Canada
Merck KGaA, Darmstadt, Germany
Merck KGaA, Darmstadt, Germany

Accessibility Plan

Providing Goods and Services to People with Disabilities

EMD Inc. (EMD) is committed to treating all people in a way that allows them to maintain their dignity and independence. EMD is also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

EMD will do this by:
1. Communication
We will communicate with people with disabilities in ways that take into account their disability.
We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
Upon request all public information will be available in alternative formats, by January 1, 2015.
We will create new websites to be accessible and modify existing website by January 1, 2015.
We will ensure that existing and new processes for receiving and responding to feedback are accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communication supports, upon request and in a timely manner;
top
2. Assistive devices
People with disabilities are permitted, where possible, to use their own Assistive Device when on our premises for the purposes of obtaining, using or benefiting from our goods and services.
If there are barriers that prevent the use of an Assistive Device on our premises, we will try to remove the barrier. If we are not able to remove the barrier, we will work with the person and find an alternative method of service that would be more accessible to him/her. We will make our best efforts to provide an alternative means of assistance for the person with a disability.
All employees, volunteers and others who deal with the public or other third parties on EMD’s behalf (hereafter collectively referred to as “staff”) to whom this policy applies will be trained on various Assistive Devices that may be used by persons with disabilities while accessing EMD’s goods and services.
top
3. Use of service animals and support persons
We are committed to welcoming people with disabilities who have a service animal on the parts of our premises that are open to the public and other third parties, as long as the Service Animal is not otherwise excluded by law. EMD will also ensure that all staff dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
EMD welcomes people with disabilities who are accompanied by a support person and will be allowed to enter EMD’s premises with his or her support person. EMD may require a person with a disability to be accompanied by a Support Person where it is necessary to protect the health and/or safety of the person with a disability or the health and/or safety of others on the premises.
top
4. Employment
EMD Inc. is committed to identify, eliminate and prevent barriers to accessibility in our employment practices. We recognize the benefits of diversity and inclusion and will endeavour to manage information or communication barriers, technological barriers, attitudinal barriers, and physical barriers in our efforts to allow people with disabilities reasonable access.
We will take the following actions to notify the public and staff that, when required, EMD Inc. will accommodate people with disabilities during the recruitment and assessment processes and when individuals are hired:
  • when a job applicant is invited to attend a telephone or in-person interview, our Human Resources staff will advise that the recruitment and hiring process can be modified to accommodate their disability
  • as appropriate, we will build accessibility needs of employees into our human resources practices
  • when necessary, we will provide individualized emergency response information
EMD Inc. partners with our benefits provider to develop individual accommodation plans and return-to-work programs for employees who have been absent due to a disability. Our benefits provider is committed to working collaboratively with plan members, treating them with respect and focusing on their abilities.
top
5. Accessible Emergency Information
EMD Inc. is committed to providing the customers and clients with publicly available emergency information in an accessible way upon request.
We will also provide employees with disabilities with individualized emergency information when necessary.
top
6. Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for people with disabilities, EMD will promptly post notification of the service disruption. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
The notice will be placed at main reception door of our Head Office location, and if appropriate, EMD’s websites and outgoing telephone messages.
top
7. Training for staff
EMD will provide training to employees, volunteers and others who deal with the public or other third parties on EMD’s behalf.
Training will include:
  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • EMD Inc.’s accessible customer service plan.
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • What to do if a person with a disability is having difficulty in accessing EMD’s goods and services
  •  
Staff will also be trained when changes are made to our accessibility plan and refresher training provided every two (2) years.
Training will be provided to all staff to whom this Policy applies as soon as practicable after assignment of the applicable duties.
Records of the training provided, including the training protocol, the dates on which the training is provided and the number of individuals to whom the training is provided shall be maintained in accordance with the requirements of the Standard.
top
8. Feedback process
Customers who wish to provide feedback on the way EMD provides goods and services to people with disabilities can provide the feedback in the following ways:
I.By telephone at 1-888-737-6668
II.In writing:
EMD Inc.
Attn. Compliance Officer
2695 North Sheridan Way, Suite 200
Mississauga, Ontario
L5K 2N6
III.Online at www.emdcanada.com
Every employee at EMD will be responsible for documenting feedback from an individual and will report any such feedback in the Company’s feedback template.
Once the report has been completed, it will be forwarded to the Compliance Officer.
If the person does not want to provide his contact information, the complaint will be dealt with as an anonymous feedback and no company response will be required.
Where possible, EMD’s Compliance Officer will respond to feedback within five (5) business days of the date that it is received.
In certain circumstances, specific action may be required to effectively address feedback, including but not limited to conducting an internal investigation and/or review of EMD’s policies, practices and procedures. In such circumstances the customer will receive an acknowledgement that their feedback has been received within five (5) business days and EMD will respond as soon as is practicable thereafter. In any event, feedback will be provided to the appropriate policy or procedure owner and any required changes will be made within a reasonable period of time.
top
9. Modifications to this or other policies
Any policy of EMD that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
top
10. Questions
This plan exists to achieve service excellence to people with disabilities. If anyone has a question about the plan, please contact our Compliance Officer:
I.By telephone at 1-888-737-6668
II.In writing:
EMD Inc.
Attn. Compliance Officer
2695 North Sheridan Way, Suite 200
Mississauga, Ontario
L5K 2N6
III.Online at www.emdcanada.com
top