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Accessible Customer Service Policy

Statement of commitment

Gabriel Pizza Franchise Corporation (GPFC), which includes Gabriel Pizza and the Crust & Crate entities, is committed to ensuring equal access and participation for people with disabilities. GPFC is committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. GPFC believes in integration and we are committed to meeting the needs of people with disabilities in a timely manner. GPFC will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.

Training

GPFC is committed to training staff and volunteers in Ontario’s accessibility laws and aspects of the Ontario Human Rights Code that relate to persons with disabilities.

GPFC will train our employees and volunteers on accessibility as it relates to their specific roles.

Self-service kiosks

GPFC will incorporate accessibility features/consider accessibility for people with disabilities if designing, procuring or acquiring self-service kiosks.

Information and communications

GPFC will communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports.

GPFC will also meet internationally-recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.

Employment

GPFC will notify employees, potential hires and the public that accommodations can be made during recruitment and hiring.

GPFC will notify staff that supports are available for those with disabilities. GPFC will put in place a process to develop individual accommodation plans for employees.

Workplace Emergency Response

GPFC will also provide individualized emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary, and if GPFC is aware of the need for the accommodation due to the employee’s disability. GPFC will provide this information as soon as is practicable after becoming aware of the need for accommodation.

Where the employee requires assistance, GPFC will, with the consent of the employee, provide the individual workplace emergency response information when the employee moves to a different location in the organization, when the employee’s overall accommodation needs or plans are reviewed, or when GPFC reviews its general emergency response policies.

Documented Individual Accommodation Plans

GPFC has an Accommodation Policy that outlines the steps required for the development of individual accommodation plans for employees with disabilities.

If requested, information regarding accessible formats and communications supports available will also be included in individual accommodation plans.

In addition, plans will include individual workplace emergency response information (where required) and will identify any other accommodation that is to be provided.

Design of Public Spaces

GPFC will meet accessibility laws when building or making major changes to public spaces as applicable to GPFC. Public spaces include:

  • • Outdoor public eating areas like rest stops or picnic areas
  • • Outdoor paths of travel, like sidewalks, ramps, stairs, curb ramps, rest areas and accessible pedestrian signals
  • • Accessible off-street parking
  • • Accessible on-street parking
  • • Service-related elements like service counters, fixed queuing lines and waiting areas

GPFC will put procedures in place to prevent service disruptions to our accessible parts of our public spaces.

Changes to existing policies

GPFC will modify or remove an existing policy that does not respect and promote the dignity and independence of people with disabilities.

Accessibility for Ontarians with Disabilities Act (AODA)

Accessible Customer Service Policy

1. PURPOSE & SCOPE

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is the Provincial Legislation with the purpose of developing, implementing and enforcing accessibility standards in order to achieve accessibility for people with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises on or before January 1, 2025.

This policy is in accordance with the Accessible Customer Service Standard for the following:

  • • The provision of goods and services to people with disabilities
  • • The use of assistive devices by people with disabilities
  • • The use of service animals by people with disabilities
  • • The use of support people by people with disabilities
  • • Notice of temporary disruptions in services and facilities
  • • Staff training
  • • Customer feedback regarding the provisions of goods and services to people with disabilities
  • • Notice of availability and format of documents

2. POLICY STATEMENT

GPFC Franchise Corporation (GPFC), which includes GPFC and the Crust & Crate entities, is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence.

We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws.

People with disabilities will benefit from the same services, in the same place and in a similar way as other customers. Management will ensure that all employees are properly trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Employees will also be trained on an ongoing basis when changes are made to these policies, practices and procedures. Employees shall follow the policies, practices and procedures outlined when dealing with people with disabilities.

3. PROVIDING GOODS & SERVICES TO PEOPLE WITH DISABILITIES

GPFC is committed to excellence in service to all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

3.1 COMMUNICATION

GPFC will communicate with people with disabilities in ways that take into consideration their disability. Employees will be trained on how to interact and communicate with people with various types of disabilities.

3.1.1 Telephone Communications

GPFC is committed to providing fully accessible telephone service to our customers. We will train employees 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, fax, or letter if telephone communication is not suitable to their communication needs or is not available.

3.2 USE OF ASSISTIVE DEVICES, SERVICE ANIMALS AND SUPPORT PEOPLE

GPFC will ensure that the access, use and benefit of goods or services are not compromised for people with disabilities who require the use of assistive devices or who are accompanied by a service animal or support person.

3.2.1 Assistive Devices

Assistive devices required by a person with a disability are permitted except where the device may pose a risk to the health and safety of a person with a disability or the health and safety of others on the premises.

3.2.2 Service Animals

A guest with a disability that is accompanied by a service animal will be allowed access to premises that are open to the public unless otherwise excluded by law. Examples of service animals include dogs used by people who are blind, hearing alert animals for people who are deaf, deafened or hard of hearing, and animals trained to alert an individual to an oncoming seizure and lead them to safety.

  • If a service animal is excluded by law, Gabriel Pizza will ensure that alternative methods are available to allow the person with a disability to use or benefit from our goods and services, whenever reasonably possible
  • If it is not readily apparent that the service animal is being used by the guest for reasons relating to his or her disability, Gabriel Pizza may request verification
  • A guest that is accompanied by a service animal is responsible for maintaining care and control of the animal at all times
  • If a health and safety concern presents itself, for example in the form of a severe allergy to the animal, Gabriel Pizza will make all reasonable efforts to accommodate the needs of all individuals
  • No service animal can be evicted, excluded or separated from its owners unless the animal demonstrates behaviour posing a direct threat to the health and safety of others
  • Those who object to the presence of a service animal will be consulted individually to find a compromise that does not hinder access for the individual with a disability
  • In the event that a service animal must be separated from an individual, reasonable steps will be taken to serve the customer and address the safety and well-being of the service animal.

3.2.3 Support People

A support person is an individual who accompanies a guest with a disability to help his or her communication, mobility, personal care or medical needs, or with accessing goods and/or services. All support people are welcome at all GPFC locations. Cost for goods and services for a support person accompanying a person with a disability will be the responsibility of the support person.

3.3 NOTICE OF TEMPORARY DISRUPTION TO FACILITIES OR SERVICES

GPFC 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 will be placed at all public entrances and service counters on our premises.

4. STAFF TRAINING

GPFC will provide training to all employees and all those who are involved in the development and approvals of customer service policies, practices and procedures. This training will be provided to all new employees and on an ongoing basis to ensure all employees stay current with any policy or procedural changes as it relates to the AODA Customer Service Standard.

The training will include:

  • The purposes of the AODA, 2005 and the requirements of 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, service animal or a support person
  • How to use relay services for telephone communications
  • What to do if a person with a disability is having difficulty accessing goods and services at Gabriel Pizza
  • Current policies, practices and procedures relating to the customer service standard

GPFC will keep a written record of the accessible customer service training provided, including a summary of the content, when it was provided, the number of people trained and the dates.

5. FEEDBACK PROCESS

The ultimate goal of GPFC is to meet and surpass customer expectations while providing service to customers with disabilities. Comments on our services regarding how well those expectations are being met are welcomed and appreciated.

Feedback regarding the way GPFC provides goods and services to people with disabilities can be made as follows:

  • Website: http://www.gabrielpizza.com/ by accessing the Feedback tab
  • By email to biggerbetterpizza@gmail.com
  • Verbally to the location’s Manager
  • By phone: 613-748-0845

Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures.

Copies of the Accessible Customer Service Policy are available, upon request

6. MODIFICATIONS TO THIS OR OTHER POLICIES

GPFC is committed to developing customer service policies that respect and promote dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. GPFC will provide policy and procedure documents produced by the GPFC in an alternative format upon request, within a reasonable amount of time.

7. QUESTIONS ABOUT THIS POLICY

This policy exists to achieve service excellence to customers with disabilities. If you have any questions on this policy or would like to obtain this document in an alternate format, please feel free to contact Head Office by mail, phone, or email.