Accessibility

MULTI-YEAR ACCESSIBILITY POLICY

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Statement of Organizational Commitment

We have always been committed to doing the right thing for our customers and employees. Our values and behaviours are the foundation for the relationships we foster with our customers and employees. We strive to meet the needs of our employees and customers with disabilities and continue to work to remove and prevent barriers to accessibility.

The Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”) is an Ontario law that was created to develop, implement and enforce accessibility standards in order to achieve accessibility for Ontarians with disabilities. We are committed to fulfilling our requirements under the AODA to bolster our continued commitment to showing respect, understanding, and tolerance towards our customers and employees.

This accessibility plan outlines the steps we have taken and continue to take to meet those requirements and to improve opportunities for people with disabilities.

The plan is reviewed and updated at least once every 5 years. It is available to the public on our website and will be provided in accessible formats upon request.

We are committed to creating policies that respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities. We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies.

Customer Service

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

In our restaurants and workplaces, we welcome the use of assistive devices by persons with disabilities in order to obtain, use or benefit from our goods and services. Some examples of assistive devices are walkers, wheelchairs, and oxygen tanks.

We welcome people with disabilities and their service animals.

We welcome people with disabilities and their support persons.

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, the Manager will notify customers promptly with a clearly posted notice. The notice will include information about the reason for the disruption, its anticipated duration and a description of available alternative facilities or services, if any.

Any person who interacts with the public or who participates in developing policies, practices and procedures will receive training, on an ongoing basis, including information on how to serve persons with disabilities.

We welcome customer feedback to improve the accessibility of our products and services.

Download the large font Accessible Customer Service Policy (Size 33.6 KB)

Information and Communications

We communicate with people with disabilities in ways that consider 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.

We meet internationally-recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements.

We have a process for receiving and responding to feedback and the process is accessible to persons with disabilities upon request.

We will provide our customers with accessible publicly available emergency information upon request. We will also provide employees with disabilities with individualized emergency response information when necessary.

Employment

We are committed to an inclusive culture across the organization by preventing and removing barriers for persons with disabilities. Where it is not possible to remove barriers, we will make efforts to accommodate persons with disabilities in a timely, effective and suitable manner. We will continue to develop and document individual accommodation plans and return to work plans, and will also continue to take into account the accessibility needs of all employees in our performance management, career development and redeployment processes.

Self-service kiosks

We will continue to incorporate accessibility features, and to have regard for persons with disabilities when designing, procuring or acquiring self-service kiosks.

Policies and Training

We have drafted policies and trained employees in accordance with the requirements under the AODA. We are committed to ongoing training in accessible customer service, other accessibility standards, and aspects of the Ontario Human Rights Code that relate to persons with disabilities.

Design of Public Spaces

We are committed to meeting accessibility laws when building or making major changes to public spaces that are owned and operated by us, which may include:

• Service-related elements such as service counters and waiting areas.
• Outdoor public eating areas.
• Outdoor paths of travel such as sidewalks, ramps, stairs, curb ramps, and rest areas.
• Accessible off-street parking.

More Information

Most restaurants are owned and operated by independent franchisees. At franchised restaurants, the independent franchisee is the sole and exclusive employer of all restaurant employees – the franchisee alone sets all terms and conditions of employment, establishes all employment policies and practices, and is solely responsible for all employment-related matters in the restaurant.

Feedback Process

Customers who wish to provide feedback on this plan, the manner in which McDonald's provides goods and services to persons with disabilities, including its feedback processes, can do so in the following ways:

• on our website: www.mcdonalds.com/ca/en-ca/contact-us.html
• by telephone: contacting Guest Relations at 1-888-424-4622
• by email: accessibilitymanager@ca.mcd.com
• at a restaurant: Restaurant contact information can be provided to customers by the General Manager of the McDonald’s restaurant they wish to provide feedback on
• other means available to the person.

Complaints and feedback will be addressed according to our regular complaint management procedures. We will ensure that this feedback process is accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communication supports, on request. Persons providing feedback can expect an acknowledgment of their feedback to be issued within 10 business days. The acknowledgment will indicate when the matter will be addressed, and when the individual will be notified further in the matter.

Revision Date: May 2025