Accessibility

INTEGRATED ACCESSIBILITY STANDARDS POLICY

 The following policy has been established by Forrec Ltd. to govern the provision of services with Regulation 191/11, “Integrated Accessibility Standards” (“Regulation”; IASR) under the Accessibility for Ontarians with Disabilities Act (AODA), 2005.

These standards have been developed to break down barriers and increase accessibility for persons with disabilities in the areas of information and communications and employment.

Forrec Ltd. is governed by this policy as well as the Accessible Customer Service Policy and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), in meeting the accessibility needs of persons with disabilities.

Commitment

Forrec Ltd. is committed to ensuring equal access and participation for people with disabilities and 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 preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

Multi-Year Accessibility Plan

Forrec Ltd. will develop, maintain, and document a Multi-Year Accessibility Plan outlining the company’s strategy to prevent and remove barriers from its workplace and to improve opportunities for persons with disabilities.

The Multi-Year Accessibility Plan will be reviewed and updated periodically and will be posted on the company’s website. Upon request, Forrec Ltd. will provide a copy of the Multi-Year Accessibility Plan in an accessible format.

Training

Forrec Ltd. will ensure that training is provided on the requirements of the accessibility standards referred to in the Regulation and continue to provide training on the Human Rights Code as it pertains to persons with disabilities. Training will be provided to all employees and the Board of Directors. In addition, we will strive to ensure that any contractors hired by the company are compliant with the AODA.

Employees will be trained whenever changes are made to the Accessibility Policy. New employees will be trained upon commencement of employment.

Information and Communications Standards

Feedback

Forrec Ltd. 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, upon request.

Accessible Formats and Communication Supports

Upon request, Forrec Ltd. will provide, or will arrange for the prompt provision of, accessible formats and communication supports for persons with disabilities that take into account the person’s accessibility needs due to disability.

Forrec Ltd. will consult with the person making the request in order to determine the suitability of an accessible format or communication support.

Forrec Ltd. will also notify the public about the availability of accessible formats and communication supports.

Employment Standards

Recruitment, Assessment, and Selection Process

Forrec Ltd. will notify its employees and the public about the availability of accommodation for applicants with disabilities in its recruitment process.

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

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

Notice to Successful Applicants

When making offers of employment, Forrec Ltd. will notify the successful applicant of its policies for accommodating employees with disabilities.

Informing Employees of Supports

Forrec Ltd. will continue to inform its employees of its policies (and any updates to those policies) regarding the support of employees with disabilities, including 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 is practicable after commencing employment.

Accessible Formats and Communication Supports for Employees

Upon the request of an employee with a disability, Forrec Ltd. 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 their job, and information that is generally available to other employees. In determining the suitability of an accessible format or communication support, Forrec Ltd. will consult with the employee making the request.

Workplace Emergency Response Information

Forrec Ltd. 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 Forrec Ltd. is aware of the need for accommodation due to the employee’s disability. Forrec Ltd. will provide this information as soon as practicable after becoming aware of the need for accommodation.

Where the employee requires assistance, Forrec Ltd. will, with the consent of the employee, provide the workplace emergency response information to the person designated by Forrec to provide assistance to the employee.

Forrec Ltd. will review the individualized workplace emergency response information when the employee moves to a different location in the organization and/or when the employee’s overall accommodations needs or plans are reviewed.

Documented Individual Accommodation Plans

Forrec Ltd. will maintain a written process for the development of documented individual accommodation plans for employees with disabilities.

If requested, information regarding accessible formats and communication 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.

Return to Work Process

Forrec Ltd. maintains 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 outlines the steps Forrec 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 (i.e., the Workplace Safety Insurance Act, 1997).

Performance Management, Career Development and Advancement, and Redeployment

Forrec Ltd. 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.

Questions About This Policy

This policy has been developed to break down barriers and increase accessibility for persons with disabilities in the areas of information and communications and employment. Should you have any questions about or require further clarification of this policy, please contact:

Jennifer King, Director – Human Resources
jking@forrec.com
416-696-8686
219 Dufferin St., Suite 100C, Toronto, ON M6K 3J1

 

ACCESSIBLE CUSTOMER SERVICE POLICY

Our Mission

Forrec Ltd. is an entertainment design company that creates places of escape and destinations of distinction. Our creative house leads in the design of theme parks, water parks, mixed use and entertainment developments, resorts, and visitor attractions globally. We create guest experiences others don’t, master plan like no one else can, and give the world’s biggest brands results they never thought possible.

Our Commitment

In fulfilling our mission, we are committed to providing our services in a way that respects the dignity and independence of persons with disabilities. We are also committed to giving persons with disabilities the same opportunity to access our services and to benefit from the same services, in the same place, and in a similar way to that of other customers. The objective of this policy (the “Policy”) is to ensure that we meet the requirements of the Standard and promote its underlying core principles, described below.

Core Principles of the Policy

We endeavour to ensure that the Policy and related practices, policies, and procedures are consistent with the following four (4) core principles:

  1. Dignity – Persons with a disability should be treated as valued customers who are as deserving of service as any other customer.
  2. Equality of Opportunity – Persons with a disability should be given an opportunity equal to that given to others to obtain, use, and benefit from our goods and services.
  3. Integration – Wherever possible, persons with a disability should benefit from our goods and services in the same place and in the same or similar manner as any other customer. In circumstances where integration does not serve the needs of the person with a disability, goods and services will, to the extent possible, be provided in another way that takes into account the person’s individual needs.
  4. Independence – Goods and services should, where possible, be provided in a way that respects the independence of persons with a disability. To this end, we will be willing to assist a person with a disability but will not do so without first attempting to get the permission of the person with a disability.

Providing Goods and Services to People with Disabilities

Policies, Practices, and Procedures

Forrec Ltd. shall make all reasonable efforts to ensure that its policies, practices, and procedures which impact the delivery of its goods and services to the public or to other third parties are consistent with the principles of dignity, equality of opportunity, integration, and independence as defined above.

Communication

Forrec Ltd. strives to communicate with persons with a disability in a manner that takes into account the disability.

All staff who communicate with customers will receive training on how to interact and communicate with people with various types of disabilities.

Telephone Services

We will train staff to communicate with customers over the phone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers by email if telephone communication is not suitable to their communication needs.

Assistive Devices

We are committed to serving persons with disabilities who use assistive devices to obtain, use, or benefit from our services. If there is a physical, technological, or other type of barrier that prevents the use of an assistive device on our premises, we will make efforts to provide an alternative means of assistance to the person with a disability.

We will ensure our employees are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.

Billing

We will provide invoices in accessible formats to all of our customers as required. Such formats include: hard copy, large print, email, or having the invoice read aloud.

We will answer any questions customers may have about the content of the invoice by telephone or email.

Off-site Meetings

We will strive to hold off-site meetings in locations that are accessible to the customer’s needs.

Accessibility at Our Premises

We offer the following facilities and services at Forrec Ltd.’s premises to which the Policy applies to enable persons with a disability to obtain, use, or benefit from our goods and services:

  • alternate formats of documents (e.g., commonly asked customer questions, etc.) available in a handout and in large print;
  • assistance of a staff person to complete a form;
  • communication supports such as reading a document aloud in clear, plain language;
  • a chair for waiting if a person’s disability prevents them from standing for lengthy period;
  • improved lighting in certain areas for individuals with vision disabilities.

Our employees will receive training on how to provide and use services made available on Forrec Ltd.’s premises to assist persons with a disability to obtain, use, or benefit from our services.

Service Animals

We are committed to welcoming persons with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will ensure that all employees are properly trained on how to interact with persons with disabilities who are accompanied by a service animal.

Support Persons

We are committed to welcoming persons with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Forrec Ltd.’s premises with their support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to their support person while on our premises.

If Forrec Ltd. requires that a person with a disability be accompanied by a support person for health and/or safety reasons, we will:

  • consult with the person to understand their needs;
  • consider health and/or safety reasons based on available evidence; and
  • determine if there is no other reasonable way to protect the health and safety of the person or others on the premises.

Notice of Temporary Disruptions

Forrec Ltd. will notify customers if there is a planned or unexpected disruption in the facility or services usually used by persons with disabilities. The notice will be posted at the entrance of the applicable premises and on the home page of the Forrec Ltd. website.

The notice will include the following information:

      1. That a facility or service is unavailable.
      2. The anticipated duration of the disruption.
      3. The reason for the disruption.
      4. Alternative facilities or services, if available.

Training and Records

Forrec Ltd. will provide ongoing training as required under the Standard, to all employees as soon as practicable after they commence employment. Ongoing training will occur as changes are made to policies, procedures, and practices, and as new individuals assume any applicable duties.

Content of Training

Training will include:

  • A review of the purpose of the Act and requirements of the Standard.
  • A review of the Policy.
  • How to interact and communicate with persons with various types of disabilities.
  • How to interact with persons with a disability who use an Assistive Device or require the assistance of a Service Animal or Support Person.
  • How to use equipment or devices made available on our premises to assist persons with a disability to obtain, use, or benefit from our services.
  • What to do if a person with a disability is having difficulty accessing our premises and/or services.

Documenting Training

Records of the training provided, including the training protocol, the dates on which the training is provided, and the number of individuals to whom the training is provided shall be maintained in accordance the requirements of the Standard.

Feedback Procedure

Forrec Ltd. aims to meet and surpass customer expectations while serving customers with disabilities. Thus, we welcome and appreciate feedback regarding this Policy and its implementation. Feedback can be provided in the following ways:

      • In person at 219 Dufferin Street, Suite 100C, Toronto, Ontario, M6K 3J1
      • By telephone at 416 696-8686
      • In writing to 219 Dufferin Street, Suite 100C, Toronto, Ontario, M6K 3J1
      • By email to hr@forrec.com

Where possible, we will respond to complaints within two (2) weeks of the date that the complaint is received.

In certain circumstances, we may be required to take more action to effectively address the complaint. In such circumstances the customer will receive an acknowledgement that the complaint has been received within two (2) weeks and we will respond to the complaint as soon as is practicable thereafter.

Documentation to be Made Available

This Policy, and related practices and protocols, shall be made available to any member of the public upon request.

Notification of same shall be posted on Forrec Ltd. website and at a conspicuous place on our premises to which this Policy applies.

Format of Documents

Forrec Ltd. will provide documents, or the information contained in documents, required to be provided under the Standard, to a person with a disability in a format that takes the person’s disability into account.

Modifications to This or Other Policies

We are committed to developing customer service policies that respect and promote the dignity and independence of persons with disabilities. Therefore, no changes will be made to this policy before considering the impact on persons with disabilities.

Any pre-existing policy at Forrec Ltd. that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed.

Questions About This Policy

For more information about the Policy or for questions regarding Forrec Ltd. policies, practices, and procedures for accessible customer service please contact the Human Resources department:

      • In person at 219 Dufferin Street, Suite 100C, Toronto, Ontario, M6K 3J1
      • By telephone at 416 696-8686
      • In writing to 219 Dufferin Street, Suite 100C, Toronto, Ontario, M6K 3J1
      • By email to hr@forrec.com