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TSC Stores LP
Policy: Accessible Customer Service Plan
Effective: August 1, 2011

Operations Policy & Procedure Manual
Human Resources

TSC Stores L.P. (TSC) is committed to excellence in serving all customers including people with disabilities in a respectful manner. We integrate dignity and equal opportunity to our customer and employees.


Assistive devices

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.


Communication

We will communicate with people with disabilities in ways that take into account their disability and provide copies of practices and procedures to the public upon request.


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.


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.


Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities i.e. restrooms or washrooms, TSC 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.

The notice will be placed at the entrance to the store/store support centre/distribution centre.


Training for staff

TSC will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. TSC will also provide training on equipment and devices that are available within the organization. Individuals in the following positions will be trained:


All Employees in Ontario

This training will be provided to employees as part of their orientation.

Training will include:
  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • TSC's accessible customer service plan.
  • 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.
  • What to do if a person with a disability is having difficulty in accessing TSC's goods and services.

Employees will also be trained when changes are made to your accessible customer service plan.


Feedback process

Customers who wish to provide feedback on the way TSC provides goods and services to people with disabilities can do so by completing a Customer Feedback Card which can be picked up at any store location or e-mail concerns by going to the TSC website: www.tscstores.com and clicking on "Contact Us" and click on "Customer Service". All feedback will be directed to the Human Resources Department and Customers can expect to hear back within 2 business days. Complaints will be addressed according to our organization's regular complaint management procedures. TSC will provide accessible formats and communication upon request.


Modifications to this or other policies

Any policy of TSC that does not respect and promote the dignity and independence of people with disabilities will be modified or removed. Should it be required, TSC L.P will provide an individualized evacuation plan to those with disabilities.