ACCESSIBLE CUSTOMER SERVICE POLICY

Purpose and Application
Under the Accessibility for Ontarians with Disabilities Act, 2005, every business in Ontario must meet the requirements of accessibility standards established by regulation. This policy establishes the accessibility standards for Customer Service for Premium Uniforms, in accordance with Ontario Regulation 429/07. This policy applies to all employees of Premium Uniforms, agents, volunteers and contracted service staff.

Definitions
Accessible means customer service is provided in a manner that is capable of being easily understood or appreciated, easy to get at, capable of being reached or entered, obtainable.
Assistive Devices shall mean an auxiliary aid such as communication aids, cognition aids, personal mobility aids and medical aids (i.e. canes, crutches, wheelchairs hearing aids etc.) to access and benefit from the goods and services of Premium Uniforms.

Barrier shall mean anything that prevents a person with a disability from fully participating in all aspects of society because of the disability. Barriers may include physical, architectural and attitudinal barriers, as well as, any information or communication barriers, technological barriers, or a policy, procedure or practice.

Disability means:
a) Any degree of physical infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness, and without limiting the generality of the foregoing, includes diabetes, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impairment, 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,
b) A condition of mental impairment or a developmental disability
c) A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
d) A mental disorder,
e) An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997

Guide Dog means a dog trained as a guide for a blind person and having the qualifications prescribed by the Blind Persons’ Rights Act R.S.O. 1990, c. B.7, s. 1 (1).

Service animal is an animal for a person with a disability, if it is readily apparent that the animal is used by the person for reasons relating to his/her disability; or if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
Support person shall mean any person whether a paid professional, volunteer, family member of friend who accompanies a person with a disability to aid him or her with communication, mobility, personal care or medical needs or with access to goods and services.

Policy Statement
Premium Uniforms is committed to providing exceptional and accessible service for its customers and shall use reasonable efforts to ensure that its policies, procedures and practices are consistent with the following principles:
(a) Goods and services will be provided in a manner that respects the dignity and independence to all customers.
(b) The provision of services to persons with disabilities will be integrated wherever possible.
(c) Persons with disabilities will be given an opportunity equal to that given to others, to obtain, use or benefit from the goods and services provided by and on behalf of Premium Uniforms.

Policy Requirements
Use of Service, Support Persons and Assistive Devices

If a person with a disability is accompanied by a guide dog or other service animal, Premium Uniforms will ensure that the person is permitted to enter Premium Uniforms facility with the animal and to keep the animal with him or her, unless the animal is otherwise excluded by law. Where a service animal is excluded by law, Premium Uniforms will ensure that other measures are available to enable the person with a disability to obtain, use and benefit from the company’s goods and services. The service animal must be under the care and control of the individual at all times.

If a person with a disability is accompanied by a support person, Premium Uniforms will ensure that both persons are permitted to enter a Company facility, and that the person with a disability is not prevented from having access to the support person. Premium Uniforms may require a person with a disability to be accompanied by a support person when in a Company facility, but only if a support person is necessary to protect the health or safety of the person with a disability or the health or safety of others in the facility. If an amount is payable by a support person for admission, or otherwise, to a premise, Premium Uniforms will ensure notice is given in advance about the amount.

A person with a disability is permitted to use their own personal assistive devices to access and benefit from our goods and services. If we provide any assistive devices, we will ensure a staff person knows how to operate that assistive device.

Notice of Temporary Disruptions
Premium Uniforms shall provide notice of disruption of services to the public.
Any Notice of Disruption will contain the following:
• Reason for the disruption
• Anticipated duration
• Alternative facilities or services
Company staff will provide such notice in at least one of the following two methods:
• Notice physically posted at the site of the disruption
• Notice on Company website

Accessibility Training Policy
Every person who deals with members of the public or who participates in developing Premium Uniforms’ policies, practices and procedures governing the provision of goods and services to the public; including Company staff, volunteers, agents, contractors and others who provide service on behalf of Premium Uniforms will receive training regarding the provision of goods and services to persons with disabilities and on the requirements of the Customer Service Regulation.

The training will include the following information:
1) The purposes of the Accessibility for Ontarians with Disabilities Act
2) How to interact and communicate with persons with various types of disabilities,
3) How to interact with persons with disabilities who use an assistive device, or require the assistance of a service animal or support person
4) How to use equipment made available by the Company to help people with disabilities to access goods and services
5) What to do if a person with a disability is having difficulty accessing the Company’s goods and services

Training will be provided to each person according to his or her needs and duties and as soon as is practicable after he or she is assigned the applicable duties. Training will be provided on an ongoing basis in connection with changes to policies, practices and procedures governing the provision of goods or services to persons with disabilities. A record of the dates on which training is provided and the number of individuals to whom it is provided will be kept.

Feedback Process
Premium Uniforms accepts feedback from the public in a variety of methods including:
• In writing to:
215 Evans Avenue Toronto
Ontario M8Z 1J5
• Telephone:416.762.7922
• Toll:1.800.387.0377
• FAX:416.762.3117
• E-mail: sales@premiumuniforms.com

All feedback is reviewed. Complaints are investigated and follow up is provided to the customer if requested.

Notice of availability of documents
Premium Uniforms will provide the public notice of the availability of the documents, required by the Accessibility Standards for Customer Service, (O. Reg 429/07) upon request. Notice of availability will be provided on Premium Uniforms’ web site and through other printed methods and take into consideration the individuals disability.

Format of documents
If Premium Uniforms is required, by the Accessibility for Ontarians with Disabilities Act, 2005, to give a copy of a document to a person with a disability, the company will take into account the person’s ability to access the information and will provide the document or information contained in the document in a format that meets those needs as agreed upon with the person.

Related and Supporting Documentation
• Ontario Regulation 429/07, Accessibility for Ontarians with Disabilities Act, 2005
• Accessible Customer Service Training Records