ACCESSIBLE CUSTOMER SERVICE POLICY

Purpose

To provide all customers with the same service experience, and follow the principles of dignity, independence, integration and equal opportunity.

Scope

Indigo Books and Music Inc. (“Indigo”) applies the principles of provincial accessibility laws to our operations in all provinces. Indigo strives to provide people with disabilities the opportunity to access the same goods and services, in the same place and in a similar way as all other customers.

As such, Indigo’s policy outlines its commitment and processes in the following areas to provide barrier-free access:

  • Communication
  • Assistive Devices
  • Service Animals
  • Support Persons
  • Notification of Disruption
  • Feedback Process
  • Training
  • Available Formats of Documentation

Target Audience

This policy applies to: Indigo employees, agents and / or contractors who deal with the public on behalf of Indigo; and to all Indigo employees who participate in developing Indigo’s policies, practices and procedures on providing goods and services to our customers.

Definitions

"Accessibility Laws"

means the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), the AODA Customer Service Standards, The Accessibility for Manitobans Act (AMA), the AMA Customer Service Standard Regulation, and any future provincial legislation applicable to Indigo that establishes accessible customer service standards.

"Assistive Device"

is the equipment that people with disabilities utilize to assist in their daily lives at home, work, school, etc. Such devices include walkers, scooters, canes, magnification or specialized learning software, communication boards, etc.

"Barrier"

is anything that interacts with a person’s disability so as to hinder that person’s full and effective participation in society on an equal basis. Barriers may be physical, attitudinal, technological, caused by communications, policies or practices.

"Disability"

can be physical, mental, intellectual or sensory such as:

  1. any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness;
  2. a condition of mental impairment or a developmental disability;
  3. a learning disability; or
  4. a mental disorder.

Service Animal

is an animal specially trained to assist a person with a disability for reasons relating to the disability or where the person provides a letter from a physician or nurse confirming that they require the animal for reasons relating to their disability.

Support Person

is someone who accompanies a person with a disability in order to assist them. Their assistance may include, but is not limited to, communication, mobility, personal care, medical needs or with access to goods or services.

Policy Statement

At Indigo, it is our promise to add a little joy to our customer’s day each and every time they interact with us. As such, our employees, agents and / or contractors aim to provide, to the best of their abilities, the same Indigo experience to all customers, including people with disabilities.

Procedures

Communication

Indigo employees will communicate with customers, including people with disabilities, in a way that takes into account their needs. Indigo will offer to communicate with a customer through the means requested by the customer, to the extent such means are available.

Alternative methods of communication such as telephone, e-mail, relay services, or print communication are available if in-person communication is not suitable to their needs or is not available.

Assistive Devices

People with disabilities may use their own assistive devices as required when accessing goods or services at Indigo.

In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services.

Service Animals

Service animals are welcome while accompanying people with disabilities on the parts of Indigo’s premises that are open to the public and other third parties.

It is the responsibility of the person using the service animal to ensure that the service animal is kept in control at all times.

Allergies

If a health and safety concern presents itself in the form of a severe allergy to the animal, Indigo will make all reasonable efforts to meet the needs of all individuals.

Support Persons

At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on Indigo’s premises that are open to the public and other third parties. If confidential information needs to be shared, consent will be obtained from the customer, prior to any conversation with the support person.

Indigo may require a person with a disability to be accompanied by a support person where it is necessary to protect the health or safety of the person with a disability or the health or safety of others on Indigo’s premises.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities, Indigo will post a notice of disruption at the public entrances to the store and/or the site of disruption. Notification will include the reason for the disruption, its anticipated duration, and a description of alternative services, if available.

Feedback Process

Feedback regarding the way Indigo provides goods and services to people with disabilities can be made by:

  • Completing a Customer Comment Card at the store
  • Speaking to a Manager in the store
  • Sending a message through the website at https://help.indigo.ca/app/ask
  • Calling 1-800-832-7569

Indigo will make best efforts to provide a response within 15 days and in the same format in which the feedback was received. Indigo will document the results and make such documentation available on request.

Availability and Format of Documents

Upon request of a customer, Indigo will provide copies of our documented accessible customer service policy and procedures. When providing these documents to a person with a disability, Indigo will, upon consultation with the individual, provide the information in a format that takes the person’s disability into account.

Modifications to Policies

All policies, practices and procedures on providing goods and services will be reviewed to ensure any roadblocks to accessible customer service are considered. This includes identifying and seeking to remove barriers to accessible customer service, trying to prevent the creation of new barriers and endeavouring to provide alternate means of access where necessary.

Questions About This Policy

This policy endeavors to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation will be provided by the human resources department.

Responsibilities

Manager

  • Follow the guidelines as set out in this policy and related training
  • Provide employees with training to assist customers while following the principles of dignity, independence, integration and equal opportunity
  • Provide customers and interested parties with a copy of this policy upon request
  • Ensure that notification is provided for any disruption of services
  • Review Comment Cards on a regular basis and discuss and address feedback

Employee

  • Follow the guidelines as set out in this policy and related training
  • Provide a consistent customer experience to all customers, and ensure that they are served in a manner that allows access to all goods and services offered
  • Use the skills and knowledge outlined in the training program to ensure that customers with disabilities are served appropriately
  • Inform management of any issues regarding accessibility, or disruption of services.
  • Ensure all walkways are kept clear at all times
  • Receive consent from the customer when confidential information must be shared with a support person

Communication and Training

All employees, agents and / or contractors who deal with the public, as well as all those who are involved in the development and approvals of customer service policies, practices and procedures will be trained to provide accessible customer service to people with disabilities.

Training will be conducted through e-Learning and include the following content:

  • The purpose and requirements of applicable Accessibility Laws and human rights law
  • How to interact and communicate with people who have 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 goods and services
  • Indigo’s policies, practices and procedures relating to accessible customer service.

Employees shall receive training as part of their orientation or as changes are made to this policy or Indigo’s practices.

Managers shall receive information and instruction related to their role in this program as part of their ongoing training and development.

Review

To remain compliant, this policy shall be reviewed annually, in response to business needs and in response to any legislative changes.

Exceptions

There are no exceptions to this policy.