Canada

Amazon's mission is to be the most customer-centric company in the world. We are continually working to improve accessibility so that our customers and employees, including those with disabilities, can easily access all of the products, tools, and services that Amazonoffers.

Multi-Year Accessibility Plan - Application

This 2023 - 2026 Multi-Year Accessibility Plan (this “Plan”) has been developed to meet the requirements of the Ontario Accessibility for Ontarians with Disabilities Act, 2005, as amended (“AODA”). It is specifically applicable to Ontario-based businesses, customers, and employees, although Amazon is committed to the principles of non-discrimination, accommodation, and inclusion regardless of location. This Plan will be reviewed and updated at least once every five years, or as otherwise prescribed by law.

Statement of Commitment

Amazon 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 are committed to meeting the needs of people with disabilities in a timely manner. We will do so by preventing and removing barriers to accessibility and meeting accessibility requirements as required by law, including under the AODA.

Amazon will continue to provide its goods and services to persons with disabilities consistent with the core principles of independence, dignity, integration and equality of opportunity.

General Requirements

Along with this Plan, Amazon has implemented an Accessibility Policy that is available to all employees and is available to customers upon request. The Accessibility Policy ensures that Ontario customers and employees with disabilities are treated in a way that allows them to maintain their dignity and independence.

Amazon strives to include accessibility features in any self-service kiosks that are used by employees. Amazon does not currently have any self-services kiosks available for Ontario customers, but Amazon will work to include accessibility features in any such self-service kiosks in the future. Where this is not possible, Human Resource representatives will be available to assist employees and, if applicable, Amazon will provide similar support for customers.

Amazon will file an accessibility report every three years with the Ontario government, or as otherwise required by law.

Training

Amazon provides training on Ontario’s accessibility laws and on the Ontario Human Rights Code, as amended (“Code”) as it relates to people with disabilities. Training is provided as appropriate for the duties of employees and others who represent the organization. Training includes, but is not limited to, the AODA and the Code (as it pertains to persons with disabilities), accessible customer service, and any accessibility requirements that apply to an employee’s job duties and the organization. In addition, Amazon’s policies on accessibility are reviewed during the training session.

Customer Service

Amazon is committed to excellence in serving all customers, including people with disabilities. Amazon has implemented a Customer Service Policy that is available to all employees and is available to customers upon request.

Amazon’s Customer Service Policy addresses topics like communicating with people with disabilities, serving customers who use assistive devices, welcoming people with disabilities who are accompanied by a service animal or support person, and providing notice when there is a planned or unexpected disruption to Ontario-based facilities or services typically used by individuals with disabilities.

Amazon has also implemented customer service training in compliance with AODA and has established a feedback process (see below). Furthermore, Amazon has a service disruption protocol and has prepared a document setting out the steps that are taken in case of a temporary disruption to the facilities or services usually used by people with disabilities.

Information and Communications

Amazon is committed to meeting the communication needs of people living
with disabilities.

For anyone visiting an Amazon facility in Ontario, Amazon will provide information about accessibility and accessible communications at entry points so that visitors can provide feedback. Amazon also welcomes customer feedback (see below for more information).

Further, Amazon will, upon request, provide or arrange for the provision of information in accessible formats for persons with disabilities. Communication supports will be provided in a timely manner, which account for the person's needs. The cost to provide this service will not be incurred by the person needing accommodation. The individual will be consulted to determine the suitability of a communication support.

Amazon provides employees with emergency information in an accessible way upon request. For anyone visiting an Amazon Ontario-based facility, information is posted at security and reception desks notifying visitors that they should inform the person that they are meeting if they require assistance in the event of an emergency, or if they require an accessible format of any communication or document used during their meeting. Amazon is able to provide accessible documents or communication supports for meetings, upon request, within ten business days. Amazon is not aware of any such documents that would be classified as unconvertible under the AODA (e.g., x-rays).

In regard to customers, Amazon’s process is to work backwards from the customer, including those with disabilities, and develop solutions that we believe best address their needs, with the goal of delighting them. As such, our public website and web content is informed by multiple accessibility guidelines, including but not limited to, the criteria in the Web Content Accessibility Guidelines. The complex and dynamic nature of our experiences necessitates a continuous focus on accessibility improvement, and we are committed to ensuring our technologies effectively support all assistive technologies and the unique ways that customers with disabilities engage with our products and services.

Employment

Amazon is committed to fair and accessible employment practices. Amazon accommodates individuals with disabilities during the recruitment, assessment, and hiring processes, and during employment.

Amazon uses a variety of resources to recruit. When posting an open position, information about the availability of accommodations is included on the posting. Amazon notifies applicants when they are contacted for an interview about the availability of accommodations during the recruitment process.

Amazon notifies successful applicants of policies for accommodating employees with disabilities. All new hires in Ontario receive written offers of employment with accommodation language. We inform employees of our policies for supporting individuals with disabilities. This is done through an internal manual, job postings, training, and the Human Resources and accommodations teams. Upon request, Amazon consults with employees to determine which accessible formats or communication supports they require to perform their job.

We create an accommodation plan for each employee who has made Amazon aware of an accommodation need, and the employee is included in the development of that plan. There may be times when we initiate a dialogue, offering assistance to employees who are perceived to be in need of an accommodation. Accommodation plans include a return to work process and emergency response plan (where required). Accommodation plans are reviewed periodically, including when there is a change in the employee’s disability, accommodation needs, or job, and Amazon considers the accessibility needs of employees when managing performance (i.e., assessing and working to improve employee performance, productivity, and effectiveness with the goal of facilitating employee success). We consider what accommodations employees with disabilities may need to succeed elsewhere in the business or to take on new responsibilities within their current position.

Note: if an individual has an injury that is covered by the return to work provisions of the Ontario Workplace Safety and Insurance Act, 1997, as amended, that Act's return to work process applies.

Design of Public Spaces

Amazon will work to meet the accessibility standards for the design of public spaces under AODA for both new construction and when renovating existing public spaces. We will also have prevention and maintenance plans for all accessible elements that we control.
Amazon has not built and does not intend to build or redevelop (a) any public trails, beach access or public outdoor eating areas in Ontario, (b) any exterior paths of travel in Ontario, or (c) any off-street parking in Ontario. Amazon has not built any waiting areas, service counters, or fixed queuing guides in Ontario. Should Amazon decide to build such elements, it will engage experts to ensure that the elements comply with the AODA and any other applicable accessible requirement (such as the Building Code).

Feedback

Amazon welcomes feedback about how it accommodates and serves customers and employees with disabilities. Customers can speak with a representative by calling 1-833-662-9873, or by visiting the Sales Support website. Employees can contact their HR Business Partner (HRBP) and corporate customers are encouraged to contact their account manager with feedback. Amazon strives to respond to any such correspondence within 10 business days.