ACCESSIBILITY CUSTOMER SERVICE POLICYPOLICY NUMBER: 3364
Policy Summary
Kenvue (the “Company”) is committed to providing goods and services in a manner that is accessible for
persons with disabilities and in accordance with the principles of dignity, independence, integration andequal opportunity.

Policy Details
This policy generally applies to the provision of goods and services to the public or other third parties by
the Company, including without limitation to the provision of goods and services at premises owned oroperated by the Company, but does not apply to the goods themselves.
The Company will make reasonable efforts to ensure that:• Persons with disabilities are provided equal opportunity to obtain, use and benefit from theCompany’s goods and services;• Goods and services are provided in a manner that respects the dignity and independence of persons
with disabilities;• The goods and services provided to persons with disabilities are integrated with the provision toothers unless an alternative measure is necessary to allow a person with a disability to benefit; thealternative measure may be temporary or permanent;• Communications with a person with a disability are conducted in a manner that takes the person’s
disability into account; and,• Persons with disabilities may use Assistive Devices, Service Animals and Support Persons as isnecessary to access the Company’s goods and services, subject to applicable laws.
1.1 ScopeThis policy applies to employees, volunteers, agents and/or contractors who deal with the public or otherthird parties that act on behalf of the Company, including when the provision of goods and services
occurs off Company premises such as in: delivery services, call centres, vendors, drivers, catering andthird party marketing agencies. This policy shall also apply to all persons who participate in thedevelopment of the Company’s policies, practices and procedures governing the provision of goods andservices to members of the public or to other third parties.
The section of this policy that addresses the use of Service Animals (including Guide Dogs and ServiceDogs) and Support Persons only applies to the provision of goods and services that take place atpremises owned or operated by the Company.
This policy is intended to meet the requirements of the Accessibility Standards for Customer Service,
Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005. While mostprovisions apply to the Company’s operations across Canada, some requirements, highlighted within
this policy, will apply only to the Company’s operations within the province of Ontario. In general terms,
while the definitions set out above refer to the laws of the Province of Ontario, this policy will beinterpreted in a manner consistent with the laws of any other applicable Canadian jurisdictions where
the Company carries on its operations.

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2.0 Communications
The Company will communicate with people with disabilities in ways that take into account their disability.
The Company will train staff who communicate with customers and other third parties on how to interactand communicate with people with various types of disabilities.
The Company is committed to providing fully accessible telephone service to our customers and otherthird parties. We will train staff to communicate over the telephone in clear and plain language and tospeak clearly and slowly.
The Company will offer to communicate with customers and other third parties by other means ofcommunication that apply, e.g., email, TTY, relay services, if telephone communication is not suitable totheir communication needs or is not available.
Respecting the dignity of persons with disabilities means choosing the right words and putting the person
first. For example:
Recommended Terms

Terms to Avoid

Disability

Handicap, handicapped, invalid or impediment

Persons with a disability

The disabledIntellectual or developmental disability

Mental retardation, mentally retarded, retarded,
mentally challenged, idiot, imbecile, moron, simple,
mongoloid

Person living with... or person born with...

Suffering, afflicted, victim, stricken

Blind, partial vision, low vision, vision loss
(be specific)

Visually impaired, the blind

Deaf, deafened, hard of hearing, hearing loss
(be specific)

Mute, dumb

Person with a mobility or physical disability

Crippled, cripple, lame, physically challenged

Mental health disability

Insane, lunatic, maniac, mental, neurotic,psychotic, psycho, deviant, crazy, etc.

Accessible parking or bathrooms

Handicapped parking or bathrooms

Person with epilepsy

An epileptic

Person born with a disability

Birth defect, deformed/deformity, congenital defect

Person who has (a particular condition) or person
who has had a stroke

Victim of (a condition such as multiple sclerosis, astroke, cerebral palsy)

Person with a disability, person who has (aparticular condition)

Suffers from, afflicted by, stricken with, etc.

Person with a disability

Physically challenged (Challenges are environmentalconditions.)

3.0 Assistive Devices
We are committed to serving people with disabilities who use Assistive Devices to obtain, use or benefit
from our goods and services. We will ensure that our employees are trained and familiar with various
Assistive Devices that may be used by customers with disabilities while accessing our goods or2 of 5
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services.
We will ensure that key employees know how to use the Assistive Devices that are available on ourpremises for customers (e.g., TTY, chair lifts, elevators, evacuation chairs).
4.0 Use of Service Animals and Support Persons
We are committed to welcoming people with disabilities who are accompanied by a Service Animal(including a Guide Dog or Service Dog) on the parts of our Company premises that are open to thepublic and other third parties, subject to applicable laws.
We will also ensure that all employees, volunteers and others dealing with the public are properly
trained in how to interact with people with disabilities who are accompanied by a Service Animal.
We are committed to welcoming people with disabilities who are accompanied by a Support Person.
Any person with a disability who is accompanied by a Support Person will be allowed to enter
Company premises with his or her Support Person. At no time will a person with a disability who isaccompanied by a Support Person be prevented from having access to his or her Support Person
while on our Company premises.
5.0 Notice of Temporary Disruption
The Company will provide notice in the event of a planned or unexpected disruption in Company
facilities or services usually used by people with disabilities. This notice will include information about
the reason for the disruption, its anticipated duration, and a description of alternative facilities orservices, if available. The notice will be placed at all public entrances and service counters on ourpremises or in such other location(s) as are reasonable in the circumstances.
6.0 Training for Staff
The Company shall ensure that training is provided to all employees, agents, volunteers and others
who deal with the public or other third parties on its behalf, and all those who are involved in thedevelopment and approvals of customer service policies, practices and procedures.
Training will include the following:• the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements ofthe 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 ofa Service Animal or a Support Person,• how to use the equipment or Assistive Devices available on Company premises or otherwise thatmay help with the provision of goods or services to people with disabilities,• what to do if a person with a disability is having difficulty in accessing the Company’s goods
and services.
Staff will also be trained on an ongoing basis when changes are made to these policies, practices andprocedures.
The Company will keep a record of training that includes the dates training was provided and thenumber of individuals who attended the training. (Training records for Ontario based staff are subject
to government audit.)
7.0 Notice of Availability and Format of Documents
The Company shall notify customers that the documents related to the Accessibility Standards forCustomer Service, Ontario Regulation 429/07 are available upon request and in a format that takes into
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account the person’s disability.
8.0 Customer Feedback Process
Comments or questions regarding the way the Company provides goods and services to people withdisabilities can be made in person, by telephone, in writing, by email, suggestion box, feedback card, etc.
All feedback regarding this policy will be directed to Human Resources. Individuals providing feedback
can expect to hear back within 5 business days, if required. Any complaints will be addressed according
to the Company’s regular procedures.

Right to Amend Policy
The Company reserves the right to modify, suspend or terminate this policy at any time. Significant ormaterial changes to this policy may be made at any time by the Company upon providing employees withthe minimum notice required by applicable employment standards legislation, if any.

Definitions
Assistive Device is a technical aid, communication device or other instrument that is used to maintain or
improve the functional abilities of people with disabilities. Personal assistive devices are typically devices
that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist
with hearing, seeing, communicating, moving, breathing, remembering and/or reading.
Disability, as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario
Human Rights Code, refers to:• 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 ordevice;• a condition of mental impairment or a developmental disability;• a learning disability, or dysfunction in one or more of the processes involved in understanding or using
symbols or spoken language;• a mental disorder; or• an injury or disability for which benefits were claimed or received under the insurance plan establishedunder the Workplace Safety and Insurance Act, 1997.
Guide Dog is a highly-trained working dog that has been trained at one of the facilities listed in Ontario
Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and increased
independence for people who are blind.
Persons with disabilities are individuals who have a disability as defined above.
Service Animal, as referenced in Ontario Regulation 429/07 under the Accessibility for Ontarians withDisabilities Act, 2005. An animal is a service animal for a person with a disability if:• it is readily apparent that the animal is used by the person for reasons relating to their disability; or• if the person provides a letter from a physician or nurse confirming that the person requires the animalfor reasons relating to the disability.

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Service Dog, as referenced in Ontario Regulation 562 under the Health Protection and Promotion Act. Adog other than a Guide Dog is a Service Dog if:• it is readily apparent to an average person that the dog functions as a service dog for a person with a
medical disability; or• the person who requires the dog can provide on request a letter from a physician or nurse confirmingthat the person requires a service dog.
Support Person, as referenced in Ontario Regulation 429/07 under the Accessibility for Ontarians with
Disabilities Act, 2005. A support person means, in relation to a person with a disability, another person
who accompanies them in order to help with communication, mobility, personal care, medical needs oraccess to goods and services.

Related Documentation
N/A

Effective Date
11 JULY 2016

Policy Owner
Employee Relations

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