Policy on Providing Goods or Services to People with Disabilities
The purpose of this policy is to ensure that all Sofa by Fancy staff and employees are aware of their rights and responsibilities with respect to accommodation and to set out in writing Sofa by Fancy’s plan for providing accessible services in keeping with the Accessibility Standard for Customer Service.
The following principles will guide Sofa by Fancy in our provision of services to the public:
Sofa by Fancy will ensure that our staff members are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
Sofa by Fancy will use reasonable efforts to provide accessibility to the people with disabilities.
Sofa by Fancy staff members will communicate with people with disabilities in ways that take into account their disability.
A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.
If a guide dog, service animal or service dog is excluded by law (see applicable laws below) Sofa by Fancy will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).
Food Safety and Quality Act 2001, Ontario Regulation 31/05: Animals not intended for slaughter or to be euthanized are not allowed in any area or room of a meat plant. It also makes an exception for service dogs to allow them in those areas of a meat plant where food is served, sold or offered for sale to customers and in those areas that do not contain animals or animal parts and are not used for the receiving, processing, packaging, labelling, shipping, handling or storing of animals or parts of animals.
The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, normally does not allow animals in places where food is manufactured, prepared, processed, handled, served, displayed, stored, sold or offered for sale. It does allow guide dogs and service dogs to go into places where food is served, sold or offered for sale. However, other types of service animals are not included in this exception.
Dog Owners' Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relating to banned breeds (such as pitbulls) and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails.
If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, Sofa by Fancy may request verification from the customer.
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
The majority of Sofa by Fancy’s customers interact with the organization over the telephone through our office in Mississauga Ontario.
To accommodate persons with deafness or a hearing impediment, http://www.bell.ca/Accessibility_services/Bell_IP_Relay uses Bell Canada’s IP Relay Service. The service allows users to connect to specially trained operators through chat sessions in the Bell IP Relay portal. Bell operators then place phone calls on their behalf and facilitate conversations. Please note that there are some technical and system requirements to be aware of in order to use this service. More information is available at the following web address: http://www.bell.ca/Accessibility_services/Bell_IP_Relay
Members of the public may occasionally meet in-person with Sofa by Fancy staff at our office that are not open to the public. This office listed below:
Facilities for Customers with Disabilities
1255 Lorimar Drive
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Sofa by Fancy will notify customers promptly through clearly posted notices. Such a 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.
Sofa by Fancy makes a number of documents available to the public through our website. This can include company reports and plans as well as forms and information about Sofa by Fancy’s services. Sofa by Fancy will work with any person with a disability who requests a document in an alternative different format to make efforts to accommodate their request.
Sofa by Fancy currently provides training to all of its employees on the AODA and the need to provide accommodation to persons with disabilities. This includes training on the Accessibility Standard for Customer Service and Sofa by Fancy’s relevant customer service procedures. A process is in place to ensure that all newly hired staff members receive this training within 14 business days.
Our training and communications to staff includes:
Customers who wish to provide feedback on the way Sofa by Fancy provides accessible services can contact:
1255 Lorimar Drive
Customers can expect a response within 5 business days.
Any policy of Sofa by Fancy’s that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Accessibility for Ontarians with Disabilities Act, 2005
Ontario Regulation 429/07 (Accessibility Standards for Customer Service)
Ontario Building Code Act, 1992
Ontario Human Rights Code
This document has been approved for adequacy by: Vice President