ACCESSIBLE CUSTOMER SERVICE POLICY 

Planet Paper Box Group Inc. is committed to excellence in serving all customers including people with disabilities. We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws. 

This accessibility policy outlines the steps we are taking to meet those requirements and to improve opportunities for people with disabilities. 

Customer Service 

We are committed to providing accessible customer service to all customers. We will provide goods and services also to people with disabilities with the same high quality and timeliness as others. 

Communication 

We will communicate with people with disabilities in ways that consider their disability. 

Assistive devices 

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 or services. 

Assistive devices offered at Planet Paper Box Group Inc. : 

• Magnifying glass- Provided at front reception desk. Available if person has vision loss to make print/images larger 
• Telephone-Avenue of communication. For example, can be used if a person with disability cannot physically make it in to see you or to use The Bell Relay Service (1-800-855-0511) 
• Email- Avenue of communication. For example, if a person has a vision disability you can increase the font size. 
• Laptop- Available to a person with a disability upon request before meeting with you (may use it to help communicate with you if they have a disability). 
• Whiteboard – Available to a person with disability upon request before meeting with you (may use it to help communicate with you if they have a disability) 

Planet’s Building Accessibility : 

• Wheelchair accessible ramp outside reception doors 
• Doorbell at outer front reception door to notify reception that a guest has arrived. If the guest has a disability, reception will assist guests with entry into the building and inform Planet employees that the guest has arrived. 
• Boardroom availability on the ground floor. 
• Washroom facility available at ground floor, at the east and west end of the hallway. 

 

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. 

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. Fees will not be charged for the support person. 

Employment 

Planet Paper Box Group Inc. is committed to keeping the recruitment, retention, and development of talent equitable and barrier-free, including people with disabilities. Planet Paper Box Group Inc. will ensure that job applicants are notified when they are individually selected to participate in the assessment or selection process and that accommodations for disabilities are made available upon request. Planet Paper Box Group Inc. will consult with individuals who request accommodation and will provide appropriate accommodation. When presenting offers of employment, Planet Paper Box Group Inc. will notify the successful applicant of its policies for accommodating employees with disabilities. 

Notice of temporary disruption 

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities which include magnifying glass, telephone, email, laptop, whiteboard and building accessibility area, Planet Paper Box Group Inc. will notify customers promptly. There will also be a clearly posted notice and will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be placed at the main reception entrance door. 

Training 

Planet Paper Box Group Inc. will provide training on OHRC(Ontario Human Rights Code) and AODA(Accessibility for Ontarians with Disabilities Act) to all new employees during their New Employee Orientation which occurs within 2 weeks of the start of employment. The mode of training can either be online or in person depending on their job position. 

Training will include, but not be limited to : 

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard along with OHRC(Ontario Human Rights code and IASR). 
• Planet Paper Box’s plan related to the customer service standard. 
• 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 the magnifying glass, telephone, email, laptop, whiteboard, building accessibility area that may help with providing goods or services to people with disabilities.
• What to do if a person with adisability is having difficulty in accessing Planet Paper Box Group Inc. goods and services. 

Planet Paper Box Group Inc. will also provide training on customer service standards to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices, and procedures related to the provision of our goods and services. 

Individuals in the following positions will be trained :

• All management 
• All administrative employees 
• All Sales personnel 
• All Shippers and Receivers. 
• All existing employees will be trained when changes are made to the Accessible customer service standards. 

Design of Public Spaces 

Planet Paper Box Group Inc. will meet accessibility laws when building or making major changes to public spaces. 

Feedback process 

Customers who wish to provide feedback, including complaints, on the way Planet Paper Box provides goods services or facilities to people with disabilities can e-mail or verbally contact HR. HR contact information will be posted at the Visitor sign-in binder.

Planet Paper Box Group Inc. will ensure that feedback processes are made available to persons with disabilities, in an appropriate, accessible format or communication support, upon their request, and that they are notified of the availability of such an option. 

If a complaint is received : Responsible person at Planet will investigate the complaint and action will be taken accordingly. Further action may include re-vision of policy/procedures and re-training of employees. If required, the complaint will be brought to senior management for disposition. Customers can expect to hear back within 10 business days. 

Customers who have difficulty in accessing our goods and services 

Planet Paper Box Group Inc. is flexible and open to suggestions to create a good customer experience. We will begin by asking our customers how we can help them access our goods and services. Solutions will be developed in ways that take into account their disability. 

Notice of availability 

Planet Paper Box Group Inc. will notify the public that our policies are available upon request by posting a notice at the front reception desk as part of our Visitor Safety Policy. 

Modifications to this or other policies 

This document is available in the intranet shared folder and is publicly posted at our website. Accessible formats are available upon request. Any policy of Planet Paper Box Group Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed. 

Jason Berns
President
Date: July 23,2024