Accessible Customer Service Policy

Providing Goods and Services to People with Disabilities

Lakeside Garden Gallery is committed to excellence in serving all customers including people with disabilities.

Assistive devices

We will ensure that our staff is trained and familiar with various assistive devices that may be used by guests with disabilities while accessing our goods or services.

Communication

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

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. While visiting Lakeside Garden Gallery, it is the responsibility of the person(s) with the service animal to control the animal.

Support persons

We welcome all support persons.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Lakeside will notify customers promptly with a clearly posted notice. 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 the store.

Training

Lakeside Garden Gallery will ensure that all persons to whom this policy applies receive training as required by the Accessibility Standard for Customer Service. Training will also be provided on a continuous basis to all newly hired employees as part of our training process. A record of training received by Lakeside Garden Gallery employees will be kept on file.
Training will include:
An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customers services standard;
Lakeside Garden Gallery’s plan related to the customer service standard;
How to interact and communicate with persons with various types of disabilities;
What to do if a person with a disability is having difficulty accessing Lakeside’s goods and services;
How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person;
Staff will also be trained when changes are made to our accessible customer service plan.

Feedback Process

Customers who wish to provide feedback on the way Lakeside Garden Gallery provides goods and services to people with disabilities can e-mail, ([email protected]) , speak to a manager or leave a written suggestion at customer service.
All feedback, including complaints, will be directed to a management committee to review. Lakeside will strive to make necessary changes to improve service delivery.
Customers can expect to hear back within one week.

Notice of availability

Lakeside Garden Gallery will provide policies upon request.

Modifications to this or other policies

Any policy of Lakeside Garden Gallery that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.