Bosch provides its goods and services to persons with disabilities consistent with the principles of independence, dignity, integration, and equality of opportunity, and in compliance with federal and local laws.

Bosch is also committed to offering a quality online experience at its website, bosch-home.ca (the "Website") to customers with disabilities just as it does for customers without disabilities.

To assist in achieving the aforementioned accessibility goals with respect to the Website, Bosch has committed to the Website being designed, developed, and operated in substantial conformance with generally-recognized and accepted guidelines and/or standards for website accessibility (the "Standards").

If you have any questions or feedback about accessibility at Bosch, please reach out to us. The Company welcomes feedback in person, by telephone, in writing, or by e-mail. The Company is open to any other kind of assistive technology, device or methodology, including the use of sign-language interpreters or text to voice/voice to text apps. The Company will cooperate with the person in finding a communication method that works with their restrictions.

If ordinary channels of feedback are unsatisfactory, please direct your concern to BSH-RNACorporateCommunications@bshg.com.

The Company recognizes that it is important for all its customers and suppliers to be able to provide feedback without limitations due to disability or illness. Without limiting any existing form of communication or feedback, members of the public, employees, customers and suppliers are entitled and welcomed to communicate with or provide feedback to the Company in a manner that works with any restrictions they may have due to disability.

Where possible, concerns will be addressed immediately and we will consult with any person requesting documents or information in an accessible format or with a communication support. However, some concerns may require more time and consideration. Customers can expect to hear back from the Company promptly, either with details on the resolution of the concern or, in more complex cases, on the steps being taken by the Company to resolve the concern.

If you have a question about this policy, please contact BSH-RNACorporateCommunications@bshg.com.

Accessible formats of this document are available upon request, please contact BSH-RNACorporateCommunications@bshg.com.

Please be aware that our efforts are ongoing. If you have any specific questions, feedback, or concerns about the accessibility of any particular Web pages on bosch-home.ca, please contact us at BSH-RNACorporateCommunications@bshg.com. If you do encounter an accessibility issue, please be sure to specify the Web page/URL in your email, and we will make all reasonable efforts to address your concerns.

Message from the CEO

BSH Home Appliance Ltd. (“BSH”) is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and other Ontario legislation relating to accessibility.

BSH is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code (“Code”) respecting non-discrimination. BSH understands that obligations under the AODA and its accessibility standards do not substitute or limit its obligations under the Code or obligations to people with disabilities under any other law.

BSH is committed to excellence in serving and providing goods, services or facilities to all customers including people with disabilities.

Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

Introduction

BSH strives to meet the needs of its employees and customers with disabilities and is working hard to remove and prevent barriers to accessibility. BSH is committed to fulfilling our requirements under the AODA. This Five-Year Accessibility Plan (“Plan”) outlines the steps we are taking to meet those requirements and to improve opportunities for people with disabilities. Our Plan shows how we will play our role in making Ontario an accessible province for all Ontarians. We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies. We maintain records of the training provided including the dates on which the training was provided and the number of individuals to whom it was provided.

Past Achievements to Remove and Prevent Barriers; Strategies and Actions for the Future

Customer Service

BSH has prepared this Plan in accordance with the requirements of the AODA and Ontario Regulation 191/11 Integrated Accessibility Standard (“IASR”). The IASR includes five standards, including Customer service.

BSH is committed to providing accessible customer service to people with disabilities. This means that we will provide goods, services and facilities to people with disabilities with the same high quality and timeliness as others.

BSH provides customer service both through visits to consumer homes, responding to customer queries via our call centers and offering showroom visits to current or potential customers. All BSH employees who interact with the public adhere to the Accessible Customer Service Policy which is attached at Exhibit 1.

Customer feedback is automatically is automatically solicited after such interactions, and any feedback submitted around accessibility concerns are immediately addressed.

The initiatives BSH is planning in the future include continuing to train new staff on AODA General Requirements, the Customer Service Standard and any other Standard required for the role via ManTra, our new Mandatory Learning System. These trainings are assigned immediately upon on-boarding and must be completed within the first few weeks of commencing any customer-facing role.

Information and Communication

BSH strives at all times to provide goods and services in a way that respects the dignity and independence of persons with disabilities. BSH is also committed to give people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

Over the past five years, BSH has undertaken several actions and initiatives to ensure accessibility for all consumers:

• Since December 2020, all new websites and content on those sites conform to World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, Level A
• As of January 1, 2021, all websites and content on those sites conform to World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, Level AA
• BSH has implemented an accessibility email account on its external and internal websites to ensure we can obtain feedback from consumers and employees: Accessibility_Feedback@bshg.com

Comments relating to our programs and services with regard to customer services are welcomed and appreciated. This feedback is then analyzed to identify potential gaps in customer service.

We communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports in a timely manner, taking into account the person’s accessibility needs due to disability and at no cost to the requester.

If we determine that information or communications are unconvertible, the organization shall provide the requestor with an explanation as to why the information or communications are unconvertible, and a summary of the unconvertible information or communications.

BSH will continue to move forward as follows:

• ensure all new websites and content on those sites will conform to all updates to the WCAG
• meet the communication needs of people with disabilities, and consult with people with disabilities to determine their information and communication needs.
• conduct an assessment of BSH’s website and conduct testing for accessibility
• ensure all publicly available information is made accessible upon request
• post on our website that we can provide accessible information upon request
• if requested by a person with a disability, work with them to figure out how to meet their needs within a reasonable timeframe
• provide or arrange for information in accessible formats and/or provide communication supports for people with disabilities
• ensure that the information is provided in a timely manner, at no extra cost, and that the person making the request is consulted in order to determine the most appropriate format or support
• train all staff in the availability of communications in accessible formats and to whom requests should be forwarded
• ensure that specific people (Human Resources, Marketing and Information Technology are aware of the importance of responding to information requests)

Employment

BSH is committed to fair and accessible employment practices that attract and retain talented employees with disabilities.

Recruitment

BSH notifies job applicants and the public that accommodations can be made during recruitment and hiring and consults with the applicants to provide or arrange for suitable accommodation.

We will continue to notify successful applicants of policies for accommodating employees with disabilities when making offers of employment.

Going forward, BSH will continue to remain committed to ensuring its recruitment and assessment processes are fair and accessible.

• New managers receive additional BSH-created training entitled “New Manager Training”, which provides accessibility-related training when recruiting and promoting employees.
• The BSH Learning Management System was updated in August 2021 to automate the AODA Employment Standard Module (among other Standards), ensure immediate completion by new hires and track company-wide completion rates as well as repetition every 2 years or such earlier frequency as may be necessary
• All HR business partners, supervisors and other employees involved in staffing of any type will be required to complete the Accessibility Standards online course that includes Employment Standard Module, and will receive automatic updates to renew their training in accordance with legislative requirements.
• HR business partners shall continue to specify that accommodation is available for applicants with disabilities in recruitment materials and with regards to interviews and assessment
• When making offers of employment, HR business partners will continue to notify successful applicant of policies for accommodating employees with disabilities

At work

We notify staff that supports are available for those with disabilities as soon as practicable after they begin their employment. We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation that take into account an employee’s accessibility needs due to a disability.

We will continue to consult with employees when arranging for the provision of suitable accommodation in a manner that takes into account the accessibility needs due to disability. We will continue to consult with the person making the request in determining the suitability of an accessible format or communication supports specifically for information that is needed in order to perform the employee’s job and information that is generally available to employees in the workplace.

BSH will continue to provide, in an accessible format, information needed to perform the job and information which is generally available to employees in the workplace.

Emergency Response

Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency, while respecting privacy. With the employee’s consent, we will provide workplace emergency information to a designated person who is providing assistance to that employee during an emergency, as soon as practicable after we become aware of the need for accommodation due to the employee’s disability.

We will review the individualized workplace emergency response information when the employee moves to a different location in the organization; when the employee’s overall accommodations needs or plans are reviewed; and when the employer reviews its general emergency response policies.

Documented Individual Accommodation and Return to Work Plans

BSH is committed to continually developing and putting into place processes for developing individualized employee accommodation plans and return-to-work policies for employees that have been absent due to a disability. In this regard, BSH will continue to:

• Work to identify those employees that require an individual accommodation plan and involve them in the development of said plan which outlines the accommodations we will provide
• Provide plans in accessible formats or using communication supports, as required
• Keep all individualized accommodation plan information private
• Work in consultation with the employee with disability to ensure that the appropriate communication supports and accessible formats are utilized.

The accommodation and return to work policy will document the steps the employer will take to facilitate the return to work of employees who are away from work due to disability.

Performance Management, Career Development

• Persons with disabilities are given an opportunity equal to that given to others to obtain, use and benefit from qualification and career development.
• BSH will continue to ensure the accessibility needs of employees with disabilities as well as individual accommodation plans are taken into account in performance management, career development, and redeployment processes:
• Performance plans can be provided in large print or can be read aloud to an employee with low vision
• an employee’s individualized accommodation plan will be reviewed to understand their needs and determine whether the plan needs to be adjusted to improve his or her performance on the job
• the accommodation plan will be adjusted , with the employee’s participation, to meet any new role or responsibilities in the event of a promotion or re-deployment

Training on the AODA and Associated Standards

BSH provides training to all employees on the IASR and the Code as it relates to people with disabilities. As well, the following functions are provided with special training commensurate to their functions:

• Showroom Staff
• Field Service Technicians
• Customer Service Representatives
• Human Resources Business Partners
• Office Staff

Over the past five years, this training was provided in live format and attendance manually recorded. At the beginning of 2022, BSH implanted a new Learning Management System, ManTra, which allowed us to load all AODA trainings into an automated system. Going forward, this allows BSH to ensure newly hired employees complete all required AODA trainings during the onboarding process, and that they are automatically notified when they are due for training, in accordance with legislative requirements. Both individual and Company-wide completion rates are tracked and recorded in ManTra.

Design of Public Spaces

Both our headquarters in Mississauga and our showrooms across the country are designed with specific accessibility features in mind, including but not limited to entrance ramps, door openers, accessible bathrooms and workspaces. We have also put procedures in place to prevent service disruptions to the accessible parts of our public spaces (see Exhibit 2).

As we expand our physical footprint in the future, we will continue to meet accessibility laws when building or making major changes to public spaces.

Some more plans for the future

In 2020, BSH implemented an Inclusive Workplace Policy which sets out the company’s commitment to the establishment and preservation of a culture of inclusion for all. This Policy will be updated within the context of the AODA and associated Standards, with a view to incorporating accessibility for people with disabilities.

Also in 2020, the BSH annual sales and marketing conference included a speaker from our benefits provider who took employees through the benefits and programs available to support temporarily and permanently disabled employees.

In early 2021, a Regional Diversity & Inclusion Council was created and held its first Diversity and Inclusion Speakers Series, which will be repeated every year. For the 2022 speaker series, a special session on the inclusion of people with autism into the workplace is planned.

Contact Details

For more information on this accessibility plan, please contact:

Accessibility_Feedback@bshg.com
BSH Home Appliances Ltd.
6696 Financial Dr.
Unit 3
Mississauga ON
L5N 7J6

The Company’s Approach

BSH Home Appliances Ltd. (the “Company”) strives at all times to provide our goods and services in a way that respects the dignity and independence of people with disabilities. We are committed to giving people with disabilities the same opportunity to access and benefit from our goods and services in the same place and in a similar way as other customers whenever possible. The Company endorses the Accessibility for Ontarians with Disabilities Act (the “Act”) and the regulations passed pursuant to the Act.

Purpose

The purpose of this Policy is to outline the practices and procedures approved by the Company in order to meet the obligations under the Act and Regulation. Through this Policy, the Company establishes and implements practices and procedures consistent with its goal of compliance, as well as its commitment to excellent customer service for all. The Company is committed to excellence in serving all customers, including people with disabilities.

Communication

We will communicate with people with disabilities in ways that take into account their disability.

Assistive devices

People with disabilities may use their own personal assistive devices while obtaining any goods and services provided on our premises that are open to the public.

A person with a disability may enter any part of our premises that are open to the public with that assistive device unless not allowed by law. If the device is not allowed by law, the person will be so advised and alternate options will be explored. If barriers to the use of an assistive device exist at any premises that are open to the public, these barriers, where reasonably possible, will be removed.

We will ensure that our staff is trained in and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and services.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public except where animals are not allowed by law. Where an animal is not allowed by law, alternate options will be explored to provide the service to the person with a disability.

Support persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Training for staff

The Company will provide training to all staff, and any third party who provides goods or services on our behalf, and all those who are involved in the development and approvals of our policies and procedures.

Training will include:

• The purpose of the Act 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 assistive devices or require assistance of a service animal or support person
• What to do if a person with a disability has difficulty accessing the Company’s goods and services or publicly-accessible premises
• The Company’s policies, practices and procedures relating to the customer service standard

Staff will also be trained on an ongoing basis when changes are made to these policies.

Records of the training provided will be maintained and will include: (i) the dates on which training was provided and (ii) the details of individuals to whom training was provided.

Notice of temporary disruptions

The Company will provide customers with notice in the event of a planned or unexpected disruption to services or facilities for customers with disabilities. This notice will include information about the reason for the disruption, how long the disruption is expected to last, and a description of any alternative facilities or services, if available.

The notice will be placed on the Company’s website, and/or may be posted at the location.

Modifications to this or other policies

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

Contacting the Company

The goal of the Company is to exceed customer expectations while ensuring that customers with disabilities are served with dignity and respect, and wherever possible facilitating their independence and equal access. Anyone who wants to contact the Company to discuss the manner in which the Company provides goods and services to people with disabilities, has questions about this Policy or has concerns regarding its application, or whether our feedback process is accessible can contact the Company by phone, mail or in person.

All feedback will be directed to Norma Parker. To contact Ms. Parker directly, please contact Norma.Parker@BSHG.com.

The Company is committed to addressing requests for accessible formats or communication supports in a timely manner that takes into account the person’s accessibility needs due to disability.

Where possible, concerns will be addressed immediately and we will consult with any person requesting documents or information in an accessible format or with a communication support. However, some concerns may require more time and consideration. Customers can expect to hear back from the Company promptly, either with details on the resolution of the concern or, in more complex cases, on the steps being taken by the Company to resolve the concern.

Accessible formats of this document are available upon request, please contact us using the contact information noted above.