Accessibility for Ontarians with Disabilities Act Customer Service Policy
Tawse Winery Inc. is committed to treating all people in a way that allows them to maintain their dignity and independence.
Commitment Statement
Tawse Winery Inc. is committed to providing its products and services in a respectful and dignified manner which is accessible and inclusive to all persons who are guests of the organization including persons with disabilities. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.
Providing Goods & Services to Persons with Disabilities
Communication
We will communicate with persons with disabilities in ways that consider their disability. We will train our employees who communicate with guests on how to interact and communicate with persons with various types of disabilities.
Assistive devices
We are committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our products and services. We will ensure that our employees are trained and familiar with various assistive devices that may be used by guests with disabilities while accessing our services.
Service animals
We are committed to welcoming persons with disabilities who are accompanied by a service animal on parts of our premises that are open to the public and other third parties.
Support persons
We are committed to welcoming persons with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Tawse Winery ’s 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 our premises.
Notice of Temporary Disruption
Tawse Winery will provide guests with notice in the event of a planned or unexpected disruption in the facilities or services used by persons with disabilities. This notice will include information about the reason for the disruption, the anticipated duration, and a description of alternative facilities or services, if available.
The notice will be placed at all public entrances on our premises or via another method of communication depending on what it pertains to.
Training for Employees
Tawse Winery will provide training to employees who interact with guests residing within Ontario.
These employees will be trained on policies, practices and procedures that effect the way services are provided to persons with disabilities.
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 persons with various disabilities.
- How to interact with persons 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 Tawse Winery ’s services
- Tawse Winery ’s policies, practices and procedures relating to the customer service standard
Employees will also be trained on an ongoing basis when changes are made to these policies, practices, and procedures. Human Resources will track and record when Tawse Winery employees receive training. Newly hired employees will be train ed within one month of their start date.
Feedback process
The goal of Tawse Winery is to meet and surpass guest expectations while servicing guests with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way Tawse Winery provides products and services to persons with disabilities can be made by sending an email to info@tawsewinery.ca. Guests can expect to receive a response within two (2) business days.
The purpose of this policy is to provide a framework through which Tawse Winery can achieve service excellence for all guests including guests with disabilities. Questions regarding this policy can be directed to info@tawsewinery.ca
