Accessibility standard for Customer Service

Providing goods and services to people with disabilities

WPCI is committed to excellence in serving all customers including people with disabilities.

Assistive devices

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

Communication

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.

Notice of Temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, WPCI 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 at­­­­the main entrance.

Training for staff

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

Individuals in the following positions will be trained:

·         Customer service representatives

·         Store Managers

·         Account Managers

This training will be provided to staff within the first two weeks of employment.

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of  the customer service standard
• WPCI’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 WPCI’s goods and services

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

Feedback process

Customers who wish to provide feedback on the way WPCI provides goods and services to people with disabilities can cwallace@wpci.com

All feedback will be directed to Crystal Wallace.

Customers can expect to hear back in within 72 hours

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

Modifications to this or other policies