Accessibility Policy

Accessible Customer Service Policy

Overview  We are ladies and gentlemen serving ladies and gentlemen and we treat our clients with respect and dignity knowing that everything we do affects others.  Here at McHardy Vacuum it is our mandate to honor and serve.  We honor by listening to the needs and serve by recommending the best way to satisfy those needs.  What we don't believe in are barriers that prevent any client from having a positive experience.
Assistive devices  We are dedicated to serve people of all abilities and those who use assistive devices to obtain, use or benefit from our goods and services. Although McHardy Vacuum Ltd. does not provide assistive devices, persons with disabilities may use their own assistive devices as needed when accessing goods or services provided by McHardy Vacuum Ltd.
Communication  We will communicate with people with disabilities in ways that take into account their disability. We train all staff on how to interact and communicate with people with various types of disabilities.
Service animals and 
support persons 		 We welcome people who are accompanied by a service animal throughout our premises and ensure that our team members are properly trained in how to interact with people with disabilities who are accompanied by a service animal. 

We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter McHardy Vacuum Ltd. premises with his or her support person. 
Notice of temporary 
disruption 		 In the event of a planned or unexpected disruption to services or facilities for clients with disabilities, McHardy Vacuum Ltd. will notify clients 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. 

When disruptions occur McHardy Vacuum Ltd. will provide notice by: 

  • Posting notices in conspicuous places including at the point of the disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the McHardy Vacuum Ltd. website and, or Facebook page.
  • Contacting clients with appointments.
  • By any other method that may be reasonable under the circumstances.
Training for our team McHardy Vacuum Ltd. will provide training to all team members.

Training will be provided as soon as practicable and will be included in new hire orientation. Revised training will be provided in the event of changes to legislation, or changes to McHardy Vacuum Ltd. procedures and/or practices related to clients with disabilities. 

McHardy Vacuum Ltd. will keep a record of training that includes the dates training was provided and the number of employees who attended the training. 

Training will include:
  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the client service standard.
  • McHardy Vacuum Ltd.’s accessible client service plan.
  • 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 McHardy Vacuum Ltd.’s goods and services.
  • Staff will also be trained when changes are made to our accessible client service plan.
Feedback 

The ultimate goal of McHardy Vacuum Ltd. is to meet and surpass client expectations while serving clients with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated. Clients who wish to provide feedback on the way McHardy Vacuum Ltd. provides goods and services to people with disabilities can speak to store personnel or contact the management team via phone, email or letter. 

All feedback will be directed to:

McHardy Vacuum Ltd.

1004 Dundas Street 
London, ON
N5W 3A3
1-877-537-8227
519-451-6700
info@mchardyvac.com

Clients can expect to hear back within 1 business day. Complaints will be addressed according to our organization’s complaint management procedures. 
Modifications to this 
policy 		 McHardy Vacuum Ltd. is committed to developing client 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 McHardy Vacuum Ltd. 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 for clients with disabilities. If anyone has a questions about a policy, or if the purpose of a policy is not understood, we will provide an explanation. Please refer to our feedback process and contact information listed above.
Notice of availability 
and format of 
documents 		 McHardy Vacuum Ltd. shall notify clients that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the client’s disability. Notification will be given by posting the information in a conspicuous place owned and operated by McHardy Vacuum Ltd., the McHardy Vacuum Ltd.’s website and/or any other reasonable method.