Accessibility Standard for Customer Service Plan

Oxford Mills and their Beddington division stores are committed to excellence in serving all customers including people with disabilities. This plan is based on the principals of independence, dignity, integration and equal opportunity.

Assistive devices

Oxford Mills and their Beddington division stores respects and permit the use of assistive devices. We will ensure that our staff is familiar with various assistive devices, such as wheelchairs and walkers that may be used by customers with disabilities while accessing our goods or services

Communication

We will communicate with people with disabilities in ways that take into account their disabilities. Customers with disabilities are encouraged to ask Oxford/Beddington associates for assistance with any needs that may arise during their shopping experience. If the Oxford/Beddington associate is unsure how to best provide assistance, the associate will ask the store management for assistance.

Service animals

Service animals are permitted to enter Oxford/Beddington stores on the parts of our premises that are open to the public as companions to the customers with disabilities. In many cases, given the type of animal or identifying markings (harness), it will be apparent that the animal is a service animal and it shall be permitted to enter the store without question. However, in certain cases, it may not be easy to identify as a service animal. In such cases, an associate shall s the customer to confirm that the animal is a service animal.

Support persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Notice of temporary disruption

In Ontario, in the event of a planned or unexpected disruption to services or facilities for customers with disabilities, we will notify customers promptly. A memo will be posted clearly including information about the reasons for the disruption, its anticipated length of time, and a description of alternative facilities or services available in the mean time (if applicable). This notice will be placed at the front door of the store entrance.

Training for staff

Oxford/Beddington stores will provide training to all employees who deal with the public. This training will be provided to current staff and to new staff at during orientation.

            Training will include:

• The purpose of the accessibility for Ontarians with disability act
• 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 goods and services at our stores
• Our policy, practices and procedures relating to the provision of goods or services to people with disabilities

Staff will be trained when changes are made to this plan.

Feedback process

Customers who wish to provide feedback on the way Oxford/Beddington stores provides goods and services to people with disabilities can:

• Speak directly to the store manager
• Send and e-mail to [email protected]
• Telephone 1-866-229-5668
• Send a letter to

Complaints will be addressed according to our organization's regular complaint management procedures.

Modification to this or other policies

Any policy of Oxford Mills/Beddington stores that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.