CUSTOMER SERVICE ACCESSIBILITY POLICY FOR STORES IN ONTARIO, CANADA
Talbots Canada is committed to providing a high level of customer service for all customers, vendors, contractors and other persons who wish to access its goods, services or facilities in a manner that respects the dignity and independence of individuals with disabilities. This commitment will be integrated wherever possible and will ensure that, where possible, persons with disabilities will benefit from the same goods and services, in the same place and in a similar manner as other customers. Talbots Canada will take all reasonable steps to ensure that all customers, vendors, contractors and others with disabilities have equal opportunity to access its goods, services and facilities.
Talbots Canada is committed to ensuring that every customer receives equitable treatment with respect to services, without discrimination, and receives accommodation where required, in accordance with the provisions of the Accessibility for Ontarians with Disabilities Act, 2005 and its regulations. Talbots Canada will meet the accessibility needs of persons with disabilities in a timely manner.
For the purpose of this policy, “disability” is defined as:
- any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
- a condition of mental impairment or a developmental disability,
- a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
- a mental disorder, or
- an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
Communication and Assistive Devices
Associates are trained and familiar with assistive devices on hand in the store, if any. Associates will communicate with a person with a disability in a manner that takes in to account the person’s disability. People with disabilities are welcome to use their own personal assistive devices (e.g., white cane, wheelchair, hearing and visual aids) in order to access or use our facilities and obtain our products and services.
Service Animals and Support Persons
Unless otherwise excluded by law, Talbots Canada will ensure that all persons using a service animal including a guide dog, are permitted access to its premises with their service animal and to keep the animal with him or her at all times. Where excluded by law, Talbots Canada will ensure that other methods of access are available to a person wishing to access its premises. Persons accompanied by a “support person” as defined herein shall be permitted to have that individual with them at all times, including in the change room areas. For purposes of this policy, a “support person” is, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services. 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.
Notice of Temporary Disruption
Should there be a disruption in any of the services used by people with disabilities to access Talbots goods or services, Talbots Canada shall post notice of such disruption, including the reasons for the disruption, anticipated duration and description of alternative services, in the affected location. Talbots Canada will undertake all reasonable measures to rectify the situation as it arises.
We welcome any feedback on how Talbots provides goods and services to people with disabilities. Feedback can be provided at the store level verbally or in writing. It can also be sent in any of the following ways:
- E-mail: firstname.lastname@example.org
- Phone: 1-800-992-9010
- TDD: 1-800-624-9179
- Mail: Talbots, 2160 Lakeside Centre Way, Knoxville, TN 37922, or
- Talbots Online Chat on Talbots.com
- Other appropriate means including diskettes
We will consider your comments carefully. Where appropriate, Talbots Canada will respond directly to the customer within a reasonable period of time. Employee Education and Training Talbots Canada is committed to ensuring that associates receive training and that they have the appropriate information and instruction to ensure a high level of customer service and to provide an accessible shopping environment to persons with a disability.