FOR CLIENTS WITH DISABILITIES:
The Muskoka Store strives at all times to provide its merchandise and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our merchandise and services and allow them to benefit from the same services, in the same place and in a similar way as other customers.
1. Providing merchandise and services to people with disabilities
The Muskoka Store is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:
We will communicate with people with disabilities in ways that take into account their disability.
We will train associates who communicate with customers on how to interact and communicate with people with various types of disabilities.
1.2 Telephone services
We are committed to providing fully accessible telephone service to our customers. We will train associates to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
We will offer to communicate with customers by phone text, e-mail, mail and TTY Relay Service if telephone communication is not suitable to their communication needs.
1.3 Assistive devices
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our merchandise and services. We will ensure that our associates are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our merchandise or services.
We will also ensure that associates know how to use the following assistive devices available on our premises for customers: TTY Relay Service, location of elevators/escalators.
We are committed to providing accessible receipts to all of our customers. For this reason, receipts will be provided in the following formats upon request: hard copy and e-mail.
We will answer any questions customers may have about the content of the receipt in person, by telephone or by e-mail.
2. Use of service animals and support persons
We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all Associates and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter all The Muskoka Store premises with his or her support person, including fitting rooms. 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.
3. Notice of temporary disruption
The Muskoka Store will provide customers with notice in the event of a planned or unexpected disruption in our stores or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration and a description of alternative services, if available.
The notice will be placed at all public entrances and service desks on our premises.
4. Training for Associates
The Muskoka Store will provide training to all associates and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures.
This training will be provided within three months after associates commence their duties. Training will include the following:
- In Ontario - the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standards
- In Manitoba - the purposes of the Accessibility for Manitobans Act, 2013 and the requirements of the customer service standards
- How to interact and communicate with people with various types of disabilities
- How to interact with people with disabilities who use an assistive device
- How to interact with people who require the assistance of a service animal or a support person
- How to use the TTY Relay Service
- What to do if a person with a disability is having difficulty in accessing The Muskoka Store's merchandise and services
- The Muskoka Store's policies, practices and procedures relating to the customer service standard.
Applicable associates will be trained on policies, practices and procedures that affect the way merchandise and services are provided to people with disabilities. Associates will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
5. Feedback process
We actively encourage the participation of all customers in our feedback process. The ultimate goal of The Muskoka Store is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way The Muskoka Store provides merchandise and services to people with disabilities can be made by:
- E-mail to firstname.lastname@example.org
- Verbally to any management associate in the store
- Feedback cards available at all service desks
All feedback will be directed to Bruce Clark, CEO of The Muskoka Store. Customers can expect to hear back within 48 hours via telephone call from the executive office. Alternatively, customers will be contacted through their preferred communication method (e-mail or mail) as indicated with their feedback.
6. Modifications to this or other policies
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.
Any policy of The Muskoka Store that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
7. Questions about this policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to Bruce Clark, CEO of The Muskoka Store at email@example.com.
We are pleased to offer a summary of our customer service and accessibility policies. To receive your copy in a format that is most useful to you, please contact the The Muskoka Store via phone or via mail to our Gravenhurst location.
8. Multi Year Accessibility Plan
In line with the Integrated Accessibility Standards Regulations (“IASR”) under the AODA, The Muskoka Store has established, implemented, and maintains and documents an Accessibility Policy and a Multi-Year Accessibility Plan which outlines our strategy to prevent and remove barriers for persons with disabilities meet the requirements under the IASR.