Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

Pathways to Perennials is committed to excellence in serving all customers including people with disabilities.

Assistive devices

We will 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 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.

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.

• Fees will not be charged for support persons (Café, and café related events not included).

We will notify customers of this through a notice posted on our website.

Training

Pathways to Perennials will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

Individuals in the following positions will be trained:

• Customer service representatives

• Managers

This training will be provided to staff within the first 30 days of employment.

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard

• Pathways to Perennials’ plan 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 guide them to the wheelchair accessible areas

• What to do if a person with a disability is having difficulty in accessing Pathways to Perennials’ goods and services

Staff will also be trained when changes are made to your accessible customer service plan.

Feedback process

Customers who wish to provide feedback on the way Pathways to Perennials provides goods and services to people with disabilities can speak with an employee verbally in store, email, or call.

All feedback, including complaints, will be directed to the manager on site.

Customers can expect to hear back within 5 business days.

Notice of availability

Pathways to Perennials will notify the public that our policies are available upon request by posting them on our website.

Modifications to this or other policies

Any policy of Pathways to Perennials that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.