Our Commitment
We are committed to eliminating barriers and improving accessibility for persons with disabilities and to providing goods and services in a way that respects the dignity and independence of people with disabilities. People with disabilities will be given the same opportunity to access and benefit from our goods and services, in the same place and in a similar way as other customers.

Communication
When communicating with a person who has a disability, we will communicate in a manner that takes into account the person's disability.

We will train staff1 who communicate with customers on how to interact and communicate with people with various types of disabilities.

Telephone Services
We are committed to providing fully accessible telephone services to our customers. We will train staff to communicate with customers over the telephone in clear and plain language.

Assistive Devices
We are committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

We will also ensure that our staff knows how to use assistive devices that are available in various locations for customers use.

Service Animals
We welcome persons with disabilities who are accompanied by service animals. Service animals are allowed on the parts of our premises that are open to the public.

If a service animal is legally excluded from some parts of the premises, we will provide alternative measures to enable the person to obtain, use or benefit from our services.

We will ensure that all staff is properly trained on how to interact with people with disabilities who are accompanied by a service animal.

Support Persons
Any person with a disability who is accompanied by a support person will be allowed to enter our premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Notice of Temporary Disruption in Service
We will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by persons with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

This notice will be placed at all public entrances and at the point of disruption. This notice will be provided in accessible formats as required.

Training
We will provide training to all staff as well as other persons who deal with the public or other third parties on behalf of Canadian Tire Jumpstart, and to all individuals who are involved in the development and approval of the customer service policies, practices and procedures.

Training will include:

  • A review 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 support person.
  • •   How to use the equipment or assistive devices that are available on our premises or that we otherwise provide that may help with the provision of goods and services to people with disabilities.
  • •   What to do if a person with a disability is having difficulty in accessing our goods and services.
  • Canadian Tire Jumpstart's policies, practices and procedures governing the provision of goods or services to people with disabilities.
Training records will be kept, including the dates when the training is delivered, the number of persons to whom the training was provided and their names.

Feedback Process
The ultimate goal of Canadian Tire Jumpstart 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.

To submit feedback regarding the way Canadian Tire Jumpstart provides goods and services to people with disabilities, please complete the attached feedback form or contact us directly using the contact information provided below.

Click here to obtain a copy of the AODA Customer Feedback Form.

We will make all reasonable efforts to address concerns or complaints immediately.

Availability of Accessible Customer Service Documents
We shall, upon request, give a copy of this policy to any person. To request documents relating to accessible customer service, refer to the How to Contact us section below. If a person with a disability requests a copy of this policy, we will provide the policy, or the information contained within the policy, in a format which takes into account the person's disability.

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 change will be made to this policy before considering the impact on people with disabilities.

Any policy of Canadian Tire Jumpstart that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Questions about this Policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, please contact us directly using the contact information outlined below. Your question or concern will be escalated accordingly.

How to Contact us

Telephone: 1-844-YES-PLAY
Mail: Canadian Tire Jumpstart
P.O. Box 770, Station K
Toronto, ON M4P 2V8.


1 "Staff" is defined to include employees and volunteers of Canadian Tire Jumpstart.