Accessibility

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Customer Service Standards

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Accessibility Standards For Customer Service

Purpose

This policy affirms Mastermind LP’s (Mastermind) commitment to providing goods and services to persons with disabilities in a way that respects their dignity, independence, and rights of equals opportunity and access. Our priority is to ensure that each shopping experience is accessible to all customers.

Scope

The scope of this policy covers all Mastermind locations and applies to the provision of goods and services at these locations. This policy applies to employees who deal with the public on behalf of Mastermind and applies to any place where Mastermind employees are working on behalf of Mastermind.

Legislation References

Requirements under this policy are consistent with or greater than applicable legislative requirements.

Accessibility for Ontarians with Disabilities Act, 2005:  The “Act” became law on June 13, 2005. Under this legislation, the government of Ontario is in the process of developing accessibility standards that identify, remove and prevent barriers for people with disabilities in key areas of daily living. These standards apply to both private and public organizations across Ontario.

The goal of the Act is to create a more accessible Ontario by identifying, and to the extent possible, preventing and eliminating barriers experienced by persons with disabilities.

The Accessible Customer Service Standard (the “Standard”) has been established under the Act to ensure goods and services are, where at all possible, equally accessible to every member of the public.

Human Rights: Every Canadian Province has human rights legislation that protects individuals against discrimination.

Human rights legislation entitles every person to equal treatment without discrimination on the grounds of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, age, religion, record of offences, marital status, family status, disability, social condition, political belief or activity or any other grounds covered by applicable laws.

Definitions

Persons with disabilities” – refers to any person with a disability as defined under Canadian Human Rights legislation. By example; any degree of physical, mental, emotional, developmental or learning impairment, and includes temporary and permanent disabilities, visible and invisible disabilities.

Disability ­– Defined under the Act 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 diabetes, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness of 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
  • An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997

Assistive Device - A technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of a person with disabilities. Personal assistive devices are usually devices that customers bring with them that might assist in hearing, seeing, communicating, moving, breathing, remembering or speaking.

Service Animal - Means a service animal for a person with a disability if:

  • It is readily apparent that the animal is used by the person for reasons relating to the disability or If the person provides a medical letter stating the person requires the animal for reasons related to the disability

Support Person - Another person who accompanies a person with a disability to assist with communication, mobility, personal care, medical needs or access to goods and services

Policy

Mastermind believes wherever possible, persons with disabilities should benefit from our goods and services in the same place and in the same manner as any other customer.

Our pledge is to make every reasonable effort to ensure that our policies, practices and procedures that impact the delivery of goods and services to the public or to other third parties, are aligned with the following core principles defined below:

  • Dignity – Persons with disabilities must be treated as valued customers as deserving of service as any other customer
  • Independence – Goods and services must be provided in a way that respects the independence of persons with disabilities. To this end, Mastermind will always be willing to assist a person with a disability but will not do so without the express permission of the person
  • Integration – Wherever possible, persons with disabilities should benefit from Mastermind’s goods and services as any other customer. In circumstances where integration does not service the needs of the person with a disability, goods and services will, to the extent possible, be provided in another way that takes into account the person’s individual needs in keeping with the core principles
  • Equal opportunity – Persons with disabilities should be given an opportunity equal to that given to others to obtain, use and benefit from our goods and services

Providing Goods And Services

Mastermind is committed to providing an environment that is accessible for all people. In alignment with our service standards, we are committed to providing a barrier-free, exceptional customer service experience to all our customers, including persons with disabilities.

All persons to whom this policy applies will receive training through the Mastermind Academy e-learning system on how to interact and communicate with persons with various types of disabilities.

Communication:  Mastermind strives to communicate effectively and respectfully with all our customers, including persons with disabilities in a manner that takes into account the disability.

Assistive Devices:  Persons with disabilities are permitted to use their own assistive devices to obtain, use or benefit from Mastermind goods and services.   It is the responsibility of the person to ensure that the device used is operated in a safe and controlled manner at all times.

Service Animals:  Mastermind employees will permit persons accompanied by a service animal to enter Mastermind premises with the animal. It is the responsibility of the owner to maintain care and control of the animal at all times.

Support Persons:  Where a person is accompanied by a support person, Mastermind employees will work with both the person with a disability and the support person to ensure equal access to goods and services.

Notice of Temporary Disruption:  In the event of service disruption Mastermind will provide notice to the public of any disruptions to facilities or services usually used by persons with disabilities, including information about the expected length of the disruption and a description of any alternative facilities and/or services that are available.

The notice of disruption will be posted at the entrance of the location and on Mastermind’s website mastermindtoys.com/Accessibility

Training:  All employees receive ongoing training and are tested on their knowledge. This training is provided to staff through the Mastermind Academy e-learning system as soon as practical after being assigned applicable duties and reviewed on an ongoing basis in connection with changes to policies, procedures, and practices. The training includes:

  • A review of the purpose of the AODA and requirements of the Regulation
  • How to interact and communicate with people with disabilities
  • How to interact with people with disabilities who use an assistive device, a service dog and/or a support person
  • How to use equipment or devices available on Mastermind LP premises
  • What to do if a person with a type of disability is having difficulty accessing Mastermind LP goods and services
  • Mastermind LP policies, procedures and practices

Training will consist of e-learning and written materials and content may vary depending on the individual receiving training and the nature of the service provided and depending on individual department requirements

Records will be kept confirming the name of the individual staff trained; identify the nature of the training and the date complete.

Customer Service Feedback:  Mastermind welcomes feedback about how it provides goods or services to persons with disabilities. Members of the public may provide feedback in the manner deemed most convenient to them as follows:

  • In person at any store location
  • By phone to our Customer Service Team: 416-321-8984 or Toll Free at 1-888-388-0000
  • In writing to the attention of our Customer Service Team: Mastermind LP 415 Milner Ave, Toronto, ON M1B 2L1
  • By email to the attention of our Customer Service Team: customerservice@mastermindtoys.com
  • Website & Live chat: mastermindtoys.com

Mastermind will acknowledge all feedback received and advise the person providing feedback of any actions taken by Mastermind in response to the feedback.

Documentation to be made available:  Mastermind LP shall notify customers that documents related to the AODA and Regulation are available upon request and in a format that takes into account the person's disabilities. Notification will be made on www.mastermindtoys.com, click on the link ‘About Us’ then ‘Accessibility.’

Responsibilities

A member of the Human Resources department will:

  • Review this policy on an annual basis and revise where necessary
  • Provide customers and interested parties with a copy of this policy upon request
  • Make this policy available in alternate formats upon request
  • Ensure all employees who have direct interaction with the public are appropriately trained to meet Accessible Customer Service Standard
  • Ensure that notice is provided for any disruption of service
  • Collect, follow up and keep accurate records on reported incidents, including actions taken

All employees, who have direct interaction with the public, will be required to:

  • Take and complete training and testing of their knowledge as set out in our accessibility training module and complete retraining as necessary
  • Employ the skills and knowledge presented in the training program to ensure consistent level of customer service
  • Inform management of any issues regarding accessibility, including disruptions of service that could affect customer access to our premises
  • Adhere to the Accessible Standards for Customer Service policy at all times

Integrated Accessibility Standards

Purpose

The purpose of this policy is to set out the requirements of the Integrated Accessibility Standards Regulation (IASR) Ontario Regulation 191/11, “Integrated Accessibility Standards” (“Regulation”) under the Accessibility for Ontarians with Disabilities Act, 2005 in meeting the accessibility needs of persons with disabilities.

Mastermind LP (“Mastermind”) endeavours to regularly ensure and implement accessibility standards in all its practices.

The Accessible Customer Service Standard policy (the “Standard”) has been established under the Act to ensure goods and services are, where at all possible, equally accessible to every member of the public.

This policy is not intended to replace or supersede Mastermind’s Accessibility Standards for Customer Service Policy, required by Ontario Regulation 429/07.

Scope

The scope of this policy covers all Mastermind locations and applies to the provision of goods and services at these locations. This policy applies to employees who deal with the public on behalf of Mastermind and applies to any place where Mastermind employees are working on behalf of Mastermind.

Definitions

“Accessible formats” – means formats that are an alternative to standard print and are accessible to persons with disabilities. Accessible formats may include, but not limited to, large print, braille, recorded audio and electronic formats.

“Accommodation” – means an arrangement made with, or assistance provided to persons with disabilities, to ensure their equal access to Mastermind goods and services, employment and company hosted events. Accommodation will vary depending on the person’s unique needs.

“Barrier” – means anything that prevents a person with a disability from accessing Mastermind’s goods and services, employment and company hosted events, including physical, attitudinal and technological barriers, and inadequate information or communication.

“Communication” – means the interaction between two or more persons where information is provided, sent or received.

“Communication supports” – means support that facilitate effective communication, and may include plain language formats, sign language and captioning.

“Disability” – means any degree of physical, mental emotional, developmental or learning impairment, and includes temporary and permanent disabilities, visible and invisible disabilities (by example; visual, hearing or mental impairment, or learning or developmental disabilities).

“Information” – means data, facts and knowledge that exists in any format, including text, audio, digital or images.

“Mobility Aid” – means a device used to facilitate the transport, in a seated posture, of a person with a disability.

“Mobility Assistive Device” – means a cane, walker or similar aid.

Mastermind Commitment To Accessibility

Mastermind is committed to identifying, removing and preventing barriers to accessibility for persons with disabilities. We comply with legal and regulatory requirements, including those set out in Human Rights and Accessibility related legislation.

Mastermind will continue to build upon and improve its practices in addition to ensuring that we meet the accessibility needs of persons with disabilities in a timely manner, consistent with the specific requirements of the Act and its regulations.

To that end we will ensure:

  • Goods and services, employment and company hosted events are provided in a manner that respects the dignity and independence of persons with disabilities;
  • Information and communication is provided in accessible formats where requested; and
  • Accessibility is integrated into our regular workplace processes, thereby providing equal access and opportunity across all stages of the employment lifecycle for employees with disabilities.

Multi-Year Accessibility Plan

Further to these commitments, Mastermind will develop, maintain and document a Multi-Year Accessibility Plan outlining Mastermind’s phased-in strategy for identifying, removing and preventing barriers to accessibility.

The Plan will be reviewed and updated at least once every five years. To view the Multi-Year Accessibility Plan visit mastermindtoys.com/Accessibility. The Plan will be provided in alternate formats upon request.

Training

Mastermind will ensure training is provided to all Mastermind employees and those who provide services on the Company’s behalf on the standards set by Provincial legislation regarding accessibility as well as any aspect of local Human Rights legislation relating to persons with disabilities. Training will be:

  • Appropriate to the duties of the person undergoing training;
  • Provided before or as soon as possible after the person commences job duties and whenever Mastermind alters its policies and practices regarding accessibility
  • Will be documented.

Accessible Information And Communication

Accessible Websites and Web Content

Mastermind’s websites and web content will conform to level A of the Worldwide Web Consortium’s Web Content Accessibility Guidelines. Compliance with level AA will be in place by 2021.

By January 1 2016, in Ontario, and as soon as practical provincially, accessibility will be integrated into Mastermind’s communication methods as follows:

  • Feedback – Mastermind will ensure its process for receiving and addressing feedback is accessible by providing or arranging for the provision of accessible formats and communication supports, upon request.
  • Accessible Formats and Communication Supports – Mastermind recognizes that persons with disabilities may use alternative methods to access information or services and will upon request provide, or arrange for the provision of, information and communication in an alternative format. Mastermind will consult with the person making the request in determining the suitability of an accessible format or communication support.

Employment

In addition to Mastermind’s Equal Opportunity policy, by January 1 2016 accessibility will be integrated into Mastermind’s employment-related practices as follows:

Recruitment/ Selection Process

Mastermind will notify all internal and external job applicants, in postings and when inviting an applicant to an interview or assessment, that accommodation is available upon request. When arranging accommodation, Mastermind will consult with the job applicant to determine their specific accessibility needs.

When an offer of employment is made Mastermind will notify the successful applicant of its policies for accommodating employees with disabilities.

Workplace

Mastermind will continue to inform its employees of its policies (and any updates to policies) used to support employees with disabilities, including policies on the provision of job accommodation that takes into account an employee’s accessibility needs due to disability. This information will be provided to new employees as soon as practical after commencement of employment.

Upon request, Mastermind will, in consultation with the employee, provide or arrange for the provisions of accessible formats and communication support for information that is required in order for the employee to perform his/her job, and access information that is generally available to employees in the workplace.

In determining the suitability of an accessible format or communication support, Mastermind will consult with the employee making the request.

Workplace Emergency Response Information

In keeping with Mastermind’s emergency response plan for all its employees an alternative emergency plan will be completed, and updated as required, for each employee with a disability for whom Mastermind is aware that an individualized plan is necessary.

Where employees require assistance, Mastermind will, with the consent of the employee, provide the workplace emergency response information to the person designated by Mastermind to provide assistance to the employee.

Mastermind will review the individual workplace emergency response information when the employee is reassigned or transferred to a different location within the company. At that time the employee’s accessibility needs and individual accommodation plan will be taken into account, so that the employee’s needs are met.

Formalized Individual Accommodation Plans

A written process for the development and maintenance of documented individual accommodation plans shall be developed for employees with disabilities. If requested, these plans shall include information regarding accessible formats and communication supports.

In addition, the plans will include individualized workplace emergency response information (where required) and will identify any other accommodation that is to be provided.

Return to Work from Disability-Related Leave

Mastermind will develop and maintain a documented return to work procedure for employees who have been absent from work due to a disability and require accommodation in order to return to work.

The process will outline the steps Mastermind will take to work with employees and, as third parties as may be required, to facilitate return to work and provide for documented individual accommodation plans.

Performance Management and Career Development

Mastermind will take the accessibility needs of employees with disabilities and individual accommodation plans into account in all performance management and career development processes.

Mastermind Premises

Mastermind will meet the Accessibility Standards for the Design of Public Spaces, when building or making major modifications to public spaces. Mastermind shall follow the enhanced Ontario’s Building Code (including O. Reg 368/13, effective January 1 2015) for new construction and major changes to existing features.

Mastermind will introduce a policy outlining established accessibility standards for customer service for people with disabilities. Mastermind introduced an Accessibility Standards Policy Aug. 2011

Accessibility Plan

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Accessibility For Ontarians With Disabilities Act (AODA) Multi-Year Accessibility Plan

Our Commitment

Mastermind LP is committed to ensuring equal access and participation for people with disabilities, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA), by putting into practice policies and actions that support these 4 key principles:

  • Dignity
  • Independence
  • Integration
  • Equal Opportunity

Mastermind LP is committed to fulfilling our requirements under the AODA and making its premises and services accessible to all Ontarians.

Multi-Year Accessibility Plan

As part of our commitment to accessibility, this Multi-Year Accessibility Plan (Accessibility Plan) outlines Mastermind LP’s strategy and action plan for full compliance with the AODA and focuses on our initiatives with regard to the AODA Integrated Accessibility Standards Regulation (IASR) including:

  • Customer Service
  • Information and Communications
  • Employment
  • Policies and Training
  • Feedback

Purpose

The purpose of this plan is to set out the requirements of the Integrated Accessibility Standards Regulation (IASR) Ontario Regulation 191/11, “Integrated Accessibility Standards” (“Regulation”) under the Accessibility for Ontarians with Disabilities Act, 2005 in meeting the accessibility needs of persons with disabilities.

Mastermind LP (‘Mastermind”) endeavours to regularly ensure and implement accessibility standards in all its practices.

This multi-year plan is an appendix to our Integrated Accessibility Standards Policy and outlines Mastermind’s strategy to prevent and remove barriers to address the current and future requirements of the Integrated Accessibility Standards and fulfill Mastermind’s continued commitment.

Requirements & Actions Taken

Policy Implementation: Mastermind will introduce a policy outlining established accessibility standards for customer service for people with disabilities.

Action: Mastermind introduced an Accessibility Standards policy.

Status: Completed

Training: Mastermind will create an online training module to provide information to employees on how to better offer customer assistance to people with disabilities.

Action: Mastermind introduced a mandatory online training to all employees: ‘Accessibility Standards for Customer Service’.

Status: Implemented

Accessible Formats & Communication Supports: Mastermind’s Internet websites, including web content, will conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level A.

Action: Mastermind will ensure that its Internet websites are developed in accordance with the WCAG as required by the Regulation. Mastermind will ensure all new material posted to its websites conforms to WCAG as required by the Regulation.

Status: Ongoing

Accessible Formats: Mastermind’s Internet websites, including web content, will conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA.

Action: Mastermind will ensure that its Internet websites are developed in accordance with the WCAG as required by the Regulation at Level AA.

Status: To be implemented no later than 2021

Communication Supports: Upon request, Mastermind will provide or arrange for the provision of accessible formats and communications supports for persons with disabilities in a timely manner that takes into account the person’s accessibility needs due to disability.

Action: Mastermind will consult with the person making the request to provide accessible formats and communication support.

Status: Completed on request

Feedback: Mastermind will ensure that its process for receiving and responding to feedback is accessible to persons with disabilities.

Action: Mastermind will ensure that feedback can be provided in person, in writing, by email, mail and phone.

Status: Completed

Recruitment: Mastermind will notify its associates and the public about the availability of accommodation for applicants with disabilities in its recruitment process.

Action: Mastermind updated job postings to inform applicants that Mastermind is committed to accommodating applicants with disabilities.

Status: Completed

Recruitment Policy: Mastermind will review its Recruitment Policy to include the availability of accommodation for applicants with disabilities in its recruitment processes.

Action: Mastermind updated the Recruitment Policy to reflect new legislation.

Status: Completed

Selection Process: When making offers of employment, Mastermind will notify the successful applicant of its policies for accommodating employees with disabilities.

Action: Mastermind will update employee hiring package information to include accommodating employees with disabilities along with request for emergency contact information and any accommodation required.

Status: Ongoing Process

Workplace: Mastermind will continue to inform its employees of its policies used to support employees with disabilities.

Action: Mastermind will provide updated information to its employees whenever there is a change to existing policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability.

Status: Completed & Ongoing

Workplace Emergency Response Information: If Mastermind is aware that an employee is unable to follow the standard emergency plan in their location due to either permanent or temporary disability, an alternative individualized emergency preparedness plan will be created and updated as soon as practical.

Action: Mastermind will advise employees to provide notice of any accommodation needs with respect to workplace emergencies. With employee’s consent, Mastermind will designate individuals to assist employees needing accommodation during workplace emergencies. The individualized plan will be reviewed in the event the employee moves to another location.

Status: Ongoing

Formalized Individual Accommodation Plans: Mastermind will establish a process for the development of documented individual accommodation plans for employees with disabilities.

Action: Mastermind will consult with the employee making the request in determining the suitability of an accessible format or communication support.

Status: Ongoing

Return to Work from Disability: Mastermind will develop a return to work process for its employees who have been absent from work due to a disability and who require disability-related accommodations in order to return to work.

Action: Mastermind will continue to work in collaboration with third party adjudicator on ensuring a safe return to work for employees.

Status: Ongoing

Performance Management and Career Development and Redeployment: Mastermind will take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when conducting performance management, providing career development and redeployment.

Action: Mastermind will continue to ensure that managers are aware of their responsibility to take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when conducting performance management, providing career development and redeployment.

Status: Ongoing

Premises: Mastermind will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces.

Action: Mastermind will ensure that accessibility standards are incorporated when building new stores or making major modifications to public spaces.

Status: Ongoing

 

Service Interruptions

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Notification of Service Interruption

In the event a service disruption occurs, the location at which it is occurring will post a notice containing the following information:

  • Identify the nature of the disruption
  • The reason for the disruption
  • The anticipated duration of the disruption
  • A description of alternative facilities or services if any, that are available

Additional information is available via the management staff in the location in which the disruption is occurring.

Questions or Comments?

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Customer Feedback

Feedback may be provided through the various methods listed below:

Location:  Addressing the department or store manager at the location

Mail at:

Customer Service
Mastermind LP
415 Milner Avenue
Toronto Ontario M1B 2L1

Telephone at: Customer Service 416-321-8984 or Toll-Free at 1-888-388-0000

Email at:  customerservice@mastermindtoys.com

Online at: mastermindtoys.com/Accessibility

Live Chat:  Use the Live Help link available at www.mastermindtoys.com

Copies of AODA documents are available upon request via one of these feedback options.