Customer Service Policy:
Providing Goods and Services to People with Disabilities
PURPOSE: Consistent with applicable accessibility legislation, including the obligation to make reasonable accommodations up to the point of undue hardship, and with best practices, our goal is to create a more accessible environment within our stores by identifying, and to the extent possible, preventing, and eliminating barriers experienced by persons with a disability. Regulations have been established in various jurisdictions, including in Ontario and Manitoba (the “Regulations”) to ensure goods and services are, where possible, equally accessible to every member of the public.
COMMITMENT TO ACCESSIBILITY: We at Foot Locker Canada Co. (the “Company”) are committed to providing a barrier-free environment for our customers. The objective of this policy (the “Policy”) is to ensure we meet the requirements of the Regulations and promote the underlying core principles of accessibility. We are committed to developing customer service policies and practices that respect and promote the dignity and independence of people with disabilities.
The Company strives to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.
CORE PRINCIPLES OF THE POLICY: We endeavour to ensure that the Policy and related practices and procedures are consistent with the following four principles:
- Dignity – Persons with a disability must be treated as valued customers as deserving of service as any other customer.
- Equality of Opportunity – Persons with a disability should be given an opportunity equal to that given to others to obtain, use and benefit from our goods and services.
- Integration – Wherever possible, persons with a disability should benefit from our goods and services in the same or similar place and in the same or similar manner as any other customer. In circumstances where integration does not serve the needs of the person with a disability, goods and services will, to the extent possible, be provided in another way that takes into account the person’s individual needs.
- Independence – Goods and services must be provided in a way that respects the independence of persons with a disability. To this end, we will always be willing to assist a person with a disability but will not do so without the express permission of the person.
THE COMPANY IS COMMITTED TO EXCELLENCE in serving all customers including people with disabilities and we will carry out our functions and responsibilities as follows:
We will communicate with people with disabilities in ways that take into account their disability.
- Telephone Services:
We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
We will offer to communicate with customers by email or regular mail if telephone communication is not suitable to their communication needs or is not available.
- Assistive Devices:
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. Where applicable, we will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
- Service Animals and 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. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in 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 the Company’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
- Notice of Temporary Disruption:
The Company will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people 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. The notice may be placed at public entrances and service counters on our premises.
- Training for Staff:
The Company is committed to providing training to all staff, every person who provides goods, services or facilities on behalf of the Company, and every person who is involved in the development of customer service, policies and procedures. The Company will document all training and report such training in compliance with applicable legislation in the province where the staff member is employed. Training Policy is located on the Communication Board or can be accessed on the PPP.
- Feedback Process:
Comments on our services to customers with disabilities are welcome and appreciated. Feedback regarding the way the Company provides goods and services to people with disabilities can be made:
- By email to: firstname.lastname@example.org or email@example.com
- By fax to: (717) 972-3712
- By telephone to: (416) 748-4224
- In writing to: Foot Locker Canada , 230 Barmac Dr., 2nd Floor, Weston, Ontario, M9L-2Z3, Attention: Human Resources Department
Accessible formats and communication supports are available on request. All feedback, including complaints, will be directed to Director, Human Resources. Customers can expect to hear back within 15 business days. The Director of Human Resources will document any resulting actions from feedback received.
- Notice of Availability:
The Company will notify the public that our documents, including documents setting out our resulting actions, related to accessible customer service, are available upon request by posting a notice on our Company website Footlocker.ca.
- Modifications to this or Other Policies:
We are committed to developing customer service policies that respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of the Company that does not respect and promote the dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.
- Questions about this Policy:
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, questions may be directed to Director, Human Resources at Foot Locker Canada Co., 230 Barmac Dr., 2nd Floor, Weston, Ontario, M9L-2Z3. This policy is available in alternate forms, upon request.