Accessibility

Flame-Grilled PERi-PERi Chicken for All!

Serving Guests and Nandocas with Disabilities Policy

EMBRACING DIFFERENCES

At Nando’s, we believe strongly in equal opportunity PERi-PERi chicken! We’re committed to offering our Guests the PERi-fect experience, regardless of any challenges this may pose. We will serve each hungry Guest with a delicious meal and friendly service in a way that is truly representative of one of our Core Values – Embracing Differences. This document is a manifestation of this Value. Nando’s is committed to meeting the accessibility requirements under the Accessibility for Ontarians with Disabilities Act. 

This policy has been cooked up to outline the following: 

  • How we’ll serve Guests with disabilities
  • How we’ll maintain and make available assistive devices
  • How we’ll welcome service animals and support persons
  • How we’ll notify Guests with disabilities about temporary disruptions in services
  • How we’ll train our Nandocas
  • How you’ll provide feedback about your Nando’s exPERience

ACCESSIBILITY PLAN 

If we’re going to live our values (Embracing Difference, Celebrating Diversity, etc.), we’re going to need an Accessibility Plan. This document will outline our roadmap to achieving Accessibility success and the PERi-fect experience for our Guests with disabilities. Each year, we will revisit our plan. Any updates will be posted on our website (www.nandos.ca) along with some tantalizing photos of our food. If the document is required in another format, we’ll be happy to oblige. 
NOTE: Only Casas with fifty (50) or more Nandocas are required to implement this plan. Those Franchisees with multiple Casas (you fancy!) under one corporate name would be considered one employer and therefore must file this plan with the Ontario government. 
 
At Nando’s, we put our heart and soul into everything we do. It’s just how we operate. 
That’s why we’re pledging to ensure that our policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by: 
  • Ensuring that all Guests receive the same value and quality (regardless of what they order – we’d recommend the chicken)
  • Allowing Guests with disabilities to experience Nando’s in their own ways, at their own pace as long as this does not present a safety risk (we are playing with fire, after all)
  • Adapting to the needs of our Guests with disabilities so they can enjoy a meal as anybody else would, amongst the art and music of our Casas
  • Taking into account individual needs (beyond the decision of “Hot” or “Extra Hot”) when providing our food and service
  • Communicating in a manner that takes into account a Guest’s disability (after all, “Mmmmm” is a universal language)

YOU TALKING (OR WRITING, SIGNING, INTERPRETIVE DANCING) TO ME?!

Each Nandoca will be trained to communicate with disabled Guests in the way that is most helpful to them. We need to get that order right! 

FEEDBACK 
We could never improve the Nando’s exPERience without the feedback of our diverse and valued Guests. Those with disabilities will have the option to submit feedback in person, by phone, by mail, by email, by website or by carrier pigeon (though we wouldn’t recommend that – we’ve heard they’re not reliable). 
 
ACCESSIBLE FORMATS AND COMMUNICATION SUPPORTS 
Should a Guest with a disability require an accessible form of communication, all they have to do is ask! Nando’s will tailor our communication to each Guest based on their unique needs and specific requests, within reason. Large font and Braille menus are available in every restaurant.
Nandos.ca will be fully accessible (including web content) to conform to the World Wide Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA except where this is not practical. How else would guests with disabilities plan their next meal? 
 
TELEPHONE SERVICES 
Nando’s is committed to providing fully accessible telephone service to all Guests. How else would anybody place a Take Out order?! We will educate our Nandocas on technologies designed for persons with disabilities and encourage them to always speak clearly, slowly and in plain language. Guests will also have the option to share their feedback (positive, we hope) by e-mail, mail (the original e-mail), fax or telephone.
 
ASSISTANCE NEEDED
 
USE OF ASSISTIVE DEVICES 
An assistive devices is essentially a Guest with disabilities ticket to PERi-dise. These include any devices that assist him/her independently complete everyday tasks (including eating a delicious meal). These include mobility aids (wheelchairs, walkers, etc.), portable communications devices, head wands, hearing aids, elevators, escalators, electronic lifts and much more. 
 
We welcome the use of assistive devices by our Guests if it means they can more easily place their order. All of our Nandocas will have a full understanding of how to interact with Guests and, where possible, how to provide alternative service methods. 
 
SERVICE ANIMALS 
An animal qualifies as a service animal for a person with a disability if:
  • It is obvious that the animal is assisting the Guest for reasons relating to his or her disability (if it is cutting up the person’s food, find out who trained it).
  • The person provides a doctor’s note (like the ones you used to fake to get out of French class).

We will never evict, exclude or separate a service animal from it’s owner unless the animal poses a direct threat to the health and safety of others – we wouldn’t want a Cujo situation on our hands, would we? If we cannot easily identify that the furry friend is a service animal, our Nandocas will ask the Guest to provide documentation from a regulated health professional. The documentation must confirm that the Guest needs their buddy (service animal) for reasons relating to their disability. If the letter of the law closes the door to service animals, Nando’s will provide alternative access to our food. All our Nandocas (even the non-animal lovers) will be properly trained on how to interact with a Guest employing a service animal. 

SUPPORT PERSONS 
A support person is a friend of a Guest with disabilities. They may also assist them here or there. Support persons are always welcome at Nando’s.

SORRY, ORDER OUT OF 

NOTICE OF DISRUPTIONS TO SERVICE 
If we’re having any issues with services typically required of Guests with disabilities, Nando’s will provide notice whether planned or unplanned (a cluck up, if you will). The notice will inform of the disruption, how long it’ll take before it can be fixed and what options the Guest has to work around it. This notice will be posted at the Casa. 

NANDOCA STANDARDS

RECRUITMENT  
In accordance with our values (Celebrating Diversity), we will notify all potential Nandocas and the public about the availability of accommodation for applicants with disabilities. 

ASSESSMENT OR SELECTION PROCESS 
All prospective Nandocas invited to participate in the selection process will be notified that special needs can be met. They just have to let us know what those needs are! If/When we’re informed, Nando’s will work with the applicant to accommodate accessibility requirements of the individual. 
 
NOTICE TO SUCCESSFUL APPLICANTS 
When we see the fire in the belly of an applicant and they are invited to become a Nandoca, the policies for accommodating disability with be thoroughly reviewed.
 
TRAINING
 
All Nandocas (and Third Party business partners that may engage our Guests) will be appropriately trained to interact with Guests with disabilities. 

But it doesn’t stop there! Anybody that has influence on Nando’s operations and communications will complete a similar training. Best practices for training will be frequently reviewed and updated to stay in touch with an ever changing world.  Any Nandoca that joins the flock will complete training before they hatch into the Casa or the Coop/Nest.
 
Training will include: 
  • Why we’re doing this (Purpose of the Accessibility for Ontarians with Disabilities Act – if you’re in Ontario, that is)
  • How to spark connections with Guests with a disability in a manner that facilitates their exPERience
  • How to properly serve Guests with disabilities with assistive devices, service animals or support personS
  • How to use the equipment
  • What to do if a Guest is not receiving the help they need
  • A full review of Nando’s policies, practices and procedures

NANDOCA EMERGENCY RESPONSE PLAN

We will educate each Nandoca with a disability to respond to emergencies that may impact them in a unique way because of their needs. After all, everybody is different! If a Nandoca has a temporary or permanent disability, the Nandoca will complete the, 'Emergency Information Worksheet,' to identify areas that will require further assistance in the event of an emergency while at work. The manager will complete an, 'Individual Nandoca Emergency Response Plan,' stored in the Welcome to the Flock - Nandoca File and will share it with the following peeps:

  • Intended Nandoca for approval
  • All respective emergency responders
  • The People Department 

Nando's will review the 'Individual Nandoca Emergency Response Plan' when:

  • The Nandoca switches Casas
  • Nandoca's needs are reviewed and confirmed
  • Nando's reviews the general emergency response policy  

THE PEOPLE THAT MAKE THE CHICKEN

DOCUMENTED INDIVIDUAL ACCOMMODATION PLANS

Should we learn that a member of our family requires an individual accommodation plan, we are committed to supporting the Nandoca! The Nandoca will work closely with their Patrao in the development of their accommodation plan. The plan will be assessed based on the duties the Nandoca can perform and kick butt at! If the Nandoca would like a representative from Nando’s to participate in the development of the plan, we will arrange to do so. 

Sometimes, creating a plan isn’t always as simple as grilling our delicious chicken. Should we require assistance from an outside vendor, we will engage in the service.

We value all of our Nandocas, so Nando’s is committed to sustaining confidentiality.  We will protect the Nandoca’s personal information by:

  • Keeping it confidential amongst those involved in the development plan
  • Storing the information securely in the Nandoca’s folder

Once the accommodation plan is locked, loaded and fired up, the Patrao or Franchise Partner will review the plan in person with the Nandoca and provide a hard copy for his or her records. If an alternative method (within reason) is required, we will embrace it with open wings. The Patrao and Nandoca will determine when the plan will be reviewed and updated, if needed.

We embrace differences at Nando’s. If we are not able to accept the Nandoca’s individual accommodation plan for reasons that may negatively affect the health and safety of our Nandocas or Guests, we will advise the Nandoca in person as well as in writing.

RETURN TO WORK PROCESS 
There’s nothing we love more than getting to work! Any Nandoca that has been forced to miss time due to a disability (or temporary disability) will understand the process and accommodations required to get them back on the grills. This return to work process will not replace or override any other return to work process created by or under any other statute (ie. The Workplace Safety Insurance Act, 1997). 
 
GETTING (AND STAYING) WITH THE TIMES
 
MODIFICATIONS TO THIS OR OTHER POLICIES 
We know that there is always more to learn and there is always room to grow. That said, we will not update this document without considering the significant impact this could have on our Guests and Nandocas. If a policy is deemed contradictory to our values of Diversity and Embracing Differences, it will be modified or removed. Of course, if there are any legislative changes that’ll impact our policies, we’re going to have to address them too! 
 
YOUVE GOT QUESTIONS? WEVE GOT ANSWERS
 
The reason we’ve created this policy is to achieve Flame-grilled, PERi-PERi chicken for all. If you’ve got a question, query, dispute, concern, debate, discussion item or you just want to say hello, reach out to:
  • In Writing: Nando’s Operations Ltd, Human Resources
  • By Phone: 1-855-564-1118
  • Mailing Address: 5865 Kennedy Road, Mississauga, Ontario, L4Z 2G3
  • Email Address/Website: hr@nandoscanada.com

Flame-Grilled PERi-PERi Chicken for All!

Serving Guests and Nandocas with Disabilities Procedures

EMBRACING DIFFERENCES

At Nando’s, we believe strongly in equal opportunity PERi-PERi chicken! We’re committed to offering our Guests the PERi-fect experience, regardless of any challenges this may pose. We will serve each hungry Guest with a delicious meal and friendly service in a way that is truly representative of one of our Core Values – Embracing Differences. This document is a manifestation of this Value. Nando’s is committed to meeting the accessibility requirements under the Accessibility for Ontarians with Disabilities Act. 

PERi-PERi CHICKEN FOR ALL!

At Nando’s, we put our heart and soul into everything we do. It’s just how we operate. 

That’s why we’re pledging to ensure that our policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by: 

  • Ensuring that all Guests receive the same value and quality (regardless of what they order – we’d recommend the chicken)
  • Allowing Guests with disabilities to experience Nando’s in their own ways, at their own pace as long as this does not present a safety risk (we are playing with fire, after all)
  • Adapting to the needs of our Guests with disabilities so they can enjoy a meal as anybody else would, amongst the art and music of our Casas
  • Taking into account individual needs (beyond the decision of “Hot” or “Extra Hot”) when providing our food and service
  • Communicating in a manner that takes into account a Guest’s disability (after all, “Mmmmm” is a universal language)

SPEAKING THE SAME (FOWL) LANGUAGE 

PRINT MATERIAL ACCOMODATIONS PROCEDURE 
To ensure all Guests can place their order, our Nandocas will be prepared to engage in alternate methods of communication. One of these methods is using print materials. This includes: 

  • Providing a note pad and pen to a Guest to allow him or her to communicate in writing (wings crossed for good penmanship!)
  • A Nandoca reading print information aloud to a Guest (now that’s a story with a happy ending)
  • If a solution is not readily available or provided, the Guest’s request will be recorded and implemented into the plan (along with an invitation for more chicken)
  • Large font menu
  • Braille menu

TELEPHONE SERVICES 
Nando’s is committed to providing fully accessible telephone service to all Guests. How else would anybody place a Take Out order?! We will educate our Nandocas on technologies designed for persons with disabilities and encourage them to always speak clearly, slowly and in plain language. Guests will also have the option to share their feedback (positive, we hope) by e-mail, letter (the original e-mail) or fax. 

FINDING A SEAT AT THE TABLE

ASSISTIVE DEVICE PROCEDURES 
At each Casa, Nando’s will make it a PERi-ority to ensure that all assistive devices are in good working order and that Nandocas know where they are (and how to use them) to assist Guests with disabilities enjoy their PERi-PERi chicken. These devices include: 
  • Elevator (where applicable)
  • Automatic Doors
  • Wheelchair Accessible Ramps/Tables

Upon request, Nandocas will happily help the Guest locate the in-Casa assistive device they require, as well as teach them how to use it! 

The safety of our Guests and Nandocas is our primary concern, and if the assistive device threatens that, we are committed to providing reasonable alternative access to PERi-PERi chicken. This includes: 

  • Take Out Services
  • Delivery Services (where available)
  • Wheelchair accessible ramps/tables

WHAT'S UP, DOG?

USE OF SERVICE ANIMALS 
 
Technically, anybody with a service animal should have paperwork. But who hasn’t forgotten their wallet at one time or another?! If it is clear that the service animal is providing assistance to the Guest, it is welcome in our Casas (unless, of course, it becomes illegal). We will never evict, exclude or separate a service animal from it’s owner unless the animal poses a direct threat to the health and safety of others – we wouldn’t want a Cujo situation on our hands, would we? 
 
If the letter of the law closes the door to service animals, Nando’s will provide alternative access to our food: 
  • Take Out Services
  • Establishing a drop off point at a reasonable location
  • Delivery service (where available)

Allergies to animals can really impact enjoyment of a meal (regardless of how delicious). Therefore, if a Guest’s allergies to a service animal cause a safety concern, we will use our interior design skills to seat the Guests on opposite sides of the Casa. 

MY SERVICE ANIMAL IS HUMAN. WHAT THEN?
Support persons are no different from any other Guest and they will be treated as such. Nando’s will ensure that the Guest with a disability and the support person will enter the premises together (there is nothing quite like the smell as you enter a Nando’s). We will also ensure they’re never separated. 

SORRY, ORDER OUT OF

NOTICE OF TEMPORARY DISRUPTION PROCEDURES 
 
Nando’s is responsible for alerting our Guests with disabilities about any disruption to services. If you’re reading this and you’re a Nandoca or Patrao, a template notice for posting is available on Sharepoint. Notices will be posted on the front entrance of our Casas (or as we call them, the gateway to PERidise) as well as the disrupted service ASAP (as soon as PERi-ssible). If we can see the disruption coming (ie. Elevator maintainance), the notice will be posted in advance. 
 
We will do our darndest to rectify any service disruption with haste. 
 
THE PEOPLE THAT MAKE THE CHICKEN
 
TRAINING PROCEDURES 
All of our people (Nandocas, Patraos and Passionate Partners) will complete training. Any Nandoca that joins the flock will complete training before they hatch into the Casa. Records will be kept of all training and made available to Government Inspectors upon request. 
 
Training content will include all aspects of the Accessibility Standards for Customer Service (and more – we like to go above and beyond). Furthermore, we are preparing to change with the times; training needs will be reviewed annually and evolved to meet the needs of our growing business. If needed, alternative formats of training are available (one-on-one, soft copy versions) 
 
WAS THERE A CLUCK UP?
 
FEEDBACK PROCESS PROCEDURES 
We love hearing from our Guests about their Nando’s exPERience – information about our feedback process will be readily available to everyone. Here’s what each Guest can expect: 
  • Instructions on where and how to provide foodback, er, feedback
  • What information we’ll need about a complaint to get it right next time
  • Who they’ll be helped by and when
  • What actions can or will be taken

The feedback process is currently in place on the Guest bill (right next to the ½ Chicken with PERi-Veg) through TUAU. Complaints will be addressed according to precedent (not that we get a lot of them…) 

YOU'VE GOT QUESTIONS? WE'VE GOT ANSWERS

The reason we’ve created this policy is to achieve Flame-grilled, PERi-PERi chicken for all. If you’ve got a question, query, dispute, concern, debate, discussion item or you just want to say hello, reach out to: 

  • In Writing: Nando’s Operations Ltd, Human Resources
  • By Phone: 1-855-564-1118
  • Mailing Address: 5865 Kennedy Road, Mississauga, Ontario, L4Z 2G3
  • Email Address/Website: hr@nandoscanada.com

Preparing Our Nando’s Family to Serve and Accomodate Guests and Nandocas With Disabilities


OUR COMMITMENT 

In accordance with our organizational obligations (though they don’t feel like obligations – we’re happy to do it!) under the AODA, Intergrated Accessibility Standards Regulation (O. Reg. 191/11, s. 4 (1)(2)), Nando’s is prepared to grill up this multi-year plan for execution over the next 5 years. We recognize that this is not a simple undertaking; it will impact various aspects of our business. This is why we’ve implemented a very strategic approach. 

Celebrating Diversity is kind of our thing. 

That’s why we’re committed to increased accessibility throughout our organization. After all, Nando’s isn’t just about the chicken. It’s about the people that make the chicken. We’re going to need all hands on deck to make this work. Within this multi-year plan, roles and responsibilities have been handed out across the company to ensure our goals are met. 

We understand that this will be an evolution. Our AODA committee will be the stewards of this plan’s implementation. 

THE NANDO’S ACCESSIBILITY COMMITTEE FAMILY 

The recipe for an effective accessibility committee features ingredients from all areas of the Nando’s pantry. The committee will identify barriers relating to provision of our services and work to break them down. Each committee member will become a champion of AODA implementation, ensuring that their area of the business meets Accessibility Standards. 

THE NANDO’S ACCESSIBILITY COMMITTEE FAMILY PERi-SPONSIBILITIES 

The Committee will meet annually to review our progress, successes and failures while ensuring that we continue along the road to accessibility. 

The Committee will also work to Fire Up the greater Nando’s family about our progress by: 

  • Helping with consultations in and outside the organization
  • Supporting and promoting Nando’s accessibility tools and guides
  • Supporting or coordinating many other initiatives (many listed in this document)
  • Sharing Nando’s accessibility best practices and experience with our partners (after all, sharing is caring)
  • Providing alternate forms of the document where necessary

We have also implemented an AODA Super Hero (something of an accessibility Rambo) who will help show us the way.  

STRATEGIC BLUEPRINT 

Or, how we’ll get where we’re going. 

This multi-year strategy is a road map that describes how we’ll transform our operations to become fully accessible to all.  

This won’t be easy – if it were it’d be called the multi-hour or multi-day strategy. 

The contents will evolve on an ongoing basis, especially at our annual Serving Guests with Disabilities training sessions. And just when we think the work is done, it’ll start all over again. This multi-year plan will be updated every 5 years to ensure we are meeting the needs of our Guests and Nandocas.  

NANDO’S ACCOMPLISHMENTS 

Here’s what we’ve done so far: 

  • Accessibility for All Guests and Nandocas Service Policy
  • Accessibility for All Guests and Nandocas Procedures Outline
  • Serving Guests with Disabilities Training – basted across the organization
  • Serving Guests and Nandocas with Disabilities – Workplace Emergency Response
  • Detailed 10 year implementation of Strategic Blueprint
  • Governance for Serving Guests with Disabilities training sessions

In addition to this, all documents, policies and procedures have been provided to our Franchise Partners for implementation in their individual Casas.  Every Nando’s is unique! 

FOR MORE INFORMATION

Please contact our AODA Mother Hen, Sara Almeida at salmeida@nandoscanada.com 

In Writing to Nando’s Canada, 5865 Kennedy Road, Mississauga, Ont, L4Z 2G3 

By Phone, 905-502-9787 

See the full Accessibility Report here.