Accessibility Standards for Customer Service
The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) was passed by the Ontario legislature with the goal of creating standards to improve accessibility across the province. One of the specific standards that has been developed, and made law, is the Accessible Customer Service Standard. The purpose of this Customer Service Standards Policy is to fulfill the requirements set out in regulation 429/07 to establish a policy for governing the provision of its goods or services to persons with that are afflicted with a disability (as defined under the Ontario Human Rights Code).
This policy shall apply to every team member who deals with members of the public, our Team Leaders and other third parties who may act on behalf of Wilson’s Business Solutions (“Wilson’s”)
Wilsons’ team leaders and team members shall use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles;
- The goods or services will be provided in a manner that respects the dignity and independence of persons with disabilities.
- Persons with disabilities will be given an opportunity equal to that given to others to obtain, use and benefit from the goods or services.
- Persons with disabilities may use assistive devices and/or support persons in the access of goods and services.
- Wilson team members when communicating with a person with a disability shall do so in a manner that takes into account the person’s disability.
Customer Correspondence and Feedback
Wilson’s shall, upon request by any individual, supply a copy of this guideline required under the Ontario Regulation 429/07 – Accessibility Standards for Customer Service.
To assist Wilson’s in ensuring that the delivery of goods and service to those with disabilities is provided in an effective and timely manner, the customer is invited to provide their feedback in writing through any of the following methods:
By mail: Attention: General Manager, Box 3005, Dryden, ON
By fax: (807) 223-3320
By e-mail: email@example.com
We will endeavor to respond to feedback received within 5 business days.
Service Animals and Support Persons
- Wilsons’ team members shall use reasonable efforts to allow persons with disabilities to use their own assistive devices (any auxiliary aid such as communication aids, cognition aids, personal mobility aids and medical aids i.e. canes, crutches, wheelchairs, or hearing aids) or be accompanied by their support person (any person whether a paid professional, volunteer, family member or friend that accompanies a person with a disability in order to help with communications, personal care or medical needs or with access to goods or services) to access goods and/or services. If, for any reason, a person is unable to access our retail store with their own assistive device, one of our team members will suggest alternatives such as using email, phone, fax or our online store to obtain information and/or place orders for our goods and services.
- Wilsons’ team members shall allow persons with disabilities to be accompanied by their guide dog or service animal (any animal individually trained to do work or perform tasks for the benefit of a person with a disability) unless the animal is excluded by law.
- Where an animal is excluded by law from the premises, the reason why the animal is excluded shall be explained to the persons with disabilities, and other reasonable arrangements to provide goods and services shall be explored with the assistance of the person with disability.
- When a service animal is unruly or disruptive (jumping on people, biting, or other harmful behavior) a team member may ask the persons with disability to remove the animal from the area or refuse access to goods or services. In this event, other reasonable arrangements to provide goods or services shall be explored with the assistance of the person with disability.
Service Disruption – Notice
- It is possible that from time to time there will be planned or unexpected disruptions in service (e.g. an entrance way that is under repair, renovations that limit access to an area, or technology that is temporarily unavailable).
- In the event that a disruption in service is planned or has unexpectedly occurred, a notice will be posted at the respective store location.
Every person who deals with the public on behalf of Wilsons, including team members and team leaders must complete training in relation to this Policy as outlined in Appendix A.
The training in this policy and in Appendix A will include:
- purpose of the Accessibility for Ontarians with Disabilities Act and the requirements of the customer service standard
- Wilson’s Business Solutions policy for accessible customer service
- how to interact with people with various types of disabilities
- how to interact with people who use an assistive device or require the assistance of a service animal or support person
- if applicable, information on how to use any equipment or devices available within the organization to help provide goods, services or facilities to people with disabilities
- what to do if a person with a disability is having difficulty accessing our organization’s goods, services or facilities
Training for newly hired team members will occur within the first month of hiring. As changes are made to our Accessibility Standards for Customer Service, these changes will be reflected in this guideline and Team Members will be trained accordingly.
Training records shall be kept, including the dates when the training is provided and the number of individuals to whom the training was provided.
Replaces guideline: HS-8 dated January 1, 2012
Effective date: June 14, 2019