The Avon Company Canada Limited 
Accessible Customer Service Policy

Last updated: January 4, 2021

Avon is committed to excellence in serving all of its customers of Ontario, including people with disabilities, in accordance with the Accessibility of Ontarians with Disabilities Act, 2005 (the “AODA”).

All Avon Associates and agents who deal with the public in Ontario, or other third parties that act on behalf of Avon in Ontario, are expected to understand and adhere to the following policy to ensure that goods and services by Avon are provided in accordance with the principles of dignity, independence, integration and equal opportunity.

Policy Statement

Avon 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 clients receive the same value and quality;
• Allowing clients 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 clients 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.

As a whole and individually, Avon Associates and its agents shall comply with any and all legislation pertaining to meeting the requirements of the AODA’s Customer Service Standards, which are Part IV.2 of Ontario Regulation 191/11 (Integrated Accessibility Standards).

Definition

“Disability,” for the purposes of this Policy and 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.

Assistive Devices

Associates must adhere to and ensure implementation of the following practices regarding the use of assistive devices:

• Personal assistive devices are typically devices that individuals bring with them (such as a wheelchair, walker or a personal oxygen tank) that might assist in hearing, seeing, communicating, mobility, breathing, remembering and/or reading. Persons with disabilities may use their own assistive devices as required when accessing 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.
• 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

Avon welcomes people with disabilities and their service animals. Persons with disabilities may use their service animals as required when accessing goods or services, unless the service animal is otherwise excluded by law or where there are overriding health and safety considerations.

Support persons

Persons with disabilities may have a support person accompany them while accessing goods or services, and shall be permitted to have access to their support person at all times. Unless there are overriding health and safety concerns, persons with disabilities may choose not to be accompanied by their support person.

Disruptions in Service Guidelines

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Avon. In the event of any temporary disruptions to services that customers with disabilities rely on to access or use, reasonable efforts will be made to provide advance notice. In some circumstances, such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

In the event that a notification needs to be posted, the following information will be included, unless it is not readily available or known:

• Which services are disrupted or unavailable.
• The reason for the disruption.
• The anticipated duration of the disruption.
• A description of alternative services or options.

Training and Implementation Guidelines

Avon will provide training to all of its Associates and agents who provide services to the public of Ontario on its behalf.

As reflected in the AODA’s Customer Service Standards, the training will include:

• An overview of the AODA and the requirements of the customer service standard;
• A review of Avon’s accessible customer service policy;
• How to interact and communicate with people with various types of disabilities;
• How to interact with persons with disabilities who use an assistive device or require the assistance of a guide dog or other service animal or the assistance of a support person;
• How to use equipment or devices available on the provider’s premises or otherwise provided by the provider that may help with the provision of goods, services or facilities to a person with a disability and
• What to do if a person with a disability is having difficulty in accessing Avon’s services.

In the event of legislative changes, Avon will train the above-noted individuals with respect to any related changes to its Policy, practices and/or procedures. All training records will be maintained.

Feedback Process

Avon shall provide customers of Ontario with the opportunity to offer feedback on the services provided to clients with disabilities.

Feedback forms will be available upon request. Customers who wish to provide feedback verbally may submit their feedback via telephone by contacting Avon at 514.630.5468 c/o Human Resources Department. Clients may also submit feedback via email at Avoncanada.HR@avoncanada.com.

Customers who provide formal feedback will receive acknowledgement of their feedback, along with, where applicable, a summary of any resulting actions based on concerns or complaints that were submitted.

General

This Policy is available upon request in a format that takes into account the customer’s disability.

In the event of legislative changes, this Policy and its related procedures will be reviewed as required.

Questions about this Policy and its related procedures should be directed to the Human Resources Department, by phone at 514.630.5468 or by email at Avoncanada.HR@avoncanada.com.