Hydraulic & Automation
Centre of Competence
Appendix/Supplement
2016-12-31

Accessibility for Ontarians with Disabilities(AODA) Customer Service Policy

Edition:Reference:Country Unit DCCA of the Bosch Group-Ref.-Edition:Rev.

Human Resources

First Edition

2014-10-10

Editor:Table of Contents
Page #A.
Overview ................................................................................................................................................... 1
B.
Related Policy Statement ......................................................................................................................... 1
C.
Definitions ................................................................................................................................................. 1
Procedure Details ................................................................................................................................. 2-6
D.

Amendments
AA10/14

New HR Policy.

BB

12/16

Updates: Section 9 - Workplace Information and Employment and Section 10 - TalentManagement Practices

A. Overview
The goal of the Accessibility for Ontarians with Disabilities Act, 2005, is to make Ontario
accessible to people with disabilities by 2025. The Accessibility Standards for Customer Service
have been created to ensure that goods and services are accessible to all Ontarians and that
persons with disabilities are treated with respect, dignity and equality.
B. Related Policy Statement
Bosch Rexroth Canada Corp. (referred to as “Bosch Rexroth Canada”), in keeping with its Mission,
Values and Company Philosophy, shall make every effort to ensure that its policies, proceduresand practices adhere to the guiding principles established in the Accessibility Standards forCustomer Service: Ontario Regulation 429/07.
The policy applies to all Bosch Rexroth Canada associates, consultants, or agents in Ontario whodeal with the public or other third parties.
Bosch Rexroth Canada is committed to ensuring that persons with disabilities can access ourfacility goods and services.
C. Definitions
Target language:

enBosch Rexroth DCCA

Translation:

Dept.:
Address 490 Prince Charles S. Name:
Address Welland, ONT.
Country Canadade  encreatedDCCA - Welland
Laurie Schertzing

Dept.:

DCCA
checkedDCCA - Welland
John Mataya

Printed versions and copies are not subject to update service and are not considered valid.

DIS-Nr.

1234567890

approved
DCCA - Welland
Tom Light

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Agent: means any person or organization that provides goods or services on behalf of Bosch
Rexroth Canada. This includes but may not be limited to subcontractors.
Disability: means any degree of physical disability, infirmity, malformation or disfigurement that is causedby bodily injury, birth defects or illness and without limiting the generality of the foregoing, includes
diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physicalcoordination, blindness or visual impairment, deafness or hearing impairment (inclusive of partial, totalor fluctuating hearing loss), muteness or speech impairment, or physical reliance on a dog guide orother animal or sighted guide for persons with visual impairment or total blindness or on a wheelchair orother remedial or assistive device, a condition of mental impairment or a developmental disability, alearning disability, or a 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 established under the Workplace Safety and Insurance Act, 1997(“handicap”).
Dog Guide: means a dog trained as a guide for a person with visual impairment, or total blindness andhaving the qualifications prescribed by the regulations (Blind Persons’ Right Act 1990 s1 (1)).
Service Animal: means an animal acting as 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 his or her disability;
orIf the person provides a letter from a physician or nurse confirming that the person requires the animal
for reason relating to the disability; orIf the person provides a valid identification card or training certificate from a recognized service animaltraining school.
Support Person: means in relation to a person with a disability, another person who accompanies him
or her to help with communication, mobility, personal care or medical needs or with access to good orservices.
User: means an individual who uses a service animal or dog guide; also handler. Bosch Rexroth Canadaclients who use a service animal may be referred to as “users” or “handlers” in this policy.
D. Procedure Details
1.

Communications
a. When communicating with a person with a disability, Bosch Rexroth Canada associates,consultants and agents will communicate in a manner that takes into account theperson’s disability and takes reasonable efforts to ensure that the person with a disability
understands the content of their communications.
b. Reasonable efforts shall be made to ensure that communication in all formats (e.g.,verbal, written or electronic) is presented in a manner that is accessible. Special requests
regarding communication formats shall not be unreasonably declined.

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AODA – Customer Service Policy
2.

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Use of Assistive Devicesa.

3.

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Bosch Rexroth Canada supports the use of assistive devices by persons with disabilities
to obtain, use or benefit from Bosch Rexroth Canada facility goods and/or services.

Use of Service Animala.

Persons with disabilities who are accompanied by a service animal will be permitted toenter Bosch Rexroth Canada premises with the animal and keep the animal with them inareas where the public or other third parties are allowed, unless the animal is excluded
by law.

b.

Service animals may be prohibited from entering certain areas as per the Ontario
Regulation 562 under the Health and Safety Protection and Promotion Act, for Healthand Safety reasons or due to law. If the animal is excluded by law, Bosch Rexroth Canadawill provide another means of accommodating the person.

c.

Identifying Service Animals: Service animals may be used to describe any animal thatassists a person with a disability. They provide a wide range of assistance including but
not limited to, guiding a person with a visual impairment or total blindness, alerting aperson who has a hearing impairment or who is deaf to certain sounds, opening doors
and retrieving items for persons with mobility disabilities, emotional support for persons
with mental illness, and many other forms of assistance. A service animal may beidentified by a valid identification card or training certificate from a recognized service
animal training school.

d.

Bosch Rexroth Canada is aware that service animals are usually well trained and wellbehaved. In the unlikely event that this is not the case, service animals may be removed
from Bosch Rexroth Canada premises after discussion with the User for any one of thefollowing reasons:e.

•disruptive or aggressive behavior, such as growling or other signs of threatening oraggressive behaviour. PLEASE NOTE: If the dog guide in this case is a Seizure
Response Dog – this is an expected response from the animal when assisting theperson with a disability.

•causing damage, including causing damage to any person or property•poor health, such as a contagious disease where the animal risks spreading thedisease to others.

In situations where a person who requires a service animal may be in contact with aperson who is allergic to or fearful of animals, Bosch Rexroth Canada will makereasonable attempts to accommodate both persons while respecting their needs.

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4.

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Use of Support Personsa.

A support person may accompany a person with a disability to assist them in a numberof ways. A support person may include a friend, family member, volunteer or paid
professional chosen by a person with a disability to provide services or assistance withcommunication, mobility, personal care, medical needs, or with access to goods orservices. Personal care needs may include, but are not limited to, physically transferring
an individual from one location to another or assisting an individual with eating or using
the washroom. Medical needs may include, but are not limited to, monitoring anindividual’s health or providing medical support by being available in the event of aseizure.

b.

If a person with a disability is accompanied by a support person, Bosch Rexroth Canada
shall ensure that both persons are permitted to enter the premises together. A personwith a disability accompanied by a support person will not be prevented access to that
support person at any time while receiving goods and services from Bosch RexrothCanada.

c.

All areas accessible to the public and third parties will also be accessible to persons witha disability and their support person(s). For example, washrooms, waiting areas, meetingrooms and offices must be able to accommodate the person with a disability and his/her
support person(s).

d.

When addressing a person with a disability who is accompanied by a support person,
associates will communicate directly with the person with a disability. If
confidential/personal information is being exchanged and the person with a disability
requests to discuss the information in private, the request will be accommodated and thesupport person asked to wait in another area.

e.

A support person is required to abide by the same rules and regulations as any otherperson on the premises. For example, both the person with a disability and his/her
support person will both be expected to sign-in at reception and receive a visitors badge
when entering a Bosch Rexroth Canada premises.

f.

A support person(s) will not be invoiced for services provided to a person with a disability
unless they are also a recipient of the service. For example, Hydraulics Technical training.

g.

At times, Bosch Rexroth Canada will require a person with a disability to be accompaniedby a support person when this is necessary to protect the health and safety of the personwith a disability or Bosch Rexroth Canada associates.

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h.

5.

6.

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Dependent upon the situation, if the person with a disability is unable to contact a known
support person, Bosch Rexroth Canada may require the assistance of a certified First Aid
representative or may call 9-1-1 in extreme emergency cases, as a support
person/service for the person with a disability with his/her consent. Bosch Rexroth
Canada will consult with local service providers and professionals who may be available
to act as a support person for an unaccompanied client with a disability if it has been
determined that a support person is necessary for the health and safety of the client,associates and other persons on the premises.

Notice of Temporary Disruptions in Services/Branchesa.

On occasion, some of the services and facilities usually used by people with disabilities
to access Bosch Rexroth Canada facility goods and services may not be available dueto temporary disruptions. For example, ramps, elevators, accessible washrooms which
are not accessible due to routine or unscheduled maintenance. In the event of atemporary disruption, Bosch Rexroth Canada will provide notice of the facility
goods/services that are temporarily unavailable. Notice will be provided within areasonable time frame of an unplanned disruption and will be provided in advance wheredisruptions are planned.

b.

Notices will contain the following information:• The reason for disruption;• Its expected duration;• Alternative facilities or services if they exist.

c.

Notices will be placed in a conspicuous place on Bosch Rexroth Canada premise andin a format that considers the types of disabilities of persons who use the disrupted
service. For example, a notice of disruption for an elevator will be placed at a height thatwould be at the line of vision for an individual using a wheelchair (see Appendix 1).

Traininga.

Bosch Rexroth Canada will ensure appropriate levels of training to all associates,
consultants, agents and others who interact with the public on behalf of Bosch Rexroth
Canada as well as those who are involved in the development and approval of policies,
practices and procedures dealing with the provision of facility goods and services to thepublic or other third parties. Training will be provided in a manner that is consistent withthe requirements of Ontario 429/07. Records of training will be kept that include the dates
on which training occurred and the number of persons trained.

b.

Training will include the following topics:• The purposes of the Accessibility for Ontarians with Disabilities Act, 2005
• The requirements of the Accessibility Standards for Customer Service• 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 support person• What to do if a person with a disability is having difficulty in accessing Bosch Rexroth
Canada facility goods and services.
• Bosch Rexroth Canada’s policies, practices and procedures relating to theprovision of goods and services to the public and other third parties.

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c. Training will be provided on an ongoing basis and when changes are made to policies,
practices and procedures dealing with the provision of goods and services to the public
and other third parties.
7.

Complaint and Feedback Process
Bosch Rexroth Canada will make information about its feedback and complaints process
readily available to the public. Feedback or complaints about the delivery of facility goods
and services from persons with disabilities may be given in person, by telephone/TTY, inwriting, electronically or through other methods (see Appendix 2). The Human Resources
department will deal will all complaints/feedback in a timely and professional manner.

8.

Accountability
All Bosch Rexroth Canada associates shall adhere to this policy. Accountability forrequirements outlined in this policy rests with the Human Resources department.

9.

Workplace Information
Bosch Rexroth Canada will provide workplace information in an accessible format. This
includes any information employees need to perform their jobs or general information that isavailable to all employees at work. Bosch Rexroth Canada is committed to working withemployees with disabilities and how they need to receive information. We are committed toproviding workplace information in an accessible format if an employee asks for it.

10.

Employment and Talent Management Practices
a. During the performance management or career development processes, we willconsider the needs of an employee with disabilities and will make necessary
accommodation’s.
b. Bosch Rexroth Canada will notify employees and the public that we willaccommodate the needs of people with disabilities during our entire hiring process.

E. References•••••••

https://www.ontario.ca/page/accessible-workplaces#section-4Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and Ontario Regulation 429/07
Erie St. Clair Community Care Access Centre, AODA Policies
Guide to the Accessibility Standards for Customer Service, Ontario Regulation 429/07 under theAccessibility for Ontarians with Disabilities Act, 2005 (AODA), Ministry of Community and Social
Services.
Mississauga Halton Community Care Access Centre, AODA Policies
OCSA: Tips and Tool Kit: Achieving Accessibility in the Home and Community Support Services
SectorCanadian Red Cross Accessibility for Ontarians with Disabilities (AODA) Customer
Service Policy

Printed versions and copies are uncontrolled and are not considered valid.

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