Accessibility  Statement

Serving Guests + 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 Compliance Report.

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. 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 who wish to provide us with feedback will have the option to submit in person, 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. We will also notify the public about the availability of these communication formats on our website. 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?

ASSISTANCE NEEDED? USE OF ASSISTIVE DEVICES

An assistive device is essentially a Guest with disabilities ticket to PERi-dise. These include any devices that assist them 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 their 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. 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 • Why we’re doing this (Purpose of the Accessibility for Ontarians with Disabilities Act – if you’re in Ontario, that is)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 (Everyone is Welcome), 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 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 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! Any Nandoca with a disability will complete an Emergency Response Plan and will be provided with an “emergency buddy” that will be well trained on how to best assist their Nando’s family member.

THE PEOPLE THAT MAKE THE CHICKEN DOCUMENTED INDIVIDUAL ACCOMODATION 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

For any workplace or non-work related injuries, the Nandoca will complete a ‘Return to Work Accommodation Plan’. 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.

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!

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 Website, Contact Us, Accessibility form

• Email Address: hr@nandoscanada.com

• In Person: Reach out to our Managers within our Locations

PREPARING OUR NANDO’S FAMILY TO SERVE AND ACCOMMODATE 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, 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 team 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 initiatives • Sharing Nando’s accessibility best practices and experience with our partners (after all, sharing is caring) • Providing alternate forms of the document where necessary

STRATEGIC BLUEPRINT

Or, how we’ll get where we’re going. Customer Service: Maintain accessible customer service practices and ensure Nandocas are equipped to serve Guests with disabilities.

Information & Communications: Provide accessible formats and communication supports upon request, in consultation with the individual regarding their accessibility needs.

Recruitment: Notify job applicants that accommodations are available throughout the recruitment, assessment and selection process.

Employment: Maintain processes for individual accommodation plans, accessible workplace information as required for Nandocas with disabilities.

Workplace Emergency Response: Provide individualized workplace emergency response information to Nandocas with disabilities where Nando’s is aware of the need for accommodation and individualized information is required.

Training: Provide required accessibility training to Nandocas and other applicable individuals and maintain records of training completed.

Design of Public Spaces / Physical Barriers: Consider applicable accessibility requirements when constructing, redeveloping or making major changes to public spaces under Nando’s control, and identify and address physical accessibility barriers where applicable.

Feedback: Maintain an accessible process for receiving and responding to feedback regarding accessibility and identified barriers.

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 AODA Indabas. 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.

FOR MORE INFORMATION

Reach out through the website, on the Contact Us section, choose Accessibility.