Teranet Accessibility Policy

Our Accessibility Commitment

Teranet Inc., Teranet Manitoba LP, Teranet Holdings LP and their respective subsidiaries (the “Teranet Group”) is committed to ensuring that our services and workplaces are accessible to people with disabilities, in compliance with relevant legislation in the jurisdictions in which the Teranet Group operates.

Support for Persons with Disabilities

Purpose and Application

The Teranet Group strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities.  The Teranet Group is 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.  This applies to every person who deals with members of the public or other third parties on behalf of the Teranet Group, whether that person does so as an employee, independent contractor, agent, volunteer or otherwise.  It also applies to every person involved in the development of policies, procedures and practices pertaining to the provision of goods and services by the Teranet Group.

Support for Persons with Disabilities

The Teranet Group is committed to excellence in serving all customers including people with disabilities by removing barriers that might arise in the course of doing business.  We will make all reasonable attempts to accommodate the needs of our customers in the following ways:

• Accommodations for assistive devices required to perform everyday tasks
• Service animals are welcome on our premises that are open to the public and to the extent permitted by law
• Support persons are welcome on our premises
• We will provide accessible formats and communication supports, such as large font, recorded audio, or teletypewriter (TTY) through a telecom provider

We will ensure that our websites comply with all applicable  standards for making web content more accessible for people with disabilities.

If there will by any disruptions to our services or facilities, the Teranet Group will make reasonable efforts to provide prior notice of disruptions, if possible, recognizing that in some circumstances, such as in the situation of unplanned temporary disruptions, advance notice will not be possible.  In all cases, the Teranet Group will notify customers promptly by posting in reasonable places the following:

• Information about the reason for the disruption,
• The anticipated duration of the disruption,
• A description of alternate facilities or services that may be available
• When possible, disruptions that are known in advance will be posted online

Accommodation Plans and Return to Work Processes

If a Teranet Group employee has disability, or become disabled either permanently or temporarily during their employment, they are encouraged to contact their Manager or Human Resource Business Partner if accommodation is required.  The Teranet Group will consult with its employees to develop an Individual Accommodation Plan to meet the needs of the employee.  In some cases, there may be the need to request an evaluation by an outside medical practitioner or other expert, in order to determine appropriate accommodation.

An Individual Accommodation Plan will include an outline of the accommodation or adjustments needed, including any accessible formats and communications required to enable the employee to perform their job and to make workplace information accessible.  If employees require support during an emergency, such as a building evacuation, employees are encouraged to contact their Human Resource Business Partner and an Individualized Emergency Response Plan will be developed to ensure their safety.

All information on an employee’s Individual Accommodation Plan will be kept confidential.  Information will only be shared, with consent, with individuals who may need to provide assistance, such as direct managers.

Individual Accommodation Plans will be reviewed regularly and updated if the employee’s needs change or if there are any job related changes.  The employee’s needs will also be considered throughout the performance management process and career development programs the organization offers.

Returning to Work After an Absence

If employees have been absent from work because of a disability, and accommodation or adjustments are required in order to return to work, the employees Human Resource Business Partner will develop arrangements to support the employee while transitioning back to work.

Recruitment and Selection Practices

The Teranet Group is committed to providing an accessible recruitment and selection process inclusive to all applicants.  The Teranet Group’s online job applications notifies applicants that the Teranet Group will accommodate people with disabilities throughout the recruitment and selection process including the interview stage.  All applicants invited to participate in interviews will be informed how to request accommodations for disabilities.  Hired candidates will be notified of the Teranet Group policies and processes for accommodating employees as part of their orientation process.

Training

The Teranet Group will provide training to employees, independent contractors, agents, volunteers and others who deal with the public or other third parties on behalf of the Teranet Group.  The Teranet Group provides employees with training according to jurisdictional standards.  In Ontario, the Teranet Group complies with Accessibility Standards for Customer Service regulations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).  Ontario employees are properly trained on how to communicate with people with various types of disabilities  that includes:

• the purposes of the AODA and the Human Rights Code as it pertains to persons with disabilities
• how to interact and communicate with people with various types of disabilities
• how to interact with people with disabilities who use assistive devices or require the assistance of a service animal or a support person
• what to do if a person with a disability is having difficulty in accessing Teranet’s services
• our policies, practices and procedures related to accessibility
• training on the equipment and devices that are available on our premises

Employees will also be provided training as required under the Integrated Accessibility Standards Regulations on Ontario’s accessibility laws and the Ontario Human Rights Code as it relates to people with disabilities.

Feedback Process

The Teranet Group is committed to providing high quality goods and services to all of its customers.  Feedback from customers and/or third parties is welcomed as it may identify areas that require change and encourage continuous service improvements.

Feedback from a member of the public about the delivery of good and services to persons with disabilities may be provided by telephone, in person, in writing, in electronic format, or through other methods.  All feedback should be directed to the Chief Human Resource Office who can be reached by email at dana.cioffi@teranet.ca or by telephone at 416-360-8863 X1079.  If they wish to be contacted about the feedback, persons must provide their name and contact information.

In addition, employee may provide feedback to the organization in two ways:

• Directly to the Teranet Group through their Supervisor, HR Business Partner or the Chief Human Resource Office in person and/or in writing; or
• Though an independent third party reporting mechanism provided by ClearView Strategic Partners Inc. that provides for the anonymous (if required) submission of reports

Anonymous complaints can be submitted:

• Online at http://www.clearviewconnects.com/
• By phone at 1-877-754-5707
• Through the mail to P.O. Box 11017, Toronto, Ontario M1E 1N0

Complaints will be addressed by the Chief Human Resource Officer or their designate.  Where appropriate an investigation into a complaint may be conducted.  If the individual making a complaint so requests, the individual will receive a response to their complaint from the Chief Human Resource Offices or their designate.

Documents related to this Policy in compliance with the Accessibility for Ontarians with Disabilities Act, 2005, we have a Multi-Year Accessibility Plan included as Appendix A in this Policy, which outlines how we will meet accessibility requirements in Ontario.

Appendix A

Multi-Year Accessibility Plan

This plan outlines the measures Teranet will take to identify, remove and prevent barriers to people with disabilities, in compliance with the Accessibility for Ontarians with Disabilities Act regulations.

1. Accessibility Policies and Plan
   Compliance Deadline:  January 1, 2014
   Status: Completed and ongoing
   Strategy:  Teranet has developed and implemented an accessibility policy and made it publicly available and will provide it in an accessible format, upon request. It will be reviewed and updated as required.  Teranet has developed and implemented an accessibility plan and made it publicly available and will provide it in an accessible format, upon request. It will be reviewed and updated at least once every five years.

2. Training
   Compliance Deadline: January 1, 2015 and ongoing
   Status: Completed and ongoing
   Strategy: Teranet provides training to Ontario staff on Ontario’s accessibility laws, in accordance with the Accessibility Standards for Customer Service regulations and the Integrated Accessibilities Standard Regulation under the Accessibility for Ontarians with Disabilities Act, 2005, and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of staff members. Teranet has taken the following steps to ensure staff received the training needed to meet Ontario’s accessible laws:

• • Training about accessibility and the requirements set out under this policy has been incorporated into our online orientation training
  • All existing Teranet employees, volunteers, persons who participate in developing policies and others who provide goods, services or facilities on behalf of Teranet have previously completed or will complete this training.
  • New Individuals are required to complete the online Code of Conduct and Business Ethics and orientation training promptly after their hire date.
  • Records detailing the training dates and the individuals who received the training will be kept.

3. Kiosks
   Compliance Deadline: January 1, 2014 and ongoing
   Status: Completed and ongoing
   Strategy: Teranet will ensure that the needs of people with disabilities are considered when designing, procuring or acquiring self-service kiosks starting January 1, 2014. We will consider technical and structural features of kiosks, as well as accessible paths to the kiosks.

4. Information and Communications
   Compliance Deadline: January 1, 2015 and ongoing
   Status: Completed and ongoing
   Strategy: Teranet is committed to meeting the communication needs of people with disabilities. Teranet has taken the following steps to ensure existing feedback processes are accessible to people with disabilities in Ontario upon request:

• Teranet will administer its feedback processes in accessible formats and make communication supports available upon request.
  Compliance Deadline: January 1, 2016 and ongoing
  Status: Completed and ongoing
  Strategy: Teranet has taken the following steps to make sure all publicly available information in Ontario is made accessible upon request:

• Teranet will provide information and communications in accessible formats and with communication supports to people with disabilities upon request.
• Teranet will consult with the person making the request to determine suitability of accessible format or communication support.
• Where people with disabilities request information and communications in accessible formats, including communications supports, this will be provided in a timely manner and at a cost equal to the regular cost charged to others, if any.
  Compliance Deadline: January 1, 2014 and ongoing
  Status:  Completed and ongoing
  Strategy: Teranet will take the following steps to make all websites and content conform with Ontario’s accessibility requirements:

• New and substantially refreshed public websites and web content published after January 1, 2012 and which are controlled by Teranet will conform to WCAG 2.0 Level A, to the extent practicable, initially and increasing to WCAG 2.0 Level AA by January 1, 2021, to the extent practicable, other than criteria 1.2.4 (captions) and 1.2.5 (pre-recorded audio descriptions).
  Compliance Deadline: January 1, 2012 and ongoing
  Status:  Completed and ongoing
  Strategy: Emergency procedures, plans or public safety information, that is publicly available, shall be provided in an accessible format or with appropriate communication supports, upon request as soon as practicable

5. Employment
   Compliance Date: January 1, 2012 and ongoing
   Status: Completed and ongoing
   Strategy: Individualized workplace emergency response information procedures have been developed for employees with disabilities.
   Compliance Date: January 1, 2016 and ongoing
   Status: Completed and ongoing
   Strategy: Teranet is committed to fair and accessible employment practices. Teranet will take the following steps to notify the public and staff that, when requested, we will accommodate people with disabilities during the recruitment and assessment processes and when people are hired:

• • All recruitment is managed through the online Applicant Tracking System. We will include a statement in the Applicant Tracking System to inform all applicants and employees that persons with disabilities will be accommodated throughout the recruitment and selection process and for the duration of employment with Teranet.
  • Specify that accommodation is available for applicants with disabilities on the website and on job postings.
  • Inform applicants about the availability of accommodations: when called for an interview, during the selection process, at the time of the job offer and as soon as practicable after the new employee begins.
  • Successful candidates will be notified of our policies for accommodating employees with disabilities when the offer of employment is made by way on inclusion of Teranet’s accessibility policy.
  • When requested by an employee with a disability, Teranet shall consult with the employee and provide or arrange for the provision of suitable accessible formats and communication supports needed to perform the employee’s job.
• Teranet has taken the following steps to develop and put in place a process for developing individual accommodation plans and return-to-work policies for employees in Ontario that have been absent due to a disability:
  • HR has developed a standard template for the development of individual accommodation plans and return-to-work programs.
• Teranet will take the following steps to ensure the accessibility needs of employees with disabilities in Ontario are taken into account in performance management, career development and redeployment processes:
  • Employees with disabilities will have an individual accommodation plan developed by HR in consultation with the employee. The plan will include consideration for performance management, career development and redeployment processes.

6. Design of Public Spaces
Compliance Date: January 1, 2017
Status: Completed and ongoing
Strategy: Teranet will meet the Accessibility Standards for the Design of Public Space when building or making major modifications to public spaces in Ontario. Public spaces include:

6. 6. • Recreational trails/beach access routes
      • Outdoor public eating areas like rest stops or picnic areas
      • Outdoor play spaces, like playgrounds in provincial parks and local communities
      • 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

Teranet will put procedures in place to prevent service disruptions to its accessible parts of its public spaces.

In the event of a service disruption to the accessible parts of public spaces, we will notify the public of the service disruption and alternatives available.

7. Contact

For more information on this accessibility plan or accessible formats of this document (free upon request), please contact Dana Cioffi, Chief Human Resources Officer:

6. 6. • Phone: (416) 360-8863 X1079
      • Email: dana.cioffi@teranet.ca

Accessible Customer Service Policy and Procedure

Providing Goods and Services to People with Disabilities

1. Purpose

The intent of the Accessible Customer Service Policy (the “Policy”) is to ensure accessibility for persons with disabilities by identifying, removing and preventing barriers that might interfere with their ability to obtain the goods and services provided by Teranet.

2. Commitment

Teranet Inc., Teranet Collateral Management Solutions Corporation, Teranet Holdings LP and their respective subsidiaries (the “Teranet”) strive at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. Teranet is 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. Application

The Policy shall apply to every person who deals with members of the public or other third parties on behalf of Teranet, whether that person does so as an employee, independent contractor, agent, volunteer or otherwise. The Policy shall also apply to every person involved in the development of policies, procedures and practices pertaining to the provision of goods and services by Teranet.

4. Procedures for Providing Goods and Services to People with Disabilities

Teranet is committed to excellence in serving all customers including people with disabilities by removing

barriers that might arise in the course of doing business as follows:

(a) Communication

We will communicate with people with disabilities in ways that take into account their disability. We are committed to providing fully accessible telephone services to our customers. We will train employees to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. In addition, we will offer to communicate with customers by other means such as by letter or by email if telephone communication is not suitable to their communication needs or is not available.

(b) Assistive devices

A person with a disability may provide their own assistive device for the purpose of obtaining, using and benefiting from Teranet’s goods and services. Exceptions may occur in situations where Teranet has determined that the assistive device may pose a risk to the health and safety of a person with a disability or others on the premises. In such situations and others, Teranet may offer a person with a disability other reasonable measures to assist in obtaining, using and benefitting from Teranet’s goods and services, where other measures are available. It is the responsibility of the person with a disability to ensure that the assistive device is operated in a safe and controlled manner at all times.

(c) Service animals

A person with a disability may enter premises owned and/or operated by Teranet accompanied by a service animal and keep the animal with them if the public has access to such premises and the animal is not otherwise excluded by law. If a service animal is excluded by law, Teranet will ensure that alternate means are available to enable the person with a disability to obtain, use and benefit from Teranet’s goods and services.  It should be noted that it is the responsibility of the person with a disability to ensure that the service animal is kept in control at all times.

(d) Support persons

A person with a disability may enter premises owned and/or operated by Teranet with a support person and have access to the support person while on the premises. In addition, Teranet may require a person with a disability to be accompanied by a support person while on the premises in situations where it is necessary to protect the health and safety of the person with a disability or of others on the premises.

(e) Notice of temporary disruption

Teranet will make reasonable efforts to provide prior notice of disruptions, if possible, recognizing that in some circumstances, such as in the situation of unplanned temporary disruptions, advance notice will not be possible. In all cases, Teranet will notify customers promptly by posting a notice that includes information about the reason for the disruption, its anticipated duration and a description of alternate facilities or services that may be available. The notice will be posted in reasonable places. When possible, disruptions that are known in advance will be posted online.

5. Training

Teranet will provide training to employees, independent contractors, agents, volunteers and others who deal with the public or other third parties on behalf of Teranet. In addition, Teranet will provide training to persons involved in the development of policies, procedures and practices pertaining to the provision of goods and services. The format of training given will be tailored to suit each person’s interactions with the public or third parties or involvement in the development of policies, procedures and practices, as applicable.

The content of the training will include:

6. 6. • An overview of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005;
      • An overview of the requirements of the customer service standard;
      • Instruction on Teranet’s policies, procedures and practices pertaining to the provision of goods and services to persons with disabilities;
      • How to communicate with persons with various types of disabilities;
      • How to interact with persons with disabilities who use assistive devices or who require the assistance of a service animal or support person;
      • How to use equipment or devices that are provided which may help people with disabilities access goods and services provided by Teranet, such as elevators, etc.; and
      • What to do if a person with a particular type of disability is having difficulty accessing Teranet’s goods or services.

Training will be provided to each person as soon as practical after being assigned the applicable duties. Training will also be provided on an ongoing basis in connection with changes to the policies, practices and procedures governing the provision of goods and services to persons with disabilities.

6. Feedback process

Feedback from a member of the public about the delivery of good and services to persons with disabilities may be provided by telephone, in person, in writing, in electronic format, or through other methods.  All feedback should be directed to the Chief Human Resource Office who can be reached by email at dana.cioffi@teranet.ca or by telephone at 416-360-8863 X1079.  If they wish to be contacted about the feedback, persons must provide their name and contact information.

In addition employees may provide feedback to the organization in two ways:

6. 6. • Directly to Teranet through their Supervisor, HR Business Partner or the Chief Human Resources Officer in person and/or in writing; or
      • Through an independent, third-party reporting mechanism provided by ClearView Strategic Partners Inc, which provides for the anonymous (if required) submission of reports.

Anonymous complaints can be submitted:

6. 6. • Online at http://www.clearviewconnects.com/
      • By phone at 1-877-754-5707
      • Through the mail to P.O. Box 11017 Toronto, Ontario M1E 1N0

Complaints will be addressed by the Chief Human Resource Officer or their designate. Where appropriate an investigation into a Complaint may be conducted. If the individual making a complaint so requests, the individual will receive a response to their complaint from Chief Human Resource Officer or their designate.

7. Contact

For more information on this accessibility plan or accessible formats of this document (free upon request), please contact Dana Cioffi, Chief Human Resources Officer:

6. 6. • Phone: (416) 360-8863 X1079
      • Email: dana.cioffi@teranet.ca