Accessible Customer Service Policy

Crate and Barrel Canada Inc. d/b/a Crate and Barrel Canada and CB2 Canada (together with its affiliates, collectively the “Company”) is committed to excellence in serving all customers and dealing with all third parties, including people with disabilities. The Company is committed to meeting all non-discrimination, accommodation and accessibility obligations, including under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”).

The Company’s accessible customer service policies and practices, as set out in this Accessible Customer Service Policy (the “Policy”) and otherwise, are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

Communication

We will communicate with people with disabilities in ways that take into account their disability, as appropriate in the circumstances. We will work with the person with a disability to determine what method of communication works for them.

Assistive devices

People with disabilities may use their personal assistive devices when accessing our goods, services or facilities. In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure that the person with a disability can access our goods, services or facilities.

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, if applicable. We recognize that a service animal may be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person to perform certain tasks. When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

If service animals are prohibited by another law, we will explain why the animal is excluded and discuss with the individual another way of accessing goods, services or facilities, if and as appropriate.

Support persons

A person with a disability who uses a support person will be allowed to have that person accompany them on our premises. No fees will be charged for the attendance of the support person. To the extent applicable having regard to individual circumstances, the Company may require a person with a disability to be accompanied by a support person at our facilities to ensure health and safety. In such circumstances, the Company will consult with the individual to consider whether there are health and safety issues and how to best deal with the situation.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers or third parties with disabilities, if any, the Company will notify customers and third parties promptly. A 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.

Training

The Company will ensure accessible customer service training is provided as required by AODA to employees and volunteers, those involved in developing our policies, and anyone who provides goods, services or facilities to customers on our behalf. New staff will be trained on accessible customer service as soon as practicable after being hired.

The Company’s training will include:

  • a description of the purpose of AODA;
  • the requirements of the customer service standard;
  • the Company’s policies 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; and
  • what to do if a person with a disability is having difficulty in accessing the Company’s goods, services or facilities.

Staff will also be trained if material changes are made to this Policy.

Feedback process

The Company welcomes feedback on how we provide accessible customer service. Feedback will help us identify barriers and respond to concerns. Those who wish to provide feedback on the way the Company provides goods, services or facilities to people with disabilities can provide feedback by contacting the Company by:

Any feedback requiring a response will be responded to by the Company as soon as practicable in the circumstances, and within at least 14 business days. The Company will ensure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, upon request.

Notice of availability of documents

The Company will notify the public of this Policy by posting it on our website. Documents related to accessible customer service, including this Policy, will be provided in accessible formats or with communication support, upon request. We will consult with the person making the request to determine the suitability of the specific format or communication support. We will provide the accessible format in a timely manner and at no additional cost.

Modifications to this or other policies

Any policies of the Company that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.