Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

Zarpac Inc. is committed to excellence in serving all customers including people with disabilities.

Assistive Devices

We will ensure that our staff is trained and familiar with various assistive devices we have on site or that we provide 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 the four guiding principles of the Act.
Dignity - the service we provide will allow the person with a disability to maintain their self-respect and the respect of others.
Independence - we will allow the person with the disability to do things on their own without unnecessary help or interference from others.
Integration - we will provide the same service, in the same place and in a same or similar manner to all individuals whether disabled or not unless an alternate measure is necessary.
Equal Opportunity - people with disabilities will have an opportunity equal to that given to others to access our services.

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 the automatic door opener, Zarpac Inc. 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 on the front door.

Training

Zarpac Inc. will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf.

All individuals will be trained.

This training will be provided to staff within their first month of hire.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Zarpac's plan related to 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 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 Zarpac's goods and services

Staff will also be trained when changes are made to our plan.

Feedback Process

Customers who wish to provide feedback on the way Zarpac provides goods and services to people with disabilities can contact Dana Stevenson at 905-338-8880 ext 153 or by email. Alternatively they can mail their feedback to

Zarpac Inc.
1185 North Service Road East
Oakville, ON L6H 1A7

All feedback, including complaints, will be reviewed by Dana Stevenson.

Customers can expect to hear back within 5 days.

Modifications to this or other Polices

Any policy of Zarpac Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.