Accessibility & Policies

Accessibility Plan & Policies

Statement of Commitment

At Kettlemans, we have always been committed to doing the right thing for our customers and employees. Our values and behaviours are the foundation for the relationships we foster with our customers and employees. The Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”) is an Ontario law that was created to develop, implement, and enforce accessibility standards in order to achieve accessibility for Ontarians with disabilities. The integration of the AODA Customer Service Standard into our restaurants and workplaces will bolster our continued commitment to showing respect, understanding, and tolerance towards our customers and employees.

This accessibility policy outlines the guidelines that govern our commitment to meet these requirements and to improve opportunities for people with disabilities.

We support the principles of the AODA. We are committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to an inclusive culture across the organization by preventing and removing barriers for persons with disabilities. Where it is not possible to remove barriers, we will make efforts to accommodate persons with disabilities in a timely, effective, and suitable manner.

This Policy applies to all of our Ontario employees, agents, and contractors who engage with the public on our behalf.

Information and Communications

When communicating with a person with a disability, we are committed to doing so in a manner that takes into account the person’s disability. We want everyone to feel comfortable serving customers with disabilities. Any questions or concerns about how to interact with persons with disabilities must be discussed with a Manager.

We do not make emergency safety plans available to the public. 

Customer Service

We are committed to excellence in serving and providing goods, services or facilities to all customers including people with disabilities.

In our restaurants and workplaces, we welcome the use of assistive devices by persons with disabilities in order to obtain, use or benefit from our goods and services. Some examples of assistive devices are walkers, wheelchairs, and oxygen tanks.

We welcome people with disabilities and their service animals.

We welcome people with disabilities and their support persons.

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, the Manager will notify customers promptly with a clearly posted notice. The notice will include information about the reason for the disruption, its anticipated duration, and a description of available alternative facilities or services, if any.

Employment

We notify employees, job applicants and the public that accommodations can be made during recruitment and hiring. We notify job applicants when they are individually selected to participate in an assessment or selection process that accommodations are available upon request. We consult with the applicants and provide or arrange for suitable accommodation.

We notify successful applicants of policies for accommodating employees with disabilities when making offers of employment.

We notify staff that supports are available for those with disabilities as soon as practicable after they begin their employment. We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation that take into account an employee’s accessibility needs due to a disability.

Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency.  With the employee’s consent, we will provide workplace emergency information to a designated person who is providing assistance to that employee during an emergency.

We will provide the information as soon as practicable after we become aware of the need for accommodation due to the employee’s disability.

We will review the individualized workplace emergency response information: 

a) when the employee moves to a different location in the organization;

b) when the employee’s overall accommodations needs or plans are reviewed; and 

c) when the employer reviews its general emergency response policies.

We will continue to develop and document individual accommodation plans and return to work plans, and will also continue to take into account the accessibility needs of all employees in our performance management, career development and redeployment processes.

Self-service kiosks

We will continue to incorporate accessibility features, and to have regard for persons with disabilities when designing, procuring or acquiring self-service kiosks.

Policies and Training

We have drafted policies and trained employees in accordance with the requirements under the AODA. We are committed to ongoing training in accessible customer service, other accessibility standards, and aspects of the Ontario Human Rights Code that relate to persons with disabilities.

Any person who interacts with the public or who participates in developing policies, practices, and procedures will receive training on an ongoing basis, including information on how to serve persons with disabilities.

Feedback Process

We are committed to fostering relationships with all of our customers and we strive to meet their expectations. Comments on our goods and services can be addressed through the following methods:

  • On our website: www.kettlemans.com/contact
  • By email: info@kettlemans.com
  • By telephone: See below for phone number by location
  • At a restaurant: Restaurant contact information can be provided to customers by the General Manager of the restaurant they wish to provide feedback on

Store locations:

Complaints and feedback will be addressed according to our regular complaint management procedures. We will ensure that this feedback process is accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communication supports, on request. 

We will provide AODA-related documents upon request. In the event that we are required by law to provide a copy of an AODA-related document to a person with a disability, then we will do so in an accessible format.

Revision Date: May 2026

Kettlemans Bagel – Multi-Year Accessibility Plan (2026)

Kettlemans Bagel – AODA Accessibility Compliance Report (2026)

Responsible Labour and Supply Chain

Report Bill S-211 – Fighting Against Forced Labour and Child Labour in Supply Chains

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