Providing goods & services to people with disabilities

Assistive devices

We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.


We will communicate with people with disabilities in ways that take into account their disability.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

Support persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
Fees will not be charged for support persons to enter our premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, the Company will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be placed on our company website, and/or at the facility where required.

Training for our staff

The Company will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf.

This training will be provided to staff within the first month of their employment with the Company and will include:

An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.

The Company’s plan related to 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 a support person.

What to do if a person with a disability is having difficulty in accessing the Company’s goods and services.

Staff will also be trained when changes are made to our plan.

Feedback process

Customers who wish to provide feedback on the way the Company provides goods and services to people with disabilities can send us an email to, call Human Resources or write a letter to the company.

All feedback will be directed to the Director of Human Resources. Customers can expect to hear back within 10 business days.

Complaints will be addressed according to our organization’s regular complaint management procedures.