Policy on Accessibility for Customer Service

INTRODUCTION

Our organization is dedicated to upholding the Accessibility Standard for Customer Service. We believe in the principles of dignity, independence, integration, and equal opportunity for individuals with disabilities. In cases where barriers to accessing our goods or services cannot be eliminated, we are committed to providing alternative methods to ensure access. The following policy outlines our commitment to meeting the Accessibility Standard for Customer Service and applies to all employees, volunteers, and management.

1: COMMUNICATION NEEDS

We ensure that our customers’ communication needs are met.
Practices & Measures:

• We offer various communication methods, including written communication, reading aloud, and taking the time to explain things when appropriate.
• We keep paper and pens available for writing down information.
• For extended conversations, we offer chairs or stools.
• We clarify receipts if customers require it.
• We utilize Google Translate for non-English-speaking customers.
• We use easy-to-read signs and documents with larger fonts and good color contrast, avoiding messages on images.
• Our signs and documents are written in plain language.

2: ASSISTIVE DEVICES

We accommodate the use of assistive devices when customers access our goods, services, or facilities.
Practices & Measures:

• We do not touch or move customers’ assistive devices without permission.
• In cases of significant health or safety concerns, we explore alternative solutions to ensure access.

3: SUPPORT PERSONS

We allow service animals on our premises.
Practices & Measures:

• We respect service animals as working animals and do not distract them without the owner’s permission.
• We can identify service animals by their harness or vest and the assistance they provide.
• We refrain from inquiring about the disability.
• We expect the handler to maintain control of the service animal.
• If a service animal is not under control, we may issue a warning to the handler.

4: SERVICE ANIMALS

We allow service animals on our premises.
Practices & Measures:

• We respect service animals as working animals and do not distract them without the owner’s permission.
• We can identify service animals by their harness or vest and the assistance they provide.
• We refrain from inquiring about the disability.
• We expect the handler to maintain control of the service animal.
• If a service animal is not under control, we may issue a warning to the handler.

5: ACCESSIBILITY FEATURES

We maintain our accessibility features to ensure barrier-free access to our goods, services, and facilities.
Practices & Measures:

• Our space is organized to accommodate wheelchairs, electric scooters, and walkers.
• We keep aisles, entrances, and till areas clear of clutter.
• Our entrance areas are kept free of ice and snow.
• Standing signs are positioned to avoid tripping hazards.
• We use audio and visual cues to inform customers of their turn.
• When our premises are inaccessible, we offer alternative services, such as online delivery, phone orders, carryout service, or home delivery.

6: UNAVAILABLE ACCESSIBILITY FEATURES

We inform the public when and why an accessibility feature is temporarily unavailable, providing details on the duration and alternative access methods.
Practices & Measures:

• If an accessibility feature is temporarily unavailable, we post notices explaining the reason, duration, and alternative access methods.
• We work with customers to find other ways to access our goods and services.
• We communicate disruptions through various means, including our website, social media, in-person interactions, phone calls, and recorded messages.

7: FEEDBACK

We welcome and respond promptly to feedback on the accessibility of our goods and services, maintaining records of actions taken and providing information in accessible formats upon request.
Practices & Measures:

• Feedback can be submitted through various channels, including in-person visits, phone calls, emails, our website, or feedback forms.
• The Management Team reviews and responds to feedback, notifying customers of the review process and the expected response time.
• We respond to feedback in a way that aligns with the individual’s communication needs.

8: EMPLOYEE TRAINING

We provide mandatory training on accessible customer service to employees, volunteers, and management.
Practices & Measures:

• New employees and management receive training within two weeks of hiring.
• Refresher training is offered regularly, including updates to policies and practices, with annual training sessions.
• The Payroll Clerk maintains records of who has received training.
• Feedback on accessibility is discussed in staff meetings or conference calls.

9: WRITTEN RECORD

We maintain written records of our accessibility and training policies and make them available to the public upon request.
Policies & Measures:

• Our accessibility and training policies are available to the public upon request through various communication channels.