Accessibility for Ontarians with disabilities Act, 2005

Customer Service Policy Statement

 

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, Accessibility Standard for Customer Service, European Boutique is committed to providing a high level of customer service for all customers, vendors, contractors and other persons who wish to access its goods, services or facilities. European Boutique is committed to providing access to its goods, services and facilities in a manner that respects the dignity and independence of individuals with disabilities and in a manner that is integrated so as to enable a person with a disability to obtain, use or benefit from our goods and services.

European Boutique will take all reasonable steps to ensure that all customers, vendors, contractors and others with disabilities have equal opportunity to access its goods, services and facilities.

 

Our commitment

 

In fulfilling our mission, European Boutique strives at all times to respect the dignity and independence of our customers with disabilities. We are committed to ensuring that people with disabilities are given the same opportunities in accessing our products and services, in a way that is similar to other customers. European Boutique is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

1. Communication
   We will communicate with people with disabilities in ways that take into account their disability, while maintain their dignity, and independence and allowing for equal opportunities.
   All staff in the position entailing customer communication will receive training on how to interact with individuals with different types of disabilities.
2. Assistive devices
   At European Boutique, we are dedicated to serving our customers using assistive devices to obtain, use or benefit from our products and services. It is our commitment to our customers that we will train our staff to be familiar with various assistive devices that individuals with disabilities might use while accessing our products and services.
3. Use of service animals and support persons
   European Boutique is committed to welcoming people with disabilities who are accompanied by a service animal in the areas of our premises that are open to the public and other third parties.
   European Boutique ensures that all staff and third parties are correctly trained on interacting with people with disabilities in accompaniment of a service animal.
   We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter European Boutique’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
4. Notice of temporary disruption
   European Boutique will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities, including escalators and elevators. This notice will contain the reason for the service disruption, the planned duration, and alternative service options that can be used for the duration of the disruption, where available.
   The disruption notice will be placed at main entrances to the store as well as immediately adjacent to the facility that is not functioning.
5. Training for staff
   European Boutique is committed to providing all staff who deal with customers and/or are involved in the development and implementation process of customer service policies, practices and procedures.
   Training will include the following:
    
   • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of 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 an area of the store or product.
   • European Boutique’s policies, practices and procedures relating to the customer service standard.
   • Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Training will continue to be ongoing as changes are made to these policies, practices and procedures.
6. Feedback process
   The ultimate goal of European Boutique is to meet and surpass customer expectations while serving our customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
   Feedback regarding the way we provide goods and services to people with disabilities can be made by:
   • Email: customerservice@european.ca
   • Speak with a Store Manager at the location in question
      Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures.

 

Integrated Accessibility Standards Policy

 

The following policy has been established by European Boutique to govern the provision of services with Regulation 191/11, “Integrated Accessibility Standards” (“Regulation”) under the Accessibility for Ontarians with Disabilities Act, 2005.

These standards are developed to break down barriers and increase accessibility for persons with disabilities in the areas of information and communications and employment.

European Boutique is governed by this policy as well as the Accessibility Standards for Customer Service Policy and the Accessibility for Ontarians with Disabilities Act, 2005 in meeting the accessibility needs of persons with disabilities.

 

Commitment

 

European Boutique is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of persons with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

This policy will be implemented in accordance with the time frames established by the Regulation.

 

Accessibility Plan

 

European Boutique will develop, maintain and document an Accessibility Plan outlining the Company’s strategy to prevent and remove barriers from its workplace and to improve opportunities for persons with disabilities.

The Accessibility Plan will be reviewed and updated at least once every five years, and will be posted on the Company’s website. Upon request, European Boutique will provide a copy of the Accessibility Plan in an accessible format.

 

Training Employees

 

European Boutique will ensure that training is provided on the requirements of the accessibility standards referred to in the Regulation and continue to provide training on the Human Rights Code as it pertains to persons with disabilities, to:

• all its Employees
• all persons who participate in developing European Boutique’s policies
• all other persons who provide goods, services or facilities on behalf of the Company

The training will be appropriate to the duties of the Employees and other persons. Employees will be trained when changes are made to the accessibility policy. New Employees will be trained during New Employee Orientation and European Boutique will keep a record of the training it provides.

 

Information and Communications Standards

 

Feedback

 

European Boutique will continue to ensure that its process for receiving and responding to feedback is accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communications supports, upon request

 

Accessible Formats and Communication Supports

 

Upon request, European Boutique will provide, or will arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner that takes into account the person’s accessibility needs due to disability.

European Boutique will consult with the person making the request in determining the suitability of an accessible format or communication support.

European Boutique will also notify the public about the availability of accessible formats and communication supports.

 

Accessible Websites and Web Content

 

European Boutique will ensure that our Internet websites, including web content, conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA except where this is impracticable.

 

Employment Standards

 

Recruitment

 

European Boutique will notify its Employees and the public about the availability of accommodation for applicants with disabilities in its recruitment process.

 

Recruitment, Assessment or Selection Process

 

European Boutique will notify job applicants, when they are individually selected to participate further in an assessment or selection process that accommodations are available upon request in relation to the materials or processes to be used.

If a selected applicant requests an accommodation, European Boutique will consult with the applicant and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

 

Notice to Successful Applicants

 

When making offers of employment, European Boutique will notify the successful applicant of its policies for accommodating Employees with disabilities.

 

Informing Employees of Supports

 

European Boutique will continue to inform its Employees of its policies (and any updates to those policies) used to support Employees with disabilities, including policies on the provision of job accommodations that take into account an Employee’s accessibility needs due to disability. This information will be provided to new Employees as soon as practical after commencing employment.

 

Accessible Formats and Communication Supports for Employees

 

Upon the request of an Employee with a disability, European Boutique will consult with the Employee to provide, or arrange for the provision of, accessible formats and communication supports for information that is needed to perform his/her job, and information that is generally available to other Employees.

In determining the suitability of an accessible format or communication support, European Boutique will consult with the Employee making the request.

 

Workplace Emergency Response Information

 

European Boutique will provide individualized workplace emergency response information to Employees who have a disability, if the disability is such that the individualized information is necessary, and if European Boutique is aware of the need for accommodation due to the Employee’s disability. European Boutique will provide this information as soon as practical after becoming aware of the need for accommodation.

Where the Employee requires assistance, European Boutique will, with the consent of the Employee, provide the workplace emergency response information to the person designated by European Boutique to provide assistance to the Employee.

European Boutique will review the individualized workplace emergency response information when the Employee moves to a different location in the organization, when the Employee’s overall accommodation needs or plans are reviewed.

 

Documented Individual Accommodation Plans

 

European Boutique will maintain a written process for the development of documented individual accommodation plans for Employees with disabilities. If requested, information regarding accessible formats and communications supports provided will also be included in individual accommodation plans. In addition, the plans will include individualized workplace emergency response information (where required), and will identify any other accommodation that is to be provided.

 

Return to Work Process

 

European Boutique maintains a documented return to work process for its Employees who have been absent from work due to a disability and who require disability-related accommodations in order to return to work. The return to work process outlines the steps European Boutique will take to facilitate the return to work and will include documented individual accommodation plans as part of the process. This return to work process will not replace or override any other return to work process created by or under any other statute (ie., the Workplace Safety Insurance Act, 1997).

 

Performance Management, Career Development and Advancement & Redeployment

 

European Boutique will take into account the accessibility needs of Employees with disabilities, as well as individual accommodation plans, when conducting performance management, providing career development and advancement to Employees, or when redeploying Employees.

 

Questions about this policy

 

This policy has been developed to break down barriers and increase accessibility for persons with disabilities in the areas of information and communications and employment.