Customer Service Accessibility Policy

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Purpose

The purpose of this policy is to meet the requirements of Accessibility Standards for Customer Service in accordance with the provincial legislation, Accessibility for Ontarians with Disabilities Act, 2005.

Scope

This policy applies to all employees who deal with the public on behalf of Raffi Jewellers and any representative who participates in the development of policies, practices and procedures that govern the company.

Commitment

Raffi Jewellers is committed to meeting its current and ongoing obligations under Human Rights Codes respecting non-discrimination and ensure equal opportunity to access our products and services in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA)

We strive to provide accessible and equitable customer service to each and every one of our customers, and to operate in a manner that respects the diversity, integration, dignity and independence for persons with disabilities.

Providing Goods and Services

Raffi Jewellers commitment to serving all customers including persons with disabilities involves removing barriers that might arise in the course of doing business in the following ways:

Communication

We will communicate with people with disabilities in ways that take into account their disability by working with them to understand what method of communication works for them. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

Assistive Devices

People with disabilities may use their personal assistive devices when accessing our goods and services. In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure that our goods and services are accessible. We will train our staff on various assistive devices that may be used by customers with disabilities while accessing our goods and services.

Use of Service Animals

We welcome people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public. While on our premises, service animals shall be under the care and control of their owner at all times. We will ensure that all Team Members are trained on how to interact with people with disabilities who are accompanied by a service animal.

Support Persons

Where a customer with a disability is accompanied by a support person, Raffi Jewellers will ensure that both people are permitted to enter the premises together. At no time will a person with a disability who is accompanied by a support person be prevented from having access to the support person.

Notice of Temporary Disruption

Raffi Jewellers will provide customers 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, the anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at the entrance of our premises.

Training

Raffi Jewellers will provide training to all Team Members who deal with the public on our behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures.

This training will be provided to all persons to whom this policy applies as soon as practicable after he or she is assigned their applicable duties and annually thereafter.

Training will include the following:

• The purpose and requirements of the Accessibility for Ontarians with Disabilities Act
• How to interact and communicate with people with various 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,
• What to do if a person with a disability is having difficulty accessing Raffi Jewellers’ goods and services.
• Raffi Jewellers policies, practices and procedures relating to the customer service standard.
• Applicable staff will be trained on policies, practices and procedures that affect the way services are provided to people with disabilities. Training will also be provided when changes are made to these policies, practices and procedures.

Available Documents

Raffi Jewellers will make documents required by provincial accessibility legislation available in alternative formats upon request. Every effort will be made to provide the requested document in a timely manner.

Feedback

Raffi Jewellers welcomes feedback on how we provide accessible customer service. Feedback regarding the way we provide goods and services to people with disabilities and how well those expectations are being met are appreciated.

Any concerns will be investigated and responded to in a timely manner. Feedback can be submitted in the following manner:

Email: accommodation@raffiandco.com

Telephone: 1-519-740-7720 x 125 or 1-226-989-8356

Mail/ In person: @ 299 Hespeler Road, Cambridge, ON N1R 3H8 (Attn: Human Resources)

Raffi Jewellers will ensure our feedback process is accessible to persons with disabilities by providing or arranging for accessible formats and communication supports upon request.

Modifications to this or other policies Raffi Jewellers policies that do not respect and promote the principles of dignity, independence, integration, and equal opportunity for people with disabilities will be changed or removed.

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