Accessibility Commitment
Indigo's goal is to ensure accessibility for our employees and our customers. At Indigo, it is our hope to add a little joy to each customer's day, whenever and however they interact with us. As such, our employees, volunteers, agents and/or contractors aim to provide, to the best of their abilities, the same Indigo experience to all customers, including people with disabilities. To achieve this goal, Indigo is committed to preventing and removing barriers for people with disabilities. Where it is not possible to remove barriers, Indigo will make efforts to accommodate persons with disabilities in a timely, effective and suitable manner.
Indigo's Multi-Year Accessibility plan is designed to support the principles and requirements outlined in the Accessibility for Ontarians with Disabilities Act, 2005 ("AODA"), and Ontario Regulation 191/11 - "Integrated Accessibility Standards Regulation" ("IASR" or the “Regulation”). This Plan, which is to be read together with Indigo's Accessible Customer Service Policy and Accessible Employment Policy, outlines Indigo's strategy over the next 5 years to prevent and remove barriers to accessibility.
To learn more about Indigo’s commitments to creating a more inclusive workplace, please visit Diversity, Equity and Inclusion page.
Application and Scope
While this Plan specifically applies to Indigo's Ontario employees, volunteers, agents and/or contractors who deal with people on behalf of Indigo, much of our accessibility efforts and policies are applicable across our stores in Canada. Should any part of the Plan be limited to Ontario only, we will make note within the applicable section of the Plan.
Indigo will review and update this accessibility plan at least once every five (5) years.
Plan Availability
This Plan, which is available on Indigo's website, will, upon request, be made available in various accessible formats. If you would like to receive a copy of the Plan in an alternate accessible format, please contact Indigo's Human Resources department by e-mail at Support-HR@indigo.ca.
Indigo welcomes feedback about this plan or how it provides goods or services to persons with disabilities. Please see the “Feedback” section below or contact Indigo’s Human Resources department via email at Support-HR@indigo.ca.
Customer Service
Indigo will strive to provide all customers with the same service experience, regardless of disability.
To achieve this service experience goal, Indigo will provide training to new and current employees with training on accessibility laws and human rights laws as they relate to individuals with disabilities. Training will be provided in a way that best suits our employee’s job, duties and responsibilities. The training is further supported by Indigo’s Accessible Customer Service Policy, a copy of which is available on our website and available in an accessible format by contacting Indigo's Human Resources department by e-mail at Support-HR@indigo.ca.
Timeframe: Policy last updated November 2018; ongoing
Information and Communications
Indigo is committed to meeting the communication needs of people with disabilities. Indigo will create, provide, and receive information and communications in ways that are accessible to people with disabilities.
In accordance with the Regulation, Indigo will consult with the person making the request and determine the suitability of an accessible format or communication support. This will be done in a timely manner and at a cost that is no more than the regular cost charged to others.
If Indigo determines it is not feasible to convert the information or communications or that the technology to convert the information or communications is not readily available, an explanation will be provided as to why the information or communications are unconvertable.
Timeframe: Ongoing
Accessible Emergency Response Information
Indigo will provide its customers with publicly available emergency information in an accessible format upon request.
Timeframe: ongoing
Internet Website Accessibility
Indigo will make all websites and online content controlled by it conform with WCAG 2.0 Level AA. When designing or updating Indigo's website, Indigo will ensure that it is developed in accordance with the Regulation, except where not practicable.
Timeframe: April 30, 2024 and ongoing
Kiosks
On occasion, Indigo may make available mobile payment units for customers who do not wish to visit a cash desk in store. Should a customer require a more accessible experience, they will be directed by store staff to visit a cash desk.
Timeframe: Ongoing
Indigo has in-store self-service information kiosks, which provide a subset of information available at indigo.ca. Indigo considered the needs of people with disabilities in the development of the software. Should a customer require a more accessible experience, they will be assisted by store staff to find what they need or be directed by store staff to visit the indigo.ca site on their mobile device. Indigo will continue to consider further accessibility features and improvements for its kiosks.
Timeframe: April 30, 2024 and ongoing
Feedback
Indigo will make feedback accessible by ensuring that it has a process for receiving and responding to feedback that is accessible to customers, members of the public and employees.
Generally, Indigo will receive feedback via:
Timeframe: Ongoing
Employment
Indigo is committed to maintaining employment practices, including recruitment and selection, that are accessible and inclusive, enabling persons with disabilities to fully participate. As part of this goal, Indigo has implemented an Accessible Employment Policy which outline’s Indigo’s recruitment, selection, and employment practices which aim to remove barriers in the workplace or provide reasonable, individualized accommodations to persons with disabilities. A copy of this policy is available upon request by contacting the Human Resources department at Support-HR@indigo.ca.
Timeframe: Policy last updated May 2022; Ongoing
Design of Public Spaces
Indigo will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces which it owns and/or controls. Public spaces include areas such as outdoor paths of travel, like sidewalks, ramps, stairs, curb ramps, rest areas, accessible off street parking, and service-related elements like service counters, fixed queuing lines and waiting areas. In the event of a service disruption at a retail location, Indigo will notify the public of the service disruption and alternatives available.
This section specifically applies to Indigo’s Ontario store locations only.
Timeframe: Ongoing
Multi-Year Accessibility Standards Plan Reviewed: December 1, 2023