Accessibility Statement

At Northern Reflections, we believe in building a culture that respects the dignity and differences in others. Our commitment to diversity and inclusion is supported through our actions, decisions, and initiatives, including with respect to accessibility. Northern Reflections is motivated to make its communications accessible to everyone, regardless of technology or ability.

 

Consistent with this goal, we have and will continue to take steps to enhance our site’s accessibility and usability for the widest possible audience, and in doing so, adhere to the available standards and guidelines. Our website endeavours to conform to Level AA of the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines (WCAG) 2.0.

 

We continually enhance our digital properties to deliver an accessible experience using the Siteimprove Accessibility platform to proactively manage, monitor, and maintain our progress towards WCAG compliance. Siteimprove is a member of the W3C, International Association of Accessibility Professionals (IAAP) and a UN Global Compact organization.

 

While we are working to continually improve the usability of our website for people of all abilities, there are some areas of our website that are not under our direct control, such as third-party web services. If you are having difficulty navigating any areas of our site, please contact our Customer Relations Team and we will do our best to address the concern and accommodate your request.

 

If you encounter any accessibility barriers on our digital properties, or have any feedback, we would like to hear from you. Please contact our Customer Relations Team at nrcustomer.relations@northernreflections.com or by phone at 1-877-467-5967.

 

Accessibility Plan

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.

 

 Click here for our multi-year accessibility plan.

---

Providing Goods & Services To People With Disabilities

Northern Reflections 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 all employees who communicate with customers on how to interact and communicate with people with various types of disabilities.

This includes training 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, through our website and other methods if telephone communication is not suitable to their needs.

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

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 and other third parties, except where the animal is excluded by law.  At no time will a person with disability who is accompanied by a service animal be denied access to their service animal while on the premises.  We will ensure that all employees 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 premises with their support person.  At no time will a person with a disability who is accompanied by a support person be prevented from having access to their support person while on our premises. 

Notice Of Temporary Disruption

In the event of a planned or unexpected disruption in our facilities or services usually used by people with disabilities, Northern Reflections will ensure the postage of a notice of temporary disruption. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

 

Northern Reflections will offer to communicate with individuals in person if a notice is not suitable to their communication needs.

Training Of Employees

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 include the following:

 

• The purpose of the AODA and the requirements of the customer service standard and regulations;
• 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;
• How to use equipment on business premises or otherwise that may help with the provision of services to people with disabilities;
• What to do if a person with disability is having difficulty in accessing services provided by Northern Reflections; and
• Northern Reflections’ policies, practices and procedures pertaining to providing accessible customer service to customers 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 nrcustomer.relations@northernreflections.com. Complaints will be addressed according to complaint procedures.

Information and communications

Northern Reflections is committed to meeting the communication needs of people with disabilities. When asked, Northern Reflections will provide information and communication materials in accessible formats or with communication supports. This includes publicly available information about our services and facilities, as well as publicly available emergency information. Northern Reflections will consult with people with disabilities to determine their information and communication needs.

Modifications To 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 Northern Reflections that does not respect and promote the dignity and independence of people with disabilities will either be modified or removed.