AODA Policy

Accessibility Policy

Lindt is committed to breaking down barriers and increasing accessibility for persons with disabilities in five major areas: Customer Service, Information & Communication, Employment, Transportation and Built Environment. This policy was developed to comply with the Accessibility for Ontarians Act (AODA) and supersedes the Customer Service Policy issued on October 2011.

Our Commitment

Lindt is committed to serving our customers and consumers, partnering with our suppliers and interacting with staff members in a way that respects the dignity and independence of people with disabilities. We are also committed to preventing and removing barriers to accessibility and providing people with disabilities the same opportunity to access, and benefit from, our goods and services in the same place and in a similar way as other customers, suppliers and employees.

This policy will be implemented in accordance with the time frames established by the Regulation. 

Accessibility Plan

Lindt has developed and maintains an Accessibility Plan outlining the company’s strategy for preventing and removing barriers from its workplace and improving opportunities for persons with disabilities. 

The Accessibility Plan will be reviewed and updated at least once every five years, and will be posted on the company’s website. Upon request, Lindt will provide a copy of the Accessibility Plan in an accessible format.

To view Lindt’s multi-year Accessibility Plan, please visit: www.lindt.ca


Under Lindt’s policy, a Disability is:

• 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, including diabetes, mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, 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 devices.


Providing goods and services to people with disabilities

Staff are expected to foster environments whereby people with disabilities are able to access products and services with dignity and respect, and are educated on functions and responsibilities in the following areas:

Communication: Employees and representatives will communicate with people with disabilities in ways that take into account their disability.

Lindt is committed to ensuring that staff who communicate with customers will be trained how best to interact and communicate with people with various types of disabilities. Specifically, staff will communicate with customers over the telephone in clear and plain language and speak clearly and slowly. If telephone communication is not suitable for their communication needs or is not available, the Company will offer to communicate by email or letter.

Assistive devices: Staff will be educated about various assistive devices that may be used by customers with disabilities while accessing our goods or services.  Assistive devices are technical aids, communication devices, or medical aids that are used to increase, maintain, or improve the functional abilities of people with disabilities.

Billing: Lindt agrees to provide accessible invoices to all of our customers. For this reason, invoices will be provided by email, hard copy or large print upon request. 

Any questions customers may have about the content of the invoice can be addressed in person, by email or by telephone. 

Use of service animals and support persons 

Lindt welcomes people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public except where excluded by law.   We will ensure that all staff are properly trained on how to interact with people with disabilities who are accompanied by a service animal. 

Similarly, Lindt is committed to welcoming people with disabilities who are accompanied by a support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises. 

A Service Animal is an 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 is another person who accompanies the disabled person in order to help with communication, mobility, personal care, medical needs or access to goods or services. 

Notice of temporary disruption

Should there be an unexpected disruption in the facilities or service usually used by people with disabilities, Lindt will provide customers with notice. This notice will include information about the reason for the disruption, the anticipated duration, and a description of alternative facilities or services, if available. 

This notice will be placed at all public entrances and service counters at the affected location. 

Training of staff

Lindt provides training on the AODA Act, the Integrated Accessibility Standards regulation and the Human Rights Code to all employees, volunteers and others who interact with the public on our behalf, and all those who are involved in the development and approvals of customer service polices, practices and procedures.

Training will be appropriate to the duties of the employees, volunteers and other persons and will be provided as soon as practicable after staff is hired. 

Training will include the following:

• The purpose of AODA, the requirements of the Customer Service and Integrated Accessibility Standards and how it pertains to the Human Rights Code.

• Best practices with respect to interacting and communicating 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 support person.

• What to do if a person with a disability is having difficulty accessing Lindt’s products or services.

• Lindt’s policies, practices and procedures relating to the customer service standard.

Lindt will keep a record of the training that it provides. 


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

Feedback process

Lindt is committed to ensuring that its process for receiving and responding to feedback is accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communications supports for persons with disabilities, upon request in a timely manner and in a way that takes into account the person’s accessibility needs due to disability. 

Ultimately, Lindt is committed to meeting and surpassing customer and employee expectations while serving customers with disabilities. Comments on our service regarding how well those expectations are being met are welcome and appreciated. 

Consumer Affairs

900-181 University Ave 

Toronto, ON

M5H 3M7


Customers can expect to hear back within 7 business days. 

Accessible Websites and Web Content 

By January 1, 2021, Lindt will ensure that requirements set out in the legislation are met as relates to Internet websites, including web content, conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at level AA except where this is impracticable.


Lindt provides fair and accessible employment practices to all its prospective and current employees and representatives. We are committed to preventing and removing barriers to accessibility in the workplace and providing everyone, including employees and representatives with disabilities access to the same opportunities in 3 major areas of employment standards: Recruitment, Accommodations for Staff and Performance Management, Careers Development and Redeployment.


The Lindt Human Resources team is committed to notifying its staff members and the public about the availability of accommodation for applicants with disabilities in its recruitment process. 

Similarly, the Lindt Human Resources team will notify job applicants, when they are individually selected to participate further in an assessment or selection process that accommodations are available upon request in relation to the materials or processes to be used. 

If a selected applicant requests an accommodation, Lindt will consult with the applicant and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability. 

When making offers of employment, Lindt will notify the successful applicant of its policies for accommodating employees with disabilities. 

Accommodations for Staff

Lindt will ensure that we are creating and following measures for any staff member who requires accommodation as a result of a disability. 

Informing Employees of Supports: Lindt will continue to inform its staff of its policies (and any updates to those policies) used to support employees with disabilities, including policies on the provision of job accommodations that take into account a staff member’s accessibility needs due to disability. This information will be provided to new employees and representatives as soon as practicable after commencing employment. 

Accessible Formats and Communication Supports for Staff: Upon the request of an employee or representative with a disability, Lindt will consult with the employee to provide, or arrange for the provision of, accessible formats and communication supports for information that is needed to perform his/her job, and information that is generally available to other employees, including information as it relates to conducting performance management, providing career development and advancement to employees, or when redeploying employees. In determining the suitability of an accessible format or communication support, Lindt will consult with the employee making the request. 

Workplace Emergency Response Information: Individualized workplace emergency response information will be provided to employees who have a disability, if the disability is such that the individualized information is necessary, and if Lindt is aware of the need for accommodation due to the employee’s disability. Lindt will provide this information as soon as practicable after becoming aware of the need for accommodation. 

Where the employee requires assistance, Lindt will, with the consent of the employee, provide the workplace emergency response information to the person designated by Lindt to provide assistance to the employee. 

Lindt will review the individualized workplace emergency response information when the employee moves to a different location in the organization and when the employee’s overall accommodations needs or plans are reviewed. 

Documented Individual Accommodation Plans: For those employees who require individual accommodation due to a disability, Lindt is committed to documenting individual accommodation plans as well as maintaining a written process for the development of accommodation plans. Individual accommodation plans will include individualized workplace emergency response information (where required), and will identify any other accommodation including accessible formats and communications supports provided. 

Return to Work Process: Lindt maintains a documented return to work process for its employees who have been absent from work due to a disability and who require disability-related accommodations in order to return to work.  The return to work process outlines the steps Lindt will take to facilitate the return to work and will include documented individual accommodation plans as part of the process.

This return to work process will not replace or override any other return to work process created by or under any other statute (ie. the Workplace Safety Insurance Act, 1997). 

Performance Management, Career Development and Redeployment

Lindt is committed to ensuring the needs of employees with disabilities are taken into account in all performance management, career development and redeployment processes.


Lindt is committed to meeting the Accessibility Standards for the Design of Public Spaces when building or making major modifications in our retail stores by January 1, 2017.  Lindt will work with its vendors and suppliers to ensure all parties are in compliance to legislative requirements. Public spaces include: 

• Outdoor 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

Lindt 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 and the alternative available. 

Changes to this policy

We are committed to developing policies and delivering a level of service that respects and promotes the dignity and independence of all people including people with disabilities.  Therefore, no change will be made to this policy before considering the impact on people with disabilities. 

Questions about this policy

This policy has been developed to break down barriers and increase accessibility for persons with disabilities in the areas of customer service, information and communications and employment. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation will be provided by:

Human Resources Department 

900-181 University Ave

Toronto, Ontario

M5H 3M7

Tel: 416-351-8566

Fax: 416-351-8809

© 2019 Chocoladefabriken Lindt & Sprüngli AG