AODA Customer Service Plan & Policy

Providing Goods, Services or Facilities to People with Disabilities

Tre Mari Bakery is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

Tre Mari Bakery understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.

We are committed to complying with both the Ontario Human Rights Code and the AODA as well as being committed in serving all customers including people with disabilities.

Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

Assistive devices

People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.

In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.

Communication

To meet communication needs, when appropriate we offer to communicate in different ways, such as writing things down, reading things out loud, and taking extra time to explain things.

This may include the following:

Keep paper and pens available to write things down
Offer a chair when longer conversations are needed
Offer a quieter space
Sit down to engage with someone using a wheelchair
Add any others that are specific to our organization

We will work with the person with a disability to determine what method of communication works for them.

Service Animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability. A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

We expect the person who is handling the service animal to maintain control of the animal physically or through voice, signal or other means. If the service animal is showing signs of not being controlled (i.e., by barking, whining or wandering), we may provide a warning to the handler to control the animal.

Support Persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. We address the customer, not the support person, unless requested by the customer. We also will make space for support persons on-site and ensure customers have access to their support persons at all times.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Tre Mari Bakery will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

We let the public know about disruptions in the following ways:

Posted on website, on social media, and/or in e-newsletters
Posted at our building entrance or cash counter
In high traffic areas
Through employees, volunteers or management

Training

Tre Mari Bakery will provide accessible customer service training to:

All employees and volunteers
Anyone involved in developing our policies
Anyone who provides goods, services or facilities to customers on our behalf

Staff will be trained on accessible customer service within a few weeks after being hired

Training will include:

Purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
Tre Mari Bakery’s policies related to 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 a support person
How to use the equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities.
What to do if a person with a disability is having difficulty in accessing Tre Mari Bakery’s goods, services or facilities

Staff will also be trained when changes are made to our accessible customer service policies.

Feedback Process

Tre Mari Bakery welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

Customers will be notified of how to provide feedback in the following ways:

Visit our main cash
Contact us by phone, email, and website
All feedback is directed to the management, who determines what action, if any, should occur
If the feedback requires us to follow-up, the customer is notified that the request is being reviewed and when they can expect a response
We let the customer know what action we will take to address their feedback, if any
We respond to feedback in a way that meets the communication needs of the individual

Customers who wish to provide feedback on the way Tre Mari Bakery provides goods, services or facilities to people with disabilities can provide feedback in the following way:

Visit our main cash
Contact us by phone, email, and website
All feedback is directed to the management, who determines what action, if any, should occur
If the feedback requires us to follow-up, the customer is notified that the request is being reviewed and when they can expect a response
We let the customer know what action we will take to address their feedback, if any
We respond to feedback in a way that meets the communication needs of the individual

All feedback, including complaints, will be handled by giving the feedback straight to management and will be responded to within 3 business days.

We will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

Notice of Availability of Documents

Tre Mari Bakery will notify the public that documents related to accessible customer service, are available upon request by posting a notice in the following location(s)/way(s):

Posted on website, on social media, and/or in e-newsletters
Through employees, volunteers or management

We will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.

Modifications to This or Other Policies

Any policies of Tre Mari Bakery that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

Signed and Approved by:
Anna Marie Deleo
Date: January 1st, 2023