For several generations, Decorium has always recognized that our customers and staff are our greatest asset. Our unwavering commitment to excellent customer service includes ensuring that all people can access our stores and website. We support the goals of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and will meet or exceed 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).
Decorium is, and has always been, 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.
Customer Service Policy
Decorium 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.
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.
We will communicate with customers over the telephone by speaking slowly and clearly using plain language. Staff will be trained on how to use telephone relay service to communicate with customers. We will offer to communicate with customers in a manner that is suitable to their communication needs, including e-mail, relay services and in person.
People with disabilities are free to use their personal assistive devices in all of our areas that are open to the public. Our designated “staff only” and warehouse 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.
We will ensure that any on-site assistive devices are kept in good working order and that our staff are trained on the use of these devices.
We are committed to providing accessible invoices to all of our customers. Invoices will be provided in hard copy or email 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 email. We will make sure that our invoices are clear and understandable.
All published documents can be available, upon request, in hard copy (regular or large print) or in digital format.
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 designated “staff only” and warehouse areas are generally not open to the public.
Our staff 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.
Notice of Temporary Disruption
Decorium 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
Decorium will provide training to staff, volunteers, and other third-parties who interact 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 use assistive devices offered by Decorium
- How to interact with people with disabilities who are accompanied by a service animal or support person
- Decorium policies, practices, and procedures relating to the provision of goods or services to people with disabilities
- What to do if a person with a disability is having difficulty accessing our stores or website
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.
Decorium strives to provide excellent customer service to customers with disabilities.Comments on our services and how well those expectations are being met are welcome and greatly appreciated.
You can share your thoughts and feedback with us through any of these methods:
- Email: [email protected]
- Phone: 800-232-2267
- Visiting our reception desk at our stores.
- Sending a letter to:
363 Supertest Rd, North York, ON M3J 2T8
All feedback will be thoroughly reviewed and investigated by 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, email, or telephone.
Modifications to this or other policies
Decorium may from time to time update our policies to ensure we are offering the very best service to persons with disabilities. No changes will be made to this policy before carefully considering the impact on persons with disabilities.
Questions About This Policy
We are more than happy to answer any questions related to this policy. Please contact us using any of the options discussed above in the “Feedback” section.
Integrated Accessibility Standards Regulation (IASR) Policy
Decorium 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 can provide a copy of this document in an accessible format as required.
Procuring or Acquiring Goods, Services or Facilities
Decorium will consider accessibility when designing, procuring or acquiring goods, services or facilities to better serve persons with disabilities.
Training Employees and Volunteers
Decorium will provide training to staff and volunteerswho 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 Decorium.
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
Decorium 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. There are a variety of ways we can be contacted.
Accessible Formats and Communication Supports
Decorium 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, Decorium will provide emergency and public safety information in an accessible format.
Accessible Websites and Web Content
Decorium will ensure that our websites and web content conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 Level A, except where this is impracticable. For more information on WCAG visit http://www.w3.org/WAI/intro/wcag.
Recruitment, assessment, and selection process
Decorium 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, Decorium will notify the successful applicant of its policies for accommodating employees with disabilities.
Workplace Emergency Response Information
Decorium 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 Decorium 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, Decorium will, with the consent of the employee, provide the workplace emergency response information to the individual designated by Decorium to provide assistance to the employee.
Decorium 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 Decorium changes emergency procedures.