Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

Platinum Naturals is committed to excellence in serving all customers including people with disabilities.

Assistive devices

We will ensure that our employees 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 support persons for admission to Platinum Natural’s premises.

Training for staff

Platinum Naturals will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. All office and warehouse employees have been trained.

This training will be provided to staff within three months of hiring

Training will include:

• An overview 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
• What to do if a person with a disability is having difficulty in accessing Platinum Naturals’ 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 Platinum Naturals provides goods and services to people with disabilities can send an e-mail to customerservice@platinumnaturals.com

Customers can expect to hear back in within 2 business days.

Modifications to this or other policies

Any policy of Platinum Naturals that does not respect and promote the dignity and independence of people with disabilities will be modified or removed