LACTALIS CANADA’S COMMITMENT TO AODA

As an organization, we respect the law and abide by the requirements set forth under the Accessibility for Ontarians with Disabilities Act (“AODA”), including the Customer Service Standards Regulation, and the Integrated Accessibility Standards Regulation under AODA.

Lactalis Canada Inc. is committed to ensuring that persons with disabilities who interact with our business have the necessary accessibility support by providing a barrier-free and accessible environment.

Lactalis Canada has implemented comprehensive and principled accessibility policies by incorporating best-in-class procedures, training for employees, and feedback and review processes.

Lastly, we choose to lead by example and, therefore, strive to provide accessibility standards that not only comply with the law, but standards that are consistent with Lactalis Canada’s proud history as a market leader.

This document and all other required documents are available upon request. They can also be made available in an accessible format, upon request. Please Contact Us for an accessible format.

We welcome your feedback and look forward to your comments on our Accessibility Policies. Please contact us at [email protected], or otherwise as listed under Contact Us.

PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES

Becoming accessible means having a plan on how Lactalis Canada Inc. will provide service to customers with disabilities. Lactalis Canada is committed to excellence in serving all customers including people with disabilities.

ASSISTIVE DEVICES

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.

COMMUNICATIONS

We will communicate with people with disabilities in ways that take into account their disability.

SERVICE ANIMALS

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

SUPPORT PERSONS

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Fees will not be charged for support persons for admission to our premises.

We will notify customers of this through a notice posted at our site and/or on our website.

NOTICE OF TEMPORARY DISRUPTION

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Lactalis Canada will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

The notice will be placed at our site and/or on our website.

TRAINING FOR STAFF

Lactalis Canada will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf.

This training will be provided to existing employees and to new staff at the time of Induction.

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• Lactalis Canada plan related to the customer service standard
• How to interact and communicate with people with various types of disabilities
• 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 Lactalis Canada’s goods and services

Staff will also be trained when changes are made to your plan.

FEEDBACK PROCESS

Customers who wish to provide feedback on the way Lactalis Canada provides goods and services to people with disabilities can do so verbally, via e-mail or by visiting our website.

All feedback will be directed to the Human Resources Department. Complaints will be addressed according to our organization’s regular complaint management procedures.

MODIFICATIONS TO THIS OR OTHER POLICIES

Any policy of Lactalis Canada that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

This document and all other required documents are available upon request. They can also be made available in an accessible format, upon request. Please Contact Us for an accessible format.

We welcome your feedback and look forward to your comments on our Accessibility Policies. Please contact us at [email protected], or otherwise as listed under Contact Us.

The Integrated Accessibility Standards Regulation (“IASR”) under the Accessibility for Ontarians with Disabilities Act (“AODA”) establishes accessibility standards and introduces requirements for Information and Communications, Employment, Transportation, the Design of Public Spaces, and Customer Service Standards. As stated in our Statement of Commitment, Lactalis Canada Inc. is committed to ensuring compliance with the IASR, as applicable. We welcome you to review our IASR Policy & Multi-Year Plan and review Lactalis Canada’s progress and success.