Kempenfelt Windows Accessibility Compliance Policy

Kempenfelt Windows is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.

Kempenfelt Windows is committed to meeting its current and ongoing obligations under the Ontario Human Rights code respecting Non Discrimination.

Kempenfelt Windows understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.

We are committed to excellence in serving and providing goods, services and facilities to all our customers including people with disabilities.

Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

Scope of Policy:

This policy applies to all Ontario operations of Kempenfelt Windows & Doors, including:

• employees;
• managers and supervisors;
• job applicants;
• customers and prospective customers;
• visitors;
• contractors and subcontractors;
• installation crews and service technicians representing Kempenfelt Windows & Doors;
• any other person who provides goods, services, or facilities on behalf of Kempenfelt Windows & Doors.

This policy applies to the company’s customer-facing showrooms, website, customer communications, employment practices, training, and feedback process.

Training:

Kempenfelt Windows & Doors will provide AODA and Ontario Human Rights Code accessibility training to employees and other individuals who provide goods, services, or facilities on behalf of the company. 

Training applies to: 

• showroom staff; 
• sales consultants; 
• installers; 
• service technicians; 
• warehouse staff; 
• administrative staff; 
• managers; 
• contractors; 
• subcontracted installation crews; 
• temporary staff; 
• volunteers, where applicable; 
• any other person representing Kempenfelt Windows & Doors to customers or members of the public. 

All employees have received AODA and Ontario Human Rights Code training. 

Subcontracted installation crews that represent Kempenfelt Windows & Doors to customers are required to complete accessibility training. 

Training will be provided: 

• during onboarding; 
• annually, unless otherwise required by law; 
• when duties change; 
• when accessibility policies or procedures change; 
• when required by updated legislation or operational changes. 

Our staff will maintain training and certification records related to Health & Safety and Accessibility compliance. 

Training records will be maintained in the company’s shared drive and may include: 

• employee or contractor name; 
• training completed; 
• date completed; 
• certificate or confirmation of completion; 
• refresher training records. 

Multi-Year Accessibility Plan 

• Kempenfelt Windows & Doors will maintain a multi-year accessibility plan outlining steps the company will take to identify, remove, and prevent accessibility barriers. 
• The multi-year accessibility plan will be maintained by staff and approved by the president. 
• The plan will be reviewed at least every five years and updated when required. The accessibility policy will be reviewed annually and whenever legislation or operations change. 
• Kempenfelt Windows & Doors will post the accessibility policy through a footer link on its website and physically at relevant public locations. 

Multi-Year Accessibility Plan Commitments 

Kempenfelt Windows & Doors will: 

• Maintain a public accessibility policy and feedback process. 
• Post accessibility information on the company website. 
• Provide printed accessibility policy and feedback information at relevant public showroom locations. 
• Maintain accessible feedback channels by phone, email, mail, in person, and alternate formats where reasonable. 
• Review accessibility feedback quarterly or sooner where required. 
• Escalate urgent, safety-related, or unresolved accessibility concerns to management. 
• Maintain AODA and Ontario Human Rights Code training records. 
• Require subcontracted installation crews representing Kempenfelt Windows & Doors to complete accessibility training. 
• Review employee and contractor accessibility training annually, unless otherwise mandated. 
• Continue to notify applicants that accommodations are available during recruitment and hiring. 
• Maintain employee accommodation and return-to-work practices. 
• Provide individualized workplace emergency response information where needed. 
• Work with the website developer and internal website staff to maintain applicable website accessibility. 
• Review showroom accessibility features periodically. 
• Consider accessibility when making changes to customer-facing showroom layouts, signage, communications, or digital tools. 
• Work with landlords or property managers where accessibility concerns relate to leased exterior or building features outside Kempenfelt Windows & Doors’ direct control. 

Assistive Devices

People with disabilities may use their personal assistive devices when accessing our 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 facilities.

Employees will not touch, move, or interfere with a person’s assistive device unless asked or authorized by the person. 

Communication

Kempenfelt Windows & Doors will communicate with people with disabilities in ways that take their disability and individual communication needs into account. This may include, where appropriate:

• communicating by phone, email, in person, or another agreed-upon method;
• allowing additional time for communication;
• reading information aloud by phone or in person;
• providing information digitally / or printed
• using plain language where possible;
• working with the person to determine a suitable format or support.

Employees are expected to ask respectful questions when they are unsure how best to assist a person with a disability. We will work with the individual with disabilities to determine what method of communication works for them so they can be the most effective and successful.

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.

When we cannot easily identify that an animal is a service animal, our staff may ask for 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 a vest, or when it helps the person perform certain tasks.

Employees will not distract, touch, feed, or interact with a service animal without permission from the person responsible for the animal.

Support Persons

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

Kempenfelt Windows & Doors welcomes people with disabilities who are accompanied by a support person. 

A support person may accompany a person with a disability during showroom visits, consultations, home appointments, installation appointments, service appointments, or other customer interactions. 

Kempenfelt Windows & Doors does not charge admission fees or visitor fees for showroom access. There are no additional fees, sign-in requirements, identification requirements, or visitor rules that apply specifically to support-persons. 

Where confidential information may be discussed, Kempenfelt Windows & Doors may request permission from the customer before discussing personal, financial, contractual, or project-related information in front of the support person. 

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, this organization will clearly post a notice that will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services available.

Feedback Process

Kempenfelt Windows welcomes feedback on how we can provide excellent accessible customer service by helping us identify barriers and respond to concerns.

All feedback, including complaints, will be handled in the following manner:

•   Discussed with the General Manager and a written decision/ response will be sent to the complainant.

Kempenfelt Windows & Doors Accessibility Feedback Form 

Kempenfelt Windows & Doors welcomes feedback about accessibility. Feedback may relate to customer service, showroom access, website access, communication, employment practices, or another accessibility matter. 

You may submit this form in person at a showroom, by mail, by email, or by another accessible method upon request. 

Name: ___________________________________________ 
Optional. Anonymous feedback is accepted. 

Preferred contact method: 
☐ Phone 
☐ Email 
☐ Mail 
☐ No response requested 
☐ Other: ___________________________________________ 

Phone: ___________________________________________ 
Email: ___________________________________________ 
Mailing address: ___________________________________________ 

Location related to feedback, if applicable: 
☐ Barrie Showroom – 1-92 Commerce Park Drive 
☐ Newmarket Showroom – 569 Steven Court #6 
☐ Parry Sound Showroom – 35 James Street 
☐ Midland Showroom – 760 Balm Beach Road East, Unit A 
☐ Website – www.kempenfeltwindows.com 
☐ Home consultation / measurement / installation / service visit 
☐ Employment or recruitment 
☐ Other: ___________________________________________ 

Please describe your feedback, concern, barrier, or request: 
__________________________________________________________________ 
__________________________________________________________________ 
__________________________________________________________________ 
__________________________________________________________________ 

Do you require an accessible format or communication support? 
☐ Yes 
☐ No 

If yes, please describe what would be helpful: 
__________________________________________________________________ 
__________________________________________________________________ 

Date submitted: ___________________________________ 

Please submit accessibility feedback to: 

Accessibility Coordinator 
Kempenfelt Windows & Doors 
1-92 Commerce Park Drive 
Barrie, Ontario, L4N 8W8 
Email: Accessibility@kempenfeltwindows.com 
Phone: 705-999-5095 

Kempenfelt Windows & Doors will review accessibility feedback and respond as soon as practicably possible where contact information has been provided. 

Kempenfelt Windows will post its Accessiblity Policy at all business locations and will provide any documentation requested. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.

Employment

We are committed to the public by accommodating all chosen job applicants during recruitment and hiring regarding any specific accomdatons they may require to meet their needs.

All successful applicants will be consulted on specific accommodations and job offers will include verbal/ written notification of support and accommodations.

Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. With the employee’s consent, we will provide workplace emergency information to a designated person who is providing assistance to that employee during an emergency. We will provide the information as soon as practicable after we become aware of the need for accommodation due to the employee’s disability.

We will provide the information as soon as practicable after we become aware of the need for accommodation due to the employee’s disability.

We will review the individualized workplace emergency response information:

a)  when the employee moves to a different location in the organization;

b)  when the employee’s overall accommodations needs or plans are reviewed; and

c)  when the employer reviews its general emergency response policies.

We have a written process to develop individual accommodation plans for employees.

We have a written process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work.

Our performance management, career development and redeployment processes take into account the accessibility needs of all.

Design of Public Spaces

Kempenfelt Windows & Doors will consider accessibility when making changes to customer-facing showroom areas. 

Public showroom areas currently have accessible entrances, curb ramps, accessible parking, main-floor customer areas, and showroom paths that are approximately 36 inches wide. 

Where future changes are made to public-facing showroom areas, Kempenfelt Windows & Doors will make reasonable efforts to consider accessibility and prevent the creation of new barriers. 

Records and Documentation 

Kempenfelt Windows & Doors will maintain records related to accessibility compliance, including: 

• accessibility policy records; 
• feedback logs; 
• training records; 
• training confirmations; 
• service disruption notices, where applicable; 
• accommodation-related records, where applicable; 
• accessibility plan updates; 
• website accessibility communications, where applicable. 

Accessibility records will be maintained in accordance with company recordkeeping practices and applicable privacy obligations.