Accessible Customer Service Guideline, Integrated Accessibility Standards Guideline and Multi-Year Accessibility Plan

Mercedes-Benz Canada Inc. is committed to providing accessible customer service to persons with disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), Mercedes-Benz Canada Inc. has developed standards that will improve accessibility across the Province of Ontario in a manner that respects the dignity and independence of persons with disabilities.

This policy is intended to meet the requirements of Ontario Regulation 191/11 under the AODA, 2005. It applies to the provision of goods and services to the public, not the goods themselves. This policy aims to ensure that persons with disabilities are provided equal opportunity to obtain, use, and benefit from Mercedes-Benz Canada Inc. goods and services. This policy also aims to ensure the provision of goods, services or facilities to persons with disabilities is integrated with the provision of goods, services or facilities to others, unless an alternative is necessary. This policy applies to all Mercedes-Benz Canada Inc. employees who service customers within the Province of Ontario.

Diversity: As part of our commitment to excellence, we value diverse opinions and lifestyles. Our employees and customers give Mercedes-Benz Canada Inc. the power to drive innovation and shape the future of our company. We seek to recognize and remove obstacles faced by persons with disabilities to facilitate their access to our goods and/or services. Different experiences, skills, and perspectives reflect the diversity of our customers, suppliers, investors, and overall environment. Everyone at Mercedes-Benz Canada Inc. is committed to a working environment of appreciation and mutual respect.

Disability

Disability refers to:

a)     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 coordination, blindness or visual impairment, 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

b)      A condition of mental impairment or developmental disability

c)     A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language.

d)     A mental disorder, or

e)     An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Barrier

Barrier refers to anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an architectural barrier, an information or communications barrier, an attitudinal barrier, a technological barrier, a policy or a practice.

Service Animal

An animal is a service animal for a person with a disability if it is either readily apparent that the animal is used by the person for reasons relating to his or her disability; or if the person provides a letter from the list of regulated health professionals, per s.80.45(4) of Ontario Regulation 191/11, confirming that the person requires the animal for reasons relating to the disability.

Support Person

Support person refers to another person who accompanies the individual with disability in order to help them with communication, mobility, personal care, medical needs or with access to goods or services.

Assistive Device

Assistive Device refers to a tool, technology or other mechanism that enables a person with a disability to do everyday tasks and activities such as moving, communicating or lifting. It helps the person to maintain their independence at home, at work and in the community.

Mercedes-Benz Canada Inc. is committed to excellence in serving all customers including persons with disabilities and we will carry out our functions and responsibilities in the following areas:

Communication: Employees of Mercedes-Benz Canada Inc. will communicate with persons with disabilities in a way that takes into account their disability. We train our employees, volunteers and all providers on how to interact and communicate with people with various types of disabilities.

Telephone Services: We are committed to providing fully accessible telephone services to our customers. We train our employees to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We offer to communicate with customers by e-mail and/or written letters if telephone communication is not suitable to their communication needs or is not available.

Assistive Devices: We are committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We ensure that our employees are trained and familiar with various assistive devices that may be used by our customers with disabilities.

We are committed to welcoming persons with disabilities who are accompanied by a service animal on our premises. We also ensure that all employees are properly trained on how to interact with service animals and their owners.

We are committed to welcoming persons with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter a Mercedes-Benz Canada Inc. premise with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

We will provide customers with notice in the event of a planned or unexpected disruption in our accessible facilities or services. This notice will include information about the reason for the disruption and the anticipated duration and the goods and/or services that are disrupted or unavailable. Our employees will be available to assist with locating alternative facilities, services, or options, if available.

The notice of temporary disruption will be placed at all public entrances and service counters on our premises. We will prepare a document setting out the steps that Mercedes-Benz Canada Inc. will ensures to take in connection with a temporary disruption and will provide a copy of this document upon request.

We provide training to all Mercedes-Benz Canada Inc. employees within Ontario, regardless of their role within the organization.

The training is provided as part of onboarding process for new employees, and on a continuing basis as required.

Training includes the following:

• The purposes of the AODA, 2005 and the requirements of the customer service standard;

• How to interact and communicate with customers with various types of disabilities;

• How to interact with customers with disabilities who use an assistive device or require the assistance of a service animal or a support person;

• What to do if a customer is having difficulty accessing our goods and/or services;

• Review of policies, practices, and procedures relating to the customer service standard.

Employees will also be notified when changes are made to these policies, practices, and procedures. Records of training will be kept with the Human Relations Department and include training dates and the number of individuals in attendance.

We appreciate feedback relating to the manner in which we provide goods, services, or facilities to persons with disabilities. We will provide or arrange accessible formats and communication supports, on request.   Please direct all feedback to the Human Relations Department Canada at hr_mbcanada@mercedes-benz.ca.

The following guideline has been established by Mercedes-Benz Canada Inc. to govern the provision of services with Regulation 191/11, “Integrated Accessibility Standards” (“Regulation”) under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”).

These standards are developed to break down barriers and increase accessibility for persons with disabilities in the areas of information and communications and employment.

Mercedes-Benz Canada Inc. is governed by this guideline as well as the Accessibility Standards for Customer Service Guideline and AODA in meeting the accessibility needs of persons with disabilities.

"accessible formats" may include, but are not limited to, large print, recorded audio and electronic formats, braille and other formats usable by persons with disabilities;

"communication supports" may include, but are not limited to, captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communications; and

"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 a disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Mercedes-Benz Canada Inc. will develop, maintain and document an Accessibility Plan outlining the company’s strategy to prevent and remove barriers from its workplace and to improve opportunities for persons with disabilities.

The Accessibility Plan will be reviewed and updated at least once every five years, and will be posted on the company’s website. Upon request, Mercedes-Benz Canada Inc. will provide a copy of the Accessibility Plan in an accessible format.

Mercedes-Benz Canada Inc. will ensure that training is provided on the requirements of the accessibility standards referred to in the Regulation and continue to provide training on the Human Rights Code as it pertains to persons with disabilities, to:

• all its employees

• all persons who participate in developing Mercedes-Benz Canada Inc.’s policies; and,

• all other persons who provide goods, services or facilities on behalf of the company

The training will be appropriate to the duties of the employees and other persons. Employees will be trained when changes are made to the accessibility guideline. New employees will be trained as soon as practicable after their hire date. Mercedes-Benz Canada Inc. will keep a record of the training it provides.

5. Feedback

Mercedes-Benz Canada Inc. will continue to ensure that its process for receiving and responding to feedback is accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communications supports, upon request. All feedback processes have to be in an accessible format, if you ask for feedback from employees.

Mercedes-Benz Canada Inc. will notify the public, including by posting to its website, about the availability of accessible formats and communication supports.

Upon request, Mercedes-Benz Canada Inc. will provide, or will arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner that takes into account the person’s accessibility needs due to disability.

Mercedes-Benz Canada Inc. will consult with the person making the request in determining the suitability of an accessible format or communication support. Mercedes-Benz Canada Inc. will also notify the public about the availability of accessible formats and communication supports.

Should Mercedes-Benz Canada Inc. prepare emergency procedures, plans or public safety information and make the information available to the public, Mercedes-Benz Canada Inc. will provide the information in an accessible format or with appropriate communication supports, as soon as practicable, upon request.

Mercedes-Benz Canada Inc. will ensure that our Internet websites, including web content, conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA except where this is impracticable.

9. Recruitment

Mercedes-Benz Canada Inc. will notify its employees and the public about the availability of accommodation for applicants with disabilities in its recruitment process.

Mercedes-Benz Canada Inc. will notify job applicants, when they are individually selected to participate further in an assessment or selection process that accommodations are available upon request in relation to the materials or processes to be used.

If a selected applicant requests an accommodation, Mercedes-Benz Canada Inc. will consult with the applicant and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

When making offers of employment, Mercedes-Benz Canada Inc. will notify the successful applicant of its policies for accommodating employees with disabilities.

Mercedes-Benz Canada Inc. will continue to inform its employees of its policies (and any updates to those policies) used to support employees with disabilities, including policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability. This information will be provided to new employees as soon as practicable after commencing employment.

Upon the request of an employee with a disability, Mercedes-Benz Canada Inc. will consult with the employee to provide, or arrange for the provision of, accessible formats and communication supports for information that is needed to perform his/her job, and information that is generally available to other employees.

In determining the suitability of an accessible format or communication support, Mercedes-Benz Canada Inc. will consult with the employee making the request.

Mercedes-Benz Canada Inc. will provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary, and if Mercedes-Benz Canada Inc. is aware of the need for accommodation due to the employee’s disability. Mercedes-Benz Canada Inc. will provide this information as soon as practicable after becoming aware of the need for accommodation and will consult with the employee with a disability to accommodate the employee.

Where the employee requires assistance, Mercedes-Benz Canada Inc. will, with the consent of the employee, provide the workplace emergency response information to the person designated by Mercedes-Benz Canada Inc. to provide assistance to the employee.

Mercedes-Benz Canada Inc. will review the individualized workplace emergency response information when the employee moves to a different location in the organization, when the employee’s overall accommodations needs or plans are reviewed.

Mercedes-Benz Canada Inc. will maintain a written process for the development of documented individual accommodation plans for employees with disabilities. Mercedes-Benz Canada Inc. will ensure that the privacy employee with a disability is maintained, and that the accommodation plan is only shared with individuals who need to know about the plan to properly execute it.  The individual accommodation plan will be reviewed as often as is necessary.

If requested, information regarding accessible formats and communications supports provided will also be included in individual accommodation plans.

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

Mercedes-Benz Canada Inc. maintains a documented 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.

The return to work process outlines the steps Mercedes-Benz Canada Inc. will take to facilitate the return to work and will include documented individual accommodation plans as part of the process.

This return to work process will not replace or override any other return to work process created by or under any other statute (i.e., the Workplace Safety Insurance Act, 1997).

Mercedes-Benz Canada Inc. will consider the accessibility needs of employees with disabilities, as well as individual accommodation plans, when conducting performance management, providing career development and advancement to employees, or when redeploying employees.

This guideline has been developed to break down barriers and increase accessibility for persons with disabilities in the areas of information and communications and employment. If anyone has a question about the guideline, or if the purpose of a guideline is not understood, please direct all inquiries to the Human Relations Department Canada at hr_mbcanada@mercedes-benz.ca.

Customer Service. Mercedes-Benz Canada Inc. does not have physical locations that are open to the public. However, it maintains telephone channels through its Customer Assistance Centre, which addresses concerns relating to Mercedes-Benz Canada Inc.’s products and services and supports with Roadside Assistance Requests.

Mercedes-Benz Canada Inc. remains compliant with the Customer Service Standards. It has a communication plan that allows customers to select the preferred channel for communications (verbal, mail, TTY), and it provides training to employees that includes information on the assistive devices that customers may use. Finally, Mercedes-Benz Canada Inc. trains its employees on how to appropriately interact and communicate with people with various types of disabilities, including the expectation of communicating with respect and dignity.

To date, feedback has not been given, but should it be provided, a process is in place to ensure that it reaches the resource that supports AODA compliance.

Employment. Mercedes-Benz Canada Inc. continues to ensure its hiring practices are compliant with all relevant legislation. If a selected applicant requests an accommodation, suitable accommodation in a manner that addresses the applicant’s accessibility needs. This includes providing, or arranging for the provision of, accessible formats and communication supports for information that is needed to perform the job.

Training. Mercedes-Benz Canada Inc. provides two mandatory training sessions via an online webinar, with scored test requiring 75% to pass. These sessions are mandatory for all Mercedes-Benz Canada Inc.’s employees across Canada, regardless of their role within the organization. The trainings include one session specific to AODA, and a second regarding Human Rights, which includes content applicable to the AODA requirements.

Customer Service. Mercedes-Benz Canada Inc. is committed to providing accessible customer service to people with disabilities. This means that we will provide goods, services and facilities to people with disabilities with the same high quality and timeliness as others. List the initiatives your organization is planning to continue in order to comply with the Customer Service Standard (e.g., training new staff) and specify the timeframe for each.

Mercedes-Benz Canada Inc. will continue with the training initiatives listed above, and it continues to monitor and implement changes as needed to respect amendments to law, regulation, or industry best practices. Monitoring takes place through the internal Human Relations Department, as well as through a third-party specialist retained for this purpose.

Information and Communications. Mercedes-Benz Canada Inc. is committed to making our information and communications accessible to people with disabilities.

Employment/Procurement. Mercedes-Benz Canada Inc. is committed to fair and accessible employment practices.

Training. Mercedes-Benz Canada Inc. is committed to providing training in the requirements of Ontario’s accessibility laws and the Ontario Human Rights Code as it applies to people with disabilities. Mercedes-Benz Canada Inc. intends to continue with the existing initiatives described above.

Design of Public Spaces. Mercedes-Benz Canada Inc. will meet accessibility laws when building or making major changes to public spaces.

Transportation. Mercedes-Benz Canada Inc. is committed to accessible transportation services.

We appreciate feedback relating to the manner in which we provide goods, services, or facilities to persons with disabilities. We will provide or arrange accessible formats and communication supports, on request. Please direct all feedback to the Human Relations Department Canada at hr_mbcanada@mercedes-benz.ca.