OUR SERVICE ACCESSIBILITY POLICY
Customer Service Accessibility Policy
Providing Goods and Services to People with Disabilities
We strive to provide excellence in serving all customers, including people with disabilities. We are committed to eliminating barriers and improving accessibility for persons with disabilities and to providing goods and services in a way that respects the dignity and independence of people with disabilities. People with disabilities will be given the same opportunity to access and benefit from our goods and services, in the same place and in a similar way as other customers.
When communicating with a person who has a disability, we will communicate in a manner that takes into account the person’s disability.
We will train employees who communicate with customers on how to interact and communicate with people with various types of disabilities.
We are committed to providing fully accessible telephone services to our customers. We will train employees to communicate with customers over the telephone in clear and plain language. We will offer to communicate with customers by email if telephone communication is not suitable for their needs or is not available.
We are committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our employees are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
We welcome persons with disabilities who are accompanied by service animals. Service animals are allowed on the parts of our premises that are open to the public.
We will ensure that all employees are properly trained on how to interact with people with disabilities who are accompanied by a service animal.
Any person with a disability who is accompanied by a support person will be allowed to enter our premises with his or her support. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
Notice of Temporary Disruption in Service
We will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by persons with disabilities. This notice will include information about the reason for disruption, its anticipated duration, and a description of alternative facilities or services, if available.
This notice will be placed at all public entrances and at the point of disruption. This notice will be provided in accessible formats as required.
We will provide training to all employees, volunteers and others who deal with the public or other third parties on our behalf, and to all individuals who are involved in the development and approval of the customer service policies, practices and procedures.
Training must be completed during the employee orientation process.
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
- How to interact and communicate with people with various types of disabilities.
- How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person.
- What to do if a person with a disability is having difficulty in accessing Bushtukah’s goods and services.
- Bushtukah’s Customer Service Accessibility Policy (this document)
Training records will be kept, including dates when the training is delivered, the number of employees to who the training was provided and their names. Staff will also be trained when changes are made to our accessible customer service plan.
Bushtukah is committed to providing excellent customer service. We welcome and appreciate feedback, questions or concerns from our customers on all issues, including the way we provide goods and services to people with disabilities.
Feedback can be provided in person at our retail locations by speaking with the manager or supervisor on duty or by completing a feedback form. All feedback will be directed to the Store Manager at each location.
Feedback can also be provided via email to firstname.lastname@example.org or by completing the AODA Customer Feedback Form. This link will provide a printable PDF copy of our Accessible Customer Service Policy.
If you choose to provide feedback by letter or telephone, the contact information is below:
Attn: Customer Service
2680 Queensview Dr.
Ottawa, ON K2B 8J9
Toll Free: 1-888-993-9947
Bushtukah 203 Richmond Rd (Westboro): (613) 792-1170
Bushtukah 5607 Hazeldean Rd (Stittsville): (613) 831-3604
We will make reasonable efforts to address concerns or complaints immediately. Customers can expect to hear back in no more than 3 days.
Availability of Accessible Customer Service Documents
We shall, upon request, give a copy of this policy to any person. A copy of this document is available here or can be obtained at any of our retail locations. If a person with a disability requests a copy of this policy, we will provide the policy, or the information contained within the policy, in a format which takes into account the person’s disability.
Accommodation of Employees with Disabilities
We are committed to developing individualized accommodation plans for employees with disabilities upon request. Each individual plan is developed jointly between the employee with a disability and their Manager and development is supported as needed by any required outside expertise. Plans will be reviewed regularly by employees with disabilities and their Manager for any needed changes.
Modifications to this or other policies
Any policy of Bushtukah Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.