Accessible Customer Service Policies

Providing Goods and Services to People with Disabilities

The Peterborough Humane Society (PHS) is committed to excellence in serving all customers and visitors including 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. 

For events with an admission fee, we will offer a reduced fee for support persons. We will notify members of the public of this through a notice on the associated event webpages.

Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, PHS 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.

Training
PHS 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 management.

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  
• Our 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 any assistive devices available on-site 
• What to do if a person with a disability is having difficulty accessing our goods and  services

Feedback process
Visitors or other members of the public who wish to provide feedback on the way we provide goods and services to people with disabilities are welcome to contact PHS and can expect to receive a response within five (5) business days.

All feedback, including concerns or complaints, may be directed to:

Peterborough Humane Society
1999 Technology Drive
Peterborough, ON K9J 6X7
(705) 745-4722
[email protected]

Modifications to this or other policies
Any policy of PHS 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 community.

Alternate format available on request.