FREE SHIPPING on orders over $75*

Accessibility Policy

Our Policy

Kitchen Stuff Plus is committed to giving people with disabilities the same opportunity to access our goods and services, and allowing them to benefit from the same services, in the same place and in a similar way as other customers. We are also committed to making every effort at all times to provide our goods and service in a way that respects the dignity and independence of people with disabilities.

 

Click to see our Multi-Year Accessibility Plan

 

Alternate Versions

Audio: This policy is available for listening as an MP3 audio file. Click here to listen to the Accessibility Policy.

Large Print: This policy is available in large print as a PDF. Click here to download the Large Print PDF Accessibility Policy.

Purpose

This policy and its procedures address the accessibility requirements of the regulation 429/07 Accessibility for customer service under the Accessibility for Ontarians with Disabilities Act.

This policy applies to all Kitchen Stuff Plus employees in our stores.

It is the responsibility of the Store Manager or immediate supervisor to ensure that all employees follow the guidelines set out in this policy.

Each Store Manager or immediate supervisor is responsible to ensure that all employees are trained under Accessibility Standards for Customer Service and this policy, practice and procedures.

Definitions

“Disability”, as per the Ontario Human Right Code, means:

  1. Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the forgoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or a wheelchair or other remedial appliance or device;
  2. A condition of mental impairment or a developmental disability;
  3. A learning disability or a dysfunction in one or more of processes involved in understanding or using symbols or spoken language;
  4. A mental disorder;
  5. An injury or disability for which benefits were claimed or received under the insurance plan established under the workplace Safety and Insurance Act.

“Employees”, means every person who deals with members of the public or other third parties on behalf of our company whether the person does so as an employee, agent, volunteer or otherwise.

“Persons with Disabilities” are individuals who have a disability as defined under the Ontario Human Rights Code.

“Service Animals” are animals individually trained to do work or perform tasks for the benefit of a person with a disability.

“Support Persons” are any persons, whether a paid professional, volunteer, family member, or friend, who accompany a person with a disability in order to help with communications, personal care, medical needs, or with access to goods and services.

Responsibilities

Kitchen Stuff Plus is committed to excellence in serving all customers, including people with disabilities and we carry out our functions and responsibilities in the following areas:

  • Communication
    1. We will communicate with people with disabilities in ways that take into account their disability.
    2. We will train our staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
  • Use of Service Animals and Support Persons
    1. We are committed to welcoming people with disabilities who are accompanied by a Service Animal on the areas of our premises that are open to the public.
    2. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a Service Animal.
    3. We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with disability who is accompanied by a support person will be allowed to enter our store premises with his or her support person. 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 premises.
  • Training for staff
    1. Kitchen Stuff Plus will provide training to all employees, and all those who are involved in the development and approval of customer service polices, practices and procedures. Individuals in the following positions will be trained: Sales Associates, Shift Leaders, Receiving Associates, Receiving Leads, Assistant Managers, Store Managers, Head Office Employees.
    2. This training will be included in all new hire training programs.
    3. Training will include the following:
      • The purpose of the Accessibility for Ontarians with Disabilities Act 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 disability is having difficulty in accessing goods and services.
      • Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these polices, practices and procedures.
  • Feedback Process
    1. The ultimate goal for Kitchen Stuff Plus is to meet and surpass customer expectations.
    2. Feedback regarding goods and services to people with disabilities can be made by emailing our Head office at contactus@kitchenstuffplus.com. All feedback will be directed to the appropriate person and returned in accordance with our current service standards.
    3. Upon receipt, the designated person will investigate the matter with the appropriate personal.
  • Making changes to this policy
    1. We are committed to developing customer service polices that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.
    2. Any policy that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Feedback

This policy exists 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 should be provided by the Store Manager.

Record Keeping

Our store will maintain accurate records of training delivered to our staff and volunteers and these records will be made available for inspection as may be required.