Accessibility for Ontarians with Disibilities Act, 2005
“AODA” Customer Service Policy
Caplan’s 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.
Caplan’s is committed to excellence in serving all customers including people with disabilities
and we will carry out our functions and responsibilities in the following areas:
Assistive devices
We are committed to serving people who need assistive devices to obtain, use or benefit from
our goods and services.
Communication
We will communicate with people with disabilities in ways that take into account their disability.
Service animals
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.
Support persons
We are committed to welcoming people with disabilities who are accompanied by a support
person. No person with a disability who is accompanied by a support person will be denied
access to Caplan’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.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities or services usually
used by people with disabilities, Caplan’s will notify customers promptly. This 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.
The notice will be placed at the main entrance of our buildings (our Store and our Miele Gallery)
and our Warehouse, if applicable.
Training
Caplan’s will provide training to employees who deal with the public or other organizations on
behalf of the Caplan’s and all those who are involved in the development and approval of
customer service policies, practices and procedures.
This training will be provided to employees within ten days of their start date with the Company.
Training will include:
- An overview 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
- What to do if a person with a disability is having difficulty in accessing Caplan’s’ services
Feedback process
The ultimate goal of Caplan’s 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.
Customers who wish to provide feedback on the way Caplan’s provides goods and services to
people with disabilities can e-mail the General Manager at [email protected] directly.
Customers can expect to hear back within 48 hours. Complaints will be addressed according to
our organization’s regular complaint management procedures.
Modifications to this or other policies
Any policy of Caplan’s that does not respect and promote the principles of dignity,
independence, integration and equal opportunity for people with disabilities in accessing our
good and services will be modified or removed.
Questions about this policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has
questions about this policy kindly contact Steve Voytek, General Manager at 416-767-1655
Extension 223 or by email at [email protected].