Corporate Policy

Subject: Customer service accessibility

This Policy governs all colleagues of Loblaw Companies Limited’s Canadian subsidiaries (collectively, the “Company” or “Loblaw”), excluding THL Gourmet Foods Inc., T&T Supermarkets Inc., QHR Technologies Inc., Lifemark Health Corporation, and Quality National Foods.

This Policy affirms Loblaw’s commitment to providing goods, services and facilities to persons with disabilities in a way that respects their dignity, independence, and rights of equal opportunity and access.

1. Loblaw colleagues must communicate with persons with disabilities in ways that take the person’s disability into account.

2. Customers with disabilities are permitted to use their own assistive devices to obtain, use or benefit from Loblaw’s goods and/or services. It is the responsibility of the person to ensure that their assistive device is operated in a safe and controlled manner at all times.

3. Customers with disabilities accompanied by a service animal will have access to Loblaw premises with the animal and will be able to keep the animal with them, except in those areas in which the animal is excluded by law. When an animal is excluded from an area by law, other reasonable arrangements will be explored with the customer with the disability to allow the person to access the goods or services in that area.

4. Where a customer is accompanied by a support person, Loblaw colleagues must work with both the person with a disability and the support person to ensure equal access to goods and services.

5. Loblaw must provide notice to the public of any disruptions to facilities or services usually used by persons with disabilities, in advance of the disruption where possible, including information about the reason for and expected length of the disruption and a description of any alternative facilities or services that are available.

Loblaw ensures training is provided to all colleagues, volunteers, persons who provide goods, services or facilities on the Company’s behalf, and those who are involved in the development of Loblaw’s customer service policies, procedures and practices. Training includes:

• A review of Loblaw’s Customer Service Accessibility Policy and related practices;

• The purpose of standards regarding accessibility set by provincial legislation and related requirements;

• How to interact and communicate with persons with disabilities;

• How to support persons with disabilities who use an assistive device or require the assistance of a service animal or a support person;

• How to use assistive devices that may be available to assist persons with a disability;

• What to do if a person with a disability is having difficulty accessing Loblaw premises, goods, and/or services; and

• Loblaw's duty to accommodate under provincial Human Rights legislation.

Training is provided to all colleagues before or as soon as possible after the colleague commences employment, and whenever Loblaw alters its policies or practices regarding accessible customer service.

Loblaw ensures its process for receiving and addressing feedback is accessible by providing or arranging for the provision of accessible formats and communication supports, upon request. Members of the public may ask questions or provide feedback in the manner most convenient to them, including in-person, by telephone (1-800-296-2332), in writing, or online through our banner websites. Please direct written questions and feedback to Loblaw Companies Limited, c/o Customer Service, 1 President’s Choice Circle, Brampton, Ontario L6Y 5S5.

This Policy and Loblaw’s related practices and protocols will be made available to any member of the public upon request. The process by which a person may obtain these documents is posted on Loblaw’s website and in a conspicuous area in all Loblaw premises in which this Policy applies. When providing a document to a person with a disability, Loblaw will do so in a format that is accessible to the person.

Responsibility for the interpretation of this Policy rests jointly with the Chief Human Resources Officer, and the EVP and Chief Legal Officer.