Customer Service Policy for Serving Persons with Disabilities

Our Commitment

We are committed to providing our goods and services in a way that respects the dignity, independence, integration, and equality of opportunity for persons with disabilities. We are also committed to providing opportunities to persons with disabilities to access our goods and services and to benefit from our same goods and services, in the same place and in a similar manner as other customers.

Providing Goods and Services to People with Disabilities

We are committed to providing outstanding customer service. This extends to the following areas:

Communication

We will communicate with people with disabilities in ways that take into account their disability.

We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

Telephone Services

We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.

We will communicate with customers by e-mail if telephone communication is not suitable to their communication needs or it is not available.

Assistive devices

We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Use of Service Animals and Support Persons

We welcome people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that staff, volunteers and others dealing with the public are trained in how to interact with people with disabilities who are accompanied by a service animal.

We welcome people with disabilities who are accompanied by a support person.  Any person with a disability who is accompanied by a support person may enter Pet Valu’s 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

We will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services that are often used by people with disabilities.

Pet Valu AODA Action Plan