1. Purpose
This Accessibility Policy (the “Policy”) reflects Coveo Solution Inc.’s (“Coveo”, the “Company”, or “we”) commitment to creating an inclusive and accessible environment for individuals with disabilities. We strive to provide equal opportunity, foster inclusion, and uphold compliance with the Accessibility for Ontarians with Disabilities Act (“AODA”), the Ontario Human Rights Code, Employment Standards (Part III), and the Integrated Accessibility Standards Regulation (“IASR”).
Coveo will make reasonable efforts to ensure that the Company’s policies, practices, and procedures are guided by the following principles:
- Services are delivered in a way that respects the dignity and independence of persons with disabilities;
- Persons with disabilities benefit from the same services, in the same place and in a similar way as others;
- Persons with disabilities have equal opportunities to obtain, use, and benefit from Coveo’s services;
- Communications are delivered in a manner that considers individual accessibility needs.
- Ensuring that the design of public spaces creates a safe and accessible Company office which provides equal access to events and services provided by the Company as minimum standards.
The Company’s commitment to ensuring compliance with Employment Standards (Part III) and the IASR’s sections 20-32 includes, but is not limited to, recruitment, assessment, notice of accommodation, accessible formats and communication supports for employees, accommodation plans, return-to-work, performance management, career development, and redeployment. Where applicable, Coveo will also meet the Information and Communications and Customer Service Standards under the IASR.
2. Definitions
For the purposes of this Policy, the following terms have the meanings set out below:
(a) “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.
(b) “premises” mean all current and future Coveo physical facilities located in Ontario.
(c) “service animal” means an animal accompanying a person with a disability, where the animal is either visibly used for disability-related reasons or supported by documentation from a regulated health professional (e.g. physician, nurse, psychologist, audiologist, optometrist, chiropractor, occupational therapist, physiotherapist). This includes guide dogs under the Blind Persons’ Rights Act. Service animals do not require a certificate or identity card.
(d) “support person” means, in relation to a person with a disability, another person who accompanies them in order to help with communication, mobility, personal care or medical needs or with access to goods and services.
3. Scope of Policy
This Policy applies to all staff and visitors at Coveo who are accountable for providing accessibility to persons with disabilities in Ontario. It applies to employees, volunteers, third-party contractors, and any other individual who provides goods, services, or facilities on Coveo’s behalf in Ontario.
4. Providing Services
Coveo is committed to excellence in serving all visitors, including persons with disabilities. We will fulfill our responsibilities by:
- Communicating in ways that accommodate individual accessibility needs;
- Supporting and serving persons with disabilities who use assistive devices;
- Welcoming service animals onto the premises, except where prohibited by law;
- Ensuring that persons with disabilities can be accompanied by a support person while on Coveo premises. At no time will persons with disabilities who are accompanied by their support person be prevented from having access to their support person while on the premises.
5. Information and Communications
Coveo is committed to meeting the communication needs of individuals with disabilities. Upon request, we will provide information and communication materials in accessible formats or with appropriate communication supports, including publicly available information about our services, facilities, and emergency or safety procedures. Coveo will consult with the requestor to determine the suitability of an accessible format or communication support, and provide the information in a timely manner and at no additional cost.
Coveo aims to attain and maintain compliance with the IASR requirement that public websites and web consent meet WCAG 2.1 Level AA conformance (with the limited exceptions set out in the IASR) and is working on identifying and implementing the improvements required to meet this standard on an ongoing basis.
Information about this Policy, as well as Coveo’s compliance with the AODA, is available upon request. When such a request is made, we will provide the information in a format that accommodates the individual’s accessibility needs.
6. Recruitment, Assessment and Selection
Coveo will notify employees and the public about the availability of accommodation for applicants with disabilities in its recruitment processes. Job advertisements and recruitment materials will state that accommodation is available upon request. Applicants selected for assessment or selection will be notified that accommodation is available upon request in relation to the materials or processes to be used. If an applicant requests accommodation, Coveo will consult with the applicant and provide suitable accommodation. When making offers of employment, Coveo will notify successful applicants of Company policies for accommodating employees with disabilities.
7. Accessible Formats and Communication Supports for Employees
Upon request by an employee with a disability, Coveo will provide or arrange for the provision of accessible formats and communication supports for information needed to perform the employee’s job and for information that is generally available to employees in the workplace. Coveo will consult with the employee to determine the suitability of an accessible format or communication support.
8. Documented Individual Accommodation Plans
Coveo will maintain a written, documented process for the development of individual accommodation plans (“IAPs”) for employees with disabilities. The process will include: (a) how an employee can request accommodation and participate in the development of the IAP; (b) how the employee’s privacy will be protected and how information will be kept confidential; (c) how Coveo may obtain and consider expert assessments where needed; (d) how reasons for a denial of accommodation will be provided in writing; (e) how and when the IAP will be reviewed and updated; (f) how the IAP will include individualised workplace emergency response information (if any); and (g) the formats in which the IAP will be provided.
9. Performance Management, Career Development and Redeployment
Coveo will take into account the accessibility needs of employees with disabilities, and any IAPs, when using performance management processes, providing career development and advancement, or when redeploying employees.
10. Support Persons
Persons with disabilities are permitted to enter Coveo’s premises with a support person and have access to the support person while on the Company’s premises. The presence of the support person may be mandatory when necessary to protect the health and safety of the person with disabilities or the health or safety of others on the Company’s premises.
11. Service Animals
A person with disabilities may be accompanied by a service animal when on Coveo’s premises. In the event that service animals are excluded by law from the premises or a part thereof, Coveo will provide other resources or support to enable the person with disabilities to access Coveo’s services. If it is not readily apparent that the animal is a service animal, Coveo may request acceptable documentation from a regulated health professional confirming the need for the service animal.
12. Training
Coveo will ensure that training is provided on the requirements of the AODA’s accessibility standards regarding individuals with disabilities. Such training will be provided to all Company employees in Ontario, all employees who participate in developing Company policies, including, but not limited to, the HR department, and any other individuals who provide goods and services on behalf of the Company.
Such training will include instruction about how to interact and communicate with persons with various types of disability; how to interact with persons who use an assistive device or require the assistance of a guide dog or other service animal; how to use equipment or devices available on the provider’s premises; and what to do if a person with a particular type of disability is having difficulty accessing the Company’s office.
The Company will keep a record of the training provided to such employees and other individuals to whom this training is provided.
13. Notice of Temporary Disruption and Emergency Information
In the event of a planned or unplanned disruption to the services or facilities used by individuals with disabilities, Coveo will provide public notice including:
- The reason for the disruption;
- The expected duration; and
- Alternative facilities or services available.
This notice will be communicated in a manner appropriate to the circumstances. Notices will be posted at the point of disruption, on Coveo’s website (if appropriate), and/or through other suitable channels, including but not limited to Slack and company-wide emails.
Coveo also provides accessible emergency information for the Company’s premises upon request.
14. Feedback Process
Coveo welcomes feedback on its accessibility practices from employees, consultants, contractors, vendors, customers, and third parties. Feedback can be provided in person, by phone, in writing, or by email at:
Accessible communication formats are available on request.
The Human Resources Department is responsible for reviewing and assessing all feedback received with respect to Coveo’s accessibility practices and policies. Complaints will be investigated promptly unless they are clearly made in bad faith or are frivolous. The employees who directly interacted with the complainant or those who would typically interact with the complainant, if any, will be asked to comment on the allegations made in the complaint. Where applicable, a written response will be provided within a reasonable timeframe based on the nature of the issue. Coveo will ensure the feedback process itself is accessible by providing or arranging for accessible formats and communication supports, upon request.
15. Availability of Documents
Upon request, Coveo will provide a copy of this Policy and any required accessibility-related documents in an accessible format or with communication supports, and will notify the public of the availability of such documents. If the documents are posted on Coveo’s website, they will comply with the applicable IASR web accessibility requirements.
16. Questions and Contact
For questions about this Policy or its application, please contact the Human Resources Department via HR@Coveo.com. Employees are encouraged to suggest improvements to this Policy and the manner in which we provide services to persons with disabilities.
17. Modifications to this Policy
Coveo will not make changes to this Policy without considering the impact on individuals with disabilities. Any Coveo internal policy that does not comply with the AODA will be modified or removed. This Policy will be reviewed at least once every five years and updated as needed to ensure ongoing compliance with the IASR.
