Nortera Accessibility Plan

Statement of Commitment:

Nortera is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act, the Ontario Human Rights Code, and other applicable legislation. Our leadership and team of Human Resources, Information Solutions, Facilities, and Communications professionals will collaborate to deliver on this commitment.  We strive to be a barrier-free and inclusive workplace that meets all existing accessibility legislation through our multi-year plan outlined below:

Customer Service

Our accessible customer service policies are consistent with the principles of independence, dignity, integration, and equality of opportunity for all people including those with disabilities.
Nortera ("The Company") is 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 similar way as any other customer. Nortera will also recognize and support members of the public who use assistive devices, support persons, service animals or other accommodation services.  The Company will maintain accessibility or incorporate barrier-free, Universal Design principles when possible, or inform people if not available.

Training

Nortera is committed to training all employees in accessible customer service, other Ontario’s accessibility standards, and aspects of the Ontario Human Rights Code that relate to persons with disabilities. We will engage our Human Resources partners, and other functions as needed to create, implement, and record departmental training and training plans to ensure all people receive applicable training in accessibility and our accessibility policy.

Employment

Nortera is committed to fair and accessible employment practices throughout the employment life cycle. Our Human Resources and Talent Acquisition teams will share our commitment within our postings and throughout the assessment and selection process, including advising applicants and new hires of our accommodation-related policies. We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation that take into account an employee’s accessibility needs due to a disability.

The needs of the employee with a disability must be accommodated in the manner that most respect their dignity. Each situation is unique, therefore exploring solutions is key to treating people respectfully and with dignity.  Nortera will continue to develop individual accommodation plans and return-to-work policies for people who have been absent due to disability. In addition, career development, performance management, and redeployment processes/job changes will consider accessibility needs and individual accommodation plans accordingly.  Nortera commits to preventing and removing accessibility barriers, incorporating accessibility within our regular review of employment policies/materials and relevant procedures.

Emergency Information

At Nortera safety is our top priority. Where needed, Nortera will also provide customized emergency information to help an employee with a disability during an emergency. With the employee’s consent, we will provide workplace emergency information to a designated person who is providing assistance to that employee during an emergency. 

Information and Communications

Nortera will work with the person with disabilities to determine what method of communication works for them. Upon request, we will provide information to the public about our Accessible Employment Policy, our organization, and its services, including public safety information, in accessible formats or with communication support.
 
Nortera’s communications website adheres to WCAG 2.0 guidelines for Level A accessibility and always aims for Level AA and AAA wherever possible. Nortera will provide these documents in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and at no additional cost.

Notice of Temporary Disruptions

Nortera will provide notice to our customers in the event of a planned or unexpected disruption in the services usually used by people with disabilities. To the extent the information is available, the notice will include information about the reason for the disruption, its anticipated duration, and a description of alternate services if they are available.  

Feedback Process
 
Nortera welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns. Nortera will receive feedback on its accessibility procedures in writing, by telephone, or by email directed to the local HR Business Partner who will respond as soon as possible. Nortera ensures our feedback process is accessible with disabilities by providing or arranging for accessible formats and communication supports, on request.