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Staples Accessibility Statement of Commitment and Multi-Year Accessibility Plan

Updated December 2023

Introduction
Staples, as a business, demonstrates unwavering dedication to AODA compliance, underscoring its commitment to fostering accessibility. The Accessibility for Ontarians with Disabilities Act (AODA) and the Integrated Accessibility Standard Regulation (IASR) sets forth an ambitious objective of achieving complete accessibility in Ontario for individuals with disabilities by 2025. To align with this mission, businesses and organizations serving the Ontario community are mandated to adhere to specific accessibility standards across five key domains: (1) Customer Service; (2) Information and Communication; (3) Employment; (4) Transportation; and (5) Design of Public Spaces. Staples recognizes that the obligations outlined in AODA and the IASR do not serve as replacements for the mandates stipulated in the Ontario Human Rights Code.

Statement of Commitment
Staples upholds its commitment to the principles articulated in the AODA and the IASR. We strongly believe in fostering an environment that respects the dignity and independence of all individuals. Our dedication extends to promoting integration and ensuring equal opportunities for everyone. Recognizing the diverse needs of individuals with different disabilities, we pledge to address these needs promptly and comprehensively. Staples is unwavering in its resolve to proactively identify, prevent, and eliminate barriers to accessibility, aligning with the stipulations set forth in the AODA and the IASR. Through this commitment, we aspire to go beyond mere compliance, actively contributing to the creation of an inclusive and accessible environment for all.

Accessibility Plan - 2023-2025

Integrated Accessibility Standard Regulation

General Requirements

Accessibility Policies
To ensure compliance and universal accessibility across the business, Staples integrates accessibility requirements within its existing policy documents. Where necessary, Staples is dedicated to the development, revision, and implementation of new policies to further fortify our commitment. Our pledge extends beyond initial implementation; we are committed to routinely reviewing all policies, ensuring their ongoing relevance and alignment with evolving accessibility standards.

Multi-Year Accessibility Plan
 In accordance with the IASR, Staples will:

The IASR under AODA, which incorporates the remaining accessibility standards, requires Staples to establish, implement, maintain, and document a multi-year accessibility plan which outlines our strategy to prevent and remove barriers for persons with disabilities through the requirements under the IASR. The following accessibility standards are applicable to Staples under AODA and the IASR:

  • Customer Service;
  • Information and Communications;
  • Employment;
  • Self-Serve Kiosks;
  • Training;
  • Design of Public Spaces (Build Environment);
The General Requirements apply across all standards.

Customer Service Standard:

Requirement: Accessible Customer Service
At the heart of Staples lies a strong dedication to delivering exceptional customer service. We are committed to achieving service excellence in every interaction with our customers. From the initial point of contact with our team members, clients should experience a profound sense of being heard and attended to. In alignment with the AODA and the IASR, we are resolute in meeting their requirements. Our organization takes a proactive stance in identifying and addressing accessibility barriers, striving to determine suitable accommodations that cater to the diverse needs of our customers.

Accessible Customer Service Actions Taken to Date:
  • Created an Accessible Customer Service, Accessibility for Ontarians/Manitoban Policy and process which is posted on our website.
  • Ensure required associates complete the AODA Customer Service training and that completion of training is tracked and recorded.
  • Ensure associates understand the requirement to review a bill of sale (receipt) upon request at the time of sale and/or answer any questions a person with a disability may have.
  • Ensure support persons and/or service animals are welcomed and accommodated in all Staples locations.
  • Provide notice to customers about any planned or unexpected disruption in the facilities or services used by people with disabilities. All notices meet the requirements of the AODA Customer Service Standard and are posted in all public entrances and any other relevant locations where the disruption occurs.
  • Welcome feedback on how Staples is meeting the needs of customers with disabilities through multiple mediums and formats.
  • Reported compliance with the Customer Service Standard on the Accessibility Compliance reporting tool of Service Ontario’s website.

Information and Communication Standard:

Staples is committed to creating, providing, and receiving information and communications that we directly control in ways that are accessible for people with disabilities.

Requirement: Feedback
Feedback on how services were delivered to people with disabilities will be welcomed and forwarded to relevant personnel. Individuals who provide feedback will be responded to, and all feedback will be recorded and monitored.

Feedback Actions Taken to Date:
Identified and reviewed all feedback processes from customers and associates across the organization to ensure they are accessible. Feedback can be received by phone, email, mail or in person at a store location.

  • Process created to have Customer Resolution Team respond to feedback received through email. For retail locations, store General Manager and District Manager are involved in the process and resolution. Feedback/questions/concerns are escalated to Human Resources as required for resolution.
  • Accessible feedback processes are available upon request.
  • Related feedback policies and process documents updated as required.

Requirement: Accessible Formats and Communication Supports
Staples is committed to ensuring that wherever possible, we provide information and communicate in an accessible manner, upon request, to people with disabilities regarding our goods, services, and facilities. Staples will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities. This may not be possible where it is not technically possible to convert a document to an accessible format, where the information comes from another organization and that organization does not provide the information in an accessible format, where Staples does not control the information, and where the information is found on products or product labels and the vendor does not provide the information in anther format.

Accessible Formats and Communication Supports Actions Taken to Date:
Upon request, Staples will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities.

  • Staples will provide accessible formats and communication supports in a timely manner that that considers the person’s accessibility needs.
  • Staples will provide accessible formats and communication supports at a cost no more than the regular cost charged to other persons.
  • Staples will create a notification process to advise our customers about the availability of accessible formats and communication supports.

Requirement: Accessible Websites and Web Content
Staples is continuously updating its websites and content to conform with Web Content Accessibility Guidelines (WCAG) 2.0, Level AA. In addition to making appropriate changes and accommodations to current website content, accessibility requirements are considered when creating new website content. Effective September 2022 plans and processes have been put into place to ensure our websites and content are accessible. Staples Canada is continually working hard to improve and optimize the digital experience. Our goal is to make every reasonable effort to have our digital properties conform to the Web Content Accessibility Guidelines (WCAG) 2.0, Level AA.

Accessible Websites and Web Content Actions Taken to Date:

  • Audit all websites and content for Level AA compliance.
  • Implement the necessary changes to bring the websites and web content into conformance with applicable Level AA requirements by the required dates.
  • Provide accessibility knowledge and training resources to teams involved in the creation and maintenance of website customer-facing content, features, and functionality.
  • Establish an accessibility program to formalize the process to track and report progress towards Level AA compliance.
  • Adding link to Accessibility page in website Help Centre
  • Adding link to Accessibility page in website Footer

Accessible Websites and Web Content Actions Planned:

  • Assign accessibility knowledge and training resources to new employees involved in the creation and maintenance of customer-facing website content, features, and functionality on a regular basis to maintain 100% rate of completion.
  • Continue to improve upon the current accessibility program in place to be sustainable and scale as necessary to maintain Level AA compliance.
  • Adding Accessibility information to all websites of Staples’ subsidiaries
  • Introduce accessibility training for the teams that will have a hand in making our websites compliant from our UX, Product, Developers, QA and Site Operations teams.

Employment Standard

Staples is committed to fair and accessible employment practices that attract and retain associates with disabilities. This includes providing accessibility in all stages of the employment cycle.

Employment Standard Actions Taken to Date:

Requirement: Recruitment
General
Staples notifies associates and the public of the availability of accommodation for applicants with disabilities in our recruitment process. This includes:

  • A review and, as necessary, modification of existing recruitment policies, procedures and processes.
  • Specifying that accommodation is available upon request for applicants with disabilities on job postings.

Recruitment, Assessment and Selection
Notify job applicants, when they are individually selected to participate in an assessment or selection process that accommodations are available upon request in relation to the materials and processes to be used in the assessment/selection process. This includes:
  • A review and, as necessary, modification of existing recruitment policies, procedures and processes.
  • If a selected applicant requests an accommodation, consult with the applicant and arrange for provision of suitable accommodations in a manner that takes into account the applicant's accessibility needs.
Notice to Successful Applicants
When making offers of employment, Staples notifies the successful applicant of our policies for accommodating associates with disabilities. This includes:
  • A review and, as necessary, modification of existing recruitment policies, procedures and processes.
Informing Associates of Supports
We will inform all associates of policies that support associates with disabilities, including, but not limited to, policies on the provision of job accommodations that take into account an associate's accessibility needs due to a disability. This will include:
  • Informing current and newly hired associates of Staples's policies supporting associates with disabilities.
  • Providing information on accommodation as soon as practicable after the new associate begins employment.
  • Advising associates on any changes to existing policies on job accommodations with respect to disability.
Accessible Formats and Communication Supports for Associates
Where an associate with a disability so requests it, we will provide or arrange for provision of suitable accessible formats and communication supports for:
  • Information that is needed in order to perform the associate's job.
  • Information that is generally available to associates in the workplace.
In order to meet this obligation, we will consult with the requesting associate to determine the suitability of an accessible format or communication support. Requirement: Workplace Emergency Response Information
Staples will provide individualized workplace emergency response information to associates who have a disability, if the disability is such that the individualized information is necessary, and Staples is aware of the need for accommodation due to the associate’s disability. This will include:
  • With the associate’s consent, Staples will provide the individual workplace emergency response information to a designate if required.
  • Staples will provide information on workplace emergency response information as soon as practicable after we become aware of the need for accommodation due to the disability.
  • Staples will review the individual workplace emergency response information if the associate moves to a different location within the company, if the associate’s needs change or when Staples reviews its general emergency response policies.
Requirement: Documented Individual Accommodation Plans
Staples has created an Accommodation Policy to support the development of documented individual accommodation plans for associates with disabilities. The process for the development of documented individual accommodation plan includes the following elements, in accordance with the provisions of the IASR:
  • The manner in which the associate requesting accommodation can participate in the development of the plan.
  • The means by which the associate is assessed on an individual basis.
  • The manner in which Staples can request an evaluation by an outside medical or other licensed expert if required, at Staples’s expense, to assist in determining if and how accommodation can be achieved.
  • The steps taken to protect the privacy of the associate’s personal medical information.
  • The frequency in which individual accommodation plans will be reviewed and updated and the manner in which this will be done.
  • If an individual accommodation plan is denied, the manner in which the reasons for the denial will be provided to the associate.
  • The means of providing the individual accommodation plan in a format that takes into account the associate’s accessibility needs due to disability.
If individual accommodation plans are established, Staples will ensure the plans include:
  • Any information regarding accessible formats and communications supports provided.
  • Any individualized workplace emergency response information
  • Any other accommodation that is to be provided
Requirement: Return to Work Process
Staples utilizes the existing policy titled ‘Early and Safe Return to Work’ for associates who return to work from a leave of absence with a disability that requires accommodation. This policy documents our return to work process for associates requiring accommodation and those returning from leave with a disability that requires accommodation.

Requirement: Performance Management, Career Development and Redeployment Staples takes into account the accessibility needs of associates with disabilities, as well as individual accommodation plans:

  • When using the performance management process in respect of associates with disabilities.
  • When providing career development and advancement to our associates with disabilities.
  • When redeploying associates with disabilities.
*In order to meet this obligation, we will review, assess and, as necessary, modify existing policies, procedures and practices to ensure compliance with the IASR.*

Self-Serve Kiosks Standard:

Staples will make every reasonable effort to incorporate accessibility features in the design of self-serve kiosks. Since 2017, all construction and remodelling, including activity related to front end cash and self-serve kiosks have been AODA compliant.

Self-Serve Kiosks Actions Taken to Date:

  • Created wireless Services counters that incorporate shelves/workstations at different heights to accommodate individuals at different heights. Self Serve printing areas are designed and created to accommodate individuals in wheelchairs; associates are trained to assist customers in these areas who require assistance
Self-Serve Kiosks Actions Planned:
  • Maintain awareness of changes in legislation and adapt design and implementation plans accordingly.

Training Standard:

Staples is committed to training all associates, volunteers, third party contractors who provide goods, services and facilities on behalf of Staples, and persons participating in the development and approval of Staples policies, on the requirements of the AODA, IASR and on the Ontario Human Rights Code as it pertains to persons with disabilities. Training is appropriate to the duties of our associates.

Training Actions Taken to Date:
Training on the IASR developed and implemented by the deadline date.
  • Training on the IASR provided on an on-going basis, to new associates at time of hire, to associates who transfer into a position where training is required, and when our accessibility policies change.A record of training is maintained, including the number of individuals trained and the dates training was completed.
Training Actions Planned:
  • By the end of 2025, will add information at the beginning of each net new created or updated eLearning module with information on how to obtain support accessibility for associates with disabilities.
We will continue to apply our best efforts to ensure that those providing goods/services on behalf of Staples receive appropriate training.

Design of Public Spaces (Build Environment) Standard

Staples is committed to implanting measures to make communal spaces more accessible. This includes walkways and entrance/exit paths to all Staples buildings, and outdoor areas including seating areas, patios, and stairwells.

Design of Public Space Actions Taken to Date:
Since 2017, the following have been installed in Staples stores/locations, all comply with AODA requirements:

  • Outdoor patio and eating space
  • Off street parking spaces
  • Sales kiosks with service counters
  • Remodelling of fixed queuing line
  • Public restrooms are accessible where required; in new locations, a minimum of 1 washroom is gender neutral and 1 is accessible
  • Elevators are installed in all multi storey locations
  • Landlord is responsible for the majority of outdoor public spaces on all Staples premises. In these cases, architectural drawings are provided by the landlord and are required to be compliant with AODA requirements. As spaces are updated, the landlord will provide updated drawings and plans for work.
  • When required, the building landlord will be notified and required to repair any space that that is not functioning properly. Customers will be notified of the disruption and alternate plans/pathways/space through signage posted in the area, and if required, over location intercom.
  • In the case of an emergency or unplanned disruption, location leaders will submit a work order to have the concern addressed immediately. Customer will be notified of the disruption and alternatives through signage posted in the area and if needed, over the location intercom.
Design of Public Space Actions Planned:
  • Maintain awareness of changes in legislative requirements and adapt plans as needed when designing and creating new public spaces.
  • Continue to perform routine and emergency maintenance on public spaces, as required.

For more information

For more information or to provide feedback – Please contact us through the following:
  • By calling our Customer Care Group at 888-782-7537
  • By emailing our Customer Care Group at [email protected].
  • By speaking with a member of the store management team. Feedback can be offered in person or by calling the store directly. Click here to find a store https://stores.staples.ca/
  • By mailing written feedback to: 6 Staples Avenue, Richmond Hill, Ontario, L4B 4W3, Attention: Director, HRBP