Accessible Customer Service Plan

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Accessible Customer Service Plan

COVENT GARDEN MARKET CORPORATION

Providing Goods and Services to People with Disabilities

Covent Garden Market Corporation 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 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.

Fees will not be charged for admission to Covent Garden Market’s premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities [elevators, door openers], Covent Garden Market 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 outside at each level of the out of order elevator and at affected doors. 

Training for staff

Covent Garden Market Corporation will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. Individuals in the following positions will be trained:  Administrative Assistant, Executive Assistant/Festival Coordinator, Farmers’ Market Manager, Finance Manager, General Manager

This training will be provided to staff within 2 weeks after hiring.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Covent Garden Market’s accessible customer service plan.
  • 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
  • Information about equipment or devices available on Covent Garden Market’s premises that may help with the provision of the services to persons with disabilities.
  • What to do if a person with a disability is having difficulty in accessing Covent Garden Market’s goods and services

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

Feedback process

Customers who wish to provide feedback on the way Covent Garden Market provides goods and services to people with disabilities can provide feedback by telephone, in person, in writing or by email.   All feedback will be directed to the Finance Manager. Customers can expect to hear back in 30 days. Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications to this or other policies

Any policy of Covent Garden Market Corporation that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

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