Accessible Customer Service Policy

Date of Issue: 16/08/2021
Approved by: Owners of Summerhill Market
Review/Revise Date: 01/08/2026
Location: This policy applies to all Summerhill Market locations

Purpose

Summerhill Market (the “Company”) is committed to providing customer service excellence for people with disabilities to ensure they have the same opportunity to access our goods and services in a way that respects their dignity and independence, benefitting from the same services, in the same place and in a similar way as other Customers.

Scope

This policy applies to all workers, contractors, and volunteers of Summerhill Market.

Procedure

We are committed to customer service excellence and will meet all requirements for Customer Service Accessibility through:

Communication

We will communicate with people with disabilities in ways that take into account their disability. We will train Employees who communicate with Customers on how to interact and communicate with people with various types of disabilities.

Telephone Services

We are committed to providing fully accessible telephone service to our customers. We will train Employees to communicate with Customers over the telephone in clear and plain language and to speak clearly. We will offer to communicate with Customers via other methods if telephone communication is not suitable to their communication needs or is not available.

Assistive Devices

We are committed to serving people with disabilities who use assistive devices to obtain, use, or benefit from our goods and services. We will ensure that our Employees are trained and familiar with various assistive devices that may be used by Customers with disabilities while accessing our goods or services.

Exceptions may occur in situations where an Employee(s) has determined that the assistive device may pose a risk to the health and safety of a person with the disability or the health and safety of others on the premises. We will also ensure that Employees know how to use assistive devices available on our premises for Customers.

Use of Service Animals

We are committed to welcoming people with disabilities who are accompanied by a Service Animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all Employees are properly trained in how to interact with people with disabilities who are accompanied by a Service Animal.

Use of Support Persons

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 our 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 their Support Person while on our premises.

Notice of Temporary Disruptions

We 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. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at all public entrances.

Where an Employee(s) has determined that a disruption may pose risk to a Customer with disabilities, we may ask the Customer to accept alternative Customer Service.

Training for Employees

All employees who interact with the public will receive training on accessible customer service.

Training will include:

  • 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 support person

  • What to do if a person with a disability is having difficulty in accessing Summerhill Market’s goods and services

  • Summerhill Market’s policies, practices, and procedures relating to the customer service standard

  • Policies, practices, and procedures that affect the way goods and services are provided to people with disabilities

This training will be provided within the first month of commencing duties.
Employees will also be trained on an ongoing basis and retrained annually.

Feedback Process

The ultimate goal of Summerhill Market is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way Summerhill Market provides goods and services to people with disabilities can be made by phone, email, fax, or in person during store operating hours. Feedback can be directed to the management team via phone, email, or in person.

Customers can expect to hear back within 10 business days. Complaints will be addressed according to complaint categories already established in the company’s complaint management procedures.

Accessibility Commitment Statement

Summerhill Market is committed to meeting the requirements of the Accessibility for Ontarians with Disabilities Act (AODA) and the Integrated Accessibility Standards Regulation (IASR). We strive to ensure equal access and participation for people with disabilities by identifying, removing, and preventing barriers to accessibility.

Questions About This Policy

For questions about this policy or to request an alternative format, please contact Human Resources.

It is the responsibility of all associates who provide direct service to members of the public on our behalf to be familiar with the policies, practices, and procedures of the Summerhill Market Accessible Customer Service Policy.

Summerhill Market