Accessibility Policy
Who is Canadian Tire?
Aux fins de la politique de service à la clientèle accessible, « Canadian Tire » désigne La Société Canadian Tire Limitée et sa famille d’entreprises, y compris la Banque Canadian Tire, les Services Canadian Tire Limitée, l’Immobilière Canadian Tire Limitée, Mark's Work Wearhouse Ltd. (Mark’s/L’Équipeur), FGL Sports ltée (FGL), la Division pétrolière de Canadian Tire, PartSource, Padinox Inc. et CT Real Estate Investment Trust (CT REIT). Canadian Tire désigne également tout successeur ou toute filiale des entreprises mentionnées ci-dessus. (1)
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
Lorsque nous communiquerons avec une personne ayant un handicap, nous le ferons de manière à tenir compte de son handicap.
Nous allons former nos employés qui communiquent avec les clients sur la manière d’interagir avec ceux qui présentent divers handicaps.
Telephone Services
We are committed to providing fully accessible telephone services to our customers. We will train employees to communicate with customers over the telephone in clear and plain language.
Assistive Devices
Nous nous engageons à servir les personnes ayant un handicap et qui utilisent des dispositifs d’assistance pour utiliser nos produits et services ou pour en bénéficier. Nous nous assurerons que nos employés sont formés et connaissent les divers dispositifs d’assistance pouvant être utilisés par des clients ayant un handicap lorsqu’ils accèdent à nos produits et services.
Nous nous assurerons également que nos employés savent comment utiliser les dispositifs d’assistance mis à la disposition des clients à divers endroits.
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 employees are 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 on the store’s website and at all public entrances and at the point of disruption. This notice will be provided in accessible formats as required.
Training
Nous fournirons des formations à tous les employés, bénévoles et autres personnes qui travaillent auprès du public ou à tous les tiers qui travaillent au nom de Canadian Tire et à tous les individus qui prennent part au développement et à l’approbation des politiques, des pratiques et des procédures relatives au service à la clientèle.
La formation doit être terminée au cours du processus d’orientation de l’employé.
Training will include:
- A review of the applicable accessibility legislation 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.
- Les politiques, pratiques et procédures de Canadian Tire qui encadrent l’offre de produits et services aux personnes ayant un handicap.
Les rapports formation seront conservés et comprendront les dates où la formation a été suivie ainsi que le nombre d’employés qui l’ont reçue et leurs noms.
Feedback Process
The ultimate goal of Canadian Tire 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 Canadian Tire provides goods and services to people with disabilities can be made by completing the feedback form, sending an e-mail to the store (form and address details available through customer service desk) or by speaking directly with a manager on duty. All feedback will be directed to the store manager. We will make all reasonable efforts to address concerns or complaints promptly.
Availability of Accessible Customer Service Documents
We will, upon request, provide documentation in an alternate format to any person. Requests for accessible customer service documents should be made to the store manager or supervisor on duty. 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.
Scope
This policy applies to the provision of goods and services at all Canadian Tire locations and addresses the Customer Service requirements. As a reflection of our commitment to the principles of accessible customer service, all efforts will be made to apply these accessible customer service principles to the provision of goods and services in other Canadian Jurisdictions.
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 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 speak with the store manager or supervisor on duty, who will escalate your question or concern accordingly.
How to Contact US
Téléphone :
1-844-AUX-JEUX
Courriel :
Courrier :
Bon départ de Canadian Tire
2180 Yonge Street
P.O. Box 770 Stn. K
Toronto, Ontario M4P 2V8
(1) Les magasins Canadian Tire ainsi que certains magasins Mark’s/L’Équipeur, FGL et PartSource appartiennent à des marchands indépendants ou franchisés et sont exploités par eux. Les postes d’essence Canadian Tire sont exploités sous licence par des détaillants indépendants. En tant qu’entrepreneurs indépendants, ces marchands, franchisés et détaillants sont tenus de par les lois applicables d’adopter leurs propres politiques de service à la clientèle accessible, lesquelles doivent être conformes à la présente politique. Certaines entreprises au sein de la famille Canadian Tire peuvent avoir mis en place leur propre politique de service à la clientèle accessible pour le commerce de détail. En cas de conflit entre une politique de service à la clientèle accessible pour le commerce de détail et la politique de service à la clientèle accessible de La Société Canadian Tire Limitée, celle qui offre la meilleure accessibilité à nos clients prévaudra.