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Accessible Customer Service Policy

The Accessible Customer Service Policy establishes the organization’s commitment to accessible customer service under the Accessibility for Ontarians with Disabilities Act, 2005.

Purdys Chocolatier believes in providing fantastic customer service to all customers, including people with disabilities. We are committed to treating people with disabilities in a way that provides equal opportunity and allows them to maintain their dignity and independence.

Purdys Chocolatier is committed to meeting its current and ongoing obligations under the Accessibility for Ontarians with Disabilities Act (AODA) by identifying, removing and preventing barriers to accessibility and meeting the needs of people with disabilities in a timely manner.

Accessible Customer Service Policy

The Accessible Customer Service Policy applies to all employees, third parties (e.g. vendors) and customers.

Communication

Purdys Chocolatier is committed to communicating with people with disabilities in ways that considers their disability and will work with the individual to determine the appropriate method of communication to utilize.

Support Persons, Assistive Devices & Service Animals

People with disabilities may use their personal assistive devices or be accompanied by a support person when accessing our facilities, products, and services. Service animals are allowed in the areas of our premises that are open to the public.

Purdys Chocolatier will provide training to our employees to become familiar with various assistive devices that may be used by customers with disabilities, as well as how to interact with people with disabilities who are accompanied by a service animal.

Employee Training

Purdys Chocolatier will provide accessible customer service training to all employees based on the Accessibility for Ontarians with Disabilities Act, 2005, which also covers aspects of the human rights code pertaining to people with disabilities. We will train employees on accessibility as it relates to their position. Employees will also receive training on any changes to the legislation as its enacted and when we make changes to our accessible customer service policies.

Training will include the following:

  • The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of 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 our facilities or products
  • Purdys policies and procedures related to the customer service standard; employees will also be trained when changes are made to our accessible customer service policies.

Further Information & Feedback Process

Purdys Chocolatier welcomes feedback on facilities, products, and services from people with disabilities. To provide feedback or inquire about more information on our accessibility plan, please contact Purdys Chocolatier through the following methods:

Purdys Chocolatier will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

The company will consider feedback carefully; where appropriate, Purdys Chocolatier will respond directly to the customer within a reasonable period.

Purdys Chocolatier will provide copies of the documents required under the Accessibility for Ontarians with Disabilities Act, 2005 upon request. Please provide notification in advance if you require the documents in an accessible format.

You can view our Multi-Year Accessibility Plan and Policies here.