KCC GOURMET AND CATERING INC. 

ACCESSIBLE CUSTOMER SERVICE POLICY

Accessibility Policy

This Accessibility Policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005 and applies to the provision of goods and services to the public and other third parties, not to the good themselves.

Scope

1)  This policy applies to the provisions of goods and services at the premises owned and   operated by KCC Gourmet and Catering Inc.

2)  This policy applies to employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of KCC Gourmet and Catering Inc. including when the provision of goods and services occurs off the premises of KCC Gourmet and Catering Inc.

3)  The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of goods and services that take place at premises owned and operated by KCC Gourmet and Catering Inc.

KCC Gourmet and Catering Inc. is committed to excellence in serving all customers including people with disabilities.  We will allow customers with disabilities to do things in their own way at their own pace.  We will use alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner. 

Assistive Devices
We will ensure that our staff are familiar with any assistive devices we have on site or that may be provided by customers with disabilities while accessing our goods or services.

Communication
When communicating with a person with a disability, we shall do so in a manner that takes into account the person’s disability.

Service Animals
A person with a disability may enter premises owned and/or operated by KCC Gourmet and Catering Inc. accompanied by a service animal and keep the animal with them if the public has access to such premises and the animal is not otherwise excluded by law.  If a service animal is excluded by law, we will ensure that alternate means are available to enable the person with the disability to obtain, use and benefit from KCC Gourmet and Catering Inc.’s goods and services.
Other types of service animals are not permitted in food service areas due to the Health Protection and Promotion Act, Ontario Regulation 562 Section 59 & 60.
It should be noted that it is the responsibility of the person with a disability to ensure that the service animal is kept in control at all times.

Applicable Laws:
The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, normally does not allow animals into places where food is manufactured, prepared, processed, handled, served, displayed, stored, sold or offered for sale.  It does allow guide dogs and service dogs to go into places where food is served, sold or offered for sale.  However, other types of service animals are not included in this exception.

Readily Apparent
If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, we may request verification from the customer including:

1)      a letter from a doctor or nurse confirming that the person requires the animal for reasons relating to the disability

2)      a valid identification card signed by the Attorney General of Canada

3)      a certificate of training from a recognised guide dog or service animal training school

Support Persons
If a customer with a disability is accompanied by a support person, we will ensure that both persons are permitted to enter the premises together and that the customer is not prevented from having access to the support person.

Notice of Service Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities KCC Gourmet and Catering Inc. 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.  This notice will be placed at the General Store and on our website www.kccgourmetcatering.com.

Training
KCC Gourmet and Catering Inc. will provide training to our employees, volunteers and others who deal with the public or other third parties on our behalf.  Individuals in the following positions will be trained:

          Store workers

          Catering staff

          Event planners

          Management

This training will be provided to staff as soon as practicable.  Training will include:

          An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard

          KCC Gourmet and Catering Inc.’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

          Instructions on what to do if a person with a disability is having difficulty in accessing KCC Gourmet and Catering Inc.’s goods and services

          Staff will also be trained when changes are made to our plan

KCC Gourmet and Catering Inc. will keep a record of training that includes dates training was provided and the number of individuals to whom it was provided.

Feedback Process
Customers who wish to provide feedback on the way KCC Gourmet and Catering Inc. provides goods and services to people with disabilities may do so by email, verbally (in person on by telephone), or in written form to the following:

            KCC Gourmet and Catering Inc.

            182 Wellington St., Unit 6

            Bowmanville, ON L1C 1W3

            Telephone:  (905)-623-4277 or 1-877-882-5504

            Fax:  (905) 623-2198

            Email: Jane@kccgourmetcatering.com

Notice of the process is available on our website at www.kccgourmetcatering.com  All feedback, including complaints, will be forwarded to the Office Manager.  Customers can expect to hear back within 48 hours.

Notice of Availability and Document Requirements
KCC Gourmet and Catering Inc. shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer’s disability.  Notification will be given by posting the information in a conspicuous area owned and operated by KCC Gourmet and Catering Inc., our website www.kccgourmetcatering.com and/or any other reasonable method.

Modifications to This or Other Policies
Any policy of KCC Gourmet and Catering Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.