Accessible Customer Service Plan

Providing Goods, Services and Facilities to People with Disabilities

Canadale Nurseries Limited is committed to excellence in serving all customers, including people with disabilities.

Canadale Nurseries Limited is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

Canadale Nurseries Limited understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations to people with disabilities under any other law.

Canadale Nurseries Limited is committed to complying with both the Ontario Human Rights Code and the AODA.

 

Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

Assistive Devices

People with disabilities may use their personal assistive devices when accessing our goods, services or facilities. In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.

We will ensure that our staff are trained and familiar with various assistive devices that we have on site or that we may be used by customers with disabilities while accessing our goods, services or facilities. These devices may include, but are not limited to wheelchairs, walkers, oxygen tanks & scooters.

Communication

We will communicate with people with disabilities in ways that take into account their disability.

This may include the following:

  • Reading out loud to people who have vision loss
  • Reduce background noise when communicating with people with hearing aids
  • Using a pen and paper to communicate with people with hearing loss
  • Whenever possible, asking questions that can be answered with ‘yes’ or ‘no’ to people with speech and language disabilities
  • Using communication devices, if the person uses one
  • Be willing to rephrase or explain something again in another way if requested
  • Use plain language whenever possible

We will work with the person with a disability to determine what method of communication works for them.

Service Animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

A regulated health professional is defined as a member of one of the following colleges:

  • College of Audiologists and Speech-Language Pathologists of Ontario
  • College of Chiropractors of Ontario
  • College of Nurses of Ontario
  • College of Occupational Therapists of Ontario
  • College of Optometrists of Ontario
  • College of Physicians and Surgeons of Ontario
  • College of Physiotherapists of Ontario
  • College of Psychologists of Ontario
  • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:

  • Explain why the animal is excluded
  • Discuss with the customer another way of providing goods, services or facilities

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.

If a person with a disability who is accompanied by a support person registers for a workshop onsite where a fee is charged, the fee will not be charged for the support person.

We will notify customers of this by posting a notice in the following locations:

  • Workshop posters located at the main entrance in store
  • Online workshop posters on our website

In certain cases, Canadale Nurseries Limited might require a person with a disability to be accompanied by a support person for the health or safety reasons of:

  • The person with a disability
  • Others on the premises

Before making a decision, Canadale Nurseries Limited will:

  • Consult with the person with a disability to understand their needs
  • Consider health or safety reasons based on available evidence
  • Determine if there is no other reasonable way to protect the health or safety of the person or others on the premises

If Canadale Nurseries Limited determines that a support person is required, we will waive the admission fee, if applicable, for the support person.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Canadale Nurseries Limited will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

Services/Facilities include:

  • Disability parking spaces
  • Ramped entrance to gift store (access to washrooms)
  • Accessible washrooms
  • On-site wheelchair

The notice will be made publicly available in the following ways:

  • Written notice posted in store at all primary entrances
  • On the Canadale website, if possible
  • On the Canadale Social Media sites (Facebook, Twitter), if possible

Training

Canadale Nurseries Limited will provide accessible customer service training to:

  • All employees and volunteers, including garden centre attendants, team leaders, supervisors, managers and office staff
  • Anyone involved in developing our policies
  • Anyone who provides goods, services or facilities to customers on our behalf

Staff will be trained on accessible customer service at their orientation prior to their start date or within 1 week of their start date.

Training will include:

  • Purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Canadale Nurseries Limited’s policies related to 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 equipment or devices available on site or otherwise that may help with providing goods, services or facilities to people with disabilities. These include:
    • On-site wheelchair
    • Accessible washrooms
  • What to do if a person with a disability is having difficulty in accessing Canadale Nurseries Limited’s goods, services or facilities

Staff will also be trained when changes are made to our accessible customer service policies.

Feedback Process

Canadale Nurseries Limited welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

Customers will be notified of how to provide feedback in the following ways:

  • Notice posted in store on our information bulletin board

Customers who wish to provide feedback on the way Canadale Nurseries Limited provides goods, services or facilities to people with disabilities can provide feedback in the following ways:

  • Via email to info@canadale.com
  • Via our social media sites, such as facebook
  • Via mail to Canadale Nurseries Limited Accessibility Feedback, 269 Sunset Drive, St. Thomas, ON, N5R 3C4
  • Via telephone at (519) 631-7264
  • Via speaking to a member of our staff in store, specifically a supervisor or manager

All feedback, including complaints will be handled on an individual basis. Management will decide on the appropriate course of action and where necessary, assign staff to ensure completion. Customers can expect to hear back in 5-10 business days from the date of receipt of feedback.

Canadale Nurseries Limited will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, upon request.

Notice of Availability of Documents

Canadale Nurseries Limited will notify the public that documents related to accessible customer service are available upon request by posting a notice in the following location(s)/way(s):

  • Notice posted in store on our information bulletin board
  • Notice posted on our website

Canadale Nurseries Limited will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and at no additional cost.

Modifications to this or other policies

Any policies of Canadale Nurseries Limited that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.