Accessibility for Persons with Disabilities: Customer Service Policy

Purpose

Mister Safety Shoes is committed to excellence in providing and maintaining a working environment that is based on respect for the dignity and rights of all of our clients, customers and other partners to the organization.  We are also committed to giving persons with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

Policy

A. Providing Goods and Services to People with Disabilities
Mister Safety Shoes is committed to excellence in serving all customers including persons with disabilities, and we will carry out our functions and responsibilities in the following areas.

Communication

Mister Safety Shoe’s will communicate to people with disabilities in ways that take into account their disability.
We will train our staff on how to interact and communicate with people with various types of disabilities.
We will train Mister Safety Shoe’s staff to communicate with customers in plain language and to speak clearly. We will offer to communicate in a written format (i.e. email) if telephone communication is not suitable to their communication needs or is not available.

Assistive Devices

Mister Safety Shoe’s is committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our goods and services.
Mister Safety Shoes will train staff how to identify assistive devices and properly respond to people using an assistive device.

Billing

Mister Safety Shoe’s is committed to providing accessible notices or invoices to all our customers. For this reason, statements or invoices will be provided in alternative formats upon request (e.g. printed copies, large print, email)

B. Use of Service Animals and Support Persons
We are committed to welcoming persons with disabilities who are accompanied by a service animal on parts of our premises that are open to public and other third parties. We will also ensure our staff, volunteers and others dealing with the public are properly trained in how to interact with person with disabilities who are accompanied by a service animal.

We are committed to welcoming persons 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 Mister Safety Shoes premises with his or her support person.  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. There are no applicable fees for support persons.

C. Notice of Temporary Disruption
Mister Safety Shoes will make reasonable effort to provide customers with notice in the event of a disruption in the facilities or services usually used by all our customers including persons with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. We will not be able to give adequate notice in case of an emergency temporary disruption.

The notices will be placed at all public entrances and service counters on our premises.

D. Training for Staff
Mister Safety Shoes will provide training to all employees, volunteers and others involved who deal with the public or third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures.

In addition, training will be provided to Mister Safety Shoe’s employees as part of orientation training for new employees, and on a continuing basis as required.
Training will include:

  • The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
  • Information about Mister Safety Shoe’s policies, procedures, and guidelines pertaining to the provision of services to persons with disabilities;
  • How to interact and communicate with people with various types of disabilities;
  • What to do if a person with a disability is having difficulty in accessing our goods or services;
  • How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or a support person;
E. Feedback Process
The ultimate goal of Mister Safety Shoes is to meet and surpass customer expectations while servicing customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.Feedback regarding the way Mister Safety Shoes provides goods and services to person with disabilities can be made by email, verbally, or in writing. All feedback should be directed to:
Mister Safety Shoes,
Operations Manager at:
416-746-3000 x 33 (or) 1-800-707-0051
2300 Finch Ave. W. Unit 6
Toronto, Ontario  M9M 2Y3F
Modifications to this or Other PoliciesWe are committed to developing customer service policies that respect and promote the dignity and independence of persons with disabilities. Therefore, no changes will be made to this policy before considering the impact on persons with disabilities. Any policy of Mister Safety Shoes that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed.

Questions About this Policy

The purpose of this policy is to provide a framework through which Mister Safety Shoes can achieve service excellence for people with disabilities. If anyone has questions about this policy, please contact: Mister Safety Shoes, Operations Manager at info@mistersafetyshoes.com