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totes ISOTONER Canada, Limited

Accessibility Policy


This Accessibility Policy outlines the policies and practices of totes Isotoner Canada, Limited (“totes Isotoner”) with respect to accessibility for people with disabilities, including the customers of the Company.

totes Isotoner is committed to treating all people in a way that allows them to maintain their dignity and independence.  The Company believes in integration and equal opportunity. totes Isotoner is committed to meeting the needs of people with disabilities consistent with the accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”).


totes Isotoner Customer Service Plan


Providing Services to Persons with Disabilities

totes Isotoner is committed to excellence in providing goods and services to all customers of the Company and their representatives, including persons with disabilities.


Assistive Devices

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



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


Service Animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public, unless the service animal is otherwise excluded from the area by law or where there are overriding health and safety considerations.


Support Persons

A person with a disability who is accompanied by a support person will be allowed to have that support person accompany him or her on our premises.

While on our premises, the person with a disability shall be permitted to have access to his or her support person at all times.

totes Isotoner may require a person with disabilities to be accompanied by his or her support person while on our premises, but only if (1) it is necessary for the health and safety of the individual or others, and (2) there are no other reasonable alternatives to protect their health and safety. We will consult with the individual and consider the available evidence before making this decision.


Notice of Temporary Disruption

In the event of a planned or unexpected disruption to our services or facilities for customers with disabilities, totes Isotoner will notify customers promptly. This clearly posted 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 may be posted on our Company's website or, where appropriate, in the reception area of our office.


Training for Staff on Customer Service

totes Isotoner provides training to all employees and volunteers, as well as any person who deals with the public or other third parties on our behalf. Training will also be provided to any person who helps develop the Company's policies, practices and procedures governing the provision of services to customers or third parties. Training will be provided to new employees during their orientation period.

Training on customer service includes the following matters:

•   an overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the
    Customer Service Standards found in Part IV.2 of the Integrated Accessibility Standards (Ontario Regulation 191/11);

•   totes Isotoner's policies and procedures related to the customer 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 or require the assistance of a service animal
    or a support person;

•   how to use equipment or devices, where provided, available on-site or otherwise that may help with providing goods
    or services to persons with disabilities;

•   what to do if a person with a disability is having difficulty in accessing totes Isotoner's services.

Employees will also be trained when changes are made to our Customer Service Plan.

Training records are made and maintained in accordance with the requirements of Part IV.2 of the Integrated Accessibility Standards.



Customers or others who wish to provide feedback on the way totes Isotoner provides services to persons with disabilities can provide their feedback by any of the following methods:

By telephone:                      1-800-762-8712

By facsimile:                       1-513-682-8602

By e-mail:                  

By regular mail:                    totes Isotoner, 9655 International Blvd., Cincinnati, Ohio 45246 – Attention:  Human Resources               

In the ordinary course, customers can expect to hear back from the Company within twenty-one (21) business days of providing feedback to the Company.

Any complaints about services provided to persons with disabilities will be addressed according to our Company's regular complaints management procedures.

We welcome your feedback on this process and the various alternatives that we have offered to you for providing feedback to us. We will consider all input to determine how to improve the accessibility of our process and to ensure that it complies with Part IV.2 of the Integrated Accessibility Standards.


Modifications to this or other policies

Any policy of totes Isotoner that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed.


Availability of Documents

totes Isotoner has prepared the documentation required under the Accessibility Standards for Customer Service, and will provide copies upon request.



Accessibility Policies under the Other Parts of the Integrated Accessibility Standards


Accessible Emergency Information

totes Isotoner is committed to providing customers with publicly available emergency information in an accessible way upon request. We provide employees with disabilities with individualized emergency response information when necessary based on their known accommodation needs.



In addition to the training we provide to our employees as outlined in our Customer Service Plan, totes Isotoner provides training to our employees, volunteers and other staff members on the requirements of the other parts of the Integrated Accessibility Standards and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the actual duties of our employees, volunteers and other staff members.



Should totes Isotoner design, procure or acquire any self-service kiosks, we will have regard to the accessibility for persons with disabilities.  totes Isotoner will ensure that any employees involved in the procurement or acquisition are apprised of the need to consider accessibility features in choosing the appropriate self-service kiosk.


Information and Communications

totes Isotoner is committed to meeting the communication needs of people with disabilities. When requested, we will consult with people with disabilities to determine their information and communication needs.

totes Isotoner ensures that existing feedback processes are accessible to people with disabilities upon request.

totes Isotoner ensures that all of its publicly available information is made accessible upon request.  Where a request for an accessible format or communication support is received, totes Isotoner will:

•   consult with individual making the request to determine their accessibility needs and what would be a
    suitable format or support;

•   provide the requested information in a timely manner; and

•   provide the information at regular cost (if any).



totes Isotoner is committed to fair and accessible employment practices, and applies the applicable employment-related standards under the Integrated Accessibility Standards.

totes Isotoner ensures that its recruitment processes are accessible to applicants and candidates with disabilities.  We include statements in all job postings, whether published publicly or internally, to notify the public and staff that, when requested, totes Isotoner will accommodate people with disabilities during the recruitment process. Where a candidate is asked to undergo an assessment or testing process as part of the application process, totes Isotoner will inform the candidate of the availability of accommodation in the assessment or testing process.

totes Isotoner informs its employees of its policies used to support its 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 is provided to new employees as well, and employees are notified if the policies are revised.

Upon request, totes Isotoner provides information to its employees in accessible formats or with communications supports where the information is (1) necessary to perform the employee’s job, or (2) generally provided to other employees.

When undertaking any performance management, career development and redeployment processes, totes Isotoner will ensure that the accessibility needs of its employees with disabilities needs are taken into account.  This will include a review of any individual accommodation plans that are in place for individual employees.

Where an employee, client or other person identifies any accessibility barriers, totes Isotoner will take steps to remove the barriers identified.  totes Isotoner will also undertake periodic reviews to determine whether other accessibility barriers may be present, and will take steps to remove any barriers identified through the audit process.


Design of Public Spaces

totes Isotoner will meet any applicable Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. Due to the nature of our business, public spaces will typically include only service-related elements like waiting areas.  totes Isotoner will meet these standards by January 1, 2018.

For more information

For more information on this accessibility plan, or for a copy of this plan in an accessible format, please contact the Company by any of the following means:

By telephone:           1-800-872-2676           

By facsimile:            1-513-682-8602           

By e-mail:                   

By regular mail:  totes Isotoner, 9655 International Blvd., Cincinnati, Ohio 45246 – Attention:     Human Resources