ACCESSIBILITY AT BONANZA

At Bonanza Gardens (“Bonanza”), our mission is to provide our customers with the highest quality goods and services at the best possible prices. We are committed to ensuring equal access and participation for all people with disabilities in a way that respects their dignity and independence. We believe in providing a barrier-free environment for all our customers, employees, job applicants, vendors and any other person who enters our premises. We are also comitted to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other members. We will meet the accessibility needs of people with disabilities in a respectful, timely and effective manner.

Below are our commitments:

• Accessibility Commitment

• Customer Service Commitment

• Multi-Year Accessibility Plan (MYAP)

All documents can be made available in an accessible format and include communication supports, upon request.

OUR ACCESSIBILITY COMMITMENT

INTRODUCTION

This Accessibility Commitment outlines the policies and plans that Bonanza Gardens (“Bonanza”) will put in place to improve opportunities for people with disabilities and remove barriers to accessibility.

Bonanza respects and supports the requirements introduced under applicable accessibility laws to ensure a more inclusive, barrier-free country. These laws will benefit everyone in meeting the accessibility needs of persons with disabilities to create barrier-free environments through the proactive identification, removal and prevention of barriers.

This Accessibility Commitment will be reviewed and updated on a regular basis and will be posted on the Bonanzagardens.ca website.

sTATEMENT OF COMMITMENT

At Bonanza, our mission is to provide our members with quality goods and services at the lowest prices possible. We are committed to treating people experiencing barriers due to disabilities in a way that respects their dinity and independence. Therefore, our goal is to provide a barrier-free environment for all of our employees, customers, job applicants, vendors and any other person who enters our premises. We are also comitted to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other members. We will meet accessibility needs of persons with a disability in a respectful, timely and effective manner.

Definition of terms

The terms below are defined to provide a better understanding of the requirements outlined in the provincial acts.

Accessible formats: Formats that are an alternative to standard print and are accessible to people with disabilities. When an alternative format is requested, we will work with the person with a disability to understand the specific need and make all reasonable efforts to meet their needs.

Barrier: Anything that prevents a person with a disability from fully participating in all aspects of society because of a disability. This includes physical barriers, architectural barriers, information or communication barriers, attitudinal barriers, technological barriers, and policies or practices.

Disability: Any:

1. degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness',

2. condition of mental impairment or a developmental disability,

3. learning disability or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,

4. mental disorder, or

5. injury or disability for which benefits were claimed or received under the insurance plan under applicable provincial workers compensation legislation.

MULTI-YEAR ACCESSIBILITY PLAN

Bonanza has established, implemented and will maintain its multi-year accessibility plan (MYAP) outlining its strategy to identify, remove and prevent barriers, and increase accessibility for persons with disabilities in accordance with the provincial acts and legislations. The MYAP will be reviewed and updated a least once every five years, and will be posted on the Bonanzagardens.ca website. The MYAP will be made available in accessible format upon request.

CUSTOMER SERVICE

Bonanza is committed to complying with all legislated requirements with respect to accessible customer service. Bonanza strives to meet and surpass customer expectations while ensuring that members with disabilities have the same opportunity to benefit from its goods, services and facilities in a barrier-free manner. In this request, Bonanza has established, implemented and will maintain its Accessbility Member Service Commitment.

INFORMATION AND COMMUNICATION

Bonanza will communicate with persons with disabilities in a manner that respects their dignity and independence in accordance with the Infomation and Communications Standards and applicable accessibility laws.

Recruitment & Employment

We will ensure that every person with a disability has an equal opportunity with respect to recruiting, hiring, career development, performance management, advancement and redeployment, without discrimination, and receives accommodations where required, in accordance with applicable human rights and accessibility laws.

CUSTOMER SERVICE COMMITMENT

our mission

At Bonanza, our mission is to provide our customers with the highest quality goods and services at the best possible prices.

our COMMITMENT

Bonanza strives to provide goods and services in a way that respects teh dignity and independence of people with disabilities. We are committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in similar ways as other customers. We will consider their needs in order to serve them better.

Bonanza will establish and implement measures, policies and practices respecting barrier-free access to our goods and services. Bonanza will work to identify barriers and remove barriers, and prevent new barriers from being created. Bonanza will also ensure that access to goods or services is available by alternate means on a temporary or permanent basis where barriers cannot be removed. Any fee or charge relating to accommodating a person who is disabled by a barrier will be imposed only if Bonanza cannot reasonably accommodate the person otherwise.

Bonanza is committed to acting in a manner consistent with applicable human rights laws.

PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES

Bonanza is committed to excellence in serving all customers, including people with disabilities, and to carrying out our functions and responsibilities in the following areas:

Assistive Devices

Persons with disabilities are permitted to use their own assistive devices to obtain, use or benefit from Bonanza’s goods or services. We will ensure that our staff 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. It is the responsibility of the person to ensure that his or her assistive device is operated in a safe and controlled manner at all times.

Communication

Bonanza management and staff will communicate with persons with disabilities in ways that take the person’s disability into account.

USE OF SUPPORT PERSONS

We at Bonanza welcome people with disabilities who are accompanied by a support person. Where a person is accompanied by a support person, Bonanza management and staff will work with both the person with a disability and the support person to ensure equal access to goods and services. At no time will persons with a disability who are accompanied by a support person be prevented from having access to their support person while on our premises.

USE OF SUPPORT ANIMALS

We at Bonanza are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties (unless excluded by law). In the event that a service animal is otherwise excluded by law from the premises, Bonanza management or staff will provide assistance to ensure the person is able to obtain, use or benefit from its goods, services or facilities. We will also ensure that all employees are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

PREVENTATIVE AND EMERGENCY MAINTENANCE PLAN

Bonanza is committed to providing our customers and employees with publicly available emergency information in an accessible format upon request. We will also provide employees with disabilities individualized emergency response information when necessary.

NOTICE OF TEMPORARY DISRUPTION

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Bonanza will notify customers promptly. This notice will be clearly displayed for customers to see and will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if available.

TRAINING POLICY

Bonanza provides accessible customer service training to all managers, staff, volunteers and any 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.

Training is provided to staff before or as soon as possible after the staff person commences job duties that involve interacting with the public or other third parties. Revised training will be provided in the event of changes to legislation, or changes to Bonanza procedures and/or practices regarding accessible customer service. Staff will also be trained when any changes are made to our accessible customer service plan.

Training will include:

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

• Bonanza’s accessible customer service plan

• 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 support person or service animal

• How to use the equipment or devices available on-site or otherwise 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 Bonanza’s goods and services

FEEDBACK PROCESS

Bonanza welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

Bonanza will communicate with persons with disabilities in a manner that respects their dignity and independence in accordance with the Integrated Accessibility Standards Regulation’s Information and Communications Standards.

Upon request, Bonanza will provide, or will arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner that takes into account the person’s accessibility needs due to disability. Bonanza will consult with the person making the request in determining the suitability of an accessible format or communication support.

Bonanza will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

Customers and members of the public who wish to provide feedback on the way in which Bonanza provides goods, services or facilities to people with disabilities can provide feedback in the following ways:

• In-Person: Speak to a manager at one of the warehouse locations

• Telephone: 905-670-1204 x302

• Email: cindy@bonanzagardens.ca

• Mail: Bonanza Gardens, 6790 Pacific Circle, Mississauga, ON, L5T 1N8

All feedback, including complaints, will be handled by Cindy Stathakis. Customers can expect to hear back within 5 days of receipt.

Modifications to this Policy

Bonanza is 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 our policies before considering the impact on people with disabilities.

Any policy, practice or procedure of Bonanza that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

ACCESSIBLE FORMATS

Requests for an alternative format can be made through the same methods as our feedback process. Additionally, Bonanza employees, if required, can read any printed materials out loud to any person with a visual impairment and/or to anyone who requests assistance. When an alternative format is requested, we will work with the person experiencing the barrier to understand the specific need and make all reasonable efforts to address their needs in a manner that takes the barrier into account.

This document can be made available in a barrier-free format and/or with appropriate communication support, upon request. This document is available both on-site and online.

MULTI-YEAR ACCESSIBILITY PLAN

This Multi-Year Accessibility Plan outlines the policies and actions that Bonanza and will implement to ensure compliance with all provincial accessibility laws and regulations.

This plan was last updated in December 2022 and will be reviewed and updated at least once every 5 years.

OUR COMMITMENT

In fulfilling our mission, Bonanza strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities and facing barriers due to disability. Bonanza is fully committed to providing people with disabilities with the same opportunities to access its goods and services in a barrier-free manner. Bonanza wants to ensure that people with disabilities benefit from the same services, in the same place and in a similar way as other customers, while complying with existing regulations and legislation and its existing timelines. Bonanza will establish and implement measures, policies and practices respecting barrier-free access to our goods and services.

Bonanza is committed to acting in a manner consistent with applicable human rights laws.

Bonanza is fully committed to fostering an inclusive, equitable, and accessible environment where all employees and customers can feel valued, respected and, most of all, supported. We strongly believe in integration and equal opportunities. Bonanza works hard to meet the needs of all people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility, and prevent new barriers from being created. We will ensure that access to goods or services is available by alternate means on a temporary or permanent basis where barriers cannot be removed. Any fee or charge relating to accommodating a person who is disabled by a barrier will be imposed only if Bonanza cannot reasonably accommodate the person otherwise, and only if permitted by law. Bonanza is committed to meeting accessibility requirements under Canadian accessibility laws. Our organization will continue to fulfill its requirements under applicable accessibility laws in order to have all locations accessible in accordance with legislative deadlines.

ACCESSIBILITY INITIATIVES AND STRATEGIES

The following is a summary of the accessibility initiatives and strategies that we have implemented to prevent and/or remove barriers and to meet applicable accessibility laws requirements. As part of our commitment to making Canada more accessible, Bonanza implements, monitors and reviews its accessibility plan to comply with accessibility laws.

INFORMATION AND COMMUNICATION:

Bonanza provides service in a way which allows persons with disabilities and those facing barriers due to disability to maintain self-respect and the respect of other people. Bonanza communicates with an employee or customer with a disability in a manner that takes into account their disability.

achievements:

• A Customer Service Commitment was created and posted on our Bonanzagardens.ca website. The Customer Service Commitment outlines Bonanza’s comprehensive feedback process, which includes accessible ways for customers to submit feedback.

• A procedure is in place to guarantee that all feedback gathered from customers is analyzed. All feedback is directed to the manager in charge for review and customers can expect to hear back within 5 business days, unless otherwise indicated. Feedback pertaining to services and goods provided for persons with a disability will be shared with the appropriate operations team for review.

• Accessible / barrier-free formats and communication supports are available upon request. Requests for an alternative format can be made through the same methods as our feedback process. When an alternative format is requested, we will work with the person with a disability to understand the specific need and make all reasonable efforts to provide the agreed-upon format.

• Bonanza

• provides elevated practices in order to ensure that clutter is cleared from its facilities to make sure that people with disabilities, both members and employees, can circulate safely and with ease.

• Emergency procedures, plans and public safety information made available to the public can also be made available in an accessible format and/or with appropriate communication support, upon request.

Actions planned:

• We will have internal developers regularly monitor and test our websites for compliance and improvements, identify usability issues and discover new solutions to further improve accessibility to our site.

• Any new emergency procedures, plans and public safety information made available to the public can also be made available in an accessible format and/or with appropriate communication support, upon request.

• All reportable emergency evacuations will continue to be reviewed by the appropriate departments for potential improvements to procedures.

RECRUITMENT AND EMPLOYMENT

Bonanza recruiters offer accommodation to help applicants with a disability to be successful during the interview process. Once hired, employees receive one-on-one training, if necessary, in a manner that takes into account the new hire’s disability. Employees with disabilities who have shared their disability with a Bonanza management representative will be provided with individualized workplace emergency response information as necessary and an individual accommodation plan, following the existing procedure.

Achievements:

• Where accessible legislations apply, Bonanza hiring managers are required to take part in comprehensive interview training that takes into account accessibility needs, accommodation and applicable human rights laws.

• During our phone screening process, we inform applicants that accommodation is available.

• In the event that an applicant with a disability is successfully hired, Bonanza will develop an individual accommodation plan that considers their disability, if required, and apply the written procedure.

• Inform employees and new hires of Bonanza’s policies for preventing and removing barriers to accessibility and meeting accessibility requirements under accessibility acts and laws.

• We have developed a Return to Work process for employees who require accommodation when returning from leave. The process outlines the steps we take to ensure that the employee’s return to work is seamless, while using the employee’s individual accommodation plan as part of that process.

• We have in place a process that takes into consideration an employee’s disability and their individual accommodation plan prior to managing performance, career development or redeployment.

• Once hired, we inform successful candidates at the job offer stage of our accommodation policies.

• Where accessible legislations apply, employees will continue to be trained on applicable accessibility laws, Bonanza’s policies and plans thereunder, accommodation, and the applicable human rights laws.

ACTIONS PLANNED:

• Our existing accommodation policies will be reviewed on a regular basis and procedures may be updated to facilitate the process, as needed.

EMERGENCY AND PREVENTATIVE MAINTENANCE PROCEDURES

Bonanza provides accessible elements for persons with disabilities in their establishments, such as the power-operated doors, ramps, electric scooters, accessible cash registers, wide emergency exits, and accessible washrooms. These elements are maintained as per our existing policy.

Achievements:

• Regular preventative maintenance is performed.

  • Parking lot attendants monitor the parking lot, including accessible parking spaces

  • Greeters monitor the manual and electric wheelchairs and the electric sliding doors at the entrance

  • Maintenance assistants monitor the accessible washrooms

  • At the end of every hour, a report is filed listing the status of all elements verified, including accessible elements (in a predetermined checklist).

  • Should maintenance be planned in advance for an accessible element, the Notice of Temporary Disruption procedure will be followed as outlined in the Member Service Commitment.

ACTIONS PLANNED:

• Should new accessible elements be added, we will update our Emergency and Preventative Maintenance Procedures.

CUSTOMER SERVICE

Bonanza is committed to excellence in serving all customers, including people experiencing barriers due to a disability, and to carrying out our functions and responsibilities in accordance with legislated requirements and in respect of communications, the use of assistive devices, support person, or support animals, preventative maintenance and emergency information, and any temporary disruptions to Bonanza’s services. Customer Service is our most critical commodity. Bonanza strives to meet and surpass customer expectations while ensuring members with disabilities and those facing barriers due to disability have the same opportunity to benefit from our goods and services.

Achievements:

• Bonanza will continue to communicate with people with disabilities in ways that take into account their barrier or barriers they face due to a disability and, where accessible legislations apply, to train our employees on how to interact and communicate with people facing barriers due to a disability.

• Bonanza will continue to ensure that our employees are familiar, and trained where accessible legislations apply, with various assistive devices that may be used by members experiencing barriers due to a disability while accessing our goods or services. We will also ensure that our employees know how to use the following assistive devices available on our premises for members: washrooms, scooters and wheel chairs.

• Bonanza permits service animals on the parts of our premises that are open to the public and other third parties (unless excluded by law). In the event that a service animal is otherwise excluded by law from the premises, Bonanza will provide the applicable member with an alternative method of obtaining, using or benefitting from its goods, services or facilities. Where accessible legislations apply, we will also ensure that all employees are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

• Bonanza also remains committed to welcoming people with disabilities who are accompanied by a support person. Persons with a disability who are accompanied by a support person will be allowed to enter Bonanza’s premises with their support person. At no time will persons with a barrier due to disability who are accompanied by a support person be prevented from having access to their support person while on our premises.

• A Customer Service Commitment has been developed encapsulating the principles of this policy.

• A poster indicating how to communicate with individuals with different types of disabilities is available for all employees to view in their breakroom

• Our feedback process has been documented

• All customer and employee feedback pertaining to accessibility is reviewed by the appropriate operations team for potential improvements

ACTIONS PLANNED:

• The responsibility of posting and removing the Notice of Temporary Disruption Form will be transferred to assistant warehouse managers, to ensure effective application of the Notice of Temporary Disruption process.

• Bonanza will continue to meet the actions above.

TRAINING

Service is provided in a way that allows persons with disabilities to benefit from the same services, in the same place, and in the same or similar way as other customers, unless an alternative measure is necessary to enable those persons to access goods or services. Where accessible legislations apply, we ensure that our employees are trained to respect and allow persons with disabilities to do things on their own without unnecessary help or interference from others. Training is provided to employees where accessible legislations apply as soon as practicable following the employee’s hiring or first day in a new role. Where accessible legislations apply, employees will also be trained on a yearly basis and when changes are made to these policies, practices and procedures.

Achievements:

• Sensitivity awareness is discussed with all employees on a yearly basis through our Anti-Harassment & Discrimination training sessions. This training covers topics on creating a respectful workplace through our Standard of Conduct and discusses inclusion and acceptance in accordance with applicable human rights laws

• Training on the applicable accessibility law standards has been provided to the required employees and will be given to all new employees where accessible legislations apply. The training includes, but is not limited to:

  • Applicable legislated standards as amended from time to time, including Information and communication standards, Employment and recruitment standards and Design of public spaces standards

  • What to do if a person facing a barrier due to a disability is having difficulty accessing Bonanza’s goods and services

  • How to interact and communicate with persons with various types of disability

  • How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or a support person

  • How to use equipment or devices available on Bonanza’s premises or otherwise provided by Bonanza that may help with the barrier-free provision of goods or services to a person with a disability

  • What to do if a person with a particular type of disability is having problems accessing Bonanza’s goods or services

• All documents can be made available in an accessible format and/or with appropriate communication support, in a timely manner, upon request.

ACTIONS PLANNED:

• Whenever an amendment is made or a deadline is approaching, the policies, forms and training will be reviewed and updated, and supplementary training provided, as needed.

COMPLIANCE

In order to remain compliant with the applicable accessibility laws, Bonanza will continue to provide goods and services in a way that respects the dignity and independence of people with disabilities. We will ensure that people with disabilities can benefit from the same goods and services, while complying with existing regulations, the Accessibility Standard Regulation and its existing timeline. We will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under each province’s accessibility laws. This accessibility plan outlines the steps Bonanza has taken and our action plan to meet those requirements and improve opportunities for people with disabilities. This plan also demonstrates how Bonanza will play its role in making Canada an accessible country for all.

Achievements:

• Bonanza completed its last Accessibility compliance report for Ontario in 2021

• This Multi-Year Accessibility Plan was last updated in December 2022

• An internal Accessibility committee has been formed and ensures compliance with all standards of the accessibility laws.

ACTIONS PLANNED:

• Monitor and review accessibility procedures and update as required

• Conduct a regular review of the Multi-Year Accessibility Plan to ensure compliance