ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES
Policy for Employees of William Ashley China Corporation
CUSTOMER SERVICE POLICY STATEMENT
William Ashely China Corporation is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.
In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, Accessibility Standard for Customer Service, William Ashley China Corporation is committed to providing all customers, vendors, contractors, employees and other persons with goods, services and employment in an accessible manner that respects dignity and independence of persons with disabilities.
William Ashley China Corporation understands the obligation and is committed to complying with both the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the Ontario human Rights Code. The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) accessibility standard does not substitute or limit its obligations to people with disabilities under any other law.
William Ashley China Corporation is committed to providing access to its goods, services and facilities in a manner that is consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities so as to enable a person with a disability to obtain, use or benefit from our goods and services.
William Ashley China Corporation is committed to providing all employees with the required training to ensure compliance with the Accessibility for Ontarians with Disabilities Act, 2005 ("AODA") and Regulation 429/07 "Accessibility Standards for Customer Service."
NOTICE OF AVAILABILITY OF DOCUMENTS
William Ashley China Corporation will notify the public that documents related to accessible customer service are available upon request.
William Ashley China Corporation will provide this document in an accessible format or with communication support on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.
POLICY AND TRAINING GUIDE FOR EMPLOYEES OF WILLIAM ASHLEY CHINA CORPORATION
William Ashely China Corporation will provide accessible customer service training to all employees. Employees will be trained on accessible customer service on their first day of employment. Employees will also be trained when changes are made to our accessible customer service policies.
- The purpose and scope of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
- How to interact and communicate with customers and employees with various types of disabilities.
- How to interact with customers and employees with disabilities who use an assistive device.
- How to interact with customers and employees with disabilities who require the assistance of a service animal.
- How to interact with customers and employees with disabilities who require the assistance of a support person.
- Notice of temporary disruption to services or facilities.
- Feedback process for customers and employees.
PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES
1. Purpose & Scope
- To provide access to goods and services, for individuals with disabilities, as defined under the Ontario Human Rights Code. The Human Rights Code definition of "disability" is:
- 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 and degrees of paralysis, amputation, lack of physical co-ordination, 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.
- A condition of mental impairment or a development disability.
- A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language.
- A mental disorder, or
- An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997 ("handicap")
- To communicate and respond to the needs of customers with disabilities and to provide excellent customer service
- To comply with AODA (Accessibility for Ontarians with Disabilities) as required. This policy applies to all employees, agents, and contractors of the Company
Employees will interact and communicate professionally with all people including those with various types of disabilities. In the event where communication is limited, employees will take the person’s disability into account and use different communication methods (i.e., if a customer is deaf, employees can use a pen and paper to communicate versus speaking loudly) and provide alternate communication formats upon request. Where possible and necessary, employees will ask the person how best to communicate with them.
3. Assistive devices
Assistive devices used by a person with a disability will be welcomed on Company premises that are open to the public. Examples of assistive devices include wheelchairs, canes, walkers etc.
4. Use of service animals
A customer with a disability is able to bring a service animal on Company premises and keep the service animal with them, unless such animal is otherwise excluded by law from the premises. Employees should refrain from touching or addressing the service animal without permission. The management team member on duty is to make alternate arrangements for employees in case of allergies or phobias related to the service animal. Those alternate arrangements may include removing the employee from the immediate area until such time that the service animal has left the premises.
5. Use of support person
A customer with a disability who is accompanied by a support person is permitted to accompany the customer anywhere on our premises where the customer would otherwise be permitted. When assisting the customer with the disability, employees will speak directly to the customer and not the support person, unless necessary to accommodate the person with the disability.
6. Temporary disruption of accessible service
In the event of a planned or unexpected disruption to services of facilities for customers with disabilities, William Ashley China Corporation will notify customers promptly. Notification will be clearly posted and will include information regarding the reason for the disruption, its anticipated length of time and a description of alternative facilities or services if available.
The notice will be made publicly available in the following ways:
Notification will be clearly posted and communicated by staff
7. Feedback process
The ultimate goal of William Ashley China Corporation is to meet and surpass customer expectations while serving our customers with disabilities. Feedback on our services regarding how well those expectations are being met are welcomed and appreciated. Customer feedback will assist us in identifying barriers and respond to concerns.
Feedback regarding the way we provide goods and services can be made by:
- Email: firstname.lastname@example.org
- Telephone: 416-964-2900 or toll-free: 1-800-268-1122
- Speak with a Store Manager
- Mail feedback to:
- B. Berman c/o William Ashley China Corporation
- 111 Creditview Road
- Vaughan, Ontario, Canada
- L4L 9T1
- All feedback will be directed to the General Manager, and customers can expect to hear back from us within five business days