CANADIAN POLICY AND PROCEDURE - AODA Customer Service Standard Policy

Guiding Principles

This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 (the “Customer Service Standards”) under the Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”), and applies to the provision of goods and services to Customers, third parties and visitors (for ease of reference collectively “Customers”).

Ingredion Canada Corporation (the “Company”), follows the principles of dignity, independence, integration and equal opportunity.

1.11.1 Scope

This policy applies to the provision of goods and services by the Company.

This policy applies to employees, contractors or third parties who deal with Customers on the Company’s behalf.

This policy applies to all persons who participate in the development and approval of the Company’s policies, practices and procedures related to the Customer Service Standards.

1.11.2 Definitions

Assistive Device – is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that Customers may bring with them on site such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.

Disability – the term disability as defined by the AODA, and the Ontario Human Rights Code, refers to:

• 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 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, 1997.

Service Animal – as defined in the Customer Service Standards and the Health Protection and Promotion Act, an animal is a service animal for a person with a disability if:

• it is 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 a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Support Person – as defined in the Customer Service Standards, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.

1.11.3 General Provisions

In accordance with the Customer Service Standards, this policy addresses the following:

The Provision of Goods and Services to Persons with Disabilities;
The Use of Assistive Devices
The Use of Service Animals
The Use of Support Persons
Notification of Temporary Disruptions
Customer Feedback
Training
Notice of Availability and Format of Required Documents

The Provision of Goods and Services to Persons with Disabilities

The Company will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

• ensuring that all Customers receive the same value and quality;
• allowing Customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
• using alternative methods when possible to ensure that Customers with disabilities have access to the same services, in the same place and in a similar manner;
• taking into account individual needs when providing goods and services; and
• communicating in a manner that takes into account the Customer's disability.

Assistive Devices
Customer’s own assistive device(s):

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by the Company. Employees will be trained and familiar with various assistive devices that may be used by Customers with disabilities while accessing the Company’s goods or services.

In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services. For example, open flames and oxygen tanks cannot be near one another. Therefore, the accommodation of a Customer with an oxygen tank may involve ensuring the Customer is in a location that would be considered safe for both the Customer and the Company. Or, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the Customer.

Service Animals

A Customer with a disability that is accompanied by a service animal is allowed on the parts of our premises that we open to the public. Service animals are prohibited from the food manufacturing areas of the Company’s premises as applicable under the The Health Protection and Promotion Act, Ontario Regulation 562, Section 60.

Recognizing a Service Animals

If it is not readily apparent that the animal is being used by the Customer for reasons relating to his or her disability, the Company may request verification from the Customer.

Verification may include:

a letter from a physician or nurse confirming that the animal is required for reasons related to a disability;
a valid identification card signed by the Attorney General of Canada; or
a certificated of training from a recognized service animal training school.

Care and Control of Service Animals

The Customer who is accompanied by a service animal is responsible for maintaining care and control of the animal at all times.

Allergies

If a health and safety concern presents itself for example in the form of a severe allergy to the animal, the Company will make all reasonable efforts to meet the needs of all individuals.

Support Persons

If a Customer with a disability is accompanied by a support person, the Company will ensure that both persons are allowed to enter the premises together and that the Customer is not prevented from having access to the support person.

In situations where confidential personal information might be discussed, consent will be obtained from the Customer, prior to any conversation where confidential information might be discussed.

Notification of Temporary Disruptions

In the event of a planned or unexpected disruption to services or facilities for Customers with disabilities, the Company will notify Customers as practicable. The Company will post notice at its facility that is experiencing the disruption. This clearly posted notice will include information about the reason for the disruption, anticipated length of time, and a description of alternative facilities or services, if available.

Feedback Process

Customers may provide feedback on the service provided by the Company to Customers with disabilities. Feedback can be submitted verbally by telephone or in person, written (handwritten, email or website. Submitting Feedback:

Customers can submit feedback to:

Bill Stovall
Director of Labor and Employee Relations, US/Canada Supply Chain
Ingredion Incorporated
5 Westbrook Corporate Center, Westchester, IL, 60154, USA
t: 708 551 2646 c: 678 463 6631
e: bill.stovall@ingredion.com

Training

Training will be provided as required by the Customer Service Standards to:

• all employees who deal with Customers; for example: reception, security salespersons, Customer service call centers and third party marketing agents; and
• those who are involved in the development and approval of policies practices and procedures related to the Customer Service Standards.

Training Provisions:

In accordance with the Customer Service Standards, training will cover the following:

A. A review of the purpose of the AODA.

B. A review of the requirements of the Customer Service Standards.

C. Instructions on how to interact and communicate with people with various types of disabilities.

D. Instructions on how to interact with people with disabilities who:

• use assistive devices;
• require the assistance of a Service Animal; or
• require the use of a support person

E. Instructions on how to use equipment or devices that are available at the Company’s premises or that the Company provides to assist people with disabilities.

F. Instructions on what to do if a person with a disability is having difficulty accessing the Company’s services.

G. The Company’s policies, procedures and practices pertaining to providing accessible customer service to Customers, third parties and visitors with disabilities.

Training Schedule:

Training will be provided as required by the Customer Service Standards. Training will be provided as soon as practicable for new employees and in the event of changes to legislation, procedures and/or practices.

Record of Training:

The Company will maintain a record of the number of trained employees and the date the training was conducted.

Notice of Availability and Format of Documents

The Company will notify Customers that the documents related to the Customer Service Standards are available upon request and in a format that takes into account the Customer's disability.

Administration

If you have any questions or concerns about this policy or its related procedures please contact:

Bill Stovall
Director of Labor and Employee Relations, US/Canada Supply Chain
Ingredion Incorporated
5 Westbrook Corporate Center, Westchester, IL, 60154, USA
t: 708 551 2646 c: 678 463 6631
e: bill.stovall@ingredion.com

This policy and its related procedures will be reviewed as required in the event of legislative changes.