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Accessibility for Ontarians with Disabilities Act - Policy

Overview

The following outlines Urban Outfitters, Inc.'s plan to provide service to customers with disabilities in the province of Ontario.

Providing Goods and Services to People with Disabilities

  • Assistive devices: We will ensure that our staff is trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.

  • Communication: We will communicate with people with disabilities in ways that take into account their disability.

  • Service animals: We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

  • Support persons: A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fees will not be charged for support persons.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Urban Outfitters Inc. staff will notify customers promptly. 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 made publicly available at any affected Urban Outfitters Inc. locations in the customer check-out areas and at entrances. Services/Facilities that may be affected may include: elevators, ramps, and/or accessible washrooms.

Training

Urban Outfitters Inc. will provide Accessible Customer Service training to all employees working in Ontario. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services. All staff and management personnel will be trained on Accessible Customer Service upon commencement of employment.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements for the customer service standard.
  • Urban Outfitters Inc.’s plan related to the Accessible Customer Service Standard.
  • 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.
  • How to use the equipment or devices available on-site or otherwise that may help with providing goods or services to people with disabilities. These may include: elevators, lifts, and/or automatic door openers.
  • What to do if a person with a disability is having difficulty in accessing Urban Outfitters Inc.’s goods and services.
  • Staff will also be trained when changes are made to our Accessible Customer Service Plan.

Feedback Process

Customers who wish to provide feedback on the way Urban Outfitters Inc. provides goods and services to people with disabilities can provide feedback by visiting the "Contact Us" pages on any of our Urban Outfitters, Inc. retail websites, by calling our customer service lines, or by emailing our customer service general email addresses. Customers may also provide feedback to our management staff in person at any of our Urban Outfitters, Inc. locations.

All feedback, including complaints, will be reviewed by a member of upper management. Customers may expect to receive a response within 48 hours or as soon as reasonably possible.

Notice of Availability

Urban Outfitters Inc. will notify the public that our documents related to Accessible Customer Service are available upon request by posting a notice in the customer check-out areas of any of our Urban Outfitters Inc. locations.

Modifications to this or Other Policies

Any policy, practice or procedure of Urban Outfitters Inc. that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

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Accessibility for Ontarians w/ Disabilities Act - Multi-Year Plan

Overview

This 2015-2022 accessibility plan outlines the policies and actions that Urban Outfitters, Inc. will put in place to improve opportunities for people with disabilities.

Statement of Commitment

Urban Outfitters, Inc. is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity and will ensure that persons with disabilities will benefit from the same goods and services as other customers of Urban Outfitters, Inc. 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 the accessibility requirements under the Accessibility for Ontarians with Disabilities Act. To ensure compliance, Urban Outfitters, Inc. will emphasize on building accessibility into both existing and new policies to ensure information is accessible to all employees and the highest quality services are available.

Accessible Emergency Information

Urban Outfitters, Inc. is committed to providing their 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.

Training

Urban Outfitters, Inc. will provide training to employees and other staff members on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees and other staff members.

Urban Outfitters, Inc. will take the following steps to ensure employees are provided with the training needed to meet Ontario’s accessible laws by: ongoing, to be completed by July 31, 2015.

  • All staff and management personnel working in Ontario will be trained on accessibility training upon commencement of employment.
  • Training will be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.
  • Urban Outfitters, Inc. will provide accessibility training in the form of a presentation which will include a training booklet.
  • Urban Outfitters, Inc. accessibility policies and plan will be posted on our retail websites.
  • All staff and management personnel will be trained when changes are made to our accessibility training, policies, and plan.
  • Urban Outfitters, Inc. will provide accessible formats of accessibility training, policies, and plan upon request.
  • Urban Outfitters, Inc. will create a mechanism for tracking the completion of training.

Kiosks

Urban Outfitters, Inc. does not currently utilize self-service kiosks. However, if Urban Outfitters, Inc. utilizes kiosks in the future we will take the following steps to ensure employees consider the needs of people with disabilities when designing, procuring or acquiring self-service kiosks.

  • Urban Outfitters, Inc.’s IT department will be consulted to ensure any existing and new self-service kiosks are altered to consider the needs of people with disabilities.
  • When procuring self-service kiosks, accessibility features will be considered in the procurement process.
  • Employees will be trained to assist individuals with accessibility features on all self-service kiosks.
  • Urban Outfitters, Inc. facilities departments, store design teams, and operations departments will be trained on considering the needs of people with disabilities when designing, procuring, or acquiring self-service kiosks.

Information and Communications

Urban Outfitters, Inc. is committed to meeting the communication needs of people with disabilities. We will consult with people with disabilities to determine their information and communication needs.

Urban Outfitters, Inc. will take the following steps to make all new websites and content on those sites conform to WCAG 2.0, Level A by: Ongoing.

  • Urban Outfitters, Inc. will ensure that any new websites or existing websites going through a significant refresh conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, initially at Level A and increasing to Level AA.
  • Urban Outfitters, Inc. Internet and Intranet websites, technology solutions, communications materials, telephone communications and in-person interactions will be based on accessibility best practices.

Urban Outfitters, Inc. will take the following steps to ensure existing feedback processes are accessible to people with disabilities upon request by: July 31, 2015.

  • The feedback process can be found under the Urban Outfitters, Inc. Customer Service and Accessibility Plan. This information is accessible to people with disabilities at the store locations, on our retail websites by visiting the “Contact Us” page, by calling our customer service lines, or by emailing our customer service general email addresses.
  • Customers may also provide feedback to our management staff in person at any of our Urban Outfitters, Inc. locations or by phone.
  • Customers may also provide feedback in writing by email or post.
  • All inquiries will be forwarded to the Urban Outfitters, Inc. Employment Administration Department for review and resolution.

Urban Outfitters, Inc. will take the following steps to ensure all publicly available information is made accessible upon request by: ongoing, to be completed July 31, 2015.

  • A statement will be added to the Urban Outfitters, Inc. Canada retail websites concerning the availability of accessible formats.
  • Upon request, we will provide or arrange for the provision of accessible formats in a timely manner.
  • Urban Outfitters, Inc. will aim to understand the accessible formats and communication supports that are available to better assist a person with disabilities.

Urban Outfitters, Inc. will take the following steps to make all websites and content conform with WCAG 2.0, Level AA by: Ongoing.

  • Urban Outfitters, Inc. retail websites and web content will conform with WCAG 2.0 Level AA, except for exclusions set out in the IASR.

Employment

Urban Outfitters, Inc. is committed to fair and accessible employment practices. We are committed to identifying and taking steps to prevent and remove other accessibility barriers impacting employment.

Urban Outfitters, Inc. will take the following steps to notify applicants and employees that when requested we will accommodate people with disabilities during the recruitment process, hiring process, and during employment by: ongoing to be completed by July 31, 2015.

  • On the Urban Outfitters, Inc. recruitment website and job postings, we will specify that we will make reasonable accommodations available for applicants with disabilities if required.
  • Urban Outfitters, Inc. will notify applicants asked to participate in the selection process that reasonable accommodations are available for persons with disabilities.
  • Upon request, Urban Outfitters, Inc. will consult with the applicants and arrange for a suitable accommodation.
  • Upon making an offer of employment Urban Outfitters, Inc. will notify the new hire of our accessibility policy and plan.

Urban Outfitters, Inc. will take the following steps to develop and put in place a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability by: January 1, 2016.

  • Document a process entailing how managers should engage with employees who request individual accommodations.
  • Develop and document a return-to-work program for employees returning from disability leave.
  • Train managers on these processes for providing individual accommodation plans and return-to-work programs.

Urban Outfitters, Inc. will take the following steps to ensure the accessibility needs of employees with disabilities are taken into account when conducting performance management, career development, and redeployment processes by: January 1, 2016

  • We will assess the needs of employees with disabilities and their individual accommodation plan when conducting performance management, considering career development and/or advancement opportunities, and redeployment of our employees.

Design of Public Spaces

Urban Outfitters, Inc. will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces.

Public spaces include:

  • Outdoors paths of travel, like sidewalks, ramps, stairs, curb ramps, rest areas, and accessible pedestrian signals.
  • Accessible off street parking.
  • Service related elements like service counters, fixed queuing lines, and waiting areas.

Urban Outfitters, Inc. will put the following procedures in place to prevent service disruptions to its accessible parts of its public spaces:

  • In the event of a service disruption, we will notify the public of the service disruption by posting a notice in our retail locations that lists any alternatives that are available.
  • This notice will be available in accessible formats upon request.

For More Information on this Accessibility Plan

Please contact: Urban Outfitters, Inc. Employment Administration Department

Phone: 215-454-3754

Please contact: Urban Outfitters, Inc. Employment Administration Department

Email: service@freepeople.com.

Accessible formats of this document are available free upon request form Urban Outfitters, Inc. Employment Administration Department.