Accessible Customer Service Plan
Providing Goods and Services to People with Disabilities

Assistive devices

We will ensure that our staff members are trained and familiar with various assistive devices we have on site or that we provide 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 at no charge.

We will notify customers of this through a notice posted on our premises and webpage.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Sunderland Co-operative 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.

The notice will be placed near the entrance door to our Offices.

Training

Sunderland Co-operative will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. Every individual in the organization will be trained including: customer service representatives/ sales associates, and managers.

Training will be provided to staff within the first three months of hire. Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• Sunderland Co-operative plans 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
• What to do if a person with a disability is having difficulty accessing Sunderland Co-operative goods and services

** Staff will also be trained when/if changes are made to the plan.

Feedback process

Members of the public, visitors, customers or other stakeholders who wish to provide feedback on the way we provide goods and services to people with disabilities can contact us at any of our four locations:

Sunderland (Head Office) 
1 River Street
P.O. Box 280
Sunderland, ON
L0C 1H0
Phone: (705) 357-3491
Toll Free: 1 (800) 668-2626
Fax: (705) 742-1515

Oakwood
381 Taylor Road
Oakwood, ON
K0M 2M0
Phone: (705) 953-9660
Toll Free: 1 (800) 667-0463
Fax: (705) 953-9107

Lindsay
36 Harvest Road
Lindsay, ON
K9V 4S1
Phone: (705) 324-2242
Toll Free: 1 (800) 567-2667
Fax: (705) 324-1839

Sunderland Co-operative Peterborough District
2182 Keene Rd.
Otonabee, ON
K9J 6X7
(705) 745-4607

Customers can expect to hear back from Sunderland Co-operative within five (5) business days:

Modifications to this or other policies

Any policy of Sunderland Co-operative that does not respect and promote the dignity and independence of people with disabilities will be modified or removed to ensure our commitment to these principles and our Customers.

This document is available in an alternate format on request