The Hitch House Accessible Customer Service Policy

The Hitch House is committed to excellence in serving all customers including people with disabilities, in providing access to the goods and services we offer. We strive to do so in a manner that respects the dignity and independence of people with disabilities.

Assistive Devices
We will ensure that our staff is trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.

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

Service Animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises and no fees will charged for support persons.

Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities at The Hitch House location, we will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be placed at the main building and service department entrances.

Training
The Hitch House will provide training to Managers, Customer Service Representatives and Sales Associate employees, volunteers and others who deal with the public or other third parties on our behalf. This training will be provided to those employees within the first week of employment.

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• The Hitch House's plan related to 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
• How to assist with any barriers encountered in providing goods and services to people with disabilities.
• What to do if a person with a disability is having difficulty in accessing The Hitch House's goods and services.
• Update the training whenever changes are made to this plan.

Feedback Process
Customers who wish to provide feedback on the way The Hitch House provides goods and services to people with disabilities can communicate verbally in person or by telephone, or in written or e-mail correspondence directed to the President or any departmental manager. All feedback, including complaints, will then be directed to the President of The Hitch House, Tom Stoate. Customers can expect to hear back in 14 days.

Modifications to this or Other Policies
Any policy of The Hitch House that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.