Customer Service Accessibility Policy

INTENT

Dimplex North America Ltd. has adopted this policy in the pursuit of providing consistently high customer service standards for all clients, regardless of race, creed, age, gender, or disability.

All customer service provided by Dimplex North America Ltd. shall follow the ideals of dignity, independence, integration and equal opportunity. Persons with disabilities may use assistive devices and/or support persons in the access of goods and services. We will meet or exceed all applicable legislation regarding the provision of customer service.

DEFNINITIONS

Accessibility Coordinator - The person appointed by Dimplex North America Ltd. as Accessibility Coordinator

Assistive Devices - Any auxiliary aid such as communication aids, cognition aids, personal mobility aids and medical aids (i.e. canes, crutches, wheelchairs, or hearing aids.

Persons with Disabilities – Any person that has a disability as defined under the Ontario Human Rights Code (e.g. Person with a Visual Impairment, Person with a Hearing Impairment, etc.).

Employee - Any person who deals with members of the public or other third parties on behalf of Dimplex North America Ltd. , whether the person does so as an employee, agent, volunteer or otherwise

Service Animals - Animals specially trained to assist a person with a disability.

Support Persons - Any person that accompanies and assists a person with a disability.

DOCUMENTATION

Dimplex North America Ltd. shall, upon request, supply a copy of the policies, practices & procedures required under the Ontario Regulation 429-07 -Accessibility Standards for Customer Service to any person.

    FEEDBACK PROCESS

    Dimplex North America Ltd. shall provide customers with the opportunity to provide feedback on the service provided to them. Feedback forms along with alternate methods of providing feedback such as, verbally, over the phone, through email will be available upon request.

    All customers will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

    SERVICE ANIMALS

    Service animals will be allowed access to our premises, except in areas where otherwise prohibited by law (e.g. Food Preparation Areas).

    Where service animals are not clearly identified, a staff member will ask the owner to provide appropriate documentation.

    ASSISTIVE DEVICES

    All premises are accessible, and allow the use of assistive devices, including but not limited to:

    • Wheelchairs
    • Walkers
    • White Canes
    • Note taking devices
    • Portable magnifiers
    • Recording machines
    • Assistive listening devices
    • Personal oxygen tanks
    • Devices for grasping

    SUPPORT PERSONS

    Dimplex North America Ltd. shall waive any applicable access fees to the premises and/or company run events for a support person that accompanies a person with a disability.

    Unless there is a genuine safety concern, support persons shall be allowed to accompany the customer at all times. If confidential information needs to be shared, consent will be obtained from the customer, prior to any conversation.

    ADMISSION FEE - ADVANCE NOTICE

    In the event that admission fees are charged, advance notice concerning what admission, if any, would be charged to a support person shall be posted in a conspicuous place.

    NOTICE OF DISRUPTIONS IN SERVICE

    Dimplex North America Ltd. will provide as much advance notice as is possible regarding any planned or unplanned disruption in service, or availability of accessible products/services.

    Service Disruptions will be posted in writing at all entrances, and at the point of disruption. Where possible, we will make every effort to provide notice to customers over the phone, and on our website.

    TRAINING

    Staff will be required to participate in all company provided Customer Service Accessibility Training. The training provided will include best practices for interactions with customers with a disability. Training records shall be kept identifying date training was provided and to whom the training was provided.

    FOR MORE INFORMATION

    To review the Accessibility for Ontarians with Disabilities Act, Ontario Regulation 429/07 in its entirety, please visit:

    Ontario Regulation 429/07

    For additional information visit the Ministry of Community and Social Services (MCSS) website at: http://www.mcss.gov.on.ca/mcss