Ardene values and is committed to practices that are founded on the principles of dignity, independence, and equal opportunity for all. We believe in inclusion and are committed to providing accessible and equitable service to all our customers and internal and external stakeholders. We are committed to offering the same high standard of service that we offer to all our customers and will do so by preventing and removing any barriers to accessibility.
Policy
Ardene has a policy on accommodating disabilities that applies to all stores to ensure that customers with disabilities are treated with respect and dignity when accessing our premises and our goods and services.
COMMUNICATION AND ASSISTIVE DEVICES
Ardene is committed to communicating with people with disabilities in a manner that takes into account the person’s disability.
Ardene will accommodate the use of assistive devices (e.g. canes, wheelchairs, hearing and visual aids) for customers accessing our premises and our goods and services.
Where required, we train employees on how to interact with people with various disabilities and to become familiar with various types of assistive devices that may be used by our customers with disabilities while accessing our premises and our goods and services
Use of Service Animals and Support Persons
SERVICE ANIMALS
Unless otherwise excluded by law, Ardene will ensure that all persons accompanied by a service animal are permitted access to all parts of our premises that are open to the public and other third parties. Where a service animal is excluded by law, Ardene will consider alternative measures for a person to access our premises.
Where required, we will ensure that all employees are trained on how to interact with people with disabilities who are accompanied by a service animal.
SUPPORT PERSONS
Ardene is committed to welcoming people with disabilities who are accompanied by a support person. At no time will a person with a disability who is accompanied by a support person be prevented access to his or her support person while on our premises.
Where required, our employees will be trained to identify support persons such as a volunteer, friend, family member or paid professional who may accompany a customer while on our premises.
NOTICE OF TEMPORARY DISRUPTION
Should there be a disruption in our facilities or services, Ardene will post a notice with the reason for the disruption, its anticipated duration and description of alternative facilities or services, if available. The notice will be posted at or near the closest entrance to the service disruption and/or on the Ardene website where necessary. Ardene will undertake reasonable measures to rectify the situation as it arises. In the event of an unexpected disruption, notice will be provided as soon as possible.
EMPLOYEE TRAINING
Ardene will provide training to all employees who provide customer service as well as to those employees involved in the development and approval of customer service policies, practices and procedures as required. In these cases, Ardene will ensure that training remains current at all times. Training will also be provided upon changes to this policy, practices and procedures.
Ardene will keep a record of training that will include the dates training was provided and the names of employees who attended the training.
Where required, training will include:
The purpose and the requirements of the customer service standard;
Ardene’s policies, practices and procedures pertaining to the provision of services to persons with disabilities;
What to do if a person with a disability is having difficulty accessing Ardene’s facilities, goods or services;
How to interact and communicate with persons with various types of disabilities, including those who use assistive devices, or require the assistance of a service animal or support person.
ACCESSIBLE EMERGENCY INFORMATION
Ardene is committed to providing customers with publicly available emergency information in an accessible format upon request. Ardene will also provide employees with disabilities with individualized emergency response information when necessary.
EMPLOYMENT
Ardene is committed to fair and accessible employment practices. Ardene applies the following steps to notify applicants and employees, upon request, that reasonable accommodations will be provided to people with disabilities during the recruitment process and upon hire:
On the Ardene career website, Ardene specifies that it will make reasonable accommodations available for applicants with disabilities if required.
Upon request, Ardene will consult with applicants and arrange for suitable accommodation.
Ardene will advise successful applicants retained and who are made an offer of employment of its policies for accommodating employees with disabilities.
Ardene develops individual accommodation plans and return-to-work policies for employees that have been absent due to a disability:
Ardene ensures that the accessibility needs of employees with disabilities are considered during performance evaluations, career opportunity and redeployment.
Feedback
Ardene welcomes and appreciates feedback regarding accessibility. Feedback can be provided in the following ways:
In person at store level
In writing: Ardene Customer Service Department, 2575 Boul. Pitfield, Montreal, Qc, H4S 1W8
Ardene is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. This policy exists to achieve service excellence for customers with disabilities. Ardene reserves the right to make changes to this policy; however, no such changes will be made before considering the impact on people with disabilities.
NOTICE AND ACCESSIBLE FORMATS/ public information
Ardene shall notify customers that the documents required are available upon request.
Upon request, copies of the documents required will be provided to persons with disabilities in an alternative or accessible format that takes into account the person’s disability.
The terms above comply with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the Accessibility for Manitobans Act, 2013. This policy establishes our commitment to accessible customer service and employment under the Accessibility for Ontarians with Disabilities Act, 2005 and the Accessibility for Manitobans Act, 2013.
MULTI-YEAR ACCESSIBILITY PLAN FOR ARDEN HOLDINGS INC. ("ARDENE") ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT (AODA)
This 2014-2022 accessibility plan outlines the commitments and actions that Ardene has put in place to improve opportunities for people with disabilities.
It supplements the accessibility initiatives taken across the company identified on Ardene.com.
POLICIES
Ardene continues to implement its accessibility policy that applies to all stores to ensure that customers with disabilities are treated with respect and dignity when accessing our premises and our goods and services.
ACCESSIBLE EMERGENCY INFORMATION
Ardene provides customers with publicly available emergency information in an accessible format upon request and employees with disabilities with individualized emergency response information when necessary.
TRAINING
Ardene is committed to provide training to employees on the Human Rights Code as it relates to people with disabilities.
Ardene has provided online training to all of its employees in Ontario on the subject of customers with disabilities and will ensure that the training remains current. Training for existing employees was provided by January 1, 2015 and has since been updated and provided on an ongoing basis.
INFORMATION AND COMMUNICATIONS
Ardene is committed to meeting the communication needs of people with disabilities.
Ardene updated its website and content on its site to conform with WCAG 2.0, Level A and Level AA by January 1, 2021. Ardene has also taken the following steps to ensure existing feedback processes are accessible to people with disabilities upon request by January 1, 2015: Ardene assessed its processes for receiving and responding to feedback from customers and employees, considered accessibility requirements when creating new forms of communication, and made appropriate changes and accommodations where required or requested.
Ardene took the following steps to make sure all publicly available information is made accessible upon request by January 1, 2016: Ardene assessed the information it provided to the public, considered accessibility requirements when creating new forms of publicly available information, and made appropriate changes and accommodations where required or requested.
EMPLOYMENT
Ardene is committed to fair and accessible employment practices. By January 1, 2016, Ardene implemented the following steps to notify applicants and employees, upon request, that reasonable accommodations will be provided to people with disabilities during the recruitment process and when people are hired:
On the Ardene career website, Ardene specifies that it will make reasonable accommodations available for applicants with disabilities if required.
Upon request, Ardene will consult with applicants and arrange for suitable accommodation.
Ardene will advise successful applicants of its policies for accommodating employees with disabilities.
By January 1, 2016, Ardene took the following steps to develop and put in place a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability:
Develop a written process for individual accommodation plans.
Develop and document a return to work process for employees who have been absent from work due to a disability.
In 2022-2023 Ardene is working to review and ensure that the accessibility needs of employees with disabilities are considered during performance evaluations, career opportunity and redeployment.
DESIGN OF PUBLIC SPACES
Ardene worked towards meeting the Accessibility Standards for the design of public spaces by January 1, 2017 when building or making major modifications to public spaces which can include accessible off-street parking, ramps, sidewalks, entrances and service-related elements such as counters, check-out lines and washrooms.
For more information about this accessibility plan, or to request a free accessible format of this document, please contact the Ardene Customer Service Department:
In writing: Ardene Customer Service Department, 2575 boul. Pitfield, Montreal, QC H4S 1W8