MULTI-YEAR ACCESSIBILITY PLAN

Customer Service
MSI strives to service our customers in a way that provides equal treatment in a manner which respects the dignity and independence of people of all disabilities. We have established policies and procedures which lay out these commitments below.
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Accessibility Policies
MSI established policies and procedures for the Customer Service Standard which includes how to communicate and interact with people with disabilities and welcoming people with disabilities who use assistive devices or are accompanied by a support person or a service animal into a MSI office building. These policies are available on our company intranet and on our company website.MSI established policies and procedures for the Customer Service Standard which includes how to communicate and interact with people with disabilities and welcoming people with disabilities who use assistive devices or are accompanied by a support person or a service animal into a MSI office building. These policies are available on our company intranet and on our company website.
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All existing team members and contractors are trained on the Customer Service Standard and we have made this training part of our onboarding process for all new hires and contractors.
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Accessible Formats and Communication Supports
Upon request, MSI will provide or arrange to provide accessible formats of external communication and will answer any questions customers may have about external content such as invoices by telephone or email.

Information and Communications
MSI strives to provide information and communication to our customers and team members in an accessible format and will work with both team members and customers to fulfill all requests for information in accessible formats. We have established policies and procedures which lay out these commitments outlined below.
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Accessibility Plans
MSI created this multi-year accessibility plan, which was reviewed and updated in December 2020. The revised version of the multi-year accessibility plan has been posted on our MSI website. We will continue to review and update our plan at least once every five years.
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Accessibility Policies
MSI created a statement of commitment to establish MSI’s vision and goals for accessibility and published this commitment on our MSI website.
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We also reviewed our current Accessibility Policy to ensure it meets Customer Service Standards, Information and Communication Standards and Employment Standards. This policy was posted on our company intranet and our company website.

Websites and Web Content
We are actively working to increase the accessibility and usability of our website and endeavor to conform to level AA of the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines 2.1. These guidelines establish a single shared standard for web content accessibility to address the needs of individuals, organizations, and governments worldwide.

Feedback
We established a dedicated e-mail address for people with disabilities to provide feedback on the way MSI provides goods and services to people with disabilities.  The e-mail address accessibility@metergysolutions.com is documented in our AccessibilityPolicy posted on the MSI website and is available on our accessibility page on our website.  E-mails sent to this address are directly sent to designated members of our AODA Committee and the Legal department. If email is not a suitable method to provide feedback, customers may contact 1-866-449-4423 or provide feedback in writing to:

Metergy Solutions Inc.
8133 Warden Avenue, Suite 601
Markham, ON L6G 1B3
Attention: Accessibility  

All feedback will be directed to the appropriate department to investigate and a response will be provided within 15 business days.

Employment
‍MSI is committed to fair and accessible employment practices. We have established policies and procedures which layout these requirements as outlined below.
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Workplace Emergency Response Information
We reviewed our current staff to determine if there were current team members with current disabilities that required individualized workplace emergency plans. We also developed a process to ensure individualized workplace emergency plans are created for newly hired team members with disabilities as part of the onboarding process. These plans will be reviewed and updated: (a) on an annual basis; (b) when the team member moves to a different location in the organization; (c) when we review the Emergency Response Plan; or (d) when requested by the team member.
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Recruitment, Assessment and Selection Process
We reviewed MSI’s recruitment, assessment and selection processes to ensure they include accommodation for applicants with disabilities. As a result, we updated our template for all external and internal job postings to state that MSI will make accommodations that will take into account the applicant’s accessibility needs upon request. Our Offer of Employment Letter templates have been updated to include a paragraph to advise of our accommodation policy and where it can be located on our external website.
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Through training and internal communications, we notified all team members about the availability of accommodation for applicants with disabilities in MSI’s recruitment process and the requirement to provide suitable accommodation that takes into account the applicant's needs due to disability.

Informing Team Members of Supports
Through training and internal communications, we informed all team members of our policies to support team members with disabilities. This information is also provided to new team members in their Offer of Employment and as part of the orientation and onboarding process. Updated information will be provided to team members whenever there is a change to any existing policies on the provision of job accommodations.
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Accessible Formats and Communication Support for Team Members
We will consult with team members with disabilities to determine which accessible formats of communication they require and we will provide information needed to perform job and other team member communication in accessible formats as required and requested by team members.

Individual Accommodation Plans
We developed an Individual Accommodation Plan form and have made it available to team members on our intranet. When identified, managers will develop individual accommodation plans for team members with disabilities with the participation of the team member. These plans will be reviewed and updated on an annual basis or when requested by the team member.

Return to Work Process
We reviewed our return to work process to ensure that we take into account the accessibility needs of team members with disabilities. Our Return to Work process is facilitated by an external provider that manages the cases with support from the team member’s physician and provides us with requirements and accommodation needs for team members returning back to work.
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Performance Management
‍We reviewed the performance management policy and procedures to ensure we take into account the accessibility needs of team members with disabilities. Where needed, we will provide performance management forms and documents in accessible formats.

Career Development and Advancement
‍We reviewed our processes to ensure that team members with disabilities as well as their individual accommodation plan are taken into consideration with respect to career development and advancement. Whenever a team member with a disability is given a new role as part of a career development or an advancement opportunity, the needs of the team member are considered in order to determine if there are any additional adjustments needed for the new responsibilities.

Redeployment
We reviewed our processes to ensure that team members with disabilities as well as the individual accommodation plan are taken into consideration with respect redeployment. Whenever a team member is redeployed to a new role as part of a redeployment, the needs of the team member are considered in order to determine if there are any additional adjustments needed.

Training
All existing team members were trained on the Customer Service Standard, Employment Standards and the Ontario Human Rights Code as it applies to people with disabilities. We have made this training part of our onboarding process for all new hires and contractors.