Last updated: April 22, 2025

Our Commitment

Bath Fitter Distributing Inc. (“Bath Fitter”) is committed to ensuring that persons with disabilities have an equal opportunity to use and benefit from our goods, services and facilities. This includes ensuring that we provide our goods and services to people with disabilities in a manner that respects their dignity and independence. Consistent with our dedication to providing goods and services in accordance with the spirit and intent of the Accessibility for Ontarians with Disabilities Act (“AODA”), this Policy sets out our practices with respect to accessible customer service, design of public spaces and accessible information and communications.

Bath Fitter also has a Multi-Year Accessibility Plan that outlines the steps we have taken to meet out obligations under the AODA.

Definitions
For the purpose of this Policy:

“Disability” means:
• 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 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 the insurance plan established under the Workplace Safety and Insurance Act (Ontario).

“Service animal” means an animal accompanying a person with disabilities if it is readily apparent that the animal is used by the person for reasons relating to their disability, or, if the person provides a letter from a physician or nurse confirming that they require the animal for reasons relating to the disability. This definition includes guide dogs used by the blind or visually impaired.

“Support person” means a person who accompanies a person with a disability in order to help with communication, mobility, personal care or medical needs or with access to goods or services. The support person could be a paid personal support worker, a volunteer, a friend or a family member. They do not necessarily need to have special training or qualifications.

CUSTOMER SERVICE
1. Accessible Communication Supports

Bath Fitter and its employees will communicate with people with disabilities in ways that take into account each person’s particular disability.

2. Service Animals and Support Persons

Unless otherwise prohibited by law, persons with disabilities will be permitted to be accompanied by a service animal or support person: (i) where services are provided at premises owned or operated by Bath Fitter; and (ii) where the public or third parties normally have access to such premises.

3. Assistive Devices

Bath Fitter is committed to serving people with disabilities who use assistive devices. Bath Fitter endeavors to become familiar with the various assistive devices used by people with disabilities and will be flexible in facilitating their use by people with disabilities to access our goods and services.

4. Disruption in Service

Bath Fitter will post timely public notice of a current or anticipated disruption in any facilities or services that Bath Fitter provides to enable people with disabilities to access our services. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

5. Training

Bath Fitter provides training appropriate to the duties of their employees, volunteers, or other person acting on behalf of Bath Fitter (referred to below as “workers”).
Specifically, workers who may reasonably be expected to interact with the public or third parties on behalf of Bath Fitter, and workers who are involved in the development, approval, monitoring or implementation of Bath Fitter’s customer service policies, practices and procedures about the provision of goods and services to the public and/or third parties, receive training on:
• The purposes of the AODA and the requirements of its Customer Service Standard.
• How to identity, prevent and remove barriers to accessible communication.
• How to provide information through a communication support or accessible format.
• Bath Fitter’s policies, practices and procedures with respect to accessibility and any changes to same.
• The provisions the Ontario Human Rights Code pertaining to disability.
• How to interact and communicate with persons with various types of disability.
• How to interact with persons with disabilities who use an assistive device or require the assistance of a guide dog or other service animal or the assistance of a support person.
• How to use equipment or devices available on Bath Fitter’s premises or otherwise provided by Bath Fitter that may help with the provision of goods or services to a person with a disability.
• What to do if a person with a particular type of disability is having difficulty accessing the provider’s goods or services.
Revised training will be provided in the event of changes to legislation, procedures and/or practices.
Bath Fitter maintains a record of training provided, including the dates on which training was provided and the number of individuals who received it.

DESIGN OF PUBLIC SPACES

In the event that Bath Fitter builds off-street parking facilities or is constructing new service counters, waiting areas, or queuing guides, such space shall be designed and built in accordance with all accessibility requirements of the AODA and applicable building legislation.

INFORMATION AND COMMUNICATION
6. Accessible Formats and Communication Supports

Upon request and where necessary, Bath Fitter will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner, that will take into account the person’s accessibility needs due to the disability. Bath Fitter will consult with the person making the request in determining the suitability of an accessible format or communication support.

7. Web Content

Our internet websites and web content conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, Level AA.

8. Emergency Procedures

In the event that we make public safety information available to the public, we will provide it in an accessible format or with appropriate communication supports as soon as practicable upon request.

9. Feedback Process

Bath Fitter welcomes feedback regarding the methods we use to provide services to persons with disabilities. Customer feedback is encouraged to continue identifying barriers, and to ensure accessibility is always readily available.
Feedback may be provided in person, by telephone, in writing, or by email to:
Spring Letky, from our HR Department at 412-805-6288 or at sletky@bathfitter.com
Bath Fitter will review and assess all feedback and any complaints received with respect to our accessibility practices and policies. Customers can expect to hear back in a timely manner depending on the complexity of the issues raised.
Bath Fitter ensures our feedback process is accessible to people with disabilities through the provision or arrangement of accessible formats and communication supports, upon request.