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Accessibility Policy

1. Purpose 
The purpose of this Accessibility Policy (this “Accessibility Policy”) is to confirm and describe the commitment of Navien Canada, Inc. (“Navien”) to be proactive about the inclusion of persons with disabilities in our product and service offerings and to align ourselves with legislative requirements, such as the Accessibility for Ontarians with Disabilities Act, 2005, SO 2005, c 11 (“AODA”) and corresponding Integrated Accessibility Standards, O Reg 191/11 (the “Regulation”), which address the historical disadvantages suffered by persons with disabilities due to discrimination. The purpose of accessibility legislation is to benefit all Canadians by:

- developing, implementing and enforcing accessibility standards in order to achieve accessibility for people with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises; and 

- providing for the involvement of persons with disabilities, of provincial governments and of representatives of industries and of various sectors of the economy in the development of the accessibility standards. 

At Navien, accessible customer service is of utmost importance. Our organization works to provide services in a way that respects the dignity and independence of persons with disabilities. Navien will strive to ensure that its policies, practices and procedures are consistent with the following core principles as outlined in the AODO: 

Dignity: services are provided in a respectful manner consistent with the needs of the individual. 

Independence: services for persons with disabilities shall support their independence while respecting their right to safety and personal privacy. 

Integration: allows persons with disabilities to fully benefit from the same services, in the same place and in the same or similar manner as other customers. 

Equal Opportunity: persons with disabilities must be given an opportunity equal to that given to others to obtain, use and benefit from goods and services. 

Navien is committed to providing a barrier-free environment for all of our clients, suppliers, business partners, employees and any other individuals who may enter our premises, access our information or rely on our services. We are committed to making every reasonable effort to ensure that people with disabilities are treated with dignity and respect in a manner that upholds their independence. We are also committed to providing people with disabilities with the same opportunity to access our products and services and employment opportunities. 

2. Accessibility Training 
In order to promote an inclusive and accessible environment to best serve all of our clients, Navien employees shall be trained on: 

- The purpose of accessibility legislation such as the AODO and requirements of the Regulation relating to customer service standards. 

- 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 Navien’s premises or otherwise provided by Navien that may help with the provision of goods, services or facilities to a person with a disability. 

- What to do if a person with a particular type of disability is having difficulty accessing Navien's services. 

This training is mandatory for all Navien employees and must be completed within the first three (3) months of joining Navien. Navien shall notify its employees if there are any changes to policies, practices and procedures governing Navien’s provision of goods and services to clients, and shall assess the need to update our training on an ongoing basis. 

Navien will also train its employees to be familiar with any equipment or assistive devices that may be available at our offices, which may help with the provision of our services to persons with disabilities. 

3. Communication 
We will communicate with persons with disabilities in ways that take into account their disability. We are flexible in our approaches. 

All staff must consider how people with various disabilities communicate and tailor their approaches to dealing with clients appropriately. The simplest and most effective technique is to ask clients how we can best communicate with them. If a particular method is unavailable, we will work expeditiously with the client to find an acceptable alternative. 

Navien is committed to providing fully accessible telephone service to persons with disabilities. Navien will ensure that personnel are trained to communicate over the telephone in clear, plain language and to speak clearly and slowly. We will offer to communicate with clients by any other appropriate means of communication if telephone communication is not suitable to their communication needs. 

4. Assistive Devices, Service Animals and Support Persons 
An assistive device is any piece of equipment a person with a disability uses to help them with their daily living. Some examples include: a wheelchair, screen reader, listening device or cane.

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. Navien personnel shall, wherever possible, accommodate clients who use assistive devices in connection with their disability. 
We are committed to welcoming people with disabilities who are accompanied by a service animal (not necessarily only dogs) on the parts of our premises that are open to the public and other third parties. 

Navien is also committed to welcoming people with disabilities who are accompanied by a support person. Support persons do not have to be a paid support worker, but could be any family member or friend that helps a client perform daily tasks. Any person with a disability who is accompanied by a support person shall be allowed to enter Navien's premises with his or her support person. At no time shall 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 premise. 

5. Notice of Temporary Disruption 
Navien shall provide clients with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice must include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if available. 

The notice shall be placed at all receptions on our premises. 

6. Accessible Emergency Information 
Navien is committed to providing customers and clients with publicly available emergency information in an accessible way, upon request. We will also provide employees with disabilities with individualized emergency response information when necessary. 

7. Billing 
We are committed to providing accessible documents, including invoices, to all of our clients. For this reason, documents shall be provided in accessible formats (including but not limited to hard copy, large print or e-mail) or with communication support upon request. The accessibly formatted documents shall be provided in a timely manner that takes into account the person’s accessibility needs due to disability and at a cost that is no more than the regular cost charged to other persons. 

8. Privacy 
All information about a disability is personal and private and shall be treated confidentially. 

9. Feedback Process 
Feedback on Navien’s products, services, policies and procedures are both welcomed and appreciated. We are committed to ensuring that our processes for receiving and responding to feedback are accessible to persons with disabilities, by providing, or arranging for, accessible formats and communication supports upon request. Please see where to direct your feedback below: 

Navien Canada, Inc.,  
555 Hanlan Rd.,  
Unit 7 Vaughan, ON L4L 4R8  
Tel : (800) 519-8794 | Fax : (289) 764-4040 | Web: 

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