      • Multi-Year Accessibility Plan was developed and implemented by January 2014.

      • Policies are available on the Company’s website by January 2024.

    4. Feedback

      • Processes for receiving and responding to feedback are accessible and meet the requirements of the IASR by January 2017.

    5. Design of Public Spaces

      • Newly constructed service counters, queuing or waiting areas, parking conform to applicable IASR requirements by January 2017.

      • New and redeveloped exterior paths of travel intended to serve a functional purpose meet applicable IASR requirements by January 2017.

      • New and redeveloped outdoor eating areas meet applicable IASR requirements by January 2017.


Section 2. Strategies and Actions

Richelieu Hardware Canada Ltd is committed to providing accessible customer service to people with disabilities. This means that we will provide goods, services and facilities to people with disabilities with the same high quality and timeliness as others.


    1. Information and Communication

      • Websites and web content will be published to ensure it conforms to the WCAG 2.0 Level AA by December 2024.

      • Individualized workplace emergency response information procedures are continuously being reviewed to take into consideration employees with disabilities.

      • Individualized workplace emergency plans are provided to employees requesting it following internal procedures.

    2. Employment

      • Recruitment policies and procedures are updated to better support our candidate’s accessibility needs and requests.

      • Communications with all employees are adapted to take into accounts their accessibility needs.

      • All employees are made aware of the Company’s ability to put in place accommodations to meet with accessibly requirements when needed.


    3. Policies and Training

      • Accessibility policies are always available for all employees upon request, online on the website or online on the Company’s internal drive.

      • Copies of accessibility policies are given to all new hires.

      • The multi-year plan is reviewed at least once every five (5) years.

      • All employees are being trained during their integration period about accessibility requirements.

    4. Feedback

      • Employees are encouraged to give feedback following internal processes and following up with their Manager or the Human Resources Department.

      • Richelieu strives to meet and surpasses its employees and customer expectations, including while serving customers with disabilities. Comments regarding how well those expectations are being met are welcome and appreciated. Feedback regarding the manner in which Richelieu provides its services to people with disabilities can be made verbally in person, by phone, by e-mail or by fax. All feedback will be directed to Richelieu’s customer service centres. Customers can expect to hear back from us within ten business days.

    5. Design of Public Spaces

      • The Company is doing Business-to-Business, which means we are doing transactions at the Wholesale’s Level.

      • No new buildings, offices or public spaces are planned to be constructed in the near future for customers.


        For more information

        For more information on this accessibility plan, please contact us:

      • E-mail address: RH@richelieu.com.

      • Phone #: 514-832-4010.

      • Name of contact person: Marjolaine Plante, CHRP – HR Vice-President.

      • Head office mail address: Human Resources Department, 7900 Blvd. Henri-Bourassa West, Montreal, Quebec, H4S 1V4.

Our accessibility plan is publicly posted at: https://www.richelieu.com/ca/en/.


Standard and accessible formats of this document are free upon request.