1. Our Accessibility Commitment

We aim to identify, remove, and prevent barriers to accessibility and provide goods, services, and communication in a way that respects the dignity and independence of every individual. This policy reflects the requirements of Ontario's Customer Service Standard under the AODA.

2. Guiding Principles

Our accessibility practices are grounded in four guiding principles:

Dignity

We provide services in a manner that maintains the self respect of customers with disabilities.

Independence

Customers with disabilities can access services in their own way and at their own pace.

Integration

Customers with disabilities can benefit from the same services as all customers, unless an alternative measure is necessary.

Equal Opportunity

Customers with disabilities receive the same opportunities to access and benefit from our goods and services.

These principles are core to the AODA Customer Service Standard.

3. Communication

We communicate with customers with disabilities in ways that consider their accessibility needs. Our employees receive training on how to interact with people with various types of disabilities, consistent with updated AODA requirements for training all employees and volunteers.

4. Assistive Devices

Customers are welcome to use their own assistive devices while accessing our goods and services. These may include, but are not limited to, wheelchairs, walkers, white canes, hearing aids, communication aids, and personal oxygen tanks. Our employees are trained on how to interact respectfully and effectively with customers who use assistive devices, in accordance with Ontario's accessibility requirements.

5. Service Animals

Service animals are welcome in all areas of our premises open to the public, except where prohibited by law (e.g., food preparation areas). If a service animal is not clearly identifiable, we may request documentation from a regulated health professional, as permitted under updated AODA requirements.

6. Support Persons

Customers with disabilities may be accompanied by a support person at all times while accessing our services. Glen Dimplex Americas does not charge admission or access fees for support persons attending company sponsored events.

7. Notice of Temporary Service Disruptions

If there is a temporary disruption to facilities or services that customers with disabilities rely on, Glen Dimplex Americas will provide timely notice that includes:

• The reason for the disruption
• The expected duration
• Alternative options, if available

Notices will be posted in visible onsite locations and, where possible, online. This approach aligns with AODA requirements for service disruption notifications.

8. Customer Feedback

We welcome feedback on how we provide accessible customer service. Feedback helps us improve and ensure accessibility for all customers.

Feedback may be submitted:

• By email
• By phone
• In writing
• Through accessible formats or communication supports, upon request

We will acknowledge and respond to all feedback in a timely manner. Providing accessible feedback options is required under the IASR Information & Communications Standard.

9. Accessible Formats & Communication Supports

Upon request, Glen Dimplex Americas will provide or arrange for accessible formats and communication supports for customers with disabilities. We will consult with the individual to determine the most appropriate and effective option. We also make the public aware that accessible formats are available upon request, as required under the IASR.

10. Accessible Website & Web Content

Glen Dimplex Americas is committed to ensuring that all new or significantly refreshed web content conforms with the Web Content Accessibility Guidelines (WCAG) 2.0 Level A and AA requirements, as required by the AODA. We continue to enhance the accessibility of our digital platforms to support an inclusive online experience for all users.

11. Availability of this Policy

This Accessibility Policy is available to the public upon request and can be provided in accessible formats upon request, in accordance with the AODA Customer Service Standard.

Accessibility at Glen Dimplex Americas

Glen Dimplex Americas is committed to providing accessible customer service and ensuring equal access to all visitors. We strive to meet the requirements of the Accessibility for Ontarians with Disabilities Act (AODA) by removing barriers and providing our services in a way that respects dignity, independence, integration, and equal opportunity.

Accessible formats and communication supports are available upon request. If you experience any accessibility barriers while using our website or services, or if you need information in an alternate format, please contact us at:

Email: cs@glendimplexamericas.com
Phone: 1-888-346-7539

We are committed to maintaining an accessible website and ensuring new or significantly updated online content meets the Web Content Accessibility Guidelines (WCAG) 2.0 Level A and AA.