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Accessibility Standard for Customer Service

MINISTRY OF RESEARCH AND INNOVATION

PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES

New Look Eyewear is committed to excellence in serving all customers including people with disabilities.

ASSISTIVE DEVICES

We will ensure that our staff are 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.

NOTICE OF TEMPORARY DISRUPTION

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, New Look Eeywear 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.

Services/Facilities include: Parkings and access ramps.

The notice will be made publicly available at the following location: in stores.

TRAINING

New Look Eyewear will provide accessible customer service training to employees and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

Individuals in the following positions will be trained:

• Sales consultant
• Assistant to the Optometrist
• Optician
• Store Manager
• Assistant Store Manager

Staff will be trained on Accessible Customer Service within 3 months after being hired.

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• New Look Eyewear’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
• What to do if a person with a disability is having difficulty in accessing New Look Eyewear ’s goods and services

Staff will also be trained when changes are made to our accessible customer service plan.

FEEDBACK PROCESS

Customers who wish to provide feedback on the way New Look Eyewear provides goods and services to people with disabilities can provide feedback in the following way(s):

• By e-mail at information@newlook.ca
• In person
• Customer service line at 1-800-463-5665
• On our Web site at www.newlook.ca

All feedback, including complaints, will be handled by the regional Manager in charge of the store.

New Look Eyewear Customers can expect to hear back in 3 days.

NOTICE OF AVAILABILITY

New Look Eyewear will notify the public that our documents related to accessible customer service are available upon request by posting a notice in the following location:

www.newlook.ca

MODIFICATIONS TO THIS OR OTHER POLICIES

Any policy, practice or procedure of New Look Eyewear that does not respect and promote the priciples of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.