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Summerhill Market Customer Service Policy Statement
Providing Goods and Services to People with Disabilities
December 1, 2011
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:
1. 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.
2. 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 slowly. We will offer to communicate with customers by email, TTY, Bell Relay Service if telephone communication is not suitable to their communication needs or is not available.
3. 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 staffs are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
4. Billing
We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: Braille and Large Print.
We will answer any questions customers may have about the content of the invoice in person, by telephone or 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 accompanied by a service animal.
We are 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 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.
Fees will not be charged for support persons for admission to Summerhill Market’s premises. Customers will be informed of this by a notice that will be posted in Summerhill Market’s 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 staff
Summerhill Market will provide training to all employees and others 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 staff
- Deli staff
- Grocery staff
- Produce staff
- Pastry staff
- Floral staff
- Packaging staff
- Catering staff
This training will be provided approximately one week after staff commence 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 a support person
- How to use the Relay Service from Bell
- What to do if a person with a disability is having difficulty in 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 Richard Wing Hing Ng. 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 polices
We are committed to developing customer service polices 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 to customers with disabilities. If anyone has a question about this policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to, Richard Wing Hing Ng of Summerhill Market.
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