FRONT ROW SPORTS ACCESSIBILITY POLICY

PURPOSE

Front Row Sports can take pride in the reputation we have built through this area. Part of this customer service includes providing accessible and equitable service. Here at Front Row Sports we respect the dignity and independence of our customers with disabilities. We will offer our customers with disabilities the same opportunity to access our merchandise and to share the same experience as other customers. Front Row Sports is committed to meeting the accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

This policy outlines the provision of goods and/or services to customers with disabilities. As well as:           

a) Use of assistant devises
b) Service animals
c) Support persons
d) Notification to customers regarding temporary disruptions
e) Training
f) Customer feedback
g) Notification to customers about the availability of documents

DISABILITY

Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness, including diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance of device. A condition of mental impairment or a developmental disability. A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language. A mental disorder or an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

ACCESSIBILTY PLAN

Front Row Sports has and will continue to maintain an Accessibility Plan outlining the Company’s policies to prevent and remove barriers from its workplace to improve opportunities for persons with disabilities.

This plan will be reviewed no less that once every five years, it will be posted on our website and copies will be made available to anyone who has requested.


 

PROVIDING GOODS AND SERVICES TO CUSTOMERS WITH DISABILITIES

Front Row Sports will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

  • Ensuring all customers receive the same value and quality.
  • Allowing customers with disabilities to do things in their own ways, at their own pace when accessing Front Row Sports merchandise as long as this does not present a safety risk.
  • Using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner.
  • Taking into account individual needs when providing goods and/or services
  • Communicating in a manner that takes into account a customer’s disability.

 

INFORMATION AND COMMUNICATIONS STANDARDS

Front Row Sports will communicate to customers with disabilities in ways that take into account their disability. We will train our service staff on how to effectively interact and communicate with our diverse community and people with various types of disabilities.

FEEDBACK

Customers with disabilities are able to provide us with feedback on our products/services. Feedback can be submitted in through: in person, telephone, mail, email or website.

Upon request, Front Row Sports will provide, or will arrange to provide information in an accessible format and with communication supports in a timely manner that takes into account a Customers accessibility needs due to his/her disability.

We will consult with the customer making the request in determining the suitability of an accessible format or communication support.

We will also notify the public about the availability of accessible formats and communications supports. Notification will be given by posting information in a conspicuous place owned and operated by Front Row Sports, the Front Row website or any other reasonable method.

ACCESSIBLE WEBSITE AND WEB CONTENT

Front Row Sports will ensure that its websites, including web content, conform to the World Wide Web Consortium Web Content Accessibility Guidelines expect where this is impracticable.

TELEPHONE SERVICES

Front Row Sports is committed to providing fully accessible telephone service to all customers. We will train out staff to communicate with customers over the telephone in plain language while speaking clearly and slowly. Front Row Sports will also make its employees familiar with technologies intended for person with disabilities. We will offer to communicate with our customers by email or letter if telephone communication is not suitable to their communication needs or is unavailable.


 

USE OF ASSISTIVE DEVICES

An assistive device is one or more devices used by a person with a disability to help him/her independently complete everyday tasks. Accessibility devices include mobility aids (e.g., wheelchairs and walkers), portable communication devices, head-wands, hearing aids and much more.

Front Row Sports welcomes the use of assistive devices by our customers to access our goods and/or services. We will ensure our Associates are trained on how to interact with individuals using various assistive devises and how Associates can provide alternative service methods.

BILLING /INVOICES

Front Row Sports is committed to providing accessible billing/invoices to all our customers and third party business partners. We will answer any questions customers may have about the content of the billing and will be responsible for ensuring that the alternative formats are available upon request.

USE OF SERVICE ANIMALS AND SUPPORT PERSONS

SERVICE ANIMALS

An animal is a service animal for a person with a disability if,

  1. It is readily apparent that the animal is used by the person for reason relating to his or her disability; or
  2. The person provides a letter form a Regulated Health Profession (including but not limited to physiologist, psychotherapist, chiropractor, nurse, physician, mental health therapist, etc.) confirming that the person requires the animal for reasons relating to the disability.

Customers with disabilities who are accompanied by a service animal are welcome at all Front Row Sports properties when accessing our goods and/or services unless the animal is otherwise excluded by law from the premises. If the animal is legally excluded from the premises, Front Row Sports will provide alternative measures to enable the person to obtain, use or benefit from its services.

Front Row Sports ensure that all staff are properly trained on how to interact with customers with disabilities and who are accompanied by a service animal.

SUPPORT PERSONS

A support person is an individual who accompanies a Customer with disabilities to help the customer meet his or her communication, mobility, personal care or medical needs or to assist the customer in accessing goods and/or services. A customer with a disability who is accompanies by a support person will be allowed to enter Front Row Sports premises together with the support person, and will not be prevented from having access to the support person while on the premises.

 

 

NOTICE OF DISRUPTIONS TO SERVICE

Front Row Sports will provide customers with notice of a planned or unexpected disruption in services usually used by customers with disabilities. This notice will include the reason for the disruption, its anticipated duration, as well as described alternative facilities or services that may be available. This notice will normally be posted on a website and may also be posted on the premises, where appropriate in the circumstances.

EMPLOYMENT STANDARDS

RECRUITMENT

Front Row Sports will notify its employees and the public about the availability of accommodation for applicants with disabilities in its recruitment process.

RECRUITMENT, ASSESSMENT OR SELECTION PROCESS

Front Row Sports will notify job applicants selected to participate in an assessment or selection process that accommodations are available upon request relating to the materials or processes to be used.

If a selected applicant request accommodation, Front Row Sports will consult the applicant and provide, or arrange for the provision of, suitable accommodation in a manner that takes into account the applicant’s accessibility needs relating to his or her disability.

NOTICE TO SUCCESSFUL APPLICANTS

When making offers of employment, Front Row Sports will notify the successful applicant of its policies for accommodating Associates with disabilities.

TRAINING

Front Row Sports will provide training for all staff, volunteers and third party business suppliers that engage with our customers, on how to effectively interact with customers with disabilities. In addition, everyone who is involved with and/or influences customer experience policies and standard operating practices and procedures will receive this training. Training will be recorded and updated in respect to any changes to the policies, practices, or procedures surrounding accessibility for customers with disabilities. Training will be provided within the first week of employment. The training will include:

a) Purposes of the Accessibility for Ontarians with Disabilities Act and requirements of the customer service standard.
b) How to interact and communicate with persons of disability in a manner that takes into account his or her disability.
c) How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or a support person.
d) How to use equipment or devices available that may help with our merchandise or services.
e) What to do if a person with a particular type of disability is having difficulty accessing merchandise and/or services

f) Review Front Row Sports policies, practices, and procedures:
a) Pertaining to providing accessible customer service to persons with disabilities.
b) Workplace emergency response information.
c) Return to work process.
d) Recruitment, including how to accommodate the candidates and Associates with disabilities during the hiring process and employment.

INFORMING EMPLOYEES OF SUPPORTS

Front Row Sports will continue to inform its staff of its policies (and any updates to those policies) used to support staff with disabilities, including policies on the provision of job accommodations that take into account a staff accessibility needs due to disability. This information will be provided to new staff soon as practicable after commencing employment.

WORKPLACE EMERGENCY RESPONSE

Front Row Sports will provide individualized workplace emergency response information to Associates who have a disability, if the disability is such that the individualized information is necessary, and if Front Row Sports is aware of the need for accommodation due to the staff’s disability. Front Row Sports will provide this information as soon as practicable after becoming aware of the need for accommodation.

Where the staff member requires assistance, Front Row Sports will, with the consent of the staff member, provide the workplace emergency response information to the person designated by Front Row Sports to provide assistance to the staff member.

Front Row Sports will review the individualized workplace emergency response information when the staff member moves to a different location in the organization, when the staff member overall accommodations needs or plans are reviewed, or when Front Row Sports reviews its general emergency response policies.

DOCUMENTED INDIVIDUAL ACCOMMODATION PLANS

Front Row Sports will maintain a written process for the development of documented individual accommodation plans for staff with disabilities.

If requested, information regarding accessible formats and communication supports available will also be included in individual accommodation plans.

In addition, the plans will include individualized workplace emergency response information (where required), and will identify any other accommodation that is to be provided.

RETURN TO WORK PROCESS

Front Row Sports with the staff member will facilitate the return to work process which will include documented individual accommodation plans as part of the process.

This return to work process will not replace or override any other return to work process created by or under any other statute (ie. the Workplace Safety Insurance Act, 1997).

MODIFICATIONS TO THIS OR OTHER POLICIES

Front Row Sports is committed to developing customer service policies that respect and promote the dignity and independence of persons with disabilities. Therefore, no changes will be made to this policy before considering the impact on persons with disabilities. Any policy of Front Row Sports that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed. This policy and its related procedures will be reviewed as required in the event of legislative changes.

QUESTIONS ABOUT THIS POLICY

The purpose of this policy is to provide a framework through which Front Row Sports can achieve the best experience for our customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood please feel free to contact us by phone 905.680.4588 or email sales@frontrowsport.com.