Customer Service Policy Statement

1. Our mission
The mission of easyhome Ltd. and its subsidiaries is to provide customers access to household goods and services that enhance the quality of their lives.

2. Our commitment
In fulfilling our mission, easyhome Ltd. strives at all times to provide its goods and services in a way that respects the dignity, and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

3. Background
The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) was created with the goal of developing standards that would improve accessibility for people with disabilities across the Province. The AODA allows the Provincial Government to develop specific standards of accessibility and to enforce them. The standards are made into regulations pursuant to the AODA. The Customer Service standard is the first standard developed under the AODA.

4. Definitions (as defined by the AODA Act, 2005)
Assistive Device is a technical aid, communication device, or medical aid modified or customized, that is used to increase, maintain, or improve the functional abilities of people with disabilities. Barrier means anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an attitudinal barrier, a technological barrier, a policy or a practice.

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, 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 a dysfunction in one or more of the processed involved in the understanding or using symbols or spoken language, • A mental disorder, or

• An injury or disability for which benefits were claimed or received under the Workplace Safety and Insurance Act, 1997.

Service Animal, an animal is a service 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, a support person means in relation to a person with a disability, another person who accompanies him or her in order to help with the communication, mobility, personal care or medical needs or with access to goods or services.

5. Providing goods and services to people with disabilities
easyhome Ltd. is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

5.1 Communication
We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

5.2 Telephone services
We are committed to providing an accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers by alternative methods such as e-mail, relay services, or print communication if telephone communication is not suitable to their communication needs or is not available.

5.3 Assistive devices
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff members are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

5.4 Billing
We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: hard copy, large print, e-mail. We will answer any questions customers may have about the content of the invoice in person, by telephone or e-mail.