Site Information

Accessibility Policy

Accessibility Policy

 Northern Reflections is committed to providing our customers with consistent high levels of customer service.  Northern strives to deliver customer service in a way the meets customers expectations while servicing customers with disabilities.  We are committed to giving people with disabilities the same opportunity to access our goods and services and allowing them the benefit from the same services and in a similar way as other customers.

 

Providing Goods and Services to people with disabilities

Northern is committed to excellence in servicing all customers including people with disabilities and we carry out our functions and responsibilities in the following areas:

 

Communication

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

 

We train our Associates who communicate with customers on how to interact and communicate with people with various types of disabilities.

 

Telephone Services

We train Associates on how to communicate with customers over the telephone using clear and plain language and adjusting pace of speech as needed.

 

We offer to communicate with customers by email, website and written form if telephone communication is not suitable to their communication needs.

 

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 Associates are trained to be receptive to various assistive devices that may be used by customers with disabilities while accessing our goods or services.

 

Receipts

We answer any questions customer may have about the content of their receipt in person, by telephone or email.

 

Use of Service Animals or 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.  We will ensure that all Associates are properly trained on 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 our Company 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.

 

Notice of Temporary Disruption

In the event of a planned or unexpected disruption in our facilities, Northern will ensure the postage of a notice of temporary disruption.

 

Training of Associates

Northern Reflections will provide training to all Associates who work with the public and all parties who are involved in the development and approvals of customer service policies, practices and procedures.  Individuals in the following positions, but not limited to are trained:

  • Office Associates
  • Service Centre Office Associates
  • District Sales Managers
  • Store Salaried Associates
  • Store Hourly Associates

 

Training will occur during orientation and on an ongoing basis when changes are made to these policies, practices and procedures.

 

Training will include the following:

  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirement of the customer service standard
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people who use an assistive device or require the assistance of a service animal or a support person
  • Northern’s policies, procedures and practices pertaining to providing accessible customer service to customer with disabilities

 

Feedback Process

The goal of this policy is to deliver customer service in a way that meets customer expectations while servicing customers with disabilities.  Comments on our services regarding how well these expectations are being met are welcome and appreciated.

 

Feedback regarding the way Northern provides goods and services to people with disabilities can be made by contacting our Customer Service Hotline at 1-877-902-5608 or by emailing nr.customer.relations@northernreflections.com.  Complaints will be addressed according to complaint procedures.

 

Modifications to this and 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.  Northern Reflections customer related policies have been deemed to reflect and promote respect, dignity and independence of people with disabilities.