AODA Accessibility Standards for Customer Service
Purpose

To ensure that employees at Monarch strive to provide our products and services in a manner that is accessible to all of our customers, and respects the dignity and independence of people with disabilities. We are committed to offering equal opportunity to access our products and services and to providing the benefit of the same service, in the same place and in a similar way to all customers.

Definitions

Persons with Disabilities: Any person that has a disability as defined under the Ontario Human Rights code (e.g. Person with a visual impairment, Person with a hearing impairment).

Service Animals: Animals specially trained to assist a person with a disability.

Support Person: Any person that accompanies and assists a person with a disability.

Providing Goods and Services to People with Disabilities

Monarch Office Supply Inc is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following area:

Communication: We will communicate with people with disabilities in ways that take into account their disability.

We will train staff who communicate with customers on how to interact with people with various types of disabilities

Telephone Services: We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customer over the telephone in clear, plain language and to speck clearly and slowly.

We will offer to communicate with customers by email or online ordering if telephone communication is not suitable to their communication needs or is not available.

Assistive Devices: We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and services.

Billing: We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: Hard Copy and Email.

We will answer questions customer may have about the content of the invoice in person, by telephone or email.

Use of Service Animals and Support Persons: We are committed to welcoming people with disabilities who are accompanied by service animal that are open to the public. We will train all staff in how to interact with people with disabilities who are accompanied by a service animal. Do not distract or disrupt any service animal by touching, petting or talking to the animal.

We are committed to welcoming people with disabilities who are accompanied by a support. Any person with a disability who is accompanied by a support person will be allowed to enter Monarch’s premises with his or her support person. Staff will be trained to direct customer service to the customer and treat all parties with respect and dignity.

Notice of Temporary Disruption: Monarch Office Supply Inc. will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services.

The notice will be placed at all public entrances and service counters on our premises.

Training of Staff
Monarch Office Supply Inc will provide training to all employees who deal with the public and all those who are involved in the development and approvals of customer service policies and procedures. Individuals in the following positions will be trained:

Retail Sales Associates, Retail Shift Managers, Retail Managers, Customer Service Reps, Customer Service Manager, Inside Furniture Sales Rep

Training will include the following:
  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • How to interact and communicate with people of 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 support person.
  • What to do if a person with a disability is having difficulty accessing Monarch’s goods and services
  • Monarch Office Supply’s Inc Policies, practices and procedures relating to the customer service standard.
Applicable staff will be trained on polices, practices and procedures that affect the way good and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Feedback Process
The ultimate goal of Monarch Office Supply Inc is to meet and surpass customer expectations while servicing customers with disabilities. Comments on our services regarding how well these expectations are being met are welcome and appreciated.

Feedback regarding the way Monarch provides good and services to people with disabilities can be made by email hs@monarchbasics.com or through our website www.monarchbasics.com . All feedback will be directed to appropriate manager and will hear back in no more then 5 business days.

Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures.