Customer Service & Accessibility Policy

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Customer Service & Accessibility Policy: Accessibility for Ontarians with Disabilities Act, 2005

Date of Issue:
November 15, 2011

Approved by:
H&M Health & Safety Department

Review/Revise Date:
November 15, 2012

H&M Offices, stores and Warehouses

H&M Hennes and Mauritz Inc. (“H&M Canada”) is committed to providing a high level of customer service for all customers, vendors, contractors and other persons who wish to access its goods, services or facilities. H&M Canada is committed to providing access to its goods, services and facilities in a manner that respects the dignity and independence of individuals with disabilities and in a manner that is integrated so as to enable a person with a disability to obtain, use or benefit from our goods and services.

H&M Canada will take all reasonable steps to ensure that all customers, vendors, contractors and others with disabilities have equal opportunity to access its goods, services and facilities.

For the purpose of this policy, “disability” is defined as:

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.

Communication and Assistive Devices

H&M Canada will facilitate the use of personal assistive devices and will communicate with a person with a disability in a manner that takes in to account the person’s disability. Assistive devices may include the following:

Service Animals and Support Persons

Unless otherwise excluded by law, H&M will ensure that all persons using a service animal are permitted access to their premises with their service animal and to keep the animal with him or her at all times. Where excluded by law, H&M will ensure that other methods of access are available to a person wishing to access its premises. For purposes of this policy, an animal is a “service animal”: 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. A service animal includes a guide dog as that term is defined in the Blind Persons’ Rights Act.

Persons accompanied by a “support person” as defined herein shall be permitted to have that individual with them at all times, including in the change room areas. For purposes of this policy, a “support person” is, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services.

Notice of Temporary Disruption

Should there be a disruption in any of the services outlined in this policy, H&M Canada shall post notice of such disruption, including the reasons for the disruption, anticipated duration and description of alternative services, in the affected location. H&M Canada will undertake all reasonable measures to rectify the situation as it arises.

Customer Feedback

Feedback on this policy and its accessibility measured is welcomed by H&M Canada. Feedback can be provided at the store level verbally or in writing. It can also be sent in any of the following ways:

Mail: 1 Dundas Street West, Suite 1808, Toronto ON M5G 1Z3
Phone: 1-877-623-6251

All complaints will be reviewed and the appropriate action taken to address the issue raised. Where appropriate, H&M Canada will respond directly to the customer in writing.

Employee Education and Training

H&M Canada, as the employer, will ensure that the appropriate personnel receive training on the requirements set out in this policy and specifically:

  • 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 support person;
  • How to use assistive devices available and provided by H&M at its various locations; and
  • What to do if a person with a particular type of disability is having difficulty accessing our goods and services.

H&M is committed to providing training on an ongoing basis and as is necessary. H&M is committed to ensuring that staff receive this training and that they have the appropriate information and instruction to ensure a high level of customer service and to provide an accessible shopping environment to persons with a disability. Employees are required to complete training annually at a minimum. Employees are encouraged to provide feedback they may have about customer accessibility and report any incidents to their direct supervisor in accordance with the procedure set out below.

In addition, H&M Canada will:

  • Ensure all employee violations of this policy are fully and promptly investigated and the appropriate corrective action is undertaken; and
  • Amend this policy and provide ongoing training to staff as necessary in order to ensure that the purpose of this policy is being satisfied.