CUSTOMER SERVICE PLAN – OUR COMMITMENT

At Steeves & Rozema, we are committed to doing things the right way – and that includes providing excellent customer service to everyone, including people with disabilities.

This commitment means that we do our best to provide our goods and services to people with disabilities in a manner that respects their dignity and independence, while at the same time giving them 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 all our other customers.

POLICIES, PRACTICES & PROCEDURES

As part of this commitment, we have established various policies, practices and procedures for the way our goods and services are provided to people with disabilities. These include the following areas:

1. Assistive Devices

At Steeves & Rozema we are committed  to serving people with disabilities who use, or who may benefit from the use of, assistive devices – whether to access our goods or services, or for other reasons because of their disability. Our Team Members have been trained and are familiar with various types of assistive devices that may be used by customers with disabilities while accessing our goods and services.

2. Communication

We recognize that people with disabilities may communicate differently because of their disability. At Steeves & Rozema we are committed  to communicating with customers with disabilities in ways that take the nature of their disability into account.

3. Service Animals

We welcome people with disabilities who use service animals. Service animals are allowed on any part of Steeves & Rozema's premises that are open to the public or other third party premises (except where otherwise prohibited by law).

Most of the time, our Team Members will be able to easily identify whether an animal is being used as a service animal or not. In the rare situation when it is not readily apparent, our Team Members may ask for a letter from a physician or nurse confirming that the service animal is required for reasons relating to a disability.

4. Support Persons

We also welcome people with disabilities who are accompanied by support persons. Steeves & Rozema recognizes that some people with disabilities may have support people i.e. paid professionals, volunteers, family members or friends – to help them with communication, mobility, personal care, medical needs or accessing our goods and services.

Support persons are allowed on any part of Steeves & Rozema's premises that are open to the public or other third parties. At no time will a person with a disability be prevented from having access to his/her support person while on such premises.

Steeves & Rozema currently does not charge any fees that would apply to support persons. Should this change, notice of such admission fee will be posted in each applicable workplace.

TEMPORARY DISRUPTIONS

We recognize that people with disabilities often rely on certain facilities or services being available at Steeves & Rozema (i.e. accessible washrooms; elevators; ramps; disabled parking etc.).

As part of our commitment to providing accessible customer service, we promptly notify customers whenever there is a temporary disruption – whether it is planned or unplanned – in such facilities or services. This notice includes the reason for the disruption, its anticipated duration, and any alternative facilities or services available.

Further information about Steeves & Rozema's Temporary Disruption policy and related processes can be obtained directly at the site level or by contacting our Accessibility Officer.

STAFF TRAINING

We are committed to providing training to all employees, volunteers and others who deal with the public or other third parties on behalf of Steeves & Rozema. This same training is provided to others at Steeves and Rozema who are involved in establishing the policies, practices and procedures for the manner in which our goods and services are provided to people with disabilities.

We strive to have this accessible customer service training provided to all Team Members within 30 days of being hired or transferred into an applicable position. After that, we provide update training on an ongoing basis whenever changes are made to the way in which our goods and services are provided to people with disabilities.

FEEDBACK PROCESS

When it comes to providing accessible customer service, we will always try our best and will certainly learn from any mistakes. This is why we encourage and appreciate hearing about how we are doing – both good and bad.

Feedback may be provided in person, by telephone, in writing, or by sending an email or otherwise. The Customer Feedback Form may be used to provide such feedback, but is not mandatory.

Feedback may be provided:

AVAILABILITY OF ACCESSIBLE CUSTOMER SERVICE DOCUMENTS

When it comes to accessible customer service, we have no secrets. All of our Accessible Customer Service Documents are available to the public upon request, and we are happy to share them with you. Just ask!

Further information about Steeves & Rozema's Accessible Customer Service Documents can be obtained directly at the site level or by contacting our Accessibility Officer.

• An overview of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of its 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 support person;
• How to use any equipment or devices available at S&R Group or otherwise that may help provide our goods and services to people with disabilities; and
• What to do if a person with a disability is having difficulty accessing our goods and services.