Accessible Customer Service Policy

Policy Statement and the Provision of Goods and Services to Persons with Disabilities

Paris Southern Lights Inc. (“the Company”, including Calendar Club of Canada) is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence.

The Company is committed to excellence in serving and providing goods, services or facilities to all customers including people with disabilities. Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

Components of the Policy

a. Communication with Persons with Disabilities

We communicate with people with disabilities in ways that take into account their disability. This may include the following:

• Written communication
• Phone communication where TTY (teletypewriter) may be utilized
• Interpreters, upon request and with notice
• Large print or braille formats, upon request and with notice

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

b. 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.

Shopping online or via phone, utilizing other electronic devices or interpreters, and providing space for customers in other areas of the building are examples of ways the Company ensures accessibility.

We ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities.

Staff will be trained on how to use assistive devices, such as a lift, and will have opportunity to view other knowledgeable staff using the devices.

c. 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 and third parties.

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

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.

d. Support Persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on the Company’s premises. No fees are charged by any of the Company’s locations for access to goods, services, or facilities. Consent will be obtained from the customer prior to any conversation where confidential information might be discussed.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, the Company 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: in-store and online shopping; and email or phone orders for pre-arranged pick-up or delivery. The notice will be made publicly available on the Company’s websites and in its stores.

Notice of Availability of Documents

Documents related to accessible customer service are available upon request. We will provide these documents 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.

Customers with Disabilities Training

The Company will train all employees who interact with persons with disabilities in accordance with provincial law.

Feedback Process

We welcome feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns. Feedback may be provided through email (hr@psl-ca.com), or by phoning the Company’s public number (519.442.3153).

All feedback related to accessibility, including complaints, will be forwarded to the Human Resources Department, who in consultation with the Executive Team will discuss options for resolution. Customers can expect to hear back within 10 business days.

The Company ensures our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

 

Modification to this or other policies

The Company reserves the right to change the information outlined in this policy at any time. The policy will be reviewed regularly to ensure that it is reflective of the Company’s current practices as well as legislative requirements.

 

Questions about this policy

If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation will be provided by the Company.

 

Click here to review our Multi-Year Accessibility Plan.

Click here to review our most recent Compliance Report.