Metro Ontario Inc.
Customer Service Accessibility Policy, Practices and
Procedures
Policy Statement:
The Customer Service Accessibility Policy (“the
Policy”) applies to employees, volunteers,agents and
contractors who provide goods and/or services to customers within
Metro Ontario Inc., or on its behalf (“staff”).
The Policy complies with the Accessibility for Ontarians with
Disabilities Act, 2005 (AODA). Metro Ontario Inc. is committed to
providing appropriate customer service to customers with
disabilities. This Policy of Accessibility Standards for Customer
Service is based on and adheres to the core principles of
independence, dignity, integration and equality of opportunity, for
customers with disabilities.
Staff will respond to customers requiring accessible customer
service in a respectful manner, with the appropriate accessibility
tools that Metro Ontario Inc. has available.
Application:
The Policy applies to all staff who provide goods and/or
services to customers within Metro Ontario Inc., or on its
behalf.
Confidentiality:
All interactions between customers and employees of Metro
Ontario Inc. regarding the application of this policy will be
considered confidential and will be disclosed only as required to
provide appropriate customer service or as required by law.
Feedback Process:
Feedback regarding Metro Ontario Inc.’s provision of
goods and/or services to customers with disabilities can be made
by: website at metro.ca and foodbasics.ca, toll free phone number
at 1-877-763-7374, Customer Comment Card which is available at our
Stores, in writing to Metro Ontario Inc. Accessibility Commitment,
5559 Dundas St. West, Toronto ON M9B 1B9, in person to Store
Management or by another method. All feedback will be directed to
the Customer Care Department. Response will be provided within
thirty days of receipt.
Documentation To Be Made Available:
This document will be made available to any member of the
public upon request. You can view our Customer Accessibility
Policy, Practices and Procedures at metro.ca or foodbasics.ca
or call us toll free at 1-877-763-7374 to request a copy in a
format that takes into account the person’s disability.
Metro Ontario Inc. and customers with disabilities may agree
on the format to be used.
Practices and Procedures:
Metro Ontario Inc. is committed to using reasonable efforts in
providing goods and services to all customers including customers
with disabilities and will carry out our functions and
responsibilities in the following areas:
(i) Communication
Metro Ontario Inc. is committed to ensuring that its staff is aware
of how to interact and communicate with customers with various
types of disabilities in ways that take into account the
person’s disability and will provide appropriate training to
its employees. Other non-employee staff is to be trained by their
employers.
(ii) Personal Assistive Devices
Metro Ontario Inc. is committed to ensuring that its staff is aware
of and familiar with various assistive devices that may be used by
customers with disabilities while accessing our goods and/or
services.
Metro Ontario Inc. will ensure that its employees dealing with
customers receive training/familiarization on how to interact with
customers who may utilize various assistive devices while accessing
our goods and/or services.
(iii) Guide Dogs and Service
Animals:
Metro Ontario Inc. is committed to ensuring that its staff welcomes
customers with disabilities who are accompanied by a guide dog or
service animal in the areas of our premises that are open to the
public.
(A “guide dog” is a dog trained as a guide for a
blind person and having the qualifications prescribed by the
Regulations under the Blind Persons’ Rights Act.)
(An animal is a “service animal” for a person with a
disability if it is readily apparent that the animal is used by the
person for reason relating to their disability or if the person
provides a letter from a physician or a nurse confirming that the
person requires the animal for reasons relating to the
disability.)
Metro Ontario Inc. will ensure that its employees
dealing with customers are trained on how to interact with
customers with disabilities who are accompanied by a guide dog or
service animal.
(iv) Support Persons:
Metro Ontario Inc. is committed to ensuring that its staff is
welcoming to customers with disabilities who are accompanied by a
support person in the areas of our premises that are open to the
public.
(A “support person” is a person who accompanies a
person with a disability to help with communication, mobility,
personal care, medical needs or with access to goods and/or
services.)
Metro Ontario Inc. will ensure that its employees dealing with
customers are trained on how to interact with customers with
disabilities who are accompanied by a support person.
(v) Notice of Temporary Disruption:
Metro Ontario Inc. will provide customers with notice in the event
of a planned or unexpected temporary disruption in the facilities
or services usually used by customers with disabilities.
When this type of disruption occurs, Store Management will ensure
that a notice will:
- be placed at all public entrances and customer service counters
- include information about the reason for the disruption
- include its anticipated duration
- include a description of alternative facilities or services, if available.
For a sample of Notice of Temporary Disruption, see
Appendix A.
Training for Employees:
Metro Ontario Inc. provides training to all employees who deal with
customers and all those who are involved in the development and
approval of customer service policies, practices and procedures.
Training includes the following:
-
The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 (OADA) and the requirements of the Accessibility Standards for Customer Service
-
A review of Metro Ontario Inc. Customer Service Accessibility Policy, Practices and Procedures relating to the Accessibility Standards for Customer Service
-
How to interact and communicate with customers with various types of disabilities
-
How to interact with customers with disabilities who use an assistive device or require the assistance of a guide dog or service animal or a support person
-
What to do if a customer with a disability is having difficulty in accessing goods and/or services
All active employees will be trained before January 1, 2012 on policies, practices and procedures that affect the way goods and/or services are provided to customers with disabilities. Employees returning from leave or hired on or after January 1, 2012 will be trained within two (2) weeks of their return date or hire date.
In locations where Company-provided equipment or devices are
available to assist customers with disabilities to access our goods
and/or services, employees will receive the relevant
training/instruction on how to use the
equipment and/or devices. Employees will also be trained when
changes are made to these policies, practices and procedures.
All staff who are not Metro Ontario Inc. employees shall undergo
training by their employers as required by the Accessibility for
Ontarians with Disabilities Act, 2005 (AODA) as a condition to
providing goods and/or
services to Metro Ontario Inc. customers.
Appendix A: (actual wording of notifications
may vary)
Sample Documents for Notifying the Public about Temporary
Disruptions:
| Date Dear Customers, The east elevators will be out of service from April 1 to 15 for routine maintenance. To access the upper level of the shopping centre, please use the elevators at the west end of the building next to the food court. We apologize for any inconvenience. If you have questions or concerns, please speak with Store Management. Thank you. Store Management |
|
Date |
Metro Ontario Inc.
AODA Customer Service Standard
Customer Service Accessibility
Policy Effective: January 1, 2012
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