PROVIDING GOODS & SERVICES TO PEOPLE WITH DISABILITIES

Hank’s Pastries is committed to excellence in serving all customers including people with disabilities.

Assistive Devices

We will ensure that our staff 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 establishment.

Communication

We will communicate with people with disabilities in a dignified manner 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.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities to the entrances of Hank’s Pastries will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and the description of alternatives, if available.

The notice will be placed at all entrances to Hank’s Pastries.

Training

Hank’s Pastries will provide training to employees, volunteers and others who deal with the public. Training will be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

Individuals in the following positions will be trained:

Waitresses and customer service representatives, sales associates and managers.

This training will be provided to our staff within the first 3 months of employment.

Training will Include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
• Hank’s Pastries plan 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.
• How to use the entrances or provide alternative reading formats to facilitate people with disabilities
• What to do if a person with a disability is having difficulty in accessing Hank’s Pastries

Staff will also be trained when changes are made to our accessible service plan.

Feedback Process

Customers who wish to provide feedback on the way Hank’s Pastries provides goods and services to people with disabilities can email us through our website at www.hankspastries.ca , verbally, or by telephone 905-985-2172

All feedback, including complaints, will be handled by the managers or owners of Hank’s Pastries.

Customers can expect to hear back within 2-7 business days

Notice of Availability

Hank’s Pastries will notify the public that our polices are available upon request by posting it on our website, and posting a notice in the front of our store.

Modifications to this or other policies

Any policy of Hank’s Pastries that does not respect and promote dignity and independence of people with disabilities will be modified or removed.

Sincerely,

The owners, managers and staff of Hank’s Pastries