Accessibility

Customer Service Policy

Accessibility for Ontarians with Disabilities Act - Customer Service Standard

We are committed to doing the right thing for our customers and employees.

The Accessibility for Ontarians with Disabilities Act (AODA) is a law that sets out a process for developing and enforcing accessibility standards. Persons with disabilities and industry representatives work together with the government to develop the standards. Under the AODA, the government is responsible for creating accessibility standards that organizations must follow. Implementing and enforcing these standards will help us work together to make Ontario more accessible and inclusive by 2025.

Bolts Plus is integrating the AODA Customer Service Standard into our workplaces to enhance our commitment to showing respect, understanding, and tolerance towards all customers and employees.

Application and Scope
This Policy applies to all of our employees, agents and contractors who engage with the public on our behalf.

Providing Goods and Services to Ontarians with Disabilities
We are committed to using reasonable efforts to:

• Provide goods and services in a manner that respects the dignity and independence of persons with disabilities
• Provide goods and services in a manner that enables a person with a disability to obtain, use or benefit from our goods and services
• Provide persons with disabilities with an opportunity equal to that given to others to obtain, use and benefit from our goods and services

Communications
When communicating with a person with a disability, we are committed to doing so in a manner that takes into account the person’s disability. We want everyone to feel comfortable serving customers with disabilities. Any questions or concerns about how to interact with persons with disabilities must be discussed with a Manager.

Assistive Devices
In our workplaces, we welcome the use of assistive devices by persons with disabilities in order to obtain, use or benefit from our goods and services. Examples of assistive devices include, but are not limitted to:

• Walkers
• Canes
• Crutches
• Wheelchairs
• Oxygen tanks

Service Animals
We welcome people with disabilities and their service animals. An animal is a “Service Animal” if it is readily apparent that the animal is used by the person for reasons relating to disability, or if the person has a letter from a physician or nurse verifying that the animal is required for reasons relating to disability. Examples of a Service Animal are, but not limited to:

• Guide dogs
• Autism service dogs
• Mobility animals
• Seizure alert animals

People with disabilities may bring their Service Animals in the parts of our show rooms that are open to the public or to third parties, unless the animal is otherwise excluded by law. If a Service Animal is excluded by law from our show rooms, then we will ensure that other measures are available to enable the person with a disability to obtain, use or benefit from our goods and services. If it is not obvious that the animal is a Service Animal, then any questions or concerns must be discussed with a Manager. Service Animals must be in the care and control of the individual at all times. Any questions or concerns concerning a Service Animal must be discussed with a Manager.

Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, the Manager will notify customers promptly with a clearly posted notice. The notice will include information about the reason for the disruption, its anticipated duration and a description of available alternative facilities or services, if any.

Accessibility Training
Any person who interacts with the public or who participates in developing policies, practices and procedures will receive training on an ongoing basis, including information on how to serve persons with disabilities. Training topics will include:

• Review of the purposes of the AODA and requirements of the Customer Service Standard
• Instruction on how to interact and communicate with people with disabilities
• Instruction on how to interact with people with disabilities who use assistive devices or require the assistance of a Service Animal or a Support Person
• Instruction on how to use equipment or devices available at the premise or that is provided otherwise, that may help people with disabilities access our goods and services, such as elevators, or lifts
• Instruction on what to do if a person with a disability is having difficulty accessing our goods and services

Feedback Process
Comments on our goods and services can be addressed through the following methods:

• Speaking with a Store Manager
• Contacting the Bolts Plus head office
  Telephone: (905) 857-4492
  Mail: Bolts Plus Inc.
  8800 George Bolton Pkwy
  Bolton, Ontario, Canada
  L7E 2Y4

Availability of AODA Documents
We will provide AODA-related documents upon request. In the event that we are required by law to provide a copy of an AODA-related document to a person with a disability, then we will do so in a format that takes into account the person’s disability.