Customer Service Policy

Our Service Commitment

GrandErie Home Hardware Ltd. is committed to providing all customers with a remarkable shopping experience.  Each and every time you visit our stores, you will be greeted as a friend, treated with respect and offered a complete solution to your specific needs.  All of our efforts are focused on ensuring your long-term satisfaction!

At GrandErie Home Hardware Ltd., we value dignity, respect, relationships, high ethical standards and equal access for all customers.  These values are reflected in our policies, operations and behaviors.    When dealing with our staff, you can expect them to be friendly, respectful, enthusiastic and attentive to your special needs and entirely focused on your best interests!

We will also ensure that our shopping experience is integrated and accessible to all people with disabilities.  Active steps have been taken to reasonably accommodate the needs of customers with disabilities by offering services and facilities that provide equal opportunities for participation.  At GrandErie Home Hardware Ltd., anticipating the diverse requirements of shoppers visiting our stores and offering assistance wherever possible is an ongoing priority.

Customer Service Standards

Your Shopping Experience

When visiting our stores, you will feel welcomed.  Our staff will be friendly, enthusiastic and very knowledgeable about our products and services.  If you need help, we are available to assist you.  We will thank you for trusting us with your business and invite you to return.

Price Adjustments

If the item(s) you bought from us is subsequently reduced in price within 14 days, we will offer you a one-time price adjustment in the form of (store credit), (original method of payment) when an original receipt is presented.

Refunds Or Exchanges

We are committed to your complete satisfaction.

If you are unhappy with your purchase, we will gladly accept any unused regularly stocked merchandise for exchange or refund within 60 days of purchase. Simply return the complete product to us in its clean, original packaging, accompanied by the bill of sale.

No receipt and/or no proof of purchase may invalidate any return or exchange. All merchandise is subject to the manufacturer’s warranty & will be repaired or replaced as per the manufacturer’s directions.

We regret that cut materials and special order merchandise may not be returnable. Any returns after 60 days are at the discretion of the Dept. Manager.

All special order returns will have a 25% Handling charge. This Handling charge will be at the discretion of the Dept. Manager.

Resolving Problems

Despite our best efforts, sometimes problems can occur.  Please report all issues to one of our staff and we pledge to handle them in the following manner:

You will be greeted warmly and asked for all relevant details.

The person you speak to will try to resolve the issue right away.  If additional assistance is required, the store manager will be called immediately.

If our service has been unsatisfactory in any way, we will apologize and do our best to provide you with an acceptable solution.

All customer issues will be resolved within 4 business days.

At all times, our staff will be friendly, courteous, calm and supportive.

 Communication

Our communications, from initial greeting through the sales process and follow up, will demonstrate our commitment to serve customers with disabilities

Assistive Devices

Our customers are welcome to use their own personal assistive devices to access our merchandise and services.  In addition, we offer the following facilities and one on one assistance during their visit to our stores:

Automatic doors      Carry Out Service and Delivery        Wheel Chair Accessible Bathrooms

Support People And Service Animals

Support people and guide dogs or other service animals are also welcome to accompany our customers with disabilities while shopping in our stores.  Wherever service animals are prohibited by law, we will provide personal assistance during the store visit.

Interruption Of Services

If we are temporarily unable to offer any special facilities or services that assist customers with disabilities, we will immediately provide notice of this interruption and the anticipated time when these services will be resumed.

Training

Our entire staff receives ongoing and documented training in order to properly communicate with and provide assistance to people with various disabilities. Training includes the purpose of the Accessibility for Ontarians with Disabilities Act (AODA) and the Customer Service Standard.  We include instructions on how to use equipment or devices available to our organization.  Training is provided to staff if any changes have been made to our policies, practices and procedures as well, training is provided as soon as practicable after staff is assigned new and applicable duties.  All staff that interacts with customer must take this training yearly by January 30th; this includes all management as well as owners of this organization This includes accommodating support personnel and assistive devices or animals, as well as resolving any challenges that may arise during the shopping experience.  We are committed to ensuring that our merchandise and services are available to all.

Customer Feedback

We actively encourage the participation of all shoppers in our feedback process.  Your comments, suggestions and compliments will play a central role in our ongoing store planning processes.  Any concerns brought to our attention will be addressed quickly and fairly (please see “Resolving Problems” above).  In addition to sharing your feedback in person, you may also contact us by telephone at 905-774-6115 or 1-800-591-1161, by mail at 1051 Broad Street East Dunnville Ontario, N1A 2Z1 or electronically at info@granderie.net.

Handout

We are pleased to offer a summary of our customer service and accessibility policies.  To receive your copy in a format that is most useful to you, please contact Stacey at 905-774-6115 or info@granderie.net.

If you feel that these standards have not been maintained in your situation, please feel free to let us know by calling 905-774-6115 or 1-800-591-1161

Your business means everything to us!

 

Our Accessibility Policies

Statement of organizational commitment

GrandErie Home Hardware Building Centre is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.

Training

We are committed to training staff and volunteers in Ontario’s accessibility laws and aspects of the Ontario Human Rights Code that relate to persons with disabilities.

We will train our employees and volunteers on accessibility as it relates to their specific roles.

Procurement

We will incorporate accessibility criteria and features when procuring or acquiring goods, services or facilities, including self-serve kiosks. If it is not possible and practical to do so, we will provide an explanation upon request.

Information and communications

We will communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports.

We will also meet internationally-recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.

Employment

We will notify employees, potential hires and the public that accommodations can be made during recruitment and hiring.

We will notify staff that supports are available for those with disabilities. We will put in place a process to develop individual accommodation plans for employees.

Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency.

Our performance management, career development and redeployment processes will take into account the accessibility needs of all employees.

At this time GrandErie HHBC will review each employee at three months after probation period has ended at that time, we will review accommodations needed, every year we review each employee and the employee can request any needed accommodations and we will provide within our means. Please note at any time an employee may request a private meeting to discuss accommodations.

Changes to existing policies

We will modify or remove an existing policy that does not respect and promote the dignity and independence of people with disabilities.

 

Our Multi-Year Accessibility Plan 2020

GrandErie Home Hardware Building Centre is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws.

As part of GrandErie HHBC commitment to meeting its obligations under the Act, GrandErie HHBC has developed a multi-year plan which outlines GrandErie HHBC strategy to prevent and remove barriers and meet its requirements under the AODA.

GrandErie HHBC Multi-Year Accessibility Plan will be reviewed and updated by GrandErie HHBC at least once every five (5) years, and as required.

Accessibility for Ontarians with Disabilities Act, 2005

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) became law on June

13, 2005. It builds on progress made under the Ontarians with Disabilities Act, 2001, to create an accessible Ontario by 2025.

Under the legislation, the government of Ontario has developed mandatory accessibility Standards that identify, remove and prevent barriers for persons with disabilities in key areas of daily living. The Standards apply to private and public-sector organizations across Ontario.

 The table below outlines our initiatives in response to the Standards and compliance deadlines:

 Part 1 – General Requirements

Initiative DescriptionCompliance Date Compliance Details
Establishment of Accessibility Policies3.(1) Every obligated organization shall develop, implement and maintain policies governing how the organization achieves or will achieve accessibility through meeting its requirements referred to in this Regulation.  O. Reg. 191/11, s. 3 (1).January 1, 2014

 

Accessibility Plans4.(1) Large organizations shall, (a) establish, implement, maintain and document a multi-year accessibility plan, which outlines the organization’s strategy to prevent and remove barriers and meet its requirements under this Regulation;

(b) post the accessibility plan on their website, if any, and provide the plan in an accessible format upon request; and

(c) review and update the accessibility plan at least once every five years.  O. Reg. 191/11, s. 4 (1).

January 1, 2014

 

Self-Serve Kiosks6.(2) Large organizations and small organizations shall have regard to the accessibility for persons with disabilities when designing, procuring or acquiring self-service kiosks.  O. Reg. 191/11, s. 6 (2).January 1, 2014
Training7. Every obligated organization shall ensure that training is provided on the requirements of the accessibility standards referred to in this Regulation and on the Human Rights Code as it pertains to persons with disabilities to, (a) all persons who are an employee of, or a volunteer with, the organization; (b) all persons who participate in developing the organization’s policies; and

(c) all other persons who provide goods, services or facilities on behalf of the organization.  O. Reg. 191/11, s. 7 (1); O. Reg. 165/16, s. 5 (1).

January 1, 2015

Part 2 – Information and communication Standards

Initiative DescriptionCompliance Date Compliance Details
Feedback11.(1) Every obligated organization that has processes for receiving and responding to feedback shall ensure that the processes are accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communications supports, upon request.  O. Reg. 191/11, s. 11 (1).

 

11. (2) The organization shall notify the public about the availability of accessible formats and communications supports with respect to the feedback process. O. Reg. 165/16, s. 7.

January 1, 2014

 

Accessible Formats and Communication Supports12.(1) Except as otherwise provided, every obligated organization shall upon request provide or arrange for the provision of accessible formats and communication supports for persons with disabilities, (a) in a timely manner that takes into account the person’s accessibility needs due to disability; and (b) at a cost that is no more than the regular cost charged to other persons.  O. Reg. 191/11, s. 12 (1).

 

(2) The obligated organization shall consult with the person making the request in determining the suitability of an accessible format or communication support.  O. Reg. 191/11, s. 12 (2).

 

(3) Every obligated organization shall notify the public about the availability of accessible formats and communication supports.  O. Reg. 191/11, s. 12 (3).

January 1, 2016
Emergency Procedures, Plans or Public Safety Info13.(1) In addition to its obligations under section 12, if an obligated organization prepares emergency procedures, plans or public safety information and makes the information available to the public, the obligated organization shall provide the information in an accessible format or with appropriate communication supports, as soon as practicable, upon request.  O. Reg. 191/11, s. 13 (1).January 1, 2012
Accessible Websites & Web Content14.(2) Designated public sector organizations and large organizations shall make their internet websites and web content conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, initially at Level A and increasing to Level AA, and shall do so in accordance with the schedule set out in this section.  O. Reg. 191/11, s. 14 (2).January 1, 2014

Part 3 – Employment Standards

Initiative DescriptionCompliance Date Compliance Details
Recruitment – General22. Every employer shall notify its employees and the public about the availability of accommodation for applicants with disabilities in its recruitment processes.  O. Reg. 191/11, s. 22.January 1, 2016
Recruitment, Assessment or Selection Process23. (1) During a recruitment process, an employer shall notify job applicants, when they are individually selected to participate in an assessment or selection process, that accommodations are available upon request in relation to the materials or processes to be used.  O. Reg. 191/11, s. 23 (1).

 

(2) If a selected applicant requests an accommodation, the employer shall consult with the applicant and provide or arrange for the provision of a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.  O. Reg. 191/11, s. 23 (2).

January 1, 2016
Notice to Successful Applicants24. Every employer shall, when making offers of employment, notify the successful applicant of its policies for accommodating employees with disabilities.  O. Reg. 191/11, s. 24January 1, 2016
Informing Employees of Supports25.(1) Every employer shall inform its employees of its policies used to support its employees with disabilities, including, but not limited to, policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability.  O. Reg. 191/11, s. 25 (1).

 

(2) Employers shall provide the information required under this section to new employees as soon as practicable after they begin their employment.  O. Reg. 191/11, s. 25 (2).

 

(3) Employers shall provide updated information to its employees whenever there is a change to existing policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability.  O. Reg. 191/11, s. 25 (3).

January 1, 2016
Accessible Formats & Communication Supports for Employees26. (1) In addition to its obligations under section 12, where an employee with a disability so requests it, every employer shall consult with the employee to provide or arrange for the provision of accessible formats and communication supports for, (a) information that is needed in order to perform the employee’s job; and (b) information that is generally available to employees in the workplace.  O. Reg. 191/11, s. 26 (1).

 

(2) The employer shall consult with the employee making the request in determining the suitability of an accessible format or communication support.  O. Reg. 191/11, s. 26 (2).

January 1, 2016
Workplace Emergency Response Information27.(1) Every employer shall provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary and the employer is aware of the need for accommodation due to the employee’s disability.  O. Reg. 191/11, s. 27 (1).

 

(2) If an employee who receives individualized workplace emergency response information requires assistance and with the employee’s consent, the employer shall provide the workplace emergency response information to the person designated by the employer to provide assistance to the employee.  O. Reg. 191/11, s. 27 (2).

 

(3) Employers shall provide the information required under this section as soon as practicable after the employer becomes aware of the need for accommodation due to the employee’s disability.  O. Reg. 191/11, s. 27 (3).

 

(4) Every employer shall review the individualized workplace emergency response information, (a) when the employee moves to a different location in the organization; (b) when the employee’s overall accommodations needs or plans are reviewed; and (c) when the employer reviews its general emergency response policies.  O. Reg. 191/11, s. 27 (4).

January 1, 2012
Documented Individual Accommodation Plans28.(1) Employers, other than employers that are small organizations, shall develop and have in place a written process for the development of documented individual accommodation plans for employees with disabilities.  O. Reg. 191/11, s. 28 (1).

 

(2) The process for the development of documented individual accommodation plans shall include the following elements:

 

1.     The manner in which an employee requesting accommodation can participate in the development of the individual accommodation plan.

2.     The means by which the employee is assessed on an individual basis.

3.     The manner in which the employer can request an evaluation by an outside medical or other expert, at the employer’s expense, to assist the employer in determining if accommodation can be achieved and, if so, how accommodation can be achieved.

4.     The manner in which the employee can request the participation of a representative from their bargaining agent, where the employee is represented by a bargaining agent, or other representative from the workplace, where the employee is not represented by a bargaining agent, in the development of the accommodation plan.

5.     The steps taken to protect the privacy of the employee’s personal information.

6.     The frequency with which the individual accommodation plan will be reviewed and updated and the manner in which it will be done.

7.     If an individual accommodation plan is denied, the manner in which the reasons for the denial will be provided to the employee.

8.     The means of providing the individual accommodation plan in a format that takes into account the employee’s accessibility needs due to disability.  O. Reg. 191/11, s. 28 (2).

January 1, 2016
Return to Work Process29.(1) Every employer, other than an employer that is a small organization, (a) shall develop and have in place a return to work process for its employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work; and (b) shall document the process.  O. Reg. 191/11, s. 29 (1).

 

(2) The return to work process shall, (a) outline the steps the employer will take to facilitate the return to work of employees who were absent because their disability required them to be away from work; and (b) use documented individual accommodation plans, as described in section 28, as part of the process.  O. Reg. 191/11, s. 29 (2).

 

(3) The return to work process referenced in this section does not replace or override any other return to work process created by or under any other statute.  O. Reg. 191/11, s. 29 (3).

January 1, 2016
Performance Management30.(1) An employer that uses performance management in respect of its employees shall take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when using its performance management process in respect of employees with disabilities.  O. Reg. 191/11, s. 30 (1).January 1, 2016
Career Development & Advancement31.(1) An employer that provides career development and advancement to its employees shall take into account the accessibility needs of its employees with disabilities as well as any individual accommodation plans, when providing career development and advancement to its employees with disabilities.  O. Reg. 191/11, s. 31 (1).January 1, 2016
Redeployment32.(1) An employer that uses redeployment shall take into account the accessibility needs of its employees with disabilities, as well as individual accommodation plans, when redeploying employees with disabilities.  O. Reg. 191/11, s. 32 (1).January 1, 2016

Part 4 – Customer Service Standard

Initiative DescriptionCompliance Date Compliance Details
Establishment of policies80.46 (1) In addition to the requirements in section 3, every provider shall develop, implement and maintain policies governing its provision of goods, services or facilities, as the case may be, to persons with disabilities. O. Reg. 165/16, s. 16.

 

(8) Every provider, other than a small organization, shall prepare one or more documents describing its policies with respect to the matters governed by this section and, on request, shall give a copy of any such document to any person. O. Reg. 165/16, s. 16.

 

(9) Every provider, other than a small organization, shall notify persons to whom it provides goods, services or facilities that the documents required by subsection (8) are available on request. O. Reg. 165/16, s. 16.

 

(10) The notice required by subsection (9) may be given by posting the information at a conspicuous place on premises owned or operated by the provider, by posting it on the provider’s website, if any, or by such other method as is reasonable in the circumstances. O. Reg. 165/16, s. 16.

January 1, 2012
Notice of temporary disruptions80.48 (1) If, in order to obtain, use or benefit from a provider’s goods, services or facilities, persons with disabilities usually use other particular facilities or services of the provider and if there is a temporary disruption in those other facilities or services in whole or in part, the provider shall give notice of the disruption to the public. O. Reg. 165/16, s. 16.January 1, 2012
Training for staff, etc.80.49 (1) In addition to the requirements in section 7, every provider shall ensure that the following persons receive training about the provision of the provider’s goods, services or facilities, as the case may be, to persons with disabilities:

 

1. Every person who is an employee of, or a volunteer with, the provider. 2. Every person who participates in developing the provider’s policies. 3. Every other person who provides goods, services or facilities on behalf of the provider. O. Reg. 165/16, s. 16.

January 1, 2012
Feedback process required80.50 (1) Every provider shall establish a process for receiving and responding to,

 

(a) feedback about the manner in which it provides goods, services or facilities to persons with disabilities; and

(b) feedback about whether the feedback process established for purposes of clause (a) complies with subsection (3). O. Reg. 165/16, s. 16.

(2) The feedback process must specify the actions that the provider will take if a complaint is received about the manner in which it provides goods, services or facilities to persons with disabilities. O. Reg. 165/16, s. 16.

January 1, 2012
Format of documents80.51 (1) If a provider is required by this Part to give a copy of a document to a person with a disability, the provider shall, on request, provide or arrange for the provision of the document, or the information contained in the document, to the person in an accessible format or with communication support,

 

(a) in a timely manner that takes into account the person’s accessibility needs due to disability; and

(b) at a cost that is no more than the regular cost charged to other persons. O. Reg. 165/16, s. 16.

(2) The provider shall consult with the person making the request in determining the suitability of an accessible format or communication support. O. Reg. 165/16, s. 16.

January 1, 2012

Plan Review

This Multi-Year Accessibility Plan will be reviewed by GrandErie Health and Safety Committee on an annual basis.