Accessible Customer Service Policy
SSH Bedding Canada Co. (“Company”, “we” or “our”) strives to provide its goods and services in a way that respects the principles of independence and dignity of all persons and encourages integration and equality of opportunity for all. We are committed to preventing, identifying, and removing barriers that impede the ability of persons with disabilities to access our goods and services. We are committed to excellence in serving all customers, including people with disabilities.
The Accessibility for Ontarians with Disabilities Act, 2005 was created with the goal of developing and enforcing standards to improve accessibility for people with disabilities across Ontario. This Accessible Customer Service Policy (the “Policy”) has been established in order to meet the requirements of the Accessibility for Ontarians with Disabilities Act and its regulation, (collectively, the “AODA”).
The terms used herein have the following definitions, in accordance with the AODA and/or the Ontario Human Rights Code.
Assistive Devices means devices that include technical aids, communication devices, medical aids and other supports that are used by persons with disabilities to enable them to carry out the activities of daily living.
Barrier is anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an architectural barrier, information or communications barriers, an attitudinal barrier, a technological barrier, a policy or practice.
- Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
- A condition of mental impairment or a developmental disability,
- A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
- A mental disorder, or
- An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
Service Animal refers to an animal used by a person with a disability for reasons relating to his or her disability where it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or where the person provides a letter from a regulated health professional confirming that he or she requires the animal for reasons relating to his or disability.
Support Person is a person who accompanies a person with a disability in order to help with communication, mobility, personal care or medical needs or with access to goods or services.
We will communicate with persons with disabilities in ways that take into account their disability and respects their dignity.
We will work with the person with a disability to determine what method of communication works for them.
Persons with disabilities may use their assistive devices as required in accessing our goods, services or facilities.
In cases where the assistive device may pose a significant health or safety concern or may not be permitted for other reasons, we will use other measures to ensure the person with a disability can access our goods, services and facilities.
We will train our staff so they are familiar with various assistive devices we have on site or that may be used by customers with disabilities while accessing our goods, services or facilities.
Any person with a disability who is accompanied by a support person will be allowed to enter the Company's premises with their 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.
We may deem it necessary for a person with a disability to be accompanied by a support person while on the Company's premise in situations where it is necessary to protect the health and safety of the person with a disability or the health and safety of others on the premises. This will occur only after we have:
- consult with the person with a disability to understand their needs;
- considered health or safety reasons based on available evidence; and
- determined there is no other reasonable way to protect the health or safety of the person or others on the premises.
Service animals are allowed on the parts of our premises that are open to the public.
Service animals must be supervised by their owners and kept in control at all times when used to access the Company’s goods, services or facilities.
In the event a service animal is excluded from our premises by law, we will ensure that other measures are made available to enable the person with a disability to access our goods and services.
In the event of a planned or unexpected temporary disruption to services, the Company will take reasonable steps to notify persons with disabilities who might be affected by the disruption and will issue a public notice where appropriate. In particular, we will identify the reason for the disruption, its anticipated length, and information about alternative services. Such notice will be clearly posted at the site and/or the visitor will be contacted directly by the Company representative with whom they are meeting.
Notice of Availability of Documents
All documents that detail the Company's accessibility policies and procedures will be made available upon request.
We will provide this document in an accessible format or with communication support, on request, in a timely manner and at no additional cost. We will consult with the person making the request to determine the suitability of the format or communication support.
Training For Staff
We will provide accessible customer service training to:
- all employees and volunteers
- anyone involved in developing our policies
- anyone who provides goods, services or facilities to customers on our behalf.
- An overview of the AODA and the requirements therein
- 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;
- How to use the assistive devices available on the premises that may assist with the provision of goods or services to persons with disabilities;
- What to do if a person with a disability is having difficulty in accessing the Company's services; and
- The Company's policies, practices and procedures relating to the Accessibility Standards for Customer Service.
Training will also take place on an ongoing basis, including when changes are made to the Company's policies, practices and procedures.
We welcome feedback on how we provide accessible customer service. Individuals are encouraged to provide their feedback directly to the Human Resources Department who will be responsible for investigating the matter and determining the actions to be taken.
Feedback may be provided via email at email@example.com or by mail to: Human Resources Department, SSH Bedding Canada Co., Unit #1, 2550 Meadowvale Blvd., Mississauga, ON L5N 8C2.
In all cases, every effort will be made to respond to the feedback in a timely and effective manner.
We will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.