Ascensia Diabetes Care Canada Inc. is committed to excellence in serving all customers, including people with disabilities. This policy is adopted pursuant to the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and the Customer Service Standard adopted under the AODA (“Customer Service Standard”).  It applies to the provision of goods and services to the public or other third parties, not to the goods themselves.

1. Definitions

Accommodation: means providing alternate or adapted methods to attain equal access to goods and services or, the same level of experience if a “barrier” exists and the existing method of providing access to said goods or services is not yet fully integrated and accessible to persons with disabilities.

Assistive Device: means any apparatus that helps a person with a disability to do a certain task and may include such examples as an alphabet board, cane, hearing aid, reaching device, scooter, text-to-speech conversion software, walker, or wheelchair;

Barrier: means anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an architectural barrier, an information or communications barrier, an attitudinal barrier, a technological barrier, a policy or a practice.

Disability: is defined by human rights legislation such as the Ontario Human Rights Code as:

a) Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes but is not limited to: diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;

b) A condition of mental impairment or a developmental disability;

c) A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;

d) A mental disorder; or

e) An injury or disability for which benefits were claimed or received under a provincial insurance plan (such as established under the Workplace Safety and Insurance Act, 1997).

Support Person: means, in relation to a person with a disability, another person who accompanies the person with a disability in order to help with communication, mobility, personal care or medical needs or with access to goods or services.

Service Animal: means a “guide dog” as defined by the Blind Persons Rights Act, or any other animal that is used by a person for reasons relating to a disability. For the purpose of the AODA, an animal is a service animal if it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or if the person provides a letter from a physician or a member of one of the following regulated health professional colleges confirming that the person requires the animal for reasons relating to the disability:

• College of Audiologists and Speech-Language Pathologists of Ontario;
• College of Chiropractors of Ontario;
• College of Nurses of Ontario;
• College of Occupational Therapists of Ontario;
• College of Optometrists of Ontario;
• College of Physicians and Surgeons of Ontario;
• College of Physiotherapists of Ontario;
• College of Psychologists of Ontario; or
• College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.

2. The Provision of Goods and Services to Persons with Disabilities

Ascensia Diabetes Care Canada Inc. will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

• ensuring that all customers receive the same value and quality service;
• allowing customers with disabilities to do things in their own ways and, at their own pace when accessing goods and services, as long as this does not present a safety risk;
• using alternative methods, when possible, to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
• taking into account individual needs when providing goods and services; and
• communicating in a manner that takes into account the customer’s disability.

3. Communicating with Persons with Disabilities

When communicating with a person with a disability, Ascensia employees will communicate in a manner that takes into account a person’s disability, accommodation needs and accessible formats.  Ascensia employees communicating with customers, will be trained on how to interact and communicate with people with disabilities.

4. Assistive Devices

Ascensia Diabetes Care Canada Inc. is committed to serving persons with disabilities who use assistive devices to obtain, use, or benefit from its facilities and services. Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Ascensia.

In cases where the assistive device presents a health and safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services, up to the point of undue hardship.

5. Service Animals and Support Persons

Ascensia Diabetes Care Canada Inc. is committed to welcoming people with disabilities who are accompanied by a service animal on the parts of its facilities that are open to the public, unless otherwise excluded by law.  Staff may respectfully ask if an animal is a service animal and will not ask the nature of the person’s disability or purpose of the animal.

If a customer with a disability is accompanied by a support person, Ascensia Diabetes Care Canada Inc. will ensure that both persons may enter the premises together and that the customer is not prevented from having access to the support person.  In situations where confidential information may be discussed, consent will be obtained from the customer before any potentially confidential information is mentioned.

6. Temporary Disruption of Services

Service disruptions may occur for reasons that may or may not be within the control or knowledge of Ascensia Diabetes Care Canada Inc.   In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use goods or services, reasonable efforts will be made to provide advance notice.  In some circumstances, such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

If a notification needs to be posted, the following information will be included unless it is not readily available or known:

• Goods or services that are disrupted or unavailable;
• Reason for the disruption;
• Anticipated duration; and
• A description of alternative services or options.

When disruptions occur, Ascensia Diabetes Care Canada Inc. will provide notice by:

• Posting notices in conspicuous places, including at the point of disruption, at the main entrance, and the nearest accessible entrance to the service disruption, or on the company website;
• Contacting customers with appointments;
• Verbally notifying customers when they make an appointment; or
• By any other method that may be reasonable under the circumstances.

7. Notice of Availability and Format of Documents to Customers

In accordance with legislation, a copy of the documents required by or pertaining to the Customer Service Standard will be made available upon request and will be provided in a mutually agreed upon format that takes into account a person’s disability.

Ascensia will notify the public that its documents related to the Customer Service Standard are available upon request by posting the information in a conspicuous place owned and operated by Ascensia Diabetes Care Canada Inc., the website of Ascensia Diabetes Care Canada Inc., and/or through other reasonable means.

8. Emergency Response Information

In preparing emergency response procedures, plans or safety information, Ascensia Diabetes Care Canada Inc. will ensure all documents offered to the public shall be made in an accessible format or with appropriate communication supports as soon as practicable, upon request.

Should a customer or visitor to Ascensia Diabetes Care Canada Inc. with a disability, require a personalized emergency response plan, Ascensia will create such as plan as soon as the information is provided from the individual with the disability.

9. Training

In accordance with legislation, Ascensia Diabetes Care Canada Inc. will ensure that employees dealing with customers receive training on the purpose of the AODA and the requirements of the Standard as appropriate to their job role, including:

• How to interact and communicate with people with various types of disabilities;
• How to interact with people who use an assistive device or require the support of a guide dog or service animal or support person;

• How to use equipment or assistive devices available at our premises, or that we provide that may help people with disabilities;
• What to do if a person with a disability is having difficulty accessing Ascensia’s services or facilities; and
• Policies, procedures and practices of the company pertaining to providing accessible customer service to customers with disabilities.

Training will be provided to:

• Every employee of or a volunteer with Ascensia Diabetes Care Canada Inc.;
• Every person within Ascensia participates in developing Ascensia Diabetes Care Canada Inc.’s policies, practices and procedures; and
• Every other person who provides goods, services or facilities on behalf of Ascensia Diabetes Care Canada Inc.

Training Schedule

Ascensia Diabetes Care Canada Inc. will provide training as soon as practicable. Training will be provided to new employees, volunteers, agents, and contractors during the orientation process (within 30 days of hire).  Revised training will be provided in the event of changes to legislation, procedures, policies, or practices.

Record of Training

Ascensia Diabetes Care Canada Inc. will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

10.  Feedback

Ascensia Diabetes Care Canada Inc. shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and notice of the process will be made available upon request.  Feedback forms, along with alternate methods of providing feedback verbally (in person or by telephone) or written (handwritten, delivered, website, or e-mail), will be available upon request

Submitting Feedback

Customers can submit feedback to:

• Name: Ascensia Diabetes Customer Services
• Phone: 1 800-268-7200
• Email: English : questions@ascensia.com
• Email: French: Demandes@ascensia.com
• Mailing addresses :
• Ascensia Diabetes Care
• 2680 Skymark Avenue Suite 410
• Mississauga, Ontario, L4W 5L6
• Attn: Bilingual Customer Support Specialist

Feedback will also be accepted in a reasonable alternate format, upon request. Ascensia will provide a response within a reasonable timeframe.  The response will be in a format that takes into account a person’s disability.  Additional time may be required to communicate using alternate formats.

Policy

Ascensia Diabetes Care Canada Inc. is committed to meeting the objectives and requirement  of the Integrated Accessibility Standards Regulation (IASR) under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and the Human Rights Code.  This accessibility policy and plan outlines the actions that Ascensia Diabetes Care Canada Inc. have or will put in place to improve opportunities for people with disabilities (as defined below). This Policy and Plan will be provided in an accessible format upon request and posted on our website.

1. Purpose

As indicated in our Statement of Commitment, Ascensia Diabetes Care Canada Inc. understands that we have a responsibility for ensuring a safe, dignified, and welcoming environment for everyone.   Ascensia Diabetes Care Canada Inc. is committed to providing a barrier-free environment for all stakeholders, including our clients, employees, job applicants, suppliers, and any visitors who may enter our premises, access our information, or use our services.  The goal of the AODA is to create a more accessible environment by identifying, and, to the extent possible, preventing and eliminating barriers experienced by persons with disabilities.

Ascensia Diabetes Care Canada Inc. will implement, maintain and document a Multi-Year Accessibility Plan outlining its strategy to prevent and remove barriers (physical, attitudinal, architectural and technological) and ensure a safe environment for all.

The Multi-Year Accessibility Plan will be:

• Posted on Ascensia’s website and provided in an accessible format, upon request, as soon as is practicable;
• Reviewed and updated at least once every five years; and
• Annual status reports on the progress of measures taken to implement the Multi-Year Accessibility Plan will be posted on Ascensia’s website and provided in an accessible format, upon request, as soon as is practicable.

2. Responsibility

All employees, contractors, agents, volunteers and any other person acting on behalf of Ascensia Diabetes Care Canada Inc. are responsible for complying with this Policy.

3. Definitions

Accessible Format: means formats that are an alternative to standard print and are accessible to persons with Disabilities.  Accessible Formats may include, but are not limited to large print, recorded audio and electronic formats and other formats usable by persons with Disabilities in accordance with the AODA.

Accommodation: means the special arrangements made or assistance provided so that persons with Disabilities can participate in the experiences available to persons without Disabilities.

Communication Supports: means supports that persons with Disabilities may need to access information in accordance with the AODA.  Communication Supports may include, but are not limited to captioning, alternative and augmentative communication supports, plain language, and other supports that facilitate effective communication.

Disability or Disabilities: is defined by human rights legislation such as the Ontario Human Rights Code as:

• Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes but is not limited to: diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;

• A condition of mental impairment or a developmental disability;

• A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;

• A mental disorder; or

• An injury or disability for which benefits were claimed or received under a provincial insurance plan (such as established under the Workplace Safety and Insurance Act, 1997).

4. Accessible Emergency Information

Ascensia Diabetes Care Canada Inc. is committed to providing visitors or customers with publicly available emergency information in an accessible format upon request. We will also provide employee with disabilities with individualized emergency response information if Ascensia is made aware of the need for accommodation.

5. Training and Records

Ascensia Diabetes Care Canada Inc. will provide training to employees and volunteers on accessibility laws and on the Human Rights Code as it relates to people with disabilities.  Training will be provided in a way that best suits the duties of the employee or trainee.  Training will be provided to employees, as relevant to their duties, and persons who participate in developing Ascensia’s policies.  Training will be provided as soon as practicable after the trainee is assigned the applicable duties and training will be provided on an ongoing basis in accordance with changes to this policy and its related practices and procedures.

Ascensia Diabetes Care Canada Inc. will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

Third party service providers representing Ascensia Diabetes Care Canada Inc. are expected to comply with the AODA legislation and the Human Rights Code.

6. Employment

Ascensia Diabetes Care Canada Inc. is committed to fair and accessible employment practices.

Ascensia Diabetes Care Canada Inc. ensures that job applicants are notified that accommodation is available upon request, to persons with disabilities during the recruitment, assessment, and hiring processes, as well as during the course of employment.

Ascensia Diabetes Care Canada Inc. has developed and implemented a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability and require disability-related accommodation(s) in order to return to work.

The return to work process will outline the steps Ascensia Diabetes Care Canada Inc. will take to facilitate the employee's return to work and shall use documented individual accommodation plans (as described in section 28 of the regulation). 

Upon the request of an employee with a disability, Ascensia will make reasonable efforts to provide or arrange for the provision of accessible formats and communication supports needed to perform the employee’s job, as well as information generally available to other employees.

Ascensia ensures that the accessibility needs of employees with disabilities are taken into account whenever Ascensia is using performance management, career development or advancement opportunities and redeployment processes.

7. Documentation to be Made Available

This policy is made available to any member of the public upon request.  This policy will also be posted in a conspicuous place owned and operated by Ascensia Diabetes Care Canada Inc., the website of Ascensia Diabetes Care Canada Inc., and any other reasonable method.

8. Accessible Formats

Upon request, Ascensia Diabetes Care Canada Inc. will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities that takes into account the person’s accessibility needs.   Ascensia will work collaboratively with the person making the request to determine the suitability of an accessible format or communication support.

9. Accessibility Plan

Accessible Websites and Web Content

Ascensia has taken the appropriate steps to ensure all internet websites and web content conform with WCAG 2.0 Level AA.

10. Feedback

Ascensia Diabetes Care Canada Inc. has a process for receiving and responding to feedback about the manner in which products and services are provided to people with disabilities.

You may provide feedback through any of the following methods: 

• Name: Ascensia Diabetes Customer Services
• Phone: 1 800-268-7200
• Email: English : questions@ascensia.com
• Email: French: Demandes@ascensia.com
• Mailing addresses :
• Ascensia Diabetes Care
• 2680 Skymark Avenue Suite 410
• Mississauga, Ontario, L4W 5L6
• Attn: Bilingual Customer Support Specialist

Feedback will also be accepted in a reasonable alternate format, upon request. Ascensia will provide a response within a reasonable timeframe.  Our response will be in a format that takes into account a person’s disability.  Additional time may be required to communicate using alternate formats.

Any questions about Ascensia’s Accessibility Policies or Plans, please contact:

Ascensia Diabetes Care Canada Inc.

Attention: HR Manager

2680 Skymark Avenue Suite 410

Mississauga, Ontario

L4W 5L6

Telephone: 905 301 4752

Email: ascensia_canada_communications@ascensia.com