Accessibility

  • We respect the dignity and independence of our customers and are committed to ensuring that your shopping experience is integrated and accessible to all people with disabilities.  Active steps have been taken to reasonably accommodate the needs of customers with disabilities by offering services and facilities that provide equal opportunities for participation.

    At The Body Shop Canada, anticipating the special requirements of shoppers visiting our shops and offering assistance wherever possible is an ongoing priority.  Here’s what you can expect from us:

    Communication
    Our communications, from initial greeting through the sales process and follow up, will demonstrate our commitment to serve customers with disabilities.

    Assistive Devices
    Our customers are welcome to use their own personal assistive devices to access our merchandise and services.

    Support People and Service Animals
    Support people and guide dogs or other service animals are also welcome to accompany our disabled customers while shopping in our shops.  Wherever service animals are prohibited by law, we will provide personal assistance during the shop visit.

    Interruption of Services
    If we are temporarily unable to offer any special facilities or services that assist customers with disabilities, we will provide notice of this interruption and the anticipated wait time when these services will be resumed.

    Training
    Our staff receive training in order to properly communicate with and provide assistance to people with various disabilities.

    Documentation
    Documents required by the Customer Service Standard are available upon request.

    Customer Feedback
    We actively encourage the participation of all shoppers in our feedback process.  In addition to sharing your comments in person, you may also contact us by mail at:

    The Body Shop Canada
    c/o Customer Support Centre, HR Director
    1 Yorkdale Road, Suite 510
    Toronto, ON    M6A 3A1

    If you feel that these standards have not been maintained in your situation, please let us know by calling:  416.782.2948.

    Your business is important to us!

  • Introduction and Statement of Commitment
    The Body Shop Canada is committed to meeting the accessibility needs of persons with disabilities in a timely manner and in a manner that respects the dignity and independence of the individual.

    We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing individuals to benefit from the same services, in the same place and in a similar way as members of the public.

    The Accessibility for Ontarians with Disabilities Act, 2005* (AODA) was created with the goal of developing standards that would improve accessibility for people with disabilities across the Province.  The AODA allows the Provincial Government to develop specific standards of accessibility and to enforce them.  The standards are made into regulations pursuant to the AODA.   The Customer Service standard is the first standard developed under the AODA.

    Accessibility Plan
    The Body Shop Canada will establish, maintain and document a multi – year accessibility plan to outline its strategy to prevent and remove barriers and meet its requirements under the Integrated Accessibility Standards Regulation.

    The “Accessibility” plan will be reviewed and updated as required, but no less than once every 5 years. Upon request The Body Shop will provide a copy of the accessibility plan in an accessible format.

    Definitions (as defined by the AODA* Act, 2005)

    A disability is defined as:

    1. 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 or device,
    2. a condition of mental impairment or a developmental disability,
    3. a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
    4. a mental disorder, or
    5. an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

    Assistive Device is a technical aid, communication device, or medical aid modified or customized, that is used to increase, maintain, or improve the functional abilities of people with disabilities.

    Barrier means anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an attitudinal barrier, a technological barrier, a policy or a practice.

    Service Animal, 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 his or her disability; or if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

    Support Person, means in relation to a person with a disability, another person who accompanies him or her in order to help with the communication, mobility, personal care or medical needs or with access to goods or services.

    Ontario Human Rights Code
    The Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act both deal with accessibility. The Ontario Human Rights Code is an individual; complaints based legislation that addresses discrimination. The Integrated Accessibility Standards Regulation, created under the Accessibility for Ontarians with Disabilities Act, applies to all organisations in Ontario and will increase accessibility for all.

    Self Service Kiosks
    Where customers are required to complete transactions through point of sale devices, regard will be given to the accessibility features of such self-service devices to ensure that the individual can access the service provided.

    Information and Communication
    We will communicate with people with disabilities in ways that take into account their disability and upon request we will arrange to provide communications in accessible formats and communication supports in a reasonable and timely manner.

    Accessible websites and Web Content
    Our internet website and web content will conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 at Level A increasing to Level; AA in accordance with the schedule set out in the Integrated Accessibility Standards Regulation.

     

    Employment

    Employment: Recruitment, Assessment Or Selection Process
    In relation to the Integrated Accessibility Standards Regulation our policy applies to all full-time, part-time and seasonal employees.

    The Body Shop will notify internal and external job applicants that accommodations are available upon request in relation to the materials or processes used during an assessment or selection process.

    We shall consult with the applicant and provide or arrange for the provision of a suitable recruitment related accommodation in a manner that takes into account the applicants accessibility due to a disability to support the applicant’s participation in the process.

    Employment: Notice to successful applicants
    The Body Shop will notify successful applicants of its policies for accommodating employees with disabilities when making offers of employment.

    Informing Employees of Supports
    The Body Shop will inform its employees as soon as practicable after employment has begun, of its policies used to support employees with disabilities, including our policies on the provision of job accommodations that take into account the accessibility needs of employees with disabilities.

    Accessible formats and Communication Supports for Employees
    Where an employee with a disability requests it, we will consult with employees to provide or arrange for the provision of accessible formats and communication supports that may be required to perform their roles. We will also arrange communication supports for information that is available to employees in the workplace. The accessible format will be tailored to the individuals needs by the designated timeline outlined by the Integrated Accessibility Standards Regulation.

    Emergency Procedures, Plans
    We will provide emergency procedures in accessible formats or with communications supports upon request, to enable employees with disabilities to be prepared in case of an emergency situation.

    Workplace Emergency Response Information
    We will provide individualised workplace emergency response information to employees who have a disability, if the disability is such that the individualised information is necessary and we are aware of the need for accommodation due to the employees disability.


    Documented Individual Accommodation Plans
    We will develop and have in place a written process for the development of documented individual accommodation plans for employees with disabilities. This process will outline the manner in which an employee requesting an accommodation plan can participate in the development of the individual accommodation plan according to their individual needs.

    This process will also include information regarding accessible formats and communication supports.

    Return to work Process
    The Body Shop will develop and have in place a return to work process for employees who have been absent from work due to a disability and who require  disability-related accommodations in order to work. This process will be documented and outline the steps we will take to facilitate the return to work of employees who have been absent because their disability required them to be from work.

    Performance Management
    “Performance management” means activities related to assessing and improving employee performance, productivity with the goal of facilitating employee success.

    Our performance management & career development processes will take into account the accessibility needs of employees with disabilities as well as individual accommodation needs and determine whether it needs to be adjusted to improve the employee’s performance.

    Career Development and Advancement
    Our career development and advancement will take into account the accessibility needs of our employees with disabilities as well as any individual accommodation plans. The purpose of this requirement is to provide employees with disabilities with the opportunities to advance within The Body Shop.

    Redeployment and Individual Accommodation Plans
    “Redeployment” means the reassignment of employees to other departments or jobs within the Company as an alternative to lay off when a particular job or department has been eliminated by The Body Shop.

    We will review individual accommodation plans when transferring employees with disabilities to other roles within The Body Shop to help employees continue to contribute effectively.

    Training
    The Body Shop Canada will provide training to all employees, volunteers, those who are involved in the development of the Company’s policies and other persons who provide goods, services or facilities on behalf of The Body Shop Canada.

    Training on the requirements of the Integrated Accessibility Standards Regulation and on the disability-related obligations under the Ontario Human Rights Code (the Code) shall be appropriate to the duties of the employees, volunteers and other persons.

    This training will be provided during employee orientation and as soon as practicable.

    The Body Shop Canada will keep records of the training provided.

    Modifications to this or other policies
    We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.

    Any policy of The Body Shop Canada that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

    Feedback regarding the way The Body Shop Canada provides goods and services to people with disabilities can be made by e-mail, verbally, or an alternative method. All feedback will be directed to the General Manager, The Body Shop (Canada), Customer Support Centre; 1 Yorkdale Road, Suite 510, Toronto, M6A – 3A1. Customers can expect to hear back within 20 business days.

    Complaints will be addressed according to complaint categories already established in the company’s complaint management procedures.

  • Introduction and Statement of Commitment
    The Body Shop Canada’s Multi Year Accessibility Plan (2014 – 2025) outlines the Company’s policies and actions that will be put in place to prevent and remove barriers to accessibility and meet the requirements set out in the “Integrated Accessibility Standards Regulation”.

    The Multi Year Accessibility plan will be reviewed and updated as required, but no less than once every 5 years. The Multi Year Accessibility Plan will be posted onto The Body Shop Canada’s website and will be made available in an accessible format upon request.

    The Body Shop is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting requirements under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).

    The Accessibility for Ontarians with Disabilities Act, 2005 (AODA*) was created with the goal of developing standards that would improve accessibility for people with disabilities across the Province.  The Ontario Human Rights Code is an individual; complaints based legislation that addresses discrimination. The Integrated Standards Regulation created under the Accessibility for Ontarians with Disabilities Act applies to all organisations in Ontario to increase accessibility for all.

    Definitions (as defined by the AODA* Act, 2005)

    Assistive Device is a technical aid, communication device, or medical aid modified or customized, that is used to increase, maintain, or improve the functional abilities of people with disabilities.

    Barrier means anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an attitudinal barrier, a technological barrier, a policy or a practice.

    A disability is defined as:

    1. 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 or device,
    2. a condition of mental impairment or a developmental disability,
    3. a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
    4. a mental disorder, or
    5. an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

    Service 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 his or her disability; or if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

    Support Person, means in relation to a person with a disability, another person who accompanies him or her in order to help with the communication, mobility, personal care or medical needs or with access to goods or services.

    Emergency Procedures, Plans
    Emergency procedures and plans in accessible formats are available upon request to enable employees with disabilities to be prepared in case of an emergency situation.

    We can also provide individualised workplace emergency response information to employees who have a disability upon request, if the disability is such that the individualised information is necessary and we are aware of the need for accommodation due to the employee’s disability.

    Training
    The Body Shop provides training to employees, volunteers in Ontario accessibility laws and on the Human Rights Code as it relates to people with disabilities.

    Training is provided in a way that best suits the duties of employees and volunteers and according to any changes on Company policies, events and procedures.

    All those who are involved in the development and approval of customer service policies, practices and the delivery of training materials receive training on the purpose of the AODA (2015) and the requirements of the Human Rights Code to ensure they are integrated into Company event/training programs and refresher schedules throughout the course of the year.

    Employees are required to complete the “Customer Service Training: How May I Help You?” program as it relates to the purposes of the AODA during orientation and as changes are made. This training includes how to support people with various types of disabilities.

    Self Service Kiosks
    Where customers are required to complete transactions through point of sale devises, regard is given to the accessibility features of such self-service devices to ensure that the individual can access the service provided.

    Information and Communication
    The Body Shop is committed to meeting the communication needs of people with disabilities, we will consult with people with disabilities to ensure that information and communication needs are achieved.

    We will communicate with people with disabilities in ways that take into account their disability and upon request we will arrange to provide communications in accessible formats and communication supports in a reasonable and timely manner.

    By January 1st, 2016 our internet website and web content will conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 at Level AA in accordance with the schedule set out in the Integrated Accessibility Standard Regulation.

    Accessible formats and communication supports
    Where an employee with a disability requests it, we will consult with employees to provide or arrange for the provision of accessible formats and communication supports that may be required to perform their roles in a timely manner and at no cost. Accessible formats will be tailored to the individuals needs by January 1st 2016.

    Feedback
    By January 1st, 2016 The Body Shop will also ensure its processes for receiving and addressing feedback is accessible by providing and arranging the provision of accessible formats and communication supports upon request in a timely manner and at no cost to the individual. The process currently welcomes feedback through phone calls, e-mail or an alternative method and can be directed to The Body Shop Canada, General Manager & HR Director, Canadian Support Centre, 1 Yorkdale Road, Suite 510, Toronto, Canada M6A – 3A1.

    The public will be notified about the availability of accessible formats and communication supports through our website: www.thebodyshop.ca



    Employment

    Employment: Recruitment, Assessment or Selection Process
    The Body Shop is committed to fair and accessible employment practices.

    By January 1st, 2016 if not before, The Body Shop will notify internal and external job applicants that accommodations are available upon request in relation to the materials or processes used during an assessment or selection process.

    Applicants will be advised that accommodations are available through a variety of ways: e-mail, by telephone or other alternative format as required by the employee.

    We shall consult with the applicant and provide or arrange for the provision of a suitable recruitment related accommodation in a manner that takes into account the applicants accessibility due to a disability to support the applicant’s participation in the process.

    Employment: Notice to successful applicants
    The Body Shop will notify successful applicants of its policies for accommodating employees with disabilities when making offers of employment by telephone or alternative format required as part of the applicants on boarding by January 1st, 2016.

    Informing Employees of Supports
    The Body Shop will inform its employees as soon as practicable during the on boarding period, of its policies used to support employees with disabilities, including our policies on the provision of job accommodations that take into account the accessibility needs of employees with disabilities.

    Return to work Process
    The Body Shop will develop and have in place a return to work process for employees who have been absent from work due to a disability and who require  disability-related accommodations in order to perform their work. This process will be documented and outline the steps we will take to facilitate the return to work of employees who have been absent because their disability required them to be from work.

    We will also use individual accommodation plans for employees with disabilities. This process will outline how an employee can participate in the development of the individual accommodation plan according to their needs through partnership with the individual, the Line Manager and the Human Resources Department by January 1st, 2016.

    The process will also include information regarding accessible formats and communication supports.

    Performance Management
    “Performance management” means activities related to assessing and improving employee performance, productivity with the goal of facilitating employee success.

    By January 1st, 2016 our performance management processes will take into account the accessibility needs of employees with disabilities as well as individual accommodation needs and determine whether it needs to be adjusted to improve the employee’s performance.

    Career Development and Advancement
    Our career development and advancement will take into account the accessibility needs of our employees with disabilities as well as any individual accommodation plans. The purpose of this requirement is to provide employees with disabilities with the opportunities to advance within The Body Shop.

    Redeployment and Individual Accommodation Plans
    “Redeployment” means the reassignment of employees to other departments or jobs within the Company as an alternative to lay off when a particular job or department has been eliminated by The Body Shop.

    We will review individual accommodation plans when transferring employees with disabilities to other roles within The Body Shop to help employees continue to contribute effectively by January 1st 2016.

    Training
    The Body Shop Canada provides training to all employees, volunteers, those who are involved in the development of the Company’s policies and other persons who provide goods, services or facilities on behalf of The Body Shop Canada.

    Training on the requirements of the Integrated Accessibility Standards Regulation (IASR) and on the disability-related obligations under the Ontario Human Rights Code (the Code) is appropriate to the duties of the employees, volunteers and other persons.

    This training is provided during employee orientation, as soon as practicable, but also through team meetings, conference calls and by any format that takes his or her individual accessibility needs into account.

    The Body Shop Canada keeps records of the training provided.

    Modifications to this or other policies
    We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.

    Any policy of The Body Shop Canada that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

    Complaints will be addressed according to complaint categories already established in the company’s complaint management procedures.

    For more information on this accessibility plan, please contact the General Manager & HR Director at The Body Shop Canada, Customer Support Centre, 1 Yorkdale Road, Suite 510, Toronto, M6A – 3A1. 

    Accessible formats of this document are available free upon request from the Customer Support Centre office at The Body Shop Canada, HR Director, 1 Yorkdale Road, Toronto, M6A – 3A1.