Preamble

Chick-fil-A Canada ULC established the following policies as part of our commitment to accessibility for our guests and employees. These policies apply to Chick-fil-A Canada ULC, the franchisor of Chick-fil-A brand restaurants in Canada and operator of company-operated restaurants across the country. We encourage our independent franchisees (“Owner-Operators”) to align with and manage their restaurants in accordance with the principles contained in these policies, and to implement their own policies as applicable. 

Statement of Organizational Commitment

Chick-fil-A Canada ULC is committed to supporting the full inclusion of persons as set out in the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”). We are guided by the four core principles of dignity, independence, integration, and equal opportunity set out by the AODA to ensure a workplace culture where everyone is treated with honour, dignity, and respect.

Chick-fil-A Canada ULC is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

Chick-fil-A Canada ULC understands that obligations under the AODA and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other applicable law.

Purpose

The purpose of this Policy is to ensure Chick-fil-A Canada ULC’s compliance with the Government of Ontario’s Integrated Accessibility Standards.

CUSTOMER SERVICE

Training

We are committed to providing periodic training to all persons who participate in developing our policies and all persons who interact with customers on behalf of Chick-fil-A Canada ULC.

Employee accessibility training is based on employees’ specific roles. Training includes:

• Purpose of the AODA and the requirements of the Customer Service Standards.
• How to interact and communicate with people with 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.
• How to use available on-site equipment, devices or similar tools that may help people with disabilities.
• What to do if a person with a disability is having difficulties with accessing a Chick-fil-A company-operated restaurant or office.
  

Assistive Devices

People with disabilities are welcome to use their personal assistive devices when accessing our restaurants or offices.

In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our restaurants or offices.

Communication

Chick-fil-A Canada ULC is committed to communicating with people with disabilities with consideration for each individual's disability and their preferred method of communication.

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, with the exception being those areas where food is manufactured or prepared for public consumption.

Service animals are defined as animals that can be readily identified as being used by the person for reasons relating to the person’s disability, or an animal that a person with a disability has a documented need for, confirmed by a regulated health professional, as defined by the AODA. If service animals are prohibited by law, we will explain why the animal is excluded and discuss alternative arrangements.

We will ensure that all persons engaging with the public are properly trained on how to interact with people with disabilities who are accompanied by a service animal. If a Chick-fil-A Canada ULC customer or employee is allergic to the service animal or otherwise cannot interact with the service animal, alternative arrangements will be provided.

Support Persons

We welcome people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person is permitted to enter Chick-fil-A Canada ULC’s premises in the same manner as any other customer.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities, Chick-fil-A Canada ULC will make reasonable effort to notify customers with disabilities promptly with conspicuous notices. These notices will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

Feedback Process

Chick-fil-A Canada ULC welcomes feedback on how we provide accessible customer service. We are committed to responding to feedback in a timely, thorough, and helpful manner. Customer feedback will help us identify barriers and respond to concerns.

Feedback may be provided in the following ways:

Contact Form: https://www.chick-fil-a.ca/customer-support/contact-us

Chick-fil-A Canada ULC is committed to ensuring our feedback process is accessible to people with disabilities by providing or arranging accessible formats and communication supports, on request.

Notice of Availability of Documents

Chick-fil-A Canada ULC provides various accessibility policies for Guest Services-related documents at chick-fil-a.ca, and upon request.

Chick-fil-A Canada ULC will provide these documents in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.

INFORMATION AND COMMUNICATIONS

We have a process for receiving and responding to feedback and the process is accessible to persons with disabilities upon request.

We communicate with people with disabilities in ways that consider their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports:

a) in a timely manner, considering the person’s accessibility needs due to disability; and

b) at a cost that is no more than the regular cost charged to other persons.

We will consult with the person making the request in determining the suitability of an accessible format or communication support. If the organization determines that information or communications are unconvertible, the organization shall provide the requestor with:

a) an explanation as to why the information or communications are unconvertible; and

b) a summary of the unconvertible information or communications.

We are committed to ensuring that our website complies with the internationally-recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.

EMPLOYMENT

Chick-fil-A Canada ULC is committed to fair and accessible employment practices. We notify employees, job applicants and the public that accommodations can be made during recruitment and hiring. We consult with the applicants and provide or arrange for suitable accommodation on an as-needed basis.

We notify employees that supports are available for those with disabilities as soon as practicable after they begin their employment. We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation that consider an employee’s accessibility needs.

We will consult with employees when arranging the provision of suitable accommodation in a manner that considers accessibility needs. We will consult with the person making the request in determining the suitability of an accessible format or communication supports specifically for:

a) information that is needed to perform the employee’s job; and

b) information that is generally available to employees in the workplace.

Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. With the employee’s consent, we will provide workplace emergency information to a designated person who is assisting that employee during an emergency.

We have a process to evaluate and develop individual accommodation plans for employees. We have a process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work.

DESIGN OF PUBLIC SPACES

We will meet accessibility laws when building or making major changes to public spaces. Our public spaces may include:

• public eating areas;
• accessible off-street parking; and
• service-related elements like service counters, fixed queueing lines and waiting areas.

We put procedures in place to prevent service disruptions to the accessible parts of our public spaces.

MULTI-YEAR ACCESSIBILITY PLAN

Chick-fil-A Canada ULC strives to meet the needs of its employees and guests with disabilities. Chick-fil-A Canada ULC is committed to fulfilling our requirements under the AODA and is working hard to remove and prevent barriers to accessibility. This accessibility plan outlines the steps we are taking to meet those requirements and to improve opportunities for people with disabilities.

 

The plan is reviewed and updated at least once every 5 years.

 

Category	Initiative(s)	Status
Accessibility Policies	Develop, implement, and maintain policies for accessibility	Completed
Accessibility Policies	Make policies public; provide policies in an accessible format- upon request	Completed
Accessibility Plans	Establish, implement, maintain and document a multi-year accessibility plan	Completed
Accessibility Plans	Make multi-year accessibility plan public; provide the accessibility plan in an accessible format- upon request	Completed
Accessibility Plans	Review and update the accessibility plan every five years	Ongoing
Training	Provide and document training on accessibility standards, including dates and number of individuals trained.	Ongoing
Feedback	Ensure feedback mechanism is accessible; provide accessible formats/supports- upon request	Ongoing
Accessible Websites and Web Content	Ensure internet website and web content conform to WCAG 2.1 Level A/AA	Ongoing
Workplace Emergency Response Information	Provide individualized workplace emergency response information - if required	Ongoing
Employment- Recruitment	Notify employees and public about the availability of accommodations upon request	Ongoing
Employment- Recruitment, Assessment or Selection Process	Notify applicants that assessment or selection process accommodations are available upon request	Ongoing
Employment- Accessible Formats and Communication Supports	Provide accessible formats and communication supports for job-related and general workplace information upon employee request	Ongoing
Employment- Documented Individual Accommodation Plans	Develop written individual accommodation plans – if required	Ongoing
Employment- Return to Work Process	Develop and document return to work processes – if required	Ongoing
Employment- Performance Management	Ensure consideration of accessibility needs and accommodation plans during performance management	Ongoing
Design of Public Spaces Standard	Incorporate principles of accessible design for new construction and the redevelopment of elements in public spaces	Ongoing

 

FOR MORE INFORMATION

For more information on this accessibility plan, please contact the Chick-fil-A Guest Services Department at: https://www.chick-fil-a.ca/customer-support/contact-us