ACCESSIBILITY

Customer Service Policy
Providing Goods and Services to People with Disabilities

1. Our mission
The mission of Brubachers Harness Supplies Inc. is committed to excellence in serving all members and the public, including people with disabilities. From giving our employees relevant training to ensuring that any unexpected disruptions to services or facilities for people with disabilities are publicly communicated, we take accessibility to heart.

2. Our commitment
In fulfilling our mission, Brubachers Harness Supplies Inc. 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.

3. Providing goods and services to people with disabilities
Brubachers Harness Supplies Inc. 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:

• 3.1 Communication
  We will communicate with people with disabilities in ways that take into account their disability. We will train staff and volunteers who communicate with customers on how to interact and communicate with people with various types of disabilities.
• 3.2 Telephone services
  We are committed to providing fully accessible telephone service to our customers. We will train staff and volunteers to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers by e-mail, if telephone communication is not suitable to their communication needs or is not available.
• 3.3 Assistive devices
  We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff and volunteers are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
• 3.4 Billing
  We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: BOLD font, hard copy, large print, e-mail, etc. We will answer any questions customers may have about the content of the invoice in person, by telephone or e-mail.

4. Use of service animals and support persons
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. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Brubachers Harness Supplies Inc.’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.

5. Notice of temporary disruption
Brubachers Harness Supplies Inc. will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
The notice will be placed at all public entrances and service counters on our premises.

6. Training for staff
Brubachers Harness Supplies Inc. will provide training to all employees, volunteers, contractors, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Individuals in the following positions will be trained:
This training will be provided one month after staff/volunteers commence their duties.
Training will include the following:
The purposes 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 Brubachers Harness Supplies Inc.’s goods and services
Brubachers Harness Supplies Inc.’s policies, practices and procedures relating to the customer service standard
Staff and volunteers will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

7. Feedback process
The ultimate goal of Brubachers Harness Supplies Inc. 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.
Feedback regarding the way Brubachers Harness Supplies Inc. provides goods and services to people with disabilities, and on our feedback process itself, can be made by email, telephone, fax or verbally. All feedback will be directed to Henry Brubacher. Customers can expect to hear back in three to five business days.
Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures.

8. Modifications to this or other policies
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of Brubachers Harness Supplies Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

9. Questions about this policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to, Henry Brubacher of Brubachers Harness Supplies Inc. by email, telephone, or verbally.
Henry Brubacher
henry@brubachersharness.ca
Telephone 1-866-669-2064