PROVISION OF GOODS AND SERVICES TO PEOPLE WITH DISABILITIES
Neopost Canada and its employees will communicate with people with disabilities in ways
that take into account each person’s particular disability.
Unless otherwise prohibited by law, persons with disabilities will be permitted to be
accompanied by a service animal or support person:
a. where services are provided at premises owned or operated by Neopost Canada and
b. where the public or third parties have normally have access to such premises.
As well, Neopost Canada is committed to serving people with disabilities who use assistive
devices. We will endeavor to become familiar with the various assistive devices used by
people with disabilities and will be flexible in facilitating their use by people with disabilities
to access our goods and services.
Neopost Canada will provide training to:
a. All its employees who could reasonably be expected to interact with the public or
third parties on behalf of Neopost Canada.
b. This training will be provided within ninety days of when the individual commences
performing duties for Neopost Canada.
c. Such training will include the following:
- A review of the purposes of the AODA and the requirements of its Customer Service Standard.
- How to interact and communicate with persons with various types of disability.
- How to interact with persons with disabilities who use an assistive device or require the assistance of a guide dog or other service animal or the assistance of a support person.
- What to do if a person with a particular type of disability is having difficulty accessing the provider’s goods or services.
Control Number: NEOWI-HR-001 Revision: B Page 2 of 3
Status: Released Effective Date: November 3, 2016
Disruption in Service
Neopost Canada will post timely public notice of a current or anticipated disruption in any
facilities or services we provide to enable people with disabilities to access our services. This
notice will include information about the reason for the disruption, its anticipated duration,
and a description of alternative facilities or services, if available.
Neopost Canada will establish a process for receiving and responding to feedback from
anyone about the manner in which it provides goods or services to persons with disabilities.
Information about this process will be made readily available to the public.
The feedback process will permit persons to provide their feedback in person, by telephone,
in writing, or by delivering an electronic text by e-mail or on diskette or otherwise.
The feedback process will specify the actions to be taken by Neopost Canada in the event
that a complaint is received. A response will be provided to the person making the
complaint within thirty working days.
For the purpose of this policy, the term “disability” includes:
a. any degree of physical disability, infirmity, malformation or disfigurement that is
caused by bodily injury, birth defect or illness and, without limiting the generality of
the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of
paralysis, amputation, lack of physical co-ordination, blindness or visual impediment,
deafness or hearing impediment, muteness or speech impediment, or physical
reliance on a guide dog or other animal or on a wheelchair or other remedial
appliance or device,
b. a condition of mental impairment or a developmental disability;
c. a learning disability, or a dysfunction in one or more of the processes involved in
understanding or using symbols or spoken language;
d. a mental disorder; or
e. an injury or disability for which benefits were claimed or received under the
insurance plan established under the Workplace Safety and Insurance Act, 1997.
For the purposes of this policy, an animal is a service animal for a person with a disability:
a. if it is readily apparent that the animal is used by the person for reasons relating to
his or her disability; or
b. if the person provides a letter from a physician or nurse confirming that the person
requires the animal for reasons relating to the disability.
“Service animal” also includes a guide dog as defined under the Blind Persons’ Rights
Act Section 1.
For the purposes of this policy, a “support person” is a person who accompanies a person
with a disability in order to help with communication, mobility, personal care or medical
needs or with access to goods or services. The support person could be a paid personal
Control Number: NEOWI-HR-001 Revision: B Page 3 of 3
Status: Released Effective Date: November 3, 2016
support worker, a volunteer, a friend or a family member. He or she does not necessarily
need to have special training or qualifications.
Neopost Canada is responsible for reviewing this Policy annually and recommending
amendments to ensure on-going compliance with regulated accessibility standards and
Supervisors and managers will ensure that they and their employees are familiar with this
Monitoring and Contraventions
Supervisors and managers will monitor current practices to ensure compliance.
Failure to comply with this Policy may result in disciplinary action, up to and including