AODA Customer Service
Policy

1. Policy

R de V is committed to providing an accessible environment for people with disabilities in a way that considers each person’s independence, dignity, integration and equal opportunity. R de V will develop policies, practices and procedures, and training to ensure compliance with the AODA. Each applicable associate is, in turn, responsible for ensuring that goods and services are provided in a way that is accessible and takes into account the principles of the AODA.

2. Providing goods and services to people with disabilities

R de V is committed to service excellence which includes accessible services for people with disabilities and we will carry out our functions and responsibilities in the following areas:

2.1 Communications
R de V will communicate with people with disabilities in ways that take into account their disability.
R de V has provided training to associates on how to interact and communicate with people with various types of disabilities.

2.2 Telephone services
R de V is committed to providing accessible telephone service. Associates will be trained to communicate with people over the telephone in clear and plain language, and to speak clearly and slowly.
R de V will offer to communicate by mail and electronic mail if telephone communication is not suitable to the needs of a person with disabilities.

2.3 Assistive devices
R de V is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. R de V will ensure that our associates are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

2.4 Documents
R de V is committed to providing documents, i.e.: store receipts appraisals, in a manner that takes into account a person’s disability. For this reason, associates will provide assistance upon request to review documents with customers.
This policy statement will be made available upon request to customers with disabilities in a format that takes into account their disability. The length of time it will take to provide the information in alternative formats will depend on the format requested. Every effort will be made, however, to process requests in a timely fashion.

3. Use of service animals and support persons

R de V is committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises open to the public. All associates are properly trained in how to interact with people with disabilities accompanied by a service animal. R de V is 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 the R de V’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

In the event of a planned or unexpected disruption in our facilities and services, R de V will provide notice to the public who use these amenities. The notice will be posted where it will come to the attention of the public and will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if available.

5. Training for associates

Applicable associates are trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Each applicable associate is responsible for ensuring that R de V goods and services are provided in a way that is accessible, and that takes into account each person’s independence, dignity, integration and equal opportunity.
R de V provides training to associates who deal with the public or other third parties on their behalf, and all those who are involved in the development and approval of customer service policies, practices and procedures. Training is provided to associates upon employment and on an as-needed basis when changes are made to policies, practices and procedures, or to the legislation.

Training includes 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 R de V’s goods and services
• R de V’s policies, practices and procedures relating to the customer service standard

Records of training provided to associates, including the training protocol, the dates on which the training is provided and the number of individuals to whom the training is provided shall be maintained in accordance with the requirements of the AODA.

6. Feedback process

The ultimate goal of R de V 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 welcomed and appreciated. Feedback regarding the way R de V provides goods and services to people with disabilities can be made in person, by telephone, or through email to the store manager.

7. Questions about this policy

This policy exists to provide customer service excellence to people with disabilities. If anyone has a question about the policy or if the purpose of a policy is not understood, inquiries should be referred to the store manager.