Accessibility Plan

This Accessibility Plan has been developed with reference to the requirements of the Accessible Canada Act (ACA) and the Accessible Canada Regulations (ACR).

The purpose of this Plan is to establish Oakwood Transport's approach to:

• identifying, removing and preventing accessibility barriers;
• improving accessibility throughout Oakwood Transport's operations;
• providing accessible communication and services;
• receiving and responding to accessibility feedback;
• providing appropriate accommodation where required;
• monitoring progress; and
• maintaining a workplace and service environment that respects the dignity, independence and participation of persons with disabilities.

Oakwood Transport recognizes that accessibility is an ongoing process. The company will continue to identify opportunities to improve accessibility through employee and public feedback, consultation, operational reviews and changes to applicable legislation and standards.

Commitment to Accessibility

Oakwood Transport is committed to treating all persons with dignity and respect.

We recognize that disabilities may be visible or non-visible and may affect mobility, vision, hearing, communication, cognition, learning or other aspects of a person's interaction with our organization.

Oakwood Transport will:

• treat persons with disabilities with dignity and respect;
• communicate with persons in a manner that takes their disability into account;
• provide reasonable assistance and accommodation where required;
• identify and address accessibility barriers;
• prevent new barriers from being introduced wherever reasonably possible;
• encourage employees, customers, suppliers and members of the public to identify accessibility concerns;
• consider accessibility when developing or changing policies, procedures, facilities, services and technology; and
• comply with applicable accessibility requirements.

This plan applies to accessibility barriers that may affect people interacting with Oakwood, including:

• worker and job applicants;
• customers;
• suppliers and contractors;
• visitors;
• members of the public;
• other persons dealing with Oakwood.

It considers Oakwood's workplace, facilities, communications, technology, procurement practices, services and transportation-related operations.

Oakwood recognizes that disabilities may be visible, non-visible, permanent, temporary or episodic. Different people may experience the same environment or service differently.

Employment

Oakwood's goal is to provide an employment environment in which persons with disabilities can participate fully and employees can request accommodation without unnecessary barriers.

Oakwood is committed to:

1. Provide accommodation during recruitment, assessment and hiring when requested.
2. Provide an alternative application method when an applicant cannot reasonably use the standard application process.
3. Communicate accommodation procedures to employees and managers.
4. Consider individual accessibility requirements when modifying duties, equipment or work processes.
5. Provide training and employment information in accessible formats where needed.
6. Review emergency procedures and individual emergency-response requirements where appropriate.
7. Include accessibility awareness in employee orientation and relevant management training.

Accommodation requests will be considered individually and handled respectfully and confidentially.

Built Environment

Oakwood recognizes that physical barriers can prevent or make it more difficult for persons with disabilities to access workplaces, service areas and other facilities.

Oakwood is committed to:

1. Keep public and employee entrances and normal access routes clear of unnecessary obstructions.
2. Include accessibility considerations in routine facility inspections.
3. Address snow, ice and temporary obstructions as soon as reasonably possible.
4. Consider accessibility when facilities are renovated or modified.
5. Review public-facing areas for barriers and document identified corrective actions.
6. Provide clear notice when a temporary barrier affects access.
7. Provide an alternative way to receive service where a temporary barrier prevents normal access.
8. Consider individual accessibility requirements in emergency and evacuation planning.

Oakwood will avoid describing a facility or feature as accessible unless that representation has been reasonably verified.

Information and Communication Technologies (ICT)

Oakwood uses websites, online forms, email, business systems and other digital technologies to communicate with customers, applicants, employees and suppliers.

Digital accessibility will be considered when Oakwood develops, modifies, purchases or implements technology.

Oakwood is committed to:

1. Continue testing its public website for accessibility.
2. Use applicable WCAG Level AA requirements as a baseline for public-facing web accessibility.
3. Test important customer and employment workflows using keyboard-only navigation.
4. Include screen-reader, zoom, mobile and cross-browser testing in accessibility reviews.
5. Review online forms for accessible labels, instructions, validation, focus behaviour and error messages.
6. Provide an alternative method of completing an important process when a digital accessibility barrier prevents reasonable use.
7. Include accessibility considerations when selecting or replacing public-facing digital products and services.
8. Require vendors to provide information about the accessibility of relevant products where appropriate.
9. Correct accessibility issues within Oakwood's control based on severity, impact and practical remediation requirements.
10. Document significant known digital barriers and remediation decisions.
11. Monitor applicable changes to federal digital accessibility requirements.

Where Oakwood relies on a third-party system that it cannot directly modify, Oakwood will work with the provider where practical and provide an alternative means of access when necessary.

Communication, Other Than ICT

Oakwood wants employees and members of the public to be able to communicate effectively with the company regardless of disability.

Oakwood employees should ask a person how they can assist rather than assuming what assistance is required.

Depending on the person's needs and the circumstances, reasonable communication methods may include:

• reducing background noise where practical;
• moving to a quieter location;
• using pen and paper or electronic text;
• reading information aloud;
• repeating or rephrasing information;
• providing written information;
• allowing additional time;
• communicating with a support person where the person requests this;
• providing information in an alternative format; or
• using another reasonable method requested by the person.

Oakwood will communicate in plain language where practical and will avoid unnecessary jargon in customer-facing information.

Service animals and support persons will be accommodated in accordance with applicable law and safety requirements.

Procurement of Goods, Services and Facilities

Accessibility can be affected by decisions made before a product or service is purchased. Oakwood will therefore consider accessibility, where relevant, when purchasing or selecting goods, services, technology and facilities.

Where accessibility is relevant to a purchase, Oakwood will consider:

1. Whether employees or members of the public with disabilities will need to use the product or service.
2. Available accessibility documentation.
3. Keyboard and assistive-technology compatibility.
4. Alternative methods of access.
5. Vendor support for accessibility issues.
6. Accessibility requirements in contracts or purchasing specifications where appropriate.
7. The cost and difficulty of correcting accessibility barriers after implementation.

Accessibility will be considered particularly when Oakwood selects or replaces public websites, online forms, employee systems, communications technology, customer-facing equipment and facility features.

Design and Delivery of Programs and Services

Oakwood provides vehicle transportation, customer service, repair and service functions, employment processes and related business services. Accessibility should be considered when these services are designed, changed or delivered.

Oakwood is committed to:

1. Provide reasonable alternative methods of communicating or completing a process when accessibility requires it.
2. Consider accessibility when designing or substantially changing customer-facing processes.
3. Provide assistance when requested and reasonably available.
4. Respect the independence, dignity and privacy of persons with disabilities.
5. Avoid requiring unnecessary information about a person's disability.
6. Focus accommodation discussions on the barrier and what assistance is required.
7. Allow support persons and service animals in accordance with applicable requirements.
8. Communicate significant temporary accessibility disruptions where practical.
9. Use accessibility feedback to improve service design.

Employees should not assume that a person needs assistance. When assistance may be appropriate, staff should ask how they can help.

Transportation

Oakwood's core transportation business involves the movement of vehicles and freight. Accessibility barriers can nevertheless arise during customer interactions, vehicle pickup and delivery, documentation, communication and access to Oakwood facilities.

Oakwood is committed to:

1. Work with customers to identify a practical alternative arrangement when disability-related accessibility affects a normal pickup or delivery process.
2. Offer reasonable alternative communication methods.
3. Provide shipping information in an accessible format where required.
4. Consider accessibility when establishing customer-facing pickup and delivery procedures.
5. Train relevant staff to respond respectfully to accessibility requests.
6. Avoid assumptions about a person's abilities or required assistance.
7. Consider accessibility barriers identified through customer feedback when transportation procedures are reviewed.

Any alternative arrangement must continue to meet applicable operational and safety requirements.

Accessibility Feedback Process

Oakwood welcomes feedback about:

• accessibility barriers encountered by employees;
• accessibility barriers encountered by customers or other persons who deal with Oakwood;
• how Oakwood is implementing this Accessibility Plan; and
• opportunities to prevent future accessibility barriers.

Feedback may be provided by:

Mail
Oakwood Transport Ltd.
Attention: Compliance Manager
129 Oakwood Street
Ingersoll, Ontario N5C 3K1

Telephone: 519-485-4851
Email: safety@oakwoodtransport.com

A person may provide accessibility feedback anonymously.

If feedback is not anonymous, Oakwood will acknowledge receipt using the same method through which the feedback was received, where required and reasonably possible.

Oakwood will review accessibility feedback and determine whether:

• an immediate correction is possible;
• further investigation is required;
• the issue should be added to Oakwood's accessibility barrier register;
• a policy, process, facility or technology should be changed; or
• the issue should be considered in a progress report or future Accessibility Plan.

Personal information provided through the accessibility feedback process will be handled in accordance with Oakwood's privacy obligations.

Training and Awareness

Accessibility depends on employees understanding how barriers can affect people.

Oakwood will provide accessibility training appropriate to an employee's responsibilities.

Training may include:

• the purpose of the Accessible Canada Act and Accessible Canada Regulations;
• disability and accessibility awareness;
• respectful communication;
• recognizing accessibility barriers;
• responding to accommodation requests;
• service animals and support persons;
• accessible customer service;
• accessible digital content and technology where relevant;
• accessible recruitment and employment practices; and
• Oakwood's accessibility feedback process.

New employees will receive appropriate accessibility information during orientation.

Employees with responsibilities involving public communications, recruitment, management, information technology, websites, purchasing or facility planning may receive additional role-specific accessibility training.

Oakwood will provide additional digital accessibility training where required by applicable legislation or where needed to support Oakwood's accessibility objectives.

Monitoring, Progress Reporting and Review

Accessibility is an ongoing process rather than a one-time project.

Oakwood will maintain a process for tracking significant identified accessibility barriers and related corrective actions.

The designated accessibility contact will coordinate the review of:

• accessibility feedback;
• identified barriers;
• corrective actions;
• unresolved accessibility issues;
• consultation findings;
• changes to facilities, technology or services that may affect accessibility; and
• applicable changes to accessibility requirements.

Oakwood will prepare and publish accessibility progress reports as required.

Progress reports will describe Oakwood's progress in implementing this plan, relevant accessibility feedback and the manner in which persons with disabilities were consulted in preparing the report.

Oakwood will prepare and publish an updated Accessibility Plan within the period required by the Accessible Canada Act and Accessible Canada Regulations.

Oakwood will retain required accessibility plans, progress reports, feedback-process descriptions and accessibility feedback records in accordance with applicable retention requirements

Alternate Formats

Oakwood Transport will make this Accessibility Plan, Progress Reports and the description of its feedback process available in alternate formats upon request.

Available formats may include:

• print;
• large print;
• electronic format compatible with assistive technology;
• audio; and
• Braille, where requested and reasonably available.

Requests for alternate formats may be made using the contact information identified in Section 5.

Oakwood Transport will respond to alternate-format requests within the applicable timelines established under the Accessible Canada Regulations.

Accessibility feedback is welcome at any time.

Version: 08/26