1. Purpose
This Policy document clarifies Lanthier Bakery’s commitment to Customer Service under the Accessibility for Ontarians with Disabilities Act and the Accessibility Standards for Customer Service Regulation, O. Reg. 429/07.
2. Policy
Lanthier Bakery strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.
3. Providing goods and service to people with disabilities
Lanthier Bakery is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:
a) Communication
We will communicate with people with disabilities with sensitivity, and in ways that take into account their disability.
We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
b) Telephone services
We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
We will offer to communicate with customers by email if audio communication is not suitable to their requirements.
c) Assistive devices
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will endeavour to train and familiarize our employees with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
d) Billing
We are committed to providing accessible invoices to all of our customers. At your request, invoices can also be provided in PDF or TEXT format.
We can and will answer any questions customers may have about the content of the invoice in person, by telephone or email.
4. Use of Service Animals and Support Persons
We will ensure that all staff dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal or support person.
5. Notice of temporary disruption.
Lanthier Bakery has no publicly accessible areas. Any disruptions of service we experience will be posted on our website. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative services, if available.
6. Training for staff
We will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Individuals in the following positions will be trained:
- Customer Service representatives,
- Sales associates,
- Managers and Reception personnel
This training will be provided as soon as practicable following the commencement of their duties. The training will include the following:
- The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of 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
- Lanthier Bakery’s policies, practices and procedures relating to the customer service standard
- What to do if a person with a particular type of disability is having difficulty accessing our services
- How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or support person
7. Feedback process
The ultimate goal of Lanthier Bakery is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way we provide goods and services to people with disabilities can be made by email, postal mail, telephone, and in person. All feedback will be directed to Jean-Marc Longtin, General Manager 613-525-2435 ext. 237
8. Modifications to this or other policies
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this Policy before considering the impact on people with disabilities. Any policy of Lanthier Bakery that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
9. Availability of this Policy
Lanthier Bakery will post a notice on its website to inform the public of their right to obtain copies of this Policy. If a customer with a disability requests a copy, it will be provided in a format that takes into account the person’s disability.
LANTHIER BAKERY POLICY FOR FOOD QUALITY AND SECURITY
The Management at Lanthier Bakery is committed to develop and maintain management control systems for food quality and security, in order to produce high quality healthy products in a secure environment, that respect legal and client requirements.
In order to succeed, Lanthier Bakery will undertake the following:
- Allocate the required resources in order to implement and maintain the requirements as set out by BRC (British Retail Consortium) – Global Standard for Food Safety
- Establish efficient communication methods with clients, suppliers and within the organization
- Respect applicable legal and regulatory requirements
- Implement tools in order to ensure continuous improvement in the management control systems for food quality and security
- Provide up to date employee training and ensure that employees have the appropriate knowledge and skills
- Update the management control systems as changes in the company take place
- Ensure that the information in the policies and procedures are accurate
Lanthier Bakery’s commitment for Food Quality and Safety is a promise that entails performance obligations :
- Knowing WHAT to do is not enough;
- We have to know HOW
- We have to know WHEN
- And most importantly, we just have to DO IT!
The work necessary to achieve BRC standards will require team work and a commitment from all employees of the company.
