ACCESSIBLE CUSTOMER SERVICE POLICY 

Planet Paper Box Group Inc. is committed to excellence in serving all customers including 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. 

Assistive devices 

We will ensure that our staffs 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 (phone# 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: 

. Wheel chair assessable ramp outside reception doors 

. Doorbell at outer front reception door to notify reception that a guest has arrived. Which if the guest  has a disability, reception will assist guest with entry into the building and inform Planet employee  that guest has arrived. 

. Boardroom availability on ground floor. 

. Washroom facility available at ground floor, at the east and west end of the hallway. 

Communication 

We will communicate with people 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. 

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 support persons 

Employment 

Planet Paper Box Group Inc. is committed to keep 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  accommodation for disabilities are made available upon request. Planet Paper Box Group Inc. will consult with  individuals who request accommodations and will provide for appropriate accommodations. 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 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 

This training will be provided to existing staff and to new employees during their New Employee Orientation. Training will include: 

. An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the  customer service standard 

. Planet’s policy 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 a disability is having difficulty in accessing Planet Paper’s goods and  services 

Staff will also be trained when changes are made to your accessible customer service plan. 

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 process are made available to persons with  disabilities, in an appropriate, accessible format or communication support, upon their request, and that 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 customer 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 

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.