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Accessibility for Ontarians with Disabilities Act

Customer Service Accessibility Policy

Customer Service Accessibility Plan



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Policy Details


The Clorox Company of Canada, Ltd. (Clorox) has adopted this policy in the pursuit of providing consistently high customer service standards for all clients, regardless of race, creed, age, gender, or disability.

All customer service provided by Clorox shall follow the ideals of dignity, independence, integration and equal opportunity. We will meet or exceed all applicable legislation regarding the provision of customer service.


All permanent salaried employees of the Clorox Company of Canada Ltd, and any of its affiliated Canadian businesses, who work at least 20 hours per week as well as customer facing hourly positions.


Persons with Disabilities – Any person that has a disability as defined under the Ontario Human Rights Code (e.g. Person with a Visual Impairment, Person with a Hearing Impairment, etc.).

Service Animals – Animals specially trained to assist a person with a disability.

Support Persons – Any person that accompanies and assists a person with a disability.

Service Animals

Service animals will be allowed access to Clorox premises, except in areas where otherwise prohibited by law (e.g. Food Preparation Areas).

Where service animals are not clearly identified, a staff member will ask the owner to provide appropriate documentation.

Assistive Devices

All premises are accessible, with some exceptions and allow the use of assistive devices, including but not limited to:

  • Wheelchairs- some limited access
  • Walkers
  • White Canes
  • Note taking devices
  • Portable magnifiers
  • Recording machines
  • Assistive listening devices
  • Personal oxygen tanks
  • Devices for grasping

Support Persons

Clorox shall waive any applicable access fees to the premises and/or company run events for a support person that accompanies a person with a disability.

Unless there is a genuine safety concern, support persons shall be allowed to accompany the customer at all times. If confidential information needs to be shared, consent will be obtained from the customer, prior to any conversation.

Feedback Process

Clorox shall provide customers with the opportunity to provide feedback on the service provided to them. Feedback forms along with alternate methods of providing feedback such as, verbally, over the phone, through email will be available upon request.

All customers will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

Notice of Disruptions in Service

Clorox will provide as much advance notice as is possible regarding any planned or unplanned disruption in service, or availability of accessible products / services.

Service Disruptions will be posted in writing at all entrances, and at the point of disruption. Where possible, we will make every effort to provide notice to customers over the phone, and on our website.


Staff will be required to complete all company provided Customer Service Accessibility Training. The training provided will include best practices for interactions with customers with a disability.


Accessibility Coordinator

The Accessibility Coordinator is appointed by the company and shall:

  1. Review this policy on an annual basis, and revise where necessary.
  2. Provide customers and interested parties with a copy of this policy upon request.
  3. Make this policy available in alternate formats upon request.
  4. Ensure that all staff members are appropriately trained regarding the customer service accessibility act.
  5. Ensure that notice is provided for any disruption of service.
  6. Collect and follow up on all customer feedback.


All required staff will be required to:

  1. Complete Customer Service Accessibility Training.
  2. Provide consistently high levels of customer service to all customers, and ensure that they are served in a manner that allows access to all products and services offered.
  3. Employ the skills and knowledge presented in the customer service accessibility training program to ensure that customers are served appropriately.
  4. Inform management of any issues regarding accessibility, or disruptions in service.
  5. Adhere to the Customer Service Accessibility Policy at all times.
  6. Provide assistance to customers where necessary, and ensure that all walkways are kept clear at all times.
  7. Obtain consent from the customer in the event that confidential information must be shared with a support person.


Services Ontario

Accessible Customer Service Plan Details

Providing Goods and Services to People with Disabilities

The Clorox Company of Canada Ltd. is committed to excellence in serving all customers including people with disabilities by making its facilities, company information and services more accessible.


All permanent salaried employees of the Clorox Company of Canada Ltd, and any of it's affiliated Canadian businesses, who work at least 20 hours per week as well as customer facing hourly positions.

Assistive devices

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

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.

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. We will notify customers of such arrangements through a notice posted on our premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities The Clorox Company of Canada Ltd. will notify customers promptly. This notice will be posted in writing at all entrances. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. Where possible, we will make every effort to provide notice to customers over the phone, and on our Clorox Canada website.


The Clorox Company of Canada Ltd. will provide training to all permanent salaried employees of the Clorox Company of Canada Ltd, and any of its affiliated Canadian businesses, who work at least 20 hours per week as well as customer facing hourly positions.

Individuals in the following positions will be trained:

  • All salaried positions
  • Customer facing hourly positions

Training will be provided to required staff within the first month of employment. Training will include:

  • An overview of the Accessibility for Ontarians with Disability Act, 2005 and the requirements of the customer service standard
  • An overview of the other four accessibility standards that will lead the way to an accessible Ontario by 2025
  • The Clorox Company of Canada Ltd. plan related to the customer service standard
  • Guidelines on how to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • What to do if a person with a disability is having difficulty in accessing The Clorox Company of Canada Ltd. goods and services.

Staff will also be trained when changes are made to The Clorox Company of Canada Ltd. plan.

Feedback Process

Customers who wish to provide feedback on the way in which The Clorox Company of Canada Ltd. provides goods and services to people with disabilities can e-mail, phone or mail their feedback. All feedback can be directed to Accessibility Coordinator.

Customers can expect to hear back in 3 business days. Complaints will be addressed according to our organization's regular complaint management procedures.

Communication of the Plan

The Accessibility Plan can be found on the Clorox Canada website. Copies of the Accessibility Plan or alternate formats can be requested by contacting Accessibility Coordinator at:

Voice: 905-789-2476


Services Ontario



If you have questions about this plan; contact the Accessibility Coordinator

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