At S&R, 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 gives them the same opportunity to access our goods and services, and allows them to benefit from the same services, in the same place and in a similar way, as all other customers.
Policies, Practices and Procedures
As part of this commitment, we have established various policies, practices and procedures for how our goods and services are provided to people with disabilities. These include the following areas:
1. Assistive Devices
We are committed at S&R 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.
We recognize that people with disabilities may communicate differently because of their disability. We are committed at S&R 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 S&R's premises that are open to the public or other third parties (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 disability.
4. Support Persons
We also welcome people with disabilities who are accompanied by support persons. S&R recognizes that some people with disabilities may have support people – e.g. paid professionals, volunteers, family members or friends – to help them with communication, mobility, personal care or medical needs, or with accessing our goods and services.
Support persons are allowed on any part of S&R'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.
We recognize that people with disabilities often rely on certain facilities or services being available at Steeves & Rozema (i.e. accessible washroom; 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 S&R's Temporary Disruption policy and related processes can be obtained directly at the site level or by contacting our Accessibility Officer.
We are also committed to providing training to all employees, volunteers and others who deal with the public or other third parties on behalf of S&R. This same training is also provided to others at S&R who are involved in establishing the policies, practices and procedures for how our goods and services are provided to people with disabilities.
This training includes:
- 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.
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 updated training on an ongoing basis whenever changes are made to how our goods and services are provided to people with disabilities.
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 delivering an email or otherwise. The Customer Feedback Form may be used to provide such feedback, but is not mandatory.
Feedback may be provided:
By Mail to: The Steeves & Rozema Group
Attention: Accessibility Officer
265 N. Front Street, Suite 200
By Telephone: (519) 344-8829
By Fax:(519) 344-8518
By Email: firstname.lastname@example.org
In Person: Directly at the applicable site OR Steeves & Rozema's Corporate Head Office:
Steeves & Rozema – Reception
265 N. Front Street, Suite 200
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 S&R's Accessible Customer Service Documents can be obtained directly at the site level or by contacting our Accessibility Officer.