Summerhill Market Customer Service Policy Statement, Providing Goods and Services to People with Disabilities

Written December 1st, 2011, Reviewed January 2014

Our Mission

Summerhill Market is committed to excellence in serving all customers including people with disabilities.

Our Commitment

In fulfilling our mission, Summerhill Market strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities 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 other customers.

Providing Goods and Services to People with Disabilities

Summerhill Market will carry out our functions and responsibilities in the following areas:

Communication

We will communicate with people with disabilities in ways that take into account their disability. We will train staff 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 staff to communicate with customers over the telephone in clear and plain language and to speak clearly and loudly. WE will offer to communicate with customers by email, TTY, or Bell Relay Service if telephone communication is not suitable to their communication needs or is not available.

Assistive Devices

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

Billing

We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be printed in the following formats upon request: Braille, and Large Print. We will answer any questions customers may have about the content of this invoice in person, by telephone, or by email.

Use of Service Animals and Support Persons

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 staff and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

We are committed to welcoming people with disabilities who are accompanied by a service person. Any person with a disability who is accompanied by a support person will be allowed to enter Summerhill Market’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.

Notice of Temporary Disruption

Summerhill Market will provide customers with notice in the event of a planned or unexpected disruption in the facilities or service usually used by people with disabilities. The 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 and service counters on our premises.

Training for our Staff

Summerhill Market will provide training to all employees and other who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices, and procedures. Individuals in the following positions will be trained:

Managers

Cashiers

Meat Counter Staff

Deli Counter Staff

Grocery Clerks

Produce Clerks

Pastry Clerks

Floral Staff

Packaging Staff

Catering Staff

This training will be provided within the first month of commencing their duties.

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 support person

How to use the Relay Service from Bell

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

Summerhill Market’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. Staff will also be trained on an ongoing basis when changes are made to these policies, practices, and procedures.

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 and fax. Customers can also be providing feedback in person during the store operating hours. All feedback will be directed to Christy McMullen. Customers can expect to hear back within two weeks. Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures.

Modifications to this or Other Policies

We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of Summerhill Market that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Questions About this Policy

This policy exists to achieve service excellence for customers with disabilities. If anyone has a question about his policy, or if the purpose of the policy is not understood, an explanation should be provided by, or referred to, Christy McMullen of Summerhill Market.