Accessibility for Ontarians with Disabilities Act

1. Our mission

The mission of Canada Bread Company, Limited is to provide delicious and nutritious baked goods and snacks in the hands of all.

2. Our commitment

In fulfilling our mission, Canada Bread Company, Limited strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We have always been committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

3. Providing goods and services to people with disabilities

Canada Bread Company, Limited is committed to excellence in serving all customers including people with disabilities. In this policy “customers” means members of the public and other third parties. We will carry out our functions and responsibilities in the following areas:

3.1 Communication

We will communicate with people with disabilities in ways that take into account their disability.

We will work with the person with a disability to determine what method of communication works for them.

3.2 Telephone services

We are committed to providing fully accessible telephone service to our customers. We will train staff 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 if telephone communication is not suitable to their communication needs or is not available.

3.3 Assistive devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.

Where necessary we will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities.

In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.

4. Use of service animals and support persons

We are committed to welcoming people with disabilities who are accompanied by a service animal or support person on the parts of our premises that are open to the public and other third parties, provided it would not be in contravention of any of the Food Safety regulations or would pose a Health and Safety risk.

When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

A service animal can be easily identified through visual indicators, such as when it wears a harness or vest, or when it helps the person perform certain tasks.

A regulated health professional is defined as a member of one of the following colleges:

  • College of Audiologists and Speech-Language Pathologists of Ontario
  • College of Chiropractors of Ontario
  • College of Nurses of Ontario
  • College of Occupational Therapists of Ontario
  • College of Optometrists of Ontario
  • College of Physicians and Surgeons of Ontario
  • College of Physiotherapists of Ontario
  • College of Psychologists of Ontario
  • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

If service animals are prohibited by another law, we will work with the person with a disability to discuss another way to access our goods, services or facilities.

5. Notice of temporary disruption

Canada Bread Company, Limited will provide customers with notice in the event of a planned or unexpected 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.

The notice will be placed at all public entrances and service counters on our premises.

6. Training for staff

Training will be provided to all associates, volunteers or other third parties on behalf of Canada Bread, and all those who are involved in the development and approvals of customer service policies, practices and procedures.

Training will include the following:

  • How to interact and communicate with people with various types of disabilities.
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person.
  • How to use equipment or devices available on the provider’s premises or otherwise provided by the provider that may help with the provision of goods or services to a person with a disability.
  • What to do if a person with a disability is having difficulty in accessing Canada Bread goods and services.
  • Canada Bread’s policies, practices and procedures relating to the customer service standard.
  • For Ontario based employees, the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard will also be reviewed.

Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. This training occurs within the onboarding process as soon as practicable after assignment of duties. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

7. Feedback process

The ultimate goal of Canada Bread is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way Canada Bread provides goods and services to people with disabilities can be made by email or phone. All feedback will be directed to Human Relations and Corporate Affairs at CB_Accessibility@grupobimbo.com. Customers can expect to hear back in seven days. Canada Bread will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, upon request.

Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures.

8. Modifications to this or other policies

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

Any policy of Canada Bread that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

9. Questions about this policy

This policy is available upon request and exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to CB_Accessibility@grupobimbo.com, or to Lynn Langrock, Vice President of Human Relations and Corporate Affairs.