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Home » Site Information » Accessibility & Disclosure

Accessibility


The Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”) lays the framework for the development of province-wide mandatory standards on accessibility in all areas of life, with a goal to make Ontario accessible by 2025.

PepsiCo Canada’s commitment and strategy to prevent and remove barriers to address current and future requirements of the AODA are provided below.

PepsiCo Canada Accessibility Policy

PepsiCo Canada is committed to providing an accessible environment in which all individuals have equal access to PepsiCo products and services in a way that respects the dignity and independence of persons with disabilities. This includes creating and fostering inclusive and positive attitudes that are considerate and accommodating of all individuals, including people with disabilities. This also includes discouraging attitudes that devalue and limit the potential of persons with disabilities.

In working towards its goals under this Policy, PepsiCo Canada is committed to becoming a barrier free environment, and will endeavour to do the following in accordance with provincial legal requirements:

  1. identify barriers,
  2. remove identified barriers,
  3. prevent barriers,
  4. increase awareness of accessibility initiatives at all levels of our organization,
  5. promote compliance policies and procedures with respect to accessibility to our staff, as well as to our customers and consumers, and
  6. provide appropriate training to our employees who deal with the public or other third parties on behalf of PepsiCo Canada, with a view to ensure greater awareness and responsiveness to the needs of those with disabilities.

A barrier is anything that prevents a person with a disability from fully taking part in society because of that disability. Some barriers include:

  • Physical barriers (e.g. a step at the entrance to the building or a door that is too heavy to be opened by an individual with limited upper body mobility and strength)
  • Architectural barriers (e.g. A hallway or door that is too narrow for a wheelchair or scooter)
  • Information or communication barriers (e.g. a publication that is not available in large print for people with visual impairment)
  • Attitudinal barriers (e.g. ignoring a customer in a wheelchair; assuming people with a disability cannot perform a certain task when in fact they can)
  • Technological barriers (e.g. a website that is not accessible for people who require the use of screen readers)
  • Barriers created by policies or practices (e.g. Not allowing animals on the premises; excluding or removing individuals who require the use of service animals)
PepsiCo Canada Web Content

PepsiCo Canada is committed to communicating and providing information in a way that is accessible and understandable for all employees, customers and consumers, regardless of any disability. PepsiCo Canada commits to meet or surpass its requirements to ensure that as of January 2014 all new web content will conform with World Wide Consortium Content Accessibility Guidelines (WCAG ) 2.0 Level A and to redevelop all existing PepsiCo websites to meet WCAG 2.0 AA standard by 2021.

Existing Legislation

This Policy has taken into consideration our obligations under Canadian laws, including Ontario’s Accessibility for Ontarians with Disabilities Act (AODA). As legislation changes and develops, PepsiCo Canada will review and amend its policies, practices and procedures, as necessary.

Associated References
  • PepsiCo Canada’s Customer and Consumer Service Statement for Ontario
  • PepsiCo Canada Multi-Year Accessibility Plan

PepsiCo Canada Multi-year Accessibility Plan

In this Plan, PepsiCo Canada ULC and The Pepsi Bottling Group (Canada), ULC are together referred to as “PepsiCo Canada”.

This multi-year accessibility plan outlines PepsiCo Canada’s strategy to prevent and remove barriers to address the current and future requirements of the Accessibility for Ontarians with Disabilities Act (the “AODA”), and in order to fulfill PepsiCo Canada’s commitment as outlined in PepsiCo Canada’s Accessibility Policy.

OVERVIEW
I. Accessibility Standards for Customer and Consumer Service
II. Integrated Accessibility Standards Regulation
A. Information and Communication Accessibility Standards
1. Feedback, Accessible Formats and Communication Supports
2. Accessible Websites and Web Content
B. Employment Accessibility Standards
1. Workplace Emergency Response Information
2. Recruitment
3. Informing Employees of Supports
4. Documented Individual Accommodation Plans/Return to Work Process
5. Performance Management, Career Development and Redeployment
III. Training for all Standards

I. ACCESSIBILITY STANDARDS FOR CUSTOMER AND CONSUMER SERVICE

Commitment:
PepsiCo Canada has been in compliance with the Accessible Customer Service Regulation under the AODA since 2012, and will continue to comply with that regulation. PepsiCo Canada’s goal is to deliver exceptional customer and consumer service and it is committed to service its customers and consumers in a way that respects the dignity and independence of persons with disabilities.

Actions Taken:
Among the measures that have been implemented by PepsiCo Canada are the following:
• Ensuring all persons who, on behalf of PepsiCo Canada, deal with its customers, consumers or other third parties, and all those who are involved in the development and approval of customer/consumer service policies, practices and procedures, as well as all others providing services to our customers/consumers, are trained to communicate and provide the best possible service to all customers/consumers, including persons with disabilities
• Providing fully-accessible telephone interface to consumers with hearing or speech disabilities
• Welcoming feedback from persons with disabilities through multiple communication channels

II. INTEGRATED ACCESSIBILITY STANDARDS REGULATION

A. INFORMATION AND COMMUNICATION ACCESSIBILITY STANDARDS

Commitment:
PepsiCo Canada is committed to making company information and communications accessible to persons with disabilities. PepsiCo Canada will incorporate new accessibility requirements under the information and communication standards to ensure that its information and communications systems and platforms are accessible and are provided in accessible formats that meet the needs of persons with disabilities.

1. Feedback, Accessible Formats and Communication Supports

Actions Taken:
In accordance with the IASR, PepsiCo Canada ensures that the following are accessible to persons with disabilities: (1) existing and new processes for receiving and responding to feedback, and (2) accessible formats and communication supports. PepsiCo Canada notifies the public of the availability of these processes, formats and supports and, upon request, provides accessible formats and communication supports in a timely manner that takes into account the person’s accessibility needs due to disability. PepsiCo Canada also consults with the person making the request to determine the suitability of the format or support.

2. Accessible Websites and Web Content

Actions Taken and Planned Actions:
In accordance with the IASR, PepsiCo Canada will ensure development of its next generation digital platform for public websites, mobile applications, in-store media and information technology infrastructure meet AODA Information and Communication Standards and that partnering vendors have necessary expertise with such technology.

All new PepsiCo Canada websites and web content already comply with international accessibility guidelines WCAG 2.0 Level A.

PepsiCo Canada will continue to expand corporate awareness of requirements for compliance with Information and Communication Standards of AODA, with the goal of having all Internet websites and web content, except for permitted exclusions, comply with WCAG 2.0 Level AA before the end of 2020.

B. EMPLOYMENT ACCESSIBILITY STANDARDS

1. Workplace Emergency Response Information

Commitment:
Where PepsiCo Canada is aware that an employee has a disability and that there is a need for accommodation in an emergency situation, individualized workplace emergency response information will be provided to the employee as soon as practicable if such information is necessary given the nature of the employee’s disability.

Actions Taken:
PepsiCo Canada periodically notifies employees of the availability of individualized assistance, and prepares individual plans for employees who advise of their needs for accommodation in emergency situations.

2. Recruitment

Commitment:
PepsiCo Canada is 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 and Planned Actions:
PepsiCo Canada is already taking the following actions in certain parts of its business, and commits to implement these actions throughout its business by the end of 2015.

Recruitment
PepsiCo Canada will communicate the availability of accommodation for applicants with disabilities in the recruitment process. This will include:
• Reviewing and, as necessary, modifying existing recruitment policies, procedures and processes
• Specifying on job postings that reasonable accommodation is available for applicants with disabilities
• Working with suppliers to ensure external Web pages are compliant with the Information and Communication Standards under the IASR’s requirements.

Assessment and Selection
When job applicants are selected to participate in an assessment/selection process, PepsiCo Canada will notify them that accommodations are available upon request in relation to the materials or processes used. This will include:
• Ensuring that the script used to schedule an interview and/or assessment includes a notice regarding the availability of reasonable accommodation
• If a request is made for accommodation, consulting with the applicant and providing a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

Notice to Successful Applicants
When making offers of employment, PepsiCo Canada will notify the successful applicant of its policies for accommodating employees with disabilities.

3. Informing Employees of Supports

Commitment:
PepsiCo Canada is supporting employees with disabilities.

Actions Taken and Planned Actions:
PepsiCo Canada already takes the following actions in certain parts of its business, and commits to implement these actions throughout its business by the end of 2015.
• Informing employees of its policies supporting employees with disabilities, including, but not limited to, policies on the provision of reasonable job accommodations that take into account an employee’s needs due to disability, and informing new hires of this as soon as practicable upon employment commencing, specifically in the orientation process
• Keeping employees up to date on changes to existing policies on job accommodations
• Where an employee with a disability so requests it, consulting with the employee to provide suitable accessible formats and communications supports for:
o Information needed in order to perform the employee’s job
o Information that is generally available to employees in the workplace,
and consulting with the employee to determine the suitability of the accessible format or communication support.

4. Documented Individual Accommodation Plans/Return to Work Process

Commitment:
PepsiCo Canada has committed to incorporating new accessibility requirements under the IASR to ensure that barriers in accommodation and return to work processes are eliminated and that corporate policies surrounding accommodation and return to work are followed, where applicable.

Actions Taken and Planned Actions:
PepsiCo Canada’s existing policies and processes include the accommodation of employees with disabilities and the facilitation of employees’ return to work after absenteeism due to disability.

PepsiCo Canada will review and assess existing policies to ensure that they reference the return to work process and include a written process for developing documented individual accommodation plans. This process will include, for example:
• the steps PepsiCo Canada takes to facilitate an employee’s return to work after a disability-related absence
• the development of a written individualized return to work plan for such employee
• the use of documented individual accommodation plans for employees with a disability, if such plans are required.
PepsiCo Canada will also ensure that the referenced process includes all requirements set out in the IASR.

5. Performance Management, Career Development and Redeployment

Commitment:
PepsiCo Canada will take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans:
• When using its performance management process in respect of employees with disabilities;
• When providing career development and advancement to its employees with disabilities;
• When redeploying employees with disabilities.

Actions Taken and Planned Actions:
PepsiCo Canada will do the following:
• Review, assess and, as necessary, modify existing policies, procedures and practices to ensure compliance with the IASR
• Review, assess and, as necessary, include accessibility criteria in Performance Management workshops
• Take into account the accessibility needs of employees with disabilities when providing career development and advancement to its employees with disabilities, including notification of the ability to provide accommodations on internal job postings
• Collaborate with employees with disabilities and, where applicable, with unions to review accessibility needs of the employees when redeploying them.

III TRAINING

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

Actions Taken and Planned Action:
PepsiCo Canada has conducted and continues to refresh training regarding the Ontario Human Rights Code and the AODA's Customer Standard, as well as to include the AODA's IASR obligations. More particularly, these actions include:
• Establishing an internal committee responsible for developing appropriate training
• Ensuring that this training is provided in a timely manner
• Keeping and maintaining a record of the training provided, including training dates and the number of individuals to whom it was provided
• Ensuring that training is provided on any changes to the prescribed policies on an ongoing basis

PepsiCo Canada Customer and Consumer Service Policy - Ontario

Customer and Consumer Service Philosophy

PepsiCo Canada’s goal is to deliver exceptional customer and consumer service. We endeavour to service our customers and consumers in a manner that reflects the principles of dignity, independence, integration and equal opportunity. Our commitment is to provide all customers and consumers, including those living with disabilities, the same opportunity to access our goods and services and benefit from those goods and services in the same place and in a similar way.

Guiding Principles

The following guiding principles clarify expected attitudes and behaviours in daily work life with customers, consumers and each other:

  • Respect: Each of us will demonstrate honesty, integrity and belief in people.
  • Ownership: Each of us is accountable for creating an environment that contributes to the success of our customers, consumers and each other.
  • Collaboration: Each of us has an important role in working together for a common purpose.
  • Continuous Improvement: Each of us is committed to ongoing improvement in all we do to anticipate and exceed needs as they evolve.
Providing Goods and Services to People with Disabilities

PepsiCo Canada is committed to excellence in serving all customers and consumers, including persons with disabilities, by removing barriers to their full participation that might arise in the course of doing business as follows:

  • Communication:We will communicate with people with disabilities in ways that take into account their disability.
  • Telephone Services:We are committed to providing fully accessible telephone interface to our current and potential customers and consumers.
  • Assistive Devices: We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services and as such, customers are free to use their personal assistive devices in any PepsiCo Canada environment. PepsiCo Canada offers other measures that may assist our customers while on site and we will ensure that our staff is familiar with the various assistive devices that may be used by customers including: elevators, escalators, wheelchair ramps and automatic doors. Assistive devices for access to specific services shall be kept in good working order and our customers shall be informed of their availability.
  • Billing: We are committed to providing accessible invoices to all of our customers. We will answer any questions customers may have about the content of the invoice in person, by telephone or email.
  • Documentation: All published documents can be available in hard copy, large print and email if requested.
Service Animals

PepsiCo Canada employees, volunteers and third party contractors shall accommodate the use of service animals by people with disabilities who are accessing our services and facilities, with the exception of areas restricted to animals under law or PepsiCo policies, for example, food preparation environments. For those restricted areas, PepsiCo Canada will provide an acceptable alternative assistive device for people relying on service animals. To be considered a service animal under this Policy, it must be readily apparent that the animal is being used because of a person’s disability or the person with a disability must provide a letter from a physician or nurse confirming that it is required because of his or her disability.

Support Persons

Where a person with a disability is accompanied by a support person, PepsiCo Canada staff, volunteers and third party contractors shall ensure that both persons are permitted to enter the premises together and shall ensure that the person with a disability can access the support person while on the premises. A support person is a person who accompanies the person with a disability in order to help with communication, mobility, personal care or medical needs or with the access to goods or services. The support person can be a paid support worker, volunteer, a friend or a family member.

Notice of Temporary Disruption

PepsiCo Canada will provide affected 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. Notice of a service disruption will be placed in a conspicuous area and/or communicated by any method deemed to be reasonable under the circumstances.

Communication and Feedback Process

Documentation that describes our accessibility commitments will be maintained on PepsiCo Canada’s website and provided to individuals, upon request, in the appropriate format. Comments on the way in which PepsiCo Canada provides goods and services to persons with disabilities are welcome and appreciated, and can be shared through our website, by email, by phone or via regular mail. PepsiCo Canada will thoroughly review all customer and consumer feedback, investigate its relevance to our Customer and Consumer Service Policy and to our accessibility commitments, and take steps to rectify any gaps in our delivery of goods and services.

Questions Concerning This Policy

Any questions about this policy should be referred to your PepsiCo Canada sales representative.

PepsiCo Accessible Feedback Policy

Accessible Formats and Communication Supports

In accordance with the requirements under the Accessibility for Ontarians with Disabilities Act, 2005 and its Regulations, upon request, PepsiCo Canada will make reasonable efforts to provide, in a timely manner, accessible formats and communication supports in its feedback processes in order to ensure that these processes are accessible to persons with disabilities.

PepsiCo Canada will also discuss with the requesting person, the suitability of a proposed accessible format or communication support that will allow the person to provide his or her feedback.  "Accessible formats" may include, but are not limited to, large print, and recorded audio and electronic formats.  "Communication supports" may include, but are not limited to, captioning, alternative and augmentative communication supports, and plain language.

Feedback can be made using the following methods:

PepsiCo Beverages Canada PepsiCo Foods Canada
Phone & Contact Us  -- Monday to Friday, 9am to 5pm ET Phone & Contact Us -- Monday – Friday, 8:30am to 5:30pm ET
Brand Phone Number Email (via “Contact Us” Links below) Brand Phone Number Email (via “Contact Us” Links below)
Aquafina 1-800-433-2652 cu.pepsico.com/caen/aquafina Frito Lay 1-800-376-2257 cu.pepsico.com/caen/fritolay
Brisk 1-800-657-3001 cu.pepsico.com/caen/pepsi Miss Vickie’s 1-866-264-2056 cu.pepsico.com/caen/missvickies/
Gatorade 1-888-794-2867 cu.pepsico.com/caen/gatorade Quaker 1-800-267-6287 cu.pepsico.com/caen/quaker
Naked Juice 1-877-858-4237 cu.pepsico.com/caen/nakedjuice Spitz 1-877-977-7489 cu.pepsico.com/caen/spitza>
Pepsi 1-800-433-2652 cu.pepsico.com/caen/pepsi Stacys 1-888-878-2297 cu.pepsico.com/caen/fritolay
Pure Leaf 1-800-657-3001 cu.pepsico.com/caen/pepsi
SoBe 1-800-588-0548 cu.pepsico.com/caen/pepsi
Starbucks (Bottles & Cans Only) 1-800-211-8307 cu.pepsico.com/caen/pepsi
Tropicana 1-800-237-7799 cu.pepsico.com/caen/tropicana
Mail: PepsiCo Consumer Relations
14 Hunter Street East, Peterborough, ON K9J 7B2
Mail: PepsiCo Consumer Response Centre
P O Box 40, Cambridge, ON N1R 5S9
Bell Relay / Voice to TTY
As per Bell Canada’s website: 1 800 855-0511 (Voice to TTY) 711 (TTY to Voice)


Disclosure


In keeping with our commitment to environmental sustainability, the following disclosure statements represent our efforts to comply with Ontario’s Toxics Reduction Act.

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