Accessibility Standards for Customer Service Plan

Overview

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA), is a law passed by the Ontario legislature that allows the government to develop specific stands of accessibility and to enforce them.
The accessibility standard for customer service is the first standard developed under the AODA and is developed to assist organizations and Ontarians to limit the barriers for people with disabilities and all Ontarians to have equal access to goods and services in Ontario.

Policy Statement

In accordance with the Accessibility for Ontarians with Disabilities, Ontario Regulation 429/07, Accessibility Standards for Customer Service, it is Sarmazian Brothers Limited policy to be dedicated to providing a surrounding that is accessible to all people who come to our stores where possible consistent with the following principals to guide us as stated in the Accessibility Standard for Customer Service

1. Dignity and independence – goods and services will be provided in a manner that respects the dignity and independence of persons with disabilities.

2. Integration – accommodating a person with a disability in the same manner and place as any other customer unless an alternate measure is necessary to obtain, use or benefit from the goods or services.

3. Equal opportunity- to provide persons with disabilities access to goods and services equal to that given to others.

Definitions

Disability– as Defined under the act:

a. any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-coordination blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
b. a condition of mental impairment or a developmental disability,
c. a learning disability, a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
d. a mental disorder, or
e. an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997;

Assistive devices- Any piece of equipment a person with a disability uses to help with daily living. Persons with disabilities are permitted, where possible to use their own Assistive Devices when at our Stores. If there are any obstacles that are in the way of the Assistive devices we will ask how we are able to accommodate and if we can find an alternative method to serve their needs.

Communication

We will communicate with people with disabilities in ways that take into account their disability.
Service animals are animals that have been trained to perform tasks that assist people with disabilities.
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 Person

A person who accompanies a person with a disability can be a paid support worker, family member or friend. Support persons help someone with a disability to perform daily tasks.

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

In the event of a planned or unexpected disruption to our stores and services for customers with disabilities, Sarmazian Brothers Limited will notify customers promptly.

We will clearly post a notice that will include information for the reason for the disruption and :anticipated time of, and if available alternative facilities or services.A notice will be posted at our Front Doors and our Website.

Training

Sarmazian Brothers Limited will provide training to employees and others who deal with the public or other third parties on our behalf.

All Sarmazian Brothers Staff will be trained.

Training will include An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard. Sarmazian Brothers Limited accessible customer service plan. How to interact with communicate with people with different types of disabilities. 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 accessing Sarmazian Brothers good and services.

Staff will also be trained when changes are made to our customer service plan.

This Training will be provided to staff two to three weeks after the date of hire.

Documentation of training of employees training will be kept on file.

Feedback Process

Customers who wish to provide feedback on the way Sarmazian Brothers Limited provides goods and services to people with disabilities can:

Contact us through our website using the Contact us section, by calling our stores and ask to speak to the manager or owner, can send us mail with feedback and suggestions for our plan.

All feedback will be directed to the store Manager. Customers can expect to hear back within a week. Complaints will be addressed promptly.

Modifications to this or other policies

Any Policy of Sarmazian Brothers Limited that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.