Henry’s Accessibility Policy
At Henry’s, we believe that all of our customers should be able to easily shop in store and online. We strive to create an inclusive, barrier-free environment through the steps described in the Henry’s Accessibility Policy, below.
This policy and our multi-year plan outline the actions that Henry’s has and will put in place to improve opportunities for our team members and customers and to comply with applicable legal and regulatory requirements, including those set out in human rights and accessibility related legislation, such as the Accessibility for Ontarians with Disabilities Act ("AODA"), the Accessibility for Manitobans Act, An Act Respecting Accessibility in Nova Scotia, Accessible British Columbia Act, and any other similar and applicable legislation or laws.
This policy and our multi-year accessibility plan are posted on our website (www.Henrys.com) and will be provided in an alternate format upon request. This policy and the plan will be reviewed and updated at minimum once every five years.
This policy applies to all Henry’s team members.
1.0 Our Commitment
Henry's 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 to access our goods and services, and allowing everyone to benefit from the same services, in the same place and in a similar way as other customers. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by identifying, removing and preventing barriers to accessibility and meeting accessibility requirements.
We will ensure that:
- Goods, services, employment and programs are provided in a manner that respects the dignity and independence of persons with disabilities;
- Information and communication is provided in accessible formats where requested; and
- Accessibility is integrated into our regular workplace processes, thereby providing equal access and opportunity across all stages of the employment lifecycle for team members with disabilities.
2.0 Providing Goods and Service to People with Disabilities
Henry's is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:
We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
2.2 Telephone services
We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers by email, and relay services if telephone communication is not suitable to their communication needs or is not available.
2.3 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 staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
2.4 Accessible websites and web content
Henry’s websites and web content will conform to level A of the Worldwide Web Consortium’s Web Content Accessibility Guidelines. Compliance with level AA has been in place since 2022.
We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: large copy, large print, e-mail or other means as requested by the customer. We will answer any questions customers may have about the content of the invoice in person, by telephone or email.
2.6 Other Communication Supports
Henry’s recognizes that persons with disabilities may use alternative methods to access information or services and will upon request provide, or arrange for the provision of, information and communication in an alternative format. Henry’s representatives will consult with the person making the request when determining the suitability of an accessible format or communication support.
2.7. Notice of temporary disruption
Henry's will provide customers with notice in the event of a planned or unexpected disruption in the 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 or services, if available. The notice will be placed at all public entrances and service counters on our premises.
3.0 Use of service animals and support persons
We are committed to welcoming people with disabilities who are accompanied by a service animal or a support person on the parts of our premises that are open to the public and other third parties.
We will ensure that all staff, 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. When it is not easy to identify if an animal is working as a service animal, team members may inquire if the animal has been trained to support a person with a disability related need but will not inquire about the nature of the disability.
At no time will a person with a disability who is accompanied by a support person be prevented from having access to their support person while on our premises. Fees will not be charged for admission of support persons accompanying people with disabilities in to the Henry's seminars or events, on site or off site.
Henry's will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Training on accessibility and inclusion will be provided as part of the new hire orientation learning for all team members, regardless of role, within the first week of employment with Henry’s. Training will include legislative components in addition to how to interact and communicate with people with various types of disabilities.
In addition, all team members with customer facing roles will have included as part of their new hire orientation training on:
- How to interact with people with disabilities who use an assistive device or require the
- assistance of a service animal or a support person
- What to do if a person with a disability is having difficulty in accessing Henry's goods and
- Henry's policies, practices and procedures relating to the customer service standard.
All team members will be trained on an ongoing basis when changes are made to these policies, practices and procedures. Training is provided in a variety of ways and Henry’s keeps a record of training dates and participants.
5.0 Henry’s premises
All facilities updates will comply with accessibility standards. Any identified facilities requirements that are not already compliant with AODA standards will be addressed in the multi-year plan.
5.1 Self- Service Kiosks:
Henry’s will have regard to accessibility for persons with disabilities when designing, procuring or acquiring self-service kiosks e.g. photo printing. The Integrated Accessibility Standards Regulation and the needs of people with disabilities will be considered when designing, procuring or acquiring self-service kiosks.
5.2 Exterior paths of travel
Any new or redeveloped sidewalks and walkways, including associated ramps, stairs, curb ramps, depressed curbs, pedestrian signals and rest areas will comply with the requirements set by provincial legislation relating to accessibility.
Any new or redeveloped off-street parking that is owned or operated by Henry’s will comply with the requirements set by provincial legislation relating to accessibility.
5.4 Service Counters, Queue Guides and Waiting Areas and Event Spaces:
When Henry’s constructs or redevelops service counters, at least one will accommodate mobility aids in respect of countertop height, knee clearance and floor space. All such service counters will be clearly identified with signage.
Any new or redeveloped waiting Areas and Event Spaces, including learning labs, will have at least one seating space which is not fixed in which an individual using a mobility aid can sit, wait, or access and participate in an event.
6.0 Employment Standards
Henry’s is committed to intentionally creating an inclusive and accommodating workplace for team members with disabilities. The information you provide will be kept confidential and shared only with your consent. You do not need to disclose the details of your medical condition or disability, only the kind of help you may need.
In accordance with the Accessibility for Ontarians with Disabilities Act and all other applicable legislation, Henry's is pleased to accommodate individual needs for applicants with disabilities within the recruitment process. Please email HR@henrys.com if you require an accommodation to ensure your equal participation in the recruitment and selection process.
6.2 Employee Safety during Emergencies
We take your safety very seriously and want all our employees to be able to stay safe. If you have a disability, whether permanent or temporary, and may need help during an emergency, please email HR@henrys.com. Our Human Resources team will ask you to complete a self-assessment form and work with you to develop individualized emergency response information that will meet your needs in an emergency situation.
6.3 Performance and Career Development
Henry’s will take the accessibility needs of team members with disabilities and individual accommodation plans into account in all performance management and career development processes.
7.0 Feedback process
The ultimate goal of Henry's is to meet and surpass customer expectations while serving customers with disabilities. We seek and welcome feedback on how well those expectations are being met from our team members and customers.
Feedback regarding the way Henry's provides goods and services to people with disabilities can be made in person at any store location, via the website through Customer Care, by e-mail at CustomerService@henrys.com, or by calling 1-844-976-1699 from Monday to Friday between 9:00 am to 8:00 pm EST, or Saturday and Sunday from 10:00 am to 6:00 pm EST.
Information on how to contact Henry's to provide feedback is available at each store, posted on signs next to terminals as well as on the website under AODA or through Customer Care. Members of the public can ask questions or provide feedback in the format most convenient to them.
Every customer that provides feedback will receive a response and a company representative will contact each customer in the method which they have requested to be contacted.
8.0 Modifications to this or other policies
We are committed to developing 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 Henry's that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.