Legal & Privacy

Legal & Privacy

  

  

WEBSITE TERMS AND CONDITIONS

PLEASE READ THESE TERMS AND CONDITIONS OF USE CAREFULLY BEFORE USING CTFS.COM

Your use of CTFS.com (“the Website”) is subject to your agreement without change to the following terms and conditions (the "Terms and Conditions").  The Terms and Conditions, as amended from time to time (see Modification, below), govern your use of the Website.  The Terms and Conditions replace all prior agreements between you and us governing your use of the Website.  The Terms and Conditions do not replace any other agreements you have with us (now or in the future) governing an account or other services we may provide to you. Any agreement you have with us governing an account or such service will continue to apply to that account or service unless it conflicts with these Terms and Conditions, in which case the agreement governing such account or service will prevail to the extent of the conflict. You also agree to abide by and comply with all instructions we may provide to you from time to time in connection with accessing and using the Website.    The Terms and Conditions are to be read by you together with any terms, conditions or disclaimers provided in the pages of this Website.  In the event of a conflict, the terms, conditions or disclaimers in the pages of this Website will govern.  If you do not accept the Terms and Conditions in their entirety, do not use the Website and do not take advantage of any of the services.

Canadian Tire

When used in these Terms and Conditions, the term “Canadian Tire” means Canadian Tire Bank and its affiliates.

“You” and “We”

“You” and “your” mean you, the individual user of the Website.  “We”, “us” and “our” mean Canadian Tire.

 

Use of Website

Canadian Tire is not responsible to you or anyone else in any manner for direct, indirect, special, consequential, exemplary or punitive damages, however caused, arising out of your use of (or inability to use) the Website, its functions or content and/or any web browser (“Damage”), including out of any errors, inaccuracies, omissions or other defect in, the information contained within the Website and including if you transmit confidential or sensitive information to us or if we communicate such information to you at your request over the Internet, even if Canadian Tire or its representatives are advised of the possibility of such Damage.  If, notwithstanding the foregoing, Canadian Tire or any of its suppliers or service providers should be found liable for any Damage, the liability of Canadian Tire and such third persons shall in no event exceed in the aggregate $250 CAD. Canadian Tire is not responsible for late, lost, incomplete, illegible, misdirected, or stolen messages or mail, unavailable network connections, failed, incomplete, garbled, or delayed computer transmissions, online failures, hardware, software, or other technical malfunctions or disturbances, or any other communications failures or circumstances affecting, disrupting, or corrupting communications. Canadian Tire assumes no responsibility, and shall not be liable for, any damages to, or viruses that may infect, your computer equipment or other property on account of your access to, use of, or browsing on ctfs.com or your downloading of any materials, data, text, images, video, or audio from ctfs.com. Any unauthorized use, downloading, re-transmission, or other copying or modification of Trade-marks (defined below) or other materials contained on the Website may be a violation of statutory or common law rights including applicable copyright, trademark, or other intellectual property laws or other laws, which could subject the violator to legal action. You may not frame or utilize framing techniques to enclose any Trade-Marks or other copyrighted material without Canadian Tire’s express written consent.  You may not use any meta tags or any other hidden text utilizing the Trade-Marks and other copyrighted material without Canadian Tire’s express written permission. You agree that you will not use the Website or the services provided on it to:  (i) misappropriate the intellectual property rights of Canadian Tire or its affiliates; (ii) attempt to deface, modify or manipulate the Website or employ any tactic to defeat or evade any security feature employed on the Website; (iii) misappropriate the identity of, or obtain any personal information about any other user of  the Website or services, or any customer, vendor, dealer or employee of Canadian Tire; and (iv) modify, erase or damage any information contained on the Website or any computer hardware or information storage device owned or used by Canadian Tire.  As an additional term and condition of use of the Website and services, you agree not to use any process, research method or tactic to recreate or replicate the features, functions or design of the Website or services through reverse engineering. The ctfs.com Website may not, in whole or in part, be copied, reproduced, republished, uploaded, posted, transmitted, or distributed without the written permission of Canadian Tire, except that you may download, display, and print the materials presented on ctfs.com for your personal, non-commercial use only. You must retain all copyright and trademark notices, including any other proprietary notices, contained in the materials. The use of such materials on any other website or in any environment of networked computers is prohibited. You are prohibited from contributing, posting, or transmitting any infringing, unlawful, threatening, libelous, defamatory, obscene, indecent, inflammatory, pornographic, or profane material or any material that could constitute or encourage conduct that would be considered a criminal offence, give rise to civil liability, or otherwise violate any law. In its sole discretion, in addition to any other rights or remedies available to Canadian Tire and without any liability whatsoever, Canadian Tire at any time and without notice may terminate or restrict your access to any component of ctfs.com.

 

Indemnification

You agree to indemnify and save harmless Canadian Tire, its suppliers and service providers and its and their respective officers, directors, employees, consultants, representatives, and agents from and against any claim, cause of action, or demand, including without limitation reasonable legal, accounting, and other professional fees, brought as a result of your use of the Website.

Website Usage Statistics

To continually improve the Website, we often collect statistics about how Website users are using our Website. The information collected may include your browser type and your operating system, as well as data such as the number and types of pages visited, and the length of time spent per page and on the Website overall. These usage statistics are only viewed in the aggregate and are not associated with you as an individual. We use this information for purposes such as improving pages within our Website.

 

Links to other Websites

This Website includes links to websites operated by subsidiaries and affiliates of Canadian Tire and to other web sites operated by Canadian Tire, and to websites operated by third parties. Links to other websites from this Website are for convenience only. No endorsement of any third party products, services or information is expressed or implied by any information, material or content referred to or included on, or linked from or to the Website. Canadian Tire will not be responsible for the content of any other websites and make no representation or warranty regarding any other websites or the contents or materials on such websites. If you decide to access other websites, you do so at your own risk.  All links to the Website must be approved in writing by Canadian Tire.

 

Information

Facts, data, information and other contents contained in the Website are provided by Canadian Tire and other sources, including rate and fee information, are believed to be current and reliable when placed on the Website, but we cannot guarantee they are accurate, complete or current at all times. For example, rates, fees and information are subject to change at any time without notice, and rates and fees posted on the Website may not immediately reflect such changes. The information contained on the Website (a) is for informational purposes only, is not intended to provide specific legal, financial, accounting, tax or other advice for any individual or entity and should not be relied upon in that regard, (b) is not intended to be a comprehensive or detailed statement concerning the matters addressed, and (c) does not constitute an offer to buy or sell products or services of Canadian Tire. The information may be changed, withdrawn or terminated at any time without notice. Canadian Tire makes no warranty or representation that (i) no virus or other contaminating or destructive properties will be transmitted or that no damage will occur to your computer system, and (ii) information available on or through the Website is appropriate, accurate or available for use in any particular jurisdiction.  Canadian Tire is not responsible in any manner for direct, indirect, special or consequential damages howsoever caused, arising out of the use of the Website. Canadian Tire expressly disclaims any duty to update or correct any information on the Website.   

 

Availability of Canadian Tire Products and Services

Not all products and services that Website users may be interested in are available in all regions of Canada or to other country residents. Canadian Tire’s products and services are available in accordance with local law and only if they may be lawfully offered in any particular jurisdiction. All Canadian Tire products and services are subject to the terms of applicable agreements.  All amounts and prices are in Canadian dollars.

 

Ownership

The website, its design, all text, graphics, content, video, audio, and the selection and arrangement thereof are the property of Canadian Tire Corporation, Limited and/or its suppliers and service providers.

 

Trade-Marks

Canadian Tire, ctfs.com, and all other Canadian Tire related Trade-Marks and design marks displayed on ctfs.com (collectively, the "Trade-Marks") are registered and common law Trade-Marks owned by Canadian Tire Corporation, Limited. The Trade-Marks of Canadian Tire Financial Services Limited, Canadian Tire Bank and MasterCard International Incorporated are used under license. Nothing contained on ctfs.com should be construed as granting, by implication or otherwise, any license or right to use any Trade-Marks, including the Trade-Marks, except with the express written permission of Canadian Tire or such other party that may own the applicable Trade-Marks.

®/™ Unless otherwise noted, all trademarks are owned by Canadian Tire Corporation, Limited are used under license.

 

Email Communications

Email communication including any information transmitted with it is intended only for the use of the addressee(s) and is confidential. If you are not an intended recipient or responsible for delivering a message to an intended recipient, any review, disclosure, conversion to hard copy, dissemination, reproduction or other use of any part of such communication is strictly prohibited, as is the taking or omitting of any action in reliance upon such communication. If you receive such communication in error or without authorization please notify us immediately by return e-mail or otherwise and permanently delete the entire communication from any computer, disk drive, or other storage medium.  Unprotected communication by e-mail over the Internet is not confidential and may be intercepted or lost or possibly altered.  You agree that Canadian Tire shall have no liability to you or to any one else in connection with an e-mail sent by you to Canadian Tire or an e-mail sent by Canadian Tire to you at your request.

For legal purposes, documents sent electronically to you (including by facsimile) will be considered to be “in writing” and to have been signed and/or delivered by us.  We may rely upon and treat as duly authorized and binding on you any electronically authenticated document that we receive from you or which appears to have been sent by you.

 

Privacy

Please click on the following link to view our Privacy Charter. You acknowledge that you have read the Privacy Charter and agree that the terms of such communication are reasonable. You consent to the collection, use and disclosure of your personal information by Canadian Tire and/or its suppliers and service providers in accordance with the terms of and for the purposes set forth in the Privacy Charter.

 

Cookies

When you visit the Website, we may send a small text file containing a unique identification number, called a ‘cookie’. Cookies are used to track the activities of the web browser, such as date, time, duration and frequency of visits. The information is used to provide a more streamlined and consistent website-navigation experience. Cookies are not used to collect any information that will personally identify you. Cookies are widely-used, and most web browsers will accept them automatically. You may adjust your web browser settings to alert you about cookies being sent or to refuse cookies automatically. Please be advised that cookies are required to complete applications for products or services online and to use certain features such as My Online Account. If cookies are not enabled on your browser and you are in the process of completing an application, a session time-out message will appear when you click the "next" button to move to the next section of the application. If you prefer not to enable cookies on your browser, you can always complete an application for a product or service or obtain information about your account(s) by phone by calling toll-free 1-866-681-CTFS (2837).

 

FEEDBACK

Canadian Tire enables visitors to ctfs.com to provide Canadian Tire with feedback by email or otherwise ("Customer Content"). If you provide Customer Content you grant Canadian Tire a non-exclusive, royalty-free, perpetual, irrevocable, and fully sub-licensable right to use, delete, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such Customer Content throughout the world in any media, now known or hereafter developed, and you waive any and all moral rights in the Customer Content. You also grant Canadian Tire the right to use the name you submit with the Customer Content, if any, in connection with Canadian Tire's rights hereunder.

 

Modification

Canadian Tire reserves the right, without notice, to make changes to the Website, including without limitation with respect to the content of this Website and products offered by Canadian Tire, and may at any time and from time to time modify these Terms and Conditions for the use of the Website. If you use the Website after the effective date of the change it will mean that you have agreed and consented to the change.

 

Additional Terms

Any agreement you have with us governing an account or other service we provide to you will apply to that account or service and all transactions and other activities relating to such account or service.

 

Severability

In the event that any provision of these Terms and Conditions is determined to be unenforceable or invalid in whole or in part, the affected portion of such provision will be deemed to be severed and the remaining provisions will continue to apply with full force and effect.

 

Headings

The headings used in these Terms and Conditions are included for convenience only and will not limit or otherwise affect these Terms and Conditions.

 

Entire Agreement

These Terms and Conditions, together with the Privacy Communication and Security Awareness, constitute the entire agreement between us relating to the subject matter hereof, and supersede any prior understandings or agreements (whether electronic, oral, or written) regarding such subject matter.

 

Governing Law

These Terms and Conditions and their performance will be governed by the laws in force in the Province of Ontario, Canada, without giving effect to any principles of conflicts of laws, and notwithstanding your domicile, residence or physical location. You consent and submit to the exclusive jurisdiction of the courts located in the City of Toronto, in the Province of Ontario, Canada, in all disputes arising out of or relating to the use of the Website and these Terms and Conditions.  You may not use the Website in violation of Canadian export laws and regulations.  If you access the Website from a location outside of Canada, you are responsible for compliance with all local laws.  The United Convention on Contracts for the International Sale of Goods does not apply to this Agreement or any communication with or transaction through the Website.

The parties confirm that it is their express wish that this Agreement and all related documents be written in English.

PRIVACY

Your Privacy is Important to us

Canadian Tire Bank abides by the Canadian Tire Corporation, Limited Privacy Charter.

Canadian Tire Corporation, Limited and its family of companies including

Canadian Tire Financial Services Limited, Canadian Tire Bank, Canadian Tire Real Estate Limited, Mark's Work Wearhouse Limited (Mark’s), FGL Sports Ltd. (FGL), Canadian Tire Petroleum and PartSource, are committed to protecting the privacy and security of your personal information obtained by reason of your doing business with us.

Our Privacy Charter explains the types of customer personal information we collect, how it is used and the steps we take to ensure your personal information is handled appropriately.

Each member of the Canadian Tire family of companies collects information necessary to do business with you.  For more specific details on what information each company may collect and how we use it, we refer you to the Frequently Asked Questions (FAQs) section.

Privacy Charter The Privacy Charter is our commitment to you.  It is our organization wide policy on how all companies in the Canadian Tire family protect your personal information. Privacy Statement Our privacy statement provides a quick reference to the key privacy points of the Privacy Charter.  It also provides you information on your choices and important contact information.

Privacy Frequently Asked Questions (FAQs) Our FAQs provide answers to important questions you may have regarding your information and your privacy.  The FAQs provide additional detail on what information is collected by each company.  The information may vary according to company.  If there are further questions you would like answered, feel free to contact us anytime.

VOLUNTARY CODES OF CONDUCT / PUBLIC COMMITMENTS

As part of Canadian Tire Banks' ("CTB's") commitment to ensure our customers' protection, our Bank is committed to a number of voluntary codes of conduct and public commitments designed to protect the interests of consumers. These codes and commitments establish the standards of service our clients can expect when they do business with CTB. If you have a complaint regarding a potential violation of a code or commitment please let us know. View more information on our Complaint Resolution Process. The Financial Consumer Agency of Canada (FCAC) monitors our adherence to Codes of Conduct and Public Commitments listed below. Contact the FCAC.

Code of Conduct for the Debit and Credit Card Industry in Canada is a code of conduct that sets principles for business practices related to the issuance and acceptance of payment cards and operation of payment card networks. Visit this Code of Conduct on the Canadian Bankers Association website.

Code of Conduct for Authorized Insurance Activities outlines industry standards for bank representatives offering authorized insurance products such as credit, travel and personal accident insurance products in Canada. Visit this Code of Conduct on the Canadian Bankers Association  website.

Principles of Consumer Protection for Electronic Commerce is a guide to protecting customers when conducting transactions over open networks, including the internet. Visit this Code of Conduct on the Canadian Bankers Association website.

Commitment on Modification or Replacement of Existing Products or Services provides customers with assurances related to the modification or replacement of existing products and services. Visit this Commitment on the Canadian Bankers Association website for more information.

Guidelines for Transfers of Registered Plans contains information on what to expect and where to get help when transferring a registered savings plan (RSP) between financial institutions. Visit these Guidelines on the Canadian Bankers Association website for more information.

MasterCard® – Zero Liability is a commitment to provide protection against fraudulent card use. Visit this Commitment on the MasterCard website.

Visa* Zero Liability is a commitment to provide protection against fraudulent card use. Visit this Commitment on the Visa Canada website.

Visa* E-Promise offers online shoppers an alternative method to settle disputes with merchants. Visit this Commitment on the Visa Canada website.

On-Line Payments outlines consumer and industry responsibilities related to the use of online payments systems in Canada. Visit this Commitment on the Canadian Bankers Association website.

Monthly Credit Card Statements - Canadian Tire Bank will not charge consumers a fee to receive their regular monthly credit card statements. Please be advised that Canadian Tire Bank does charge consumers a fee should they request an additional or duplicate copy of their monthly credit card statement and will continue to do so. This fee is disclosed to consumers as part of the disclosures required under the Cost of Borrowing Regulations.

Power of Attorneys (POAs) and Joint Deposit Accounts (JDAs)

Commitment on POAs and JDAs is a commitment by banks to make information about  POAs available to customers who want to give someone they appoint ("Attorney") the authority to do banking on their behalf. The Commitment also sets out information that the banks will make available to their customers about JDAs. For more information on this Commitment, please visit the Canadian Bankers Association website.

CTB cannot provide legal advice to customers about POAs or JDAs.

Does CTB offer its own standard POA template?

No, CTB does not offer its own standard POA template. CTB will accept a valid POA if it complies with the statutory requirements of the province/territory where it was executed. Please note CTB will only accept an original or notarized copy of a POA. A photocopy, facsimile or scanned copy of a POA will not be accepted.

In order to comply with customer identification requirements, CTB requires the appointed Attorney to complete an attestation form in the presence of a guarantor.

Where can I obtain more information on the benefits and risks associated with POAs and JDAs?

To find out more on the benefits and risks associated with POAs and JDAs, please visit the following link produced by the Federal/Provincial/Territorial Ministers Responsible for Seniors: "What every older Canadian should know about Powers of Attorney (for financial matters and property) and Joint Bank Accounts".

What are CTB's minimum requirements for a POA?

CTB will only accept an original or notarized copy of a POA. CTB will not accept a photocopy, facsimile or scanned copy of a POA.

In order to comply with customer identification requirements  CTB requires the appointed Attorney to complete an attestation form in the presence of a guarantor.

Please mail the original or notarized copy of the POA, together with the completed and signed attestation form to CTB at the following address:

PO Box 2000, Station Main
Welland, ON
L3B 5S3

How long will it take for CTB to review a POA?

Once CTB receives a POA, CTB will review it to ensure it:

1)     complies with the statutory requirements of the province/territory where it was executed;

2)     is an original or notarized copy; and

3)     it is accompanied by a completed and signed attestation form that meets identification and guarantor requirements.

If further information is required, CTB will contact the customer and/or appointed Attorney and advise what additional information is required.

CTB aims to review all POAs within approximately thirty (30) business days; however in some situations a further review may be required. If there are any delays in the review, CTB will inform the customer and/or appointed Attorney and advise of the expected timeframe as to when the review will be completed.

Please note CTB reserves the right at its discretion to not accept  a POA or an appointed Attorney's instructions.

If I have any questions or concerns who do I contact?

If you have any questions, please do not hesitate to contact us at 1-800-459-6415.
If you have any concerns or would like to make a complaint, we encourage you follow CTB's Complaint Resolution Process.

MasterCard® is a registered trademark of MasterCard International Incorporated.

* Visa Int./Lic. User

What You Need to Know About Coercive Tied Selling

Why Did We Create This Booklet?

The Bank Act requires banks to inform customers in plain language that coercive tied selling is illegal. To comply with the law, Canadian Tire Bank has created this booklet explaining:

what coercive tied selling is,

what coercive tied selling is not, and

 how to contact us if you have any questions, complaints or  concerns.

What is Coercive Tied Selling?
Section 459.1 of the Bank Act prohibits banks from practicing coercive tied selling.  More specifically, it is against the law for a bank to  “impose undue pressure on, or coerce, a person to obtain a product or service from a particular person, including the bank and any of its affiliates, as a condition for obtaining another product or service from the bank.”   You cannot be unduly pressured to buy a product or service that you don’t want, from a bank or one of its affiliates, to obtain another bank product or service. The following two examples will help to explain coercive tied selling and what is not allowed.

Your bank’s mortgage specialist tells you that you qualify for a home mortgage.  However, you are also told that the bank will approve your mortgage only if you transfer your investments to the bank or its affiliates. You want the mortgage, but you do not want to move your investments. 

Your bank’s credit officer tells you that you qualify for a Registered Retirement Savings Plan (RRSP) loan. However, you are also told that the bank will approve the loan only if you use the money to buy the bank’s mutual funds.  You want the loan, but you want to invest the money somewhere else. 

Both of the above practices are against the law.  If you qualify for a product, a banking representative is not allowed to excessively pressure you to buy another unwanted product or service as a condition of obtaining the product you want.

What is Our Commitment to You?

We expect all employees at Canadian Tire Bank to comply with the law by not practicing coercive tied selling.  We urge you to let us know if you believe that you have experienced coercive tied selling in any dealings with us. You can find out how to contact us at the end of this brochure.

What is NOT Coercive Tied Selling?

Most businesses, including Canadian Tire Bank, look for tangible ways to show their interest in your business and appreciation for your loyalty.  Sales practices, such as preferential pricing and bundling of products and services, offer potential and existing customers better prices or more favourable terms. These practices should not be confused with coercive tied selling, as defined by the Bank Act. Many of these practices will be familiar to you in your dealings with other businesses.

What is Preferential Pricing?

Preferential pricing means offering customers a better price or rate on all or part of their business. For example, a printer offers a lower price for each business card if you buy a thousand cards instead of a hundred. A shoe store offers a second pair of shoes at half price.

Similarly, a bank may be able to offer you preferential pricing – a higher interest rate on investments or a lower interest rate on loans – if you use more of its products or services. The following two examples will help to explain preferential pricing in banks.

After approving your application for a home mortgage from the bank, your bank’s mortgage specialist tells you that this mortgage would be available at a lower interest rate if you transferred your investments to the bank or its affiliates.

After approving your application for an RRSP loan, your bank’s credit officer offers you a lower interest rate if you use the loan to buy the bank’s mutual funds.

The above practices are acceptable. The approval of your mortgage and RRSP loan is not conditional on your taking another bank product or service.  Rather you are offered preferential pricing to encourage you to give the bank more business.

What is Bundling of Products and Services?

Products or services are often combined to give consumers better prices, incentives or more favorable terms. By linking or bundling their products or services, businesses are often able to offer them to you at a lower combined price than if you bought each product on its own.  For example, a fast-food chain advertises a meal combination that includes a hamburger, fries and a drink.  The overall price is lower than if you bought the three items separately.

Similarly, banks may offer you bundled financial services or products so that you can take advantage of package prices that are less than the sum of the individual items.

The following example will help to explain the bundling of bank products and services.

You plan to open a bank account that charges you for individual transactions.  The banking representative offers you a package of services that includes a comparable bank account, a credit card with no annual fee and a discount on purchasing traveller’s cheques. The total price for the package is less than if you purchased each part of the package separately.

Bundling products in this way is permitted because you have the choice of buying the items individually or in a package.

How Do We Manage Our Credit Risk?

To ensure the safety of their depositors, creditors and shareholders, banks must carefully manage the risk on the loans and credit cards they approve.  Therefore the law allows us to impose certain requirements on borrowers as a condition for granting a loan - but only to the extent necessary for us to manage our risk.

The following example will help to explain how banks manage such risk.

You apply for an operating loan for your business.  To manage the risk associated with the loan, your bank requires your business to have an operating account with the bank as a condition for obtaining the loan.

The above example is legal and appropriate.  Having your business’ operating account at the bank allows your bank to assess possible risks associated with your business’ cash flow and manage the risk associated with the loan.

At Canadian Tire Bank, our requirements for borrowers will be reasonable and consistent with our level of risk.

How Can You Contact Us?

Please let us know if you have any questions, complaints or concerns or about your dealings with Canadian Tire Bank at 1-800-459-6415.

Who is Canadian Tire?

For purposes of this Accessibility Plan, "Canadian Tire" means Canadian Tire Corporation, Limited and its family of companies including Canadian Tire Financial Services Limited, Canadian Tire Bank, Canadian Tire Real Estate Limited, Mark's Work Wearhouse Limited (Mark’s), FGL Sports Ltd. (FGL), Canadian Tire Petroleum and PartSource.  Canadian Tire also includes any successors or subsidiaries of the above-listed companies.[1] 

Background

The Accessibility for Ontarians with Disabilities Act (AODA) was adopted in 2005 with a goal of making Ontario completely accessible for individuals with disabilities by 2025.  To reach this goal, businesses and organizations that provide goods and services to people in Ontario, are required to meet certain accessibility standards in 5 areas: (1) Customer Service; (2) Information and Communications; (3) Employment; (4) Transportation; and (5) the Design of Public Spaces. 

Canadian Tire is committed to eliminating barriers and improving accessibility for persons with disabilities and to providing goods and services in a way that respects the dignity and independence of people with disabilities.  In 2012 we implemented an Accessible Customer Service Policy to ensure that people with disabilities are given the same opportunity to access and benefit from our goods and services, in the same place and in a similar way as other customers.

The Integrated Accessibility Standards Regulation (“IASR”) under AODA, which incorporates the remaining 4 accessibility standards, requires us to establish, implement, maintain and document a multi-year accessibility plan which outlines our strategy to prevent and remove barriers for persons with disabilities through the requirements under the IASR.  

The following accessibility standards are applicable to Canadian Tire under the IASR:

1.       General Requirements

2.       Information and Communications

3.       Employment

4.       Design of Public Spaces

In accordance with the IASR, Canadian Tire will:

·         Establish, review and update this Accessibility Plan

·         Post this Accessibility Plan on Canadian Tire’s public website at www.canadiantire.ca

·         Provide this Accessibility Plan in an accessible format, upon request

·         Review and update this Accessibility Plan at least once every 5 years

Purpose

The purpose of this Accessibility Plan is to outline Canadian Tire’s strategy to prevent and remove barriers to address the current and future requirements set out under the IASR.

Integrated Accessibility Standards Regulation

General Requirements

Training

Commitment:

We are committed to implementing a process to ensure that all employees, volunteers, third party contractors who provide goods, services and facilities on behalf of Canadian Tire, and persons participating in the development and approval of Canadian Tire’s policies, are provided with appropriate training on the requirements of the IASR and on the Ontario Human Rights Code as it pertains to persons with disabilities, and are provided with such training as soon as practicable.

Planned Action:

In addition to the training we provide to our employees under the Accessibility Standard for Customer Service, we will provide training to our employees, volunteers, persons who participate in developing the organization’s policies and other staff members who provide goods, services or facilities on behalf of Canadian Tire on the requirements of the Integrated Accessibility Standards Regulation and on the Human Rights Code as it relates to persons with disabilities.  Training will be provided in a way that best suits the individual’s actual duties.

We will complete the required training of our employees, volunteers, persons who participate in developing the organization’s policies and other staff members by January 1, 2015.  In order to meet this obligation, we will:

·         Develop appropriate training content.

·         Deliver training throughout 2014.

·         Maintain a record of the training provided, including the dates that the training was provided and the number of individuals to whom it was provided.

·         Ensure that training is provided on any changes to the prescribed policies on an ongoing basis.

Self-Service Kiosks

Commitment:

We are committed to eliminating barriers and improving accessibility for persons with disabilities and to providing goods and services in a way that respects the dignity and independence of people with disabilities. 

Actions Taken:

Should we design, procure or acquire any self-service kiosks on or after January 1, 2014, we will have regard to the accessibility for persons with disabilities.  We will ensure that any employees involved in the procurement or acquisition are apprised of the need to consider accessibility features in choosing the appropriate self-service kiosk.

Information and Communication Standards

Commitment:

We are committed to making company information and communications accessible to persons with disabilities.  We will incorporate new accessibility requirements under the Information and Communication Standard to ensure that our information and communication systems and platforms are accessible and are provided in accessible formats that meet the needs of persons with disabilities.

Actions Taken:

1.       Emergency Procedure, Plans or Public Safety Information

Effective January 1, 2012, public safety information that is prepared by Canadian Tire and made available to the public will be made available in an accessible format or with appropriate communication supports, as soon as practicable, upon request.

Planned Actions:

1.       Accessible Websites and Web Content

Should we launch a new internet website or significantly refresh an existing internet website on or after January 1, 2014, we will ensure that the website and all content on that website that has been posted since January 1, 2012, conforms to the Web Content Accessibility Guidelines 2.0, Level A.

In order to ensure all of our internet websites, and all content posted on those websites since January 1, 2012, conforms to the WCAG 2.0 Level AA by January 1, 2021 we will:

·         Audit all websites and content for Level AA compliance.

·         Implement the necessary changes to bring the websites and web content into conformance with applicable Level AA requirements.

2.       Feedback

We will take the following steps to make sure existing feedback processes are accessible to people with disabilities upon request by January 1, 2015:

·         We will identify all existing feedback processes and will review those processes for accessibility.

·         Should any barriers to accessibility be identified we will take steps to remove those barriers prior to January 1, 2015.

3.       Accessible Formats and Communication Supports

We will ensure that all of our publicly available information is made accessible upon request by January 1, 2016.  Where a request for an accessible format or for communication supports is received, we will:

·         Consult with the individual making the request to determine their accessibility needs and what would be a suitable format or support.

·         Provide the requested information in a timely manner.

·         Provide the information at regular cost (if any).

Employment Standards

Commitment:

We are committed to fair and accessible employment practices that attract and retain employees with disabilities.  This includes providing accessibility across all stages of the employment cycle.

Actions Taken:

The following measures were implemented effective January 1, 2012:

1.       Workplace Emergency Response Information

In situations where we are aware that an employee has a disability and that there is a need for accommodation, individualized workplace emergency response information are provided to the employee as soon as practicable if such information is necessary given the nature of the employee’s disability.  These individualized emergency response plans are:

·         Communicated to the employee’s respective manager and Safety personnel, where the employee’s consent has been obtained, and on an as needed basis.

·         Reviewed and assessed on an ongoing and regular basis to ensure that accessibility issues are addressed.

Planned Action:

The following measures will be implemented effective January 1, 2016:

1.       Recruitment General

We will notify employees and the public of the availability of accommodation for applicants with disabilities in the recruitment process.  This will include:

·         A review and, as necessary, modification of existing recruitment policies, procedures and processes.

·         Specifying that accommodation is available for applicants with disabilities on job postings.

2.       Recruitment, Assessment and Selection

We will notify job applicants, when they are individually selected to participate in an assessment or selection process that accommodations are available upon request in relation to the materials and processes to be used in the assessment/selection process.  This will include:

·         A review and, as necessary, modification of existing recruitment policies, procedures and processes.

·         If a selected applicant requests an accommodation, consult with the applicant and arrange for provision of suitable accommodations in a manner that takes into account the applicant’s accessibility needs.

3.       Notice to Successful Applicants

When making offers of employment, we will notify the successful applicant of our policies for accommodating employees with disabilities.  This will include:

·         A review and, as necessary, modification of existing recruitment policies, procedures and processes.

·         Inclusion of notification of Canadian Tire’s policy on accommodating employees with disabilities in offer of employment letters.

4.       Informing Employees of Supports

We will inform all employees of policies that support employees with disabilities, including, but not limited to, policies on the provision of job accommodations that take into account an employee’s accessibility needs due to a disability.  This will include:

·         Informing current employees and new hires of Canadian Tire’s policies supporting employees with disabilities.

·         Providing information under this section as soon as practicable after the new employee begins employment.

·         Keeping employees up to date on changes to existing policies on job accommodations with respect to disability.

5.       Accessible Formats and Communication Supports for Employees

Where an employee with a disability so requests it, we will provide or arrange for provision of suitable accessible formats and communication supports for:

·         Information that is needed in order to perform the employee’s job.

·         Information that is generally available to employees in the workplace.

In order to meet this obligation, we will consult with the requesting employee to determine the suitability of an accessible format or communication support.

6.       Documented Individual Accommodation Plans/Return to Work Process

Our existing processes include steps that we will take to accommodate an employee with a disability and to facilitate an employee’s return to work after absenteeism due to disability.

We will review and assess the existing processes to ensure that they include a method for the development of documented individual accommodation plans for employees with a disability, if such plans are required.

We will ensure that the process for the development of documented individual accommodation plans includes the following elements, in accordance with the provisions of the IASR:

·         The manner in which the employee requesting accommodation can participate in the development of the plan.

·         The means by which the employee is assessed on an individual basis.

·         The manner in which we can request an evaluation by an outside medical or other expert, at Canadian Tire’s expense to assist us in determining if and how accommodation can be achieved.

·         The steps taken to protect the privacy of the employee’s personal information.

·         The frequency in which individual accommodation plans will be reviewed and updated and the manner in which this will be done.

·         If an individual accommodation plan is denied, the manner in which the reasons for the denial will be provided to the employee.

·         The means of providing the individual accommodation plan in a format that takes into account the employee’s accessibility needs due to disability.

·         If individual accommodation plans are established, ensure that they include:

§  Individualized workplace emergency response information.

§  Any information regarding accessible formats and communication supports that have been provided for or arranged, in order to provide the employee with:

·         Information that is needed in order to perform the employee’s job.

·         Information that is generally available to employees in the workplace.

·         Any other accommodation that is to be provided to the employee.

7.       Performance Management, Career Development and Redeployment

We will take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans:

·         When using our performance management process in respect of employees with disabilities;

·         When providing career development and advancement to our employees with disabilities;

·         When redeploying employees with disabilities.

In order to meet this obligation, we will review, assess and, as necessary, modify existing policies, procedures and practices to ensure compliance with the IASR.

Design of Public Spaces Standards

We will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces.  Canadian Tire will meet these standards by January 1, 2017.

For more information

For more information on this Accessibility Plan, or for a copy of this plan in an accessible format, please contact Canadian Tire by any of the following means:

By telephone:                   English: 1-800-387-8803
French: 1-800-565-3356

By email:                              customerservice@cantire.com

By regular mail:                 Please forward your comments & questions to the following address:

PO Box 2000, Station Main
Welland, ON
L3B 5S3

1 Canadian Tire stores and certain Mark's and FGL stores are owned and operated by independent dealers or franchisees.  Canadian Tire gas bars are operated under license by independent retailers.  As independent businesses, these dealers, franchisees, and retailers are responsible under applicable laws for adopting their own accessibility plans that are consistent with this plan.

Legal Demands, Family Support Orders and Provisions and Canada Revenue Agency Demands

In compliance with the Bank Act for Legal Demands, Family Support Orders and Provisions and Canada Revenue Agency Demands, the following office has been designated for service by Canadian Tire Bank:

Canadian Tire Bank
P.O. Box 3000
Welland, Ontario
L3B 5S5

Canadian Tire Family of Companies

Canadian Tire Corporation, Limited
Customer Service Accessibility Policy
Providing Goods and Services to People with Disabilities

Who is Canadian Tire?

For purposes of this Customer Service Accessibility Policy, "Canadian Tire" means Canadian Tire Corporation, Limited and its family of companies including Canadian Tire Financial Services Limited, Canadian Tire Bank, Canadian Tire Real Estate Limited, Mark's Work Wearhouse Limited (Mark’s), The Forzani Group Ltd. (FGL), Canadian Tire Petroleum and PartSource.  Canadian Tire also includes any successors or subsidiaries of the above-listed companies1.

Our Commitment

We are committed to eliminating barriers and improving accessibility for persons with disabilities and to providing goods and services in a way that respects the dignity and independence of people with disabilities.  People with disabilities will be given the same opportunity to access and benefit from our goods and services, in the same place and in a similar way as other customers.

Communication

When communicating with a person who has a disability, we will communicate in a manner that takes into account the person’s disability.

We will train employees who communicate with customers on how to interact and communicate with people with various types of disabilities.

Telephone Services

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.

Assistive Devices

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

We will also ensure that our employees know how to use assistive devices that are available in various locations for customers use.

Service Animals

We welcome persons with disabilities who are accompanied by service animals. Service animals are allowed on the parts of our premises that are open to the public.

If a service animal is legally excluded from some parts of the premises, we will provide alternative measures to enable the person to obtain, use or benefit from our services.

We will ensure that all employees are properly trained on how to interact with people with disabilities who are accompanied by a service animal.

Support Persons

Any person with a disability who is accompanied by a support person will be allowed to enter our premises with his or her support person.  At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Notice of Temporary Disruption in Service

We will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by persons with disabilities.  This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

This notice will be placed at all public entrances and at the point of disruption.  This notice will be provided in accessible formats as required.

Training

We will provide training to all employees, volunteers and others who deal with the public or other third parties on behalf of CTC, and to all individuals who are involved in the development and approval of the customer service policies, practices and procedures. 

Training must be completed during the employee orientation process.

Training will include:

·         A review of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard.

·         How to interact and communicate with people with various types of disabilities.

·         How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person.

·         How to use the equipment or assistive devices that are available on our premises or that we otherwise provide that may help with the provision of goods and services to people with disabilities.

·         What to do if a person with a disability is having difficulty in accessing our goods and services.

·         Canadian Tire’s policies, practices and procedures governing the provision of goods or services to people with disabilities.

Training records will be kept, including the dates when the training is delivered the number of employees to whom the training was provided and their names.

Feedback Process

The ultimate goal of Canadian Tire is to meet and surpass customer expectations while serving customers with disabilities.  Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way Canadian Tire provides goods and services to people with disabilities can be made by completing the feedback form, sending an e-mail to the store (form and address details available through customer service desk) or by speaking directly with a manager on duty.  All feedback will be directed to the store manager.  We will make all reasonable efforts to address concerns or complaints immediately. Click here to obtain a copy of the AODA Customer Feedback Form.

Availability of Accessible Customer Service Documents

We shall, upon request, give a copy of this policy to any person.  Requests for accessible customer service documents should be made to the store manager or supervisor on duty.  If a person with a disability requests a copy of this policy, we will provide the policy, or the information contained within the policy, in a format which takes into account the person’s disability.

Modifications to this or other policies

We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities.  Therefore no change will be made to this policy before considering the impact on people with disabilities.

Any policy of Canadian Tire that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Questions about this Policy

This policy exists to achieve service excellence to customers with disabilities.  If anyone has a question about the policy, or if the purpose of a policy is not understood, please speak to the store manager or supervisor on duty who will escalate your question or concern accordingly.