Our commitment
Summer Fresh Salads (the “Company) 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 clients.
All employees, contractors, agents and any other person acting on behalf of the Company are responsible for complying with this Policy.
Definitions
“Assistive devices” shall mean an auxiliary aid such as communication aids, cognition aids, personal mobility aids and medical aids (i.e. canes, crutches, wheelchairs, or hearing aids).
“Employees” shall mean every employee who deals with customers, members of the public or other third parties on behalf of the Company.
“Persons with Disabilities” shall mean those individuals who have a disability. “Disability” as defined under the Ontario Human Rights Code is:
- 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 Animals” shall mean any animal individually trained to do work or perform tasks for the benefit of a person with a disability.
“Support persons” shall mean any person whether a paid professional, volunteer, family member, or friend who accompanies a person with a disability in order to help with communications, personal care or medical needs or with access to products or services.
Providing goods and service to people with disabilities
The Company is committed to excellence in serving all clients including people with disabilities and we will carry out our functions and responsibilities in the following areas:
Communication & Accessible Format
We will communicate with people with disabilities in ways that consider their disability.
We will train employees who communicate with clients on how to interact and communicate with people with various types of disabilities.
Telephone services
We are committed to providing fully accessible telephone service to our clients. We will train employees to communicate with clients over the telephone in clear and plain language and to speak clearly and slowly.
We will offer to communicate with clients by email and relay services if telephone communication is not suitable to their communication needs or is not available.
Assistive devices
We are committed to serving people with disabilities, who use assistive devices to obtain, use, or benefit from our goods and services. We will ensure that our employees are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our goods or services.
Financial Documents
We are committed to providing accessible invoices and materials to all of our clients. For this reason, invoices will be provided in the following formats upon request: hard copy, large print, Braille and by email.
We will also answer any questions customers may have about the content of their invoice in person, by telephone or email.
Use of service animals and support persons
The Company is 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.
Use of support persons
The Company is committed to welcoming people with disabilities who are accompanied by a support person on the parts of our premises that are open to the public and other third parties. Where confidentiality is important because of the kinds of information discussed the Company will obtain the consent of the client and may require the support person to sign a confidentiality agreement.
Notice of temporary disruption
The Company will provide clients with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
Training for employees
The Company will provide training to all employees who deal with the public, and all those who are involved in the development and approval of customer service policies, practices and procedures. This training will be provided to new employees during the first 30 days of employment. Employees will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
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 assistive devices at the Company locations that may help with the provision of goods or services to people with disabilities;
- What to do if a person with a disability is having difficulty in accessing the Company’s goods and services;
- Our policies, practices and procedures relating to the Customer Service Standard.
Third Party Contractors, Independent Contractors, and Agency Temps
These parties will be required to meet all of the AODA requirements prior to providing goods and services to the Company and its customers.
Employment
The Company ensures that job applicants are notified that Accommodation as outlined under the Act is available on request to persons with Disabilities throughout the employment process, including performance and career management.
The Company will develop and implement a process for developing individual Accommodation plans and return-to-work policies for employees that have been absent due to a Disability.
Upon the request by an employee with a Disability, the Company will make reasonable efforts to provide or arrange for the provision of Accessible Formats and Communication Supports needed to perform their job.
Documentation to be Made Available
This policy is made available to any member of the public upon request. This policy will also be posted on the Company’s website and in high traffic areas of its premises.
Accessible Websites and Web Content
The Company has taken the appropriate steps to ensure all new websites and content on its sites conform to WCAG 2.0, Level A by January 1, 2014. The Company will also take steps to ensure that all internet websites and web content conform with WCAG 2.0 Level AA (except as outlined in the legislation) by January 1, 2021.
Feedback process
The ultimate goal of the Company is to meet and surpass client 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 the Company provides goods and services to people with disabilities can be made in the following ways:
- Email: Clients can provide feedback by mail
Mailing address:
Attn: AODA Coordinator
Summer Fresh Salads
334 Rowntree Dairy Road, Woodbridge, Ontario L4L 8H2
All feedback will be directed to the AODA Coordinator. Clients who have requested a response from the Company can expect to hear back within 15 to 30 business days.
Questions about this policy
This policy exists to achieve service excellence to clients with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by or referred to the AODA Coordinator at the above mailing address.