Accessibility Policy

Statement of Commitment

Bothwell Furniture has always recognized that our customers and staff are our greatest asset. Our commitment to excellent customer service includes ensuring that all people can access our goods and services. We support the goals of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and will meet accessibility requirements by establishing policies, practices, and procedures consistent with the Accessibility Standards for Customer Service (Ont. Reg. 429/07) and the Integrated Accessibility Standards Regulation (IASR) (Ont. Reg. 191/11).

Bothwell Furniture is committed to providing goods and services in a manner that respects the dignity and independence of persons with disabilities. Our customer service will also be consistent with the principles of integration and equal opportunity. We will make every reasonable effort possible to ensure that people with disabilities are given an equal opportunity to access our goods and services. Service will be provided in a way that allows people with disabilities to benefit from the same services, in the same place, and in the same or similar way as other customers.

Bothwell Furniture is committed to meeting the needs of all people with disabilities in a timely manner by preventing and removing barriers to accessibility. We are committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity for all people including staff, potential employees, and third party individuals.

Customer Service Policy

Communication

We will communicate with people with disabilities in ways that take into account their disability and train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

Telephone Services

We will communicate with customers over the telephone by speaking slowly and clearly using plain language. We will offer to communicate with customers in a manner that is suitable to their communication needs.

Assistive Devices

People with disabilities are free to use their personal assistive devices in all of our areas that are open to the public. Our warehouse and designated "staff only" areas are generally not open to the public. These areas will be accessible, if necessary, with the accompaniment of a supervisor, and when there is no safety risk.

Billing

We are committed to providing accessible invoices to all of our customers. Invoices will be provided in hard copy or e-mail format. Alternatively, the invoices can also be read back to the customer at any time by telephone or in person. We will answer any questions customers may have about the content of the invoice in person, by telephone, or e-mail.

Documentation

All published documents can be available, upon request, in hard copy, large print and e-mail.

Policy on use of service animals and support persons

Service animals are welcome in all areas that are open to the public, unless otherwise exempted by law. Support persons are also welcome in all areas that are open to the public. Our warehouse and "staff only" areas will be accessible, if necessary, with the accompaniment of a supervisor, and when there is no safety risk.

Our staff, volunteers, and third-party contractors will be trained on how to interact with people with disabilities who are accompanied by a service animal and/or support person.

It is our understanding that we retain the right to ask for supporting documentation for a service animal if it is not readily apparent that the animal is a service animal.

We do not charge a fee for support persons to enter our premises. Notices will be posted if a fee will be charged for support persons during any special events hosted on our premises.

Notice of Temporary Disruption

Bothwell Furniture will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by persons with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or service, if available. Notices will be placed at our entrance and service counters.

Training for staff

Bothwell Furniture will provide training to staff, volunteers, and third-parties who deal with the public on our behalf. Those involved in the development of policies, practices, and procedures will also receive training.

Training will cover the following topics:

The purpose of the AODA and the requirements under the customer service standard
How to interact and communicate with people who have various types of disabilities
How to interact with people with various types of disabilities who use assistive devices
How to interact with people with disabilities who are accompanied by a service animal or support person
What to do if a person with a disability is having difficulty accessing our goods and services
Bothwell Furniture policies, practices, and procedures relating to the provision of goods or services to people with disabilities

Training will be provided to new staff members within two weeks of employment. Ongoing training will be provided to existing staff when changes are made to the Accessibility Policy.

Feedback

Bothwell Furniture strives to provide superb customer service to customers with disabilities.Comments on our services and how well those expectations are being met are welcome and appreciated.

Feedback on how well Bothwell Furniture provides goods and services to people with disabilities can be made through the following avenues:

Sending an e-mail to: amanda@bothwellfinefurniture.com
Verbally at the store or by calling (519) 695-2714 or toll-free 1 (800) 265-9863
Sending a letter to:
Bothwell Furniture
Attn: Amanda Charron
170 Main Street
PO BOX 100
Bothwell, ON N0P1C0

All feedback and complaints will be thoroughly reviewed and investigated by the Accessibility Director and Management. Customers can expect to receive a response within 5 business days. We kindly ask for customers to indicate if they wish to receive a response by mail, e-mail, or telephone.

Modifications to this or other policies

Bothwell Furniture is committed to developing customer service policies that respect and promote the dignity and independence of persons with disabilities. Therefore, no changes will be made to this policy before considering the impact on persons with disabilities.

Questions concerning this policy

Any individuals who have questions about this policy or its purpose should direct their questions to the Bothwell Furniture Accessibility Director. Contact information is provided in the Feedback section of this policy.

Integrated Accessibility Standards Regulation (IASR) Policy

General Requirements

Accessibility Plan

Bothwell Furniture will develop, maintain and document an Accessibility Plan that sets out the steps the company will take to comply with Ontario's accessibility laws and prevent and remove accessibility barriers. This plan will be reviewed and updated at least once every five years. We will provide a copy of this document in an accessible format as required.

Procuring or Acquiring Goods, Services or Facilities

Bothwell Furniture will consider accessibility when designing, procuring or acquiring goods, services or facilities to better serve persons with disabilities.

Training Employees and Volunteers

Bothwell will provide training to staff, volunteers, and third-parties who deal with the public on our behalf, on the requirements of the IASR. Those involved in the development of policies, practices, and procedures will also receive training.

Training will be provided to new staff members within two weeks of employment. Ongoing training will be provided to existing staff when changes are made to the Accessibility Policy. A record of training will be kept by Bothwell Furniture.

Training will be appropriate to the duties of the employees, volunteers and other persons but all will be trained on the Ontario Human Rights Code as it pertains to persons with disabilities.

Information and Communications Standard

Feedback

Bothwell Furniture will continue to maintain an accessible feedback process in order to receive and respond to feedback from customers, employees and members of the public who have a disability.

Accessible Formats and Communication Supports

Bothwell Furniture will notify the public that we will provide, or will arrange for the provision of accessible formats and communication supports for persons with disabilities. Accessible formats will be provided in a timely manner and take into account the person's accessibility needs due to disability. We will consult with the individual making the request to determine a suitable format.

Upon request, Bothwell Furniture will provide emergency and public safety information in an accessible format.

Employment Standard

Recruitment, assessment, and selection process

Bothwell Furniture is an equal opportunity employer. We will notify the public that we offer accommodation for job applicants with disabilities. Accommodations are available upon request during the recruitment, assessment, and selection process. We will work with the individual to provide suitable accommodation in a manner that takes into account their disability. When making offers of employment, Bothwell Furniture will notify the successful applicant of its policies for accommodating employees with disabilities.

Workplace Emergency Response Information

Bothwell Furniture will provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary, and if Bothwell Furniture is aware of the need for accommodation due to the employee's disability. The information will be provided as soon as practicable after becoming aware of the need for accommodation.

Where the employee requires assistance, Bothwell Furniture will, with the consent of the employee, provide the workplace emergency response information to the individual designated by Bothwell Furniture to provide assistance to the employee.

Bothwell Furniture will review the individualized workplace emergency response information when the employee moves to a different location in the organization, when the employee's accommodations needs are reviewed, or when Bothwell Furniture changes emergency procedures.

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