This policy is intended to meet the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005 and applies to the provision of goods and services to the public or other third parties, not to the goods themselves. The core principles of independence, dignity, integration and equality of opportunity will be respected when dealing with all people.
Independence: Allowing a person with a disability to do things on their own without unnecessary help, or interference from others.
Dignity: Service is provided in a way that allows the person with a disability to maintain self-respect and the respect of other people. People with disabilities are not treated as an afterthought or forced to accept lesser service, quality or convenience.
Integration: Service is provided in a way that allows the person with a disability to benefit from the same services, in the same place, and in the same or similar way as other customers, unless an alternate measure is necessary to enable the person to access goods or services.
Equal Opportunity: People with disabilities have an opportunity equal to that given to others to access your goods or services.
A. The Provision of Goods and Services to Persons with Disabilities
B. The Use of Assistive Devices
C. The Use of Guide Dogs, Service Animals and Service Dogs
D. The Use of Support Persons
E. Notice of Service Disruptions
F. Feedback Process
G. Training
H. Notice of Availability and Format of Required Documents
Avondale will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:
• ensuring that all customers receive the same value and quality;
• allowing customers with disabilities to access goods and services in their own ways, at their own pace as long as this does not present a safety risk;
• using alternative methods, if necessary. and when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
• taking into account individual needs when providing goods and services;
and
• communicating in a manner that takes into account the customer's disability.
Customers own assistive device(s): Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Avondale. In cases where the assistive device presents a safety concern or where accessibility might be an issue, reasonable steps will be taken to remove barriers to the use of an assistive device, or other measures will be used to ensure the access of goods and services.
A customer with a disability that is accompanied by a guide dog or service dog will be allowed access to premises that are open to the public.
Applicable Law:
The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, normally does not allow animals in places where food is manufactured, prepared, processed, handled, served, displayed, stored, sold or offered for sale. It does allow guide dogs and service dogs to go into places where food is served, sold or offered for sale.
Care and Control of the Animal:
The customer that is accompanied by a guide dog, service dog or service animal is responsible for maintaining care and control of the animal at all times.
If a customer with a disability is accompanied by a support person, Avondale will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person. In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Avondale. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use Avondale goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.
Notifications will Include:
In the event that a notification needs to be posted, the following information will be included unless it is not readily available or known:
• goods or services that are disrupted or unavailable
• reason for the disruption
• anticipated duration
• a description of alternative services or options
When disruptions occur, Avondale will provide notice by:
• posting notices in conspicuous places including at the point of disruption, at
the main entrance and at the nearest accessible entrance to the service disruption.
F. Feedback Process
Avondale shall provide customers and/or guests with the opportunity to provide feedback on the service provided to customers with disabilities. Customers and/or guests can call 905-562-4173 or email accessibility@avondalestores.com.
Customers and/or guests that provide formal feedback will receive acknowledgement of their feedback, along with information about any resulting actions that were taken based on the concerns or complaints that were submitted.
Avondale will ensure that its processes for receiving and responding to feedback are made available to persons with disabilities in an appropriate, accessible format or communication support, upon their request.
Avondale will provide training to employees who deal with the public or other organizations on behalf of Avondale and all those who are involved in the development and approval of client service policies, practices and procedures.
If you have any questions or concerns about this policy or its related procedures please contact:
Avondale Stores Limited.
Accessibility Department
PO Box 130
Jordan Station, ON L0R 1S0
accessibility@avondalestores.com
This policy and its related procedures will be reviewed as required in the event of legislative changes.
