Candent Accessibility Policy

1320971 ON LTD, operating as Candent

1. Statement of Commitment

Candent 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 by meeting our obligations under the Accessibility for Ontarians with Disabilities Act, 2005 and the Integrated Accessibility Standards Regulation, Ontario Regulation 191/11.

Candent supplies anatomical models and medical education products to universities, colleges, hospitals and public sector institutions. Our customers are educators and students, including students with disabilities. Accessibility is therefore not only a legal obligation for Candent — it is directly connected to the purpose of the products we supply.

2. Purpose and Scope

This policy establishes how Candent achieves accessibility for people with disabilities. It applies to all Candent employees, contractors, agents, volunteers and any other person who deals with members of the public or other third parties on Candent's behalf, and to any person involved in developing Candent's policies.

3. Definitions

Disability has the same meaning as in the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, and includes physical, mental, developmental, sensory and learning disabilities, whether apparent or not, and whether permanent, temporary or episodic.

Assistive device means any auxiliary aid, equipment or device used by a person with a disability to assist in daily living.

Service animal means an animal used by a person for reasons relating to a disability, where this is readily apparent or where the person provides documentation from a regulated health professional confirming the animal is required for reasons relating to the disability.

Support person means a person who accompanies a person with a disability in order to assist with communication, mobility, personal care, medical needs or access to goods and services.

Barrier means anything that prevents a person with a disability from fully participating, including physical, architectural, informational, communicational, attitudinal, technological or policy barriers.

4. Accessible Customer Service

Candent provides goods and services in a manner that respects the dignity and independence of people with disabilities, that is integrated with the way we serve other customers, and that gives people with disabilities the same opportunity to obtain, use and benefit from our goods and services.

4.1 Assistive devices. People with disabilities may use their own assistive devices when accessing Candent's goods, services or facilities. Where an assistive device presents a safety concern, or where accessibility might be an issue, Candent will consult with the person to identify an alternative that meets their needs.

4.2 Communication. Candent communicates with people with disabilities in ways that take their disability into account. We offer multiple channels — telephone, toll-free telephone, email and written correspondence — and will conduct an entire transaction through whichever channel the person prefers. A person who does not wish to use the telephone may transact with Candent entirely in writing, and a person who prefers not to use written channels may transact entirely by telephone.

4.3 Service animals. People with disabilities are welcome to be accompanied by their service animal in the areas of Candent's premises that are open to the public. Where an animal is excluded by law, Candent will explain why and will work with the person to find another way to provide the goods or services.

4.4 Support persons. People with disabilities are welcome to be accompanied by a support person on Candent's premises, and a support person will not be prevented from having access to the person they are supporting. Candent does not charge a fee for support persons.

4.5 Notice of temporary disruption. If there is a planned or unexpected disruption to facilities or services that people with disabilities usually use to access Candent's goods and services, Candent will give notice of the disruption. Notice will include the reason for the disruption, its anticipated duration, and a description of alternative facilities or services if available. Notice will be posted on Candent's website, provided by telephone and email, and posted at the affected location where applicable.

5. Information and Communications

Candent will, on request, provide or arrange for the provision of accessible formats and communication supports for people with disabilities. This includes quotations, invoices, order documentation, product specifications, manufacturer manuals, structure keys, care instructions and any other information Candent produces or supplies.

Accessible formats and communication supports will be provided:

• in a timely manner that takes into account the person's accessibility needs;
• at a cost no greater than the regular cost charged to other persons; and
• in consultation with the person making the request, to determine the format or support that is suitable.

Candent will notify the public of the availability of accessible formats and communication supports.

Where Candent supplies documentation produced by a third-party manufacturer and cannot itself convert it to a requested format, Candent will work with the manufacturer, or with the person making the request, to identify a suitable alternative.

6. Training

Candent provides training on the requirements of the Integrated Accessibility Standards Regulation and on the Ontario Human Rights Code as it pertains to people with disabilities to:

• all employees, contractors and agents;
• all persons who deal with the public or other third parties on Candent's behalf; and
• all persons involved in developing Candent's policies.

Training is appropriate to the duties of the person and is provided as soon as practicable after the person is assigned the applicable duties. Training is provided again whenever this policy changes.

Training covers: the purpose of the AODA and the requirements of the Customer Service Standard; how to interact and communicate with people with various types of disabilities; how to interact with people who use an assistive device or who require the assistance of a service animal or support person; what to do if a person with a disability is having difficulty accessing Candent's goods and services; and Candent's policies and procedures relating to accessibility.

Candent maintains a record of the training provided, including the dates on which it was provided.

7. Employment

Candent is committed to fair and accessible employment practices.

Candent notifies employees and the public that accommodation for applicants with disabilities is available on request throughout the recruitment process. Where an applicant requests accommodation, Candent consults with the applicant and provides or arranges suitable accommodation that takes the applicant's accessibility needs due to disability into account.

Successful applicants are notified of Candent's policies for accommodating employees with disabilities at the time of the offer. Candent informs employees of any changes to those policies.

Where an employee with a disability requests it, Candent consults with the employee to provide accessible formats and communication supports for information needed to perform their job, and for information generally available to employees in the workplace.

Where required, Candent provides individualised workplace emergency response information to employees who have a disability, where the disability is such that the information is necessary and Candent is aware of the need.

8. Procurement and Product Selection

When procuring or acquiring goods, services or facilities, Candent will incorporate accessibility criteria and features except where it is not practicable to do so. If it is not practicable, Candent will provide an explanation on request.

In addition, and specific to Candent's business, Candent considers accessibility in the products it selects and recommends to customers. Physical anatomical models are a directly accessible teaching medium for students who are blind or have low vision, and present none of the interface, timing or motor-control barriers associated with digital learning tools. Where a customer identifies a specific accessibility need, Candent will advise on model selection accordingly — including models with pronounced tactile relief, models with high-contrast or numbered structure identification rather than colour differentiation alone, models available on height-adjustable or mobile mounting, and models representing a range of body types and skin tones.

9. Feedback

Candent welcomes feedback on how we provide goods and services to people with disabilities. Feedback helps us identify barriers and improve.

Feedback may be provided:

• By telephone: 905-629-7688 ext 101
• Toll-free: 1-888-959-1164
• By email: info@candent.ca
• By mail: Candent, 21-2601 Matheson Blvd E, Mississauga, Ontario L4W 5A8

Feedback may be provided anonymously. Candent will acknowledge feedback within five business days and will respond in the same format in which the feedback was received, or in another accessible format on request. Feedback is reviewed by Candent's ownership, and any resulting change to practice is recorded at the annual review of this policy.

Candent will ensure its feedback process is itself accessible by providing or arranging accessible formats and communication supports on request.

10. Availability of This Policy

This policy is publicly available on Candent's website at www.candent.ca and on request. Candent will provide this policy in an accessible format or with communication support on request, in a timely manner, in consultation with the person making the request, and at no additional cost.

11. Website Accessibility

Candent is committed to making its website accessible. Candent is currently redesigning www.candent.ca, and the replacement design is being built to conform to the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA. Candent will confirm the outcome of an accessibility review of the new site on request.

Candent's services do not require use of the website. All Candent services — quotation, ordering, order status, product information, documentation and support — are fully available by telephone, toll-free telephone, email and written correspondence, and in accessible document formats on request.

12. Review and Modification

Candent reviews this policy at least annually, and whenever there is a change in legislation, in Candent's operations, or in response to feedback received.

Candent will modify or remove any existing policy that does not respect and promote the dignity and independence of people with disabilities.

13. Questions

Questions about this policy may be directed to info@candent.ca, 905-629-7688 or 1-888-959-1164.