Metro Ontario Inc.
Customer Service Accessibility Policy, Practices and Procedures
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.
The Policy applies to all staff who provide goods and/or services to customers within Metro Ontario Inc., or on its behalf.
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 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:
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
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
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
(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
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:
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
Sample Documents for Notifying the Public about Temporary Disruptions:
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.