When communicating with a person who has a disability, we will communicate in a manner that takes into account the person’s disability.
We will train employees who communicate with customers on how to interact and communicate with people with various types of disabilities.
We are committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our employees are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
We will also ensure that our employees know how to use assistive devices that are available in various locations for customers use.
We welcome persons with disabilities who are accompanied by service animals. Service animals are allowed on the parts of our premises that are open to the public.
If a service animal is legally excluded from some parts of the premises, we will provide alternative measures to enable the person to obtain, use or benefit from our services.
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 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 services, if available.
This notice will be placed on the store’s website and at all public entrances and at the point of disruption. This notice will be provided in accessible formats as required.
Training must be completed during the employee orientation process.
Training will include:
• A review of the applicable accessibility legislation 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 support person.
• How to use the equipment or assistive devices that are available on our premises or that we otherwise provide that may help with the provision of goods and services to people with disabilities.
• What to do if a person with a disability is having difficulty in accessing our goods and services.
• Canadian Tire’s policies, practices and procedures governing the provision of goods or services to people with disabilities.
Training records will be kept, including the dates when the training is delivered, the number of employees to whom the training was provided and their names.
The ultimate goal of Canadian Tire 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 Canadian Tire provides goods and services to people with disabilities can be made by completing the feedback form, sending an e-mail to the store (form and address details available through customer service desk) or by speaking directly with a manager on duty. All feedback will be directed to the store manager. We will make all reasonable efforts to address concerns or complaints promptly.
Any policy of Canadian Tire that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Some businesses within the Canadian Tire family may have developed their own retail specific customer service accessibility policy. Should there be a conflict between a retail specific customer service accessibility policy and the Canadian Tire Corporation, Limited Customer Service Accessibility Policy, the one which offers the greater accommodation to our customers shall govern.