Spin Master Ltd. and its affiliates (collectively the “Company”) is committed to treating all people, including individuals with disabilities, in a manner that respects their dignity and independence. We believe in integration and equal opportunity. To this end, we are committed to meeting the needs of individuals with disabilities in a timely manner and will endeavour to identify and remove barriers to accessibility in all aspects of the Company’s operations. The Company is also committed to ensuring compliance with the accessibility requirements contained in the Accessibility for Ontarians with Disabilities Act, 2005 and its regulations (“AODA”) in its Ontario operations.
ACCESSIBLE CUSTOMER SERVICE POLICY
Spin Master Ltd. (including its affiliates, together the “Company”) is committed to excellence in serving all customers and dealing with all third parties, including people with disabilities in its Ontario operations to improve accessibility for individuals with disabilities. The Company is committed to meeting all current and ongoing obligations under the Ontario Human Rights Code respecting non- discrimination and accommodation and to complying with the accessibility standards under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”).
The Company’s accessible customer service policies and practices, as set out in this Accessible Customer Service Policy (the “Policy”) and otherwise are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.
We will communicate with people with disabilities in ways that take into account their disability, as appropriate in the circumstances. We will work with the person with a disability to determine what method of communication works for them.
People with disabilities may use their personal assistive devices when accessing our goods, services 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 that the person with a disability can access our goods, services or facilities.
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, if applicable. We recognize that a service animal may be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person to perform certain tasks. When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.
If service animals are prohibited by another law, we will explain why the animal is excluded and discuss with the individual another way of accessing goods, services or facilities, if and as appropriate.
A person with a disability who uses a support person will be allowed to have that person accompany them on our premises. No fees will be charged for the attendance of the support person. To the extent applicable having regard to individual circumstances, the Company may require a person with a disability to be accompanied by a support person at our facilities to ensure health and safety. In such circumstances, the Company will consult with the individual to consider whether there are health and safety issues and how to best deal with the situation.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers or third parties with disabilities, if any, the Company will notify customers and third parties promptly. A clearly posted notice 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 Company will ensure accessible customer service training is provided as required by AODA to:
- employees and volunteers;
- those involved in developing our policies; and
- anyone who provides goods, services or facilities to customers on our behalf.
New staff will be trained on accessible customer service as soon as practicable after being hired.
The Company’s training will include:
- a description of the purpose of AODA;
- the requirements of the customer service standard;
- the Company’s policies 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; and
- what to do if a person with a disability is having difficulty in accessing the Company’s goods, services or facilities.
Staff will also be trained if material changes are made to this Policy.
The Company welcomes feedback on how we provide accessible customer service. Feedback will help us identify barriers and respond to concerns. Those who wish to provide feedback on the way the Company provides goods, services or facilities to people with disabilities can provide feedback by contacting the Company at:
You may contact us via email at email@example.com, call us at 1-800-622-8339 or write to us at 225 King Street West, Suite 200, Toronto, Ontario, Canada M5V 3M2.
Any feedback requiring a response will be responded to by the Company as soon as practicable in the circumstances. The Company will ensure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, upon request.
Notice of availability of documents
The Company will notify the public of this Policy by posting it on our website. Documents related to accessible customer service, including this Policy, will be provided in accessible formats or with communication support, upon request. We will consult with the person making the request to determine the suitability of the specific format or communication support. We will provide the accessible format in a timely manner and at no additional cost.
Modifications to this or other policies
Any policies of the Company that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.
MULTI-YEAR ACCESSIBILITY PLAN
This Multi-Year Accessibility Plan (the “Plan”) outlines the policies, practices and actions that Spin Master Ltd. and its affiliates (collectively the “Company”) have or will implement in its Ontario operations to improve accessibility for individuals with disabilities. The Plan also incorporates and references the Company’s existing accessibility policies and practices, where applicable, in an effort to streamline the Company’s efforts in achieving its accessibility goals, and to comply with all applicable laws.
1. Statement of Commitment
The Company is committed to treating all people, including individuals with disabilities, in a manner that respects their dignity and independence. We believe in integration and equal opportunity. To this end, we are committed to meeting the needs of individuals with disabilities in a timely manner and will endeavour to identify and remove barriers to accessibility in all aspects of the Company’s operations. The Company is also committed to ensuring compliance with the accessibility requirements contained in the Accessibility for Ontarians with Disabilities Act, 2005 and its regulations (“AODA”).
The Accessibility Committee will be responsible for ensuring the Company implements the obligations contained in this Plan in accordance with this Statement of Commitment.
2. Customer Service
The Company maintains an Accessible Customer Service Policy, as well as appropriate feedback mechanisms with respect to that policy. The Company will continue to comply with this policy and will review it from time to time to implement any required changes in order to promote accessibility within our customer service operations.
The Company will put procedures in place to prevent/notify the public of service disruptions to the accessible parts of its public spaces, if and as applicable.
3. Accessible Emergency Information
The Company is committed to providing Ontario customers and third parties with publicly available emergency information, if any, in an accessible manner, upon request. We will also provide employees with disabilities with individualized emergency response information where necessary, in accordance with AODA. The Company will take steps to determine whether employees require individualized emergency response information on an ongoing basis as part of our human resources and occupational health and safety functions.
The Company will complete the accessible customer service training required under AODA as described in our Accessible Customer Service Policy and will continue to provide training to new staff as required by AODA.
Further, the Company will ensure that training is provided to employees, volunteers and other staff (including all persons who participate in the development of our policies and provide goods and services on our behalf) regarding AODA and the Ontario Human Rights Code as it pertains to individuals with disabilities as required by AODA. The content and delivery of such training will be determined based on the Company’s internal training resources and the job duties of employees, volunteers and other staff.
The Company understands that AODA requires it to consider the needs of people with disabilities when designing, procuring or acquiring self-service kiosks. To the extent that the Company engages in such activities in the future, the Company will implement a policy and/or practice to ensure that accessibility issues are considered.
6. Information and Communications
The Company is committed to meeting the communication needs of individuals with disabilities. The Company will consult with such individuals to determine their information and communication needs and will provide information and communications in accessible formats and with communication supports in a timely manner (and at a cost that is no more than any regular cost) in accordance with the requirements of AODA.
The Company is also committed to specifically ensuring that individuals with disabilities have the ability to access the Company’s feedback processes and has addressed such processes in the Accessible Customer Service Policy. The public will be notified about the accessibility of feedback processes in accordance with AODA by posting the Accessible Customer Service Policy on its website.
Spin Master Ltd.’s website located atand Sago Sago Toys Inc.’s website located at are in material compliance with WCAG 2.0 Level AA (with certain exceptions as permitted by AODA).
The Company is committed to accessible employment practices and to removing any barriers that prevent or hinder the career development of employees with disabilities at the Company.
In accordance with AODA, the Company takes steps to: notify the public and staff that the Company accommodates people with disabilities during the recruitment and selection process as well as during the course of employment; provide employees with employment-related information in accessible formats and with communication supports if and as needed; develop individual accommodation and return-to-work policies and plans as required by AODA; and ensure the accessibility needs of employees with disabilities are taken into account in the Company’s performance management, career development and redeployment processes.
8. Design of Public Spaces
The Company will meet its AODA accessibility obligations in respect of the design of public spaces when building or making major modifications to public spaces, including service counters, fixed queuing lines and waiting areas, if and as applicable.
9. Modification of the Plan
This Plan will be reviewed and updated by the Company at least every 5 years. At the time of revision, information regarding accessibility policies and practices adopted by the Company in accordance with the Plan or otherwise will be included in the revised Plan.
For more information regarding the Plan, please contact our Customer Care Team via email at firstname.lastname@example.org, by phone at 1-800-622-8339 or you can write to us at 225 King Street West, Suite 200, Toronto, Ontario, Canada M5V 3M2.
Accessible formats of this document will be provided on request.