Performance Improvements Speed Shops Limited.

Accessibility Policies Ontario

  • We provide accessible customer service
  • We serve customers of all abilities
  • We welcome service animals and support persons
  • We have accessible ways for people to provide feedback


Performance Improvements Speed Shops Ltd.

ACCESSIBILITY STANDARDS FOR CUSTOMER SERVICE POLICY

  1. INTRODUCTION

The Accessibility for Ontarians with Disabilities Act, 2005 (the “Act”) became law on June 13, 2005. Under this legislation, the government of Ontario is in the process of developing accessibility standards that identify, remove and prevent barriers for people with disabilities in key areas of daily living. These standards apply to private and public organizations across Ontario, including Performance Improvements.


The goal of the Act is to create a more accessible Ontario, by identifying, and to the extent possible, preventing and eliminating barriers experienced by persons with disabilities.

The Accessible Customer Service Standard (the “Standard”) has been established under the Act to ensure goods and services are, where at all possible, equally accessible to every member of the public.


At Performance Improvements, we are committed to providing an environment that is, and feels, accessible for all people. In alignment with our core values of Respect for all People and Excellent Customer Service, we are committed to providing barrier-free, exceptional customer service to all, including persons with disabilities.


  1. ASSOCIATES AFFECTED

This policy applies to all associates who deal with members of the public or third parties in Ontario.

This policy also applies to all persons responsible for the development, implementation, or oversight of Performance Improvements’ policies, practices and procedures.


  1. DEFINITIONS

i. Disability – Defined under the Act as:
  • 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 foregoing, 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 on a wheelchair or other remedial appliance or device,
  • a condition of mental impairment or a developmental disability,
  • a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
  • a mental disorder, or
  • an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
ii. Assistive Device – Any device used to assist a person in performing a particular task or tasks or to aid that person in activities of daily living.

iii. Service animal – An animal is a service animal for a person with a disability, if:

it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or

the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

iv. Support person – A person who accompanies a person with a disability to assist with communication, mobility, personal care or medical needs or with access to goods or services.

    1. CORE PRINCIPLES OF THE POLICY

    We endeavour to ensure that the Policy and related practices, policies and procedures are consistent with the following four (4) core principles:


    1. Dignity – Persons with disabilities must be treated as valued customers as deserving of service as any other customer.
    2. Equality of Opportunity – Persons with disabilities should be given an opportunity equal to that given to others to obtain, use and benefit from our goods and services.

      iii. Integration – Wherever possible, persons with disabilities should benefit from our goods and services in the same place and in the same or similar manner as any other customer. In circumstances where integration does not serve the needs of the person with a disability, goods and services will, to the extent possible, be provided in another way that takes into account the person’s individual needs and aligns with the four (4) core principles.


      iv. Independence – Goods and services must be provided in a way that respects the independence of persons with disabilities. To this end, we will always be willing to assist a person with a disability, but will not do so without the express permission of the person.

        1. PROVIDING GOODS AND SERVICES TO PERSONS WITH DISABILITIES

        1. Policies, Practices and Procedures

        Performance Improvements shall make all reasonable efforts to ensure that its policies, practices and procedures that impact the delivery of its goods and services to the public or to other third parties, are consistent with the principles of dignity, equality of opportunity, integration and independence as defined above.


        To this end, Performance Improvements welcomes service animals and support persons.


        II. Communication

        a. Accessible Mediums of Communication

          Performance Improvements strives to communicate with members of the public in a manner that is accessible. Mediums of communication currently employed include:

          1. www.performanceimprovements.com: A website that provides information in clear plain language, and that can easily be navigated and understood by customers using accessibility software
          2. Web forms on the Company website to provide feedback to personnel within Performance Improvements
          3. Certain, key signage in-store locations in large, clear, and high contrast lettering
          4. Associates in store trained in serving a wide range of customers, and treating everyone equally

          b. Communicating with Persons with disabilities

            Performance Improvements strives to communicate with persons with disabilities in a manner that takes into account the disability.


            III. Assistive Devices

            Persons with disabilities are permitted, where possible, to use their own Assistive Device when on our premises for the purposes of obtaining, using or benefiting from our goods and services.

            If there is a physical, technological, or other types of barrier that prevents the use of an Assistive Device on our premises, we will first endeavour to remove that barrier. If we are not able to remove the barrier, we will ask the person how he or she can be accommodated and what alternative methods of service would be more accessible to him/her. We will make our best efforts to provide an alternative means of assistance for the person with a disability.


            IV. Accessibility at Our Premises

              Each Performance Improvements store offers one-on-one support from associates to access products or to respond to questions.



              V. Service Animals

                Persons with disabilities may enter premises owned and/or operated by Performance Improvements accompanied by a Service Animal and keep the Service Animal with them if the public has access to such premises and the Service Animal is not otherwise excluded by law.


                There are no restrictions on what type of animal can be used as a service animal. An animal is considered a service animal if:

                • it wears a harness, vest or other visual indicators
                • the person with a disability provides documentation from a regulated health professional

                Sometimes you might be able to identify that an animal is a service animal because it helps a person with a disability perform certain tasks, like opening a door, or picking up a dropped object.


                Don’t make assumptions. If you cannot easily identify that the animal is a service animal, you can ask the person to provide documentation (e.g. template, letter, form) from a regulated health professional. The documentation must confirm that the person needs the service animal for reasons relating to their disability.


                Welcome service animals into public areas of your workplace or business. In cases where the law prohibits service animals, provide another way for the person to access your goods,  services or facilities.


                Service animals have a job to do. They are not pets. Avoid touching or addressing a service animal. Your customer is responsible for the care and supervision of their service animal.



                VI. Support Persons

                  A person with a disability may enter premises owned and/or operated by Performance Improvements with a Support Person and have access to the Support Person while on the premises.

                  Support persons help people with a disability perform daily tasks. Often, people who need the help of a support person are not able to do certain things by themselves. For example, a support person might help with communication, mobility or personal care. Without support, that person may be unable to access your organization or your services.

                  Performance Improvements may require a person with a disability to be accompanied by a Support Person where it is necessary to protect the health and/or safety of the person with a disability or the health and/or safety of others on the premises.



                  VII. Notice of Temporary Disruption

                  Performance Improvements will notify customers if there is a planned or unexpected disruption of a service that persons with disabilities use to access its goods and services.

                  Sometimes accessibility features or services require repair or are temporarily out of service (e.g., an elevator, ramp, audio announcements or accessible washroom). When this happens, let your customers know by providing public notice.

                  The notice will be posted in a conspicuous location at the applicable premises. If the disruption relates to accessibility of content on www.performanceimprovements.com, or our customer care line, notification will be posted on the home page of Performance Improvements website.

                  The notice will include the following information:

                  1. That a facility or service is unavailable
                  2. The anticipated duration of the disruption
                  3. The reason for the disruption
                  4. Alternative facilities or services, if available.

                  1. TRAINING AND RECORDS

                  Performance Improvements will provide training, and ongoing training as required under the Standard to all persons to whom this Policy applies.


                  Training will include:

                  1. A review of the purpose of the Act and requirements of the Standard
                  2. A review of the Policy
                  3. How to interact and communicate with persons with various types of disabilities
                  4. How to interact with persons with disabilities who use an Assistive Device or require the assistance of a Service Animal or Support Person
                  5. How to use equipment or devices made available on our premises to assist persons with disabilities to obtain, use or benefit from our goods and services 
                  6. What to do if a person with a disability is having difficulty accessing our premises and/or services.

                  Training will be provided to all persons to whom this Policy applies as soon as practicable after he or she is assigned the applicable duties (where required).

                  Records of the training provided, including the training protocol, the dates on which the training is provided and the number of individuals to whom the training is provided shall be maintained in accordance with the requirements of the Standard (where required).


                  1. FEEDBACK PROCEDURE

                  Performance Improvements welcomes and appreciates feedback regarding this Policy and its implementation. Feedback can be provided in the following ways:

                  In person at any Performance Improvements store
                  By telephone to our Customer Care team at: 1-877-471-6700
                  In writing to:
                  • Customer Care
                  • 87 Advance Road
                  • Etobicoke ON M8Z 2S6
                  Electronically to info@performanceimprovements.com

                  Where possible, we will respond to feedback within five (5) business days of the date that it is received.


                  In certain circumstances, a specific action may be required to effectively address feedback, including but not limited to conducting an internal investigation and/or review of Performance Improvements policies, practices and procedures. In such circumstances, the customer will receive an acknowledgement that their feedback has been received within five (5) business days and Performance Improvements will respond as soon as is practicable thereafter. In any event, feedback will be provided to the appropriate policy or procedure owner and any required changes will be made within a reasonable period of time.


                  1. DOCUMENTATION TO BE MADE AVAILABLE

                  This Policy, and related practices and protocols, shall be made available to any member of the public upon request.

                  Notification of same shall be posted on Performance Improvements website and at a conspicuous place at each premise to which this Policy applies.


                  1. FORMAT OF DOCUMENTS

                  Performance Improvements will provide documents, or the information contained in documents, required to be provided under the Standard, to a person with a disability in a format that takes the person’s disability into account.


                  1. QUESTIONS ABOUT THIS POLICY

                  For more information about the Policy or for questions regarding Performance Improvements policies, practices and procedures for accessible customer service, please contact:

                  • In person at any Performance Improvements store
                    By telephone to our Customer Care team at: 1-877-471-6700
                    In writing to:
                    • Customer Care
                    • 87 Advance Road
                    • Etobicoke ON M8Z 2S6
                    Electronically to info@performanceimprovements.com

                  #ACR-46050