Accessibility Standards for People with Disabilities

    1. Purpose

    The Genuine Canadian Corp. (TGCC) is committed to excellence in serving all customers including people with disabilities. We respect the independence, dignity, integration and equal opportunity of our customers. Together with our teams at store level, our offices and our facilities across Ontario, TGCC wants to ensure a consistent positive customer experience for those with and without disabilities, by operating in accordance with the Accessibility for Ontarians with Disabilities Act (“AODA”), 2005.

    2. Scope

    This policy applies to all employees, volunteers, third parties and others that deal with the public on behalf of TGCC.

    3. Policy

    Active steps have been taken to reasonably accommodate the needs of our customers and to offer facilities that provide equal opportunity to our goods and services. TGCC is committed to offering assistance wherever possible on an ongoing basis.

    3.1 Assistive Devices

    We will ensure that our staff members are trained and familiar with the 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. Customers with disabilities are also welcome to use their own personal assistive devices to access our merchandise. We will ensure our staff members are trained on how to interact with individuals using assistive devices and can offer alternative service methods if desired. Staff members are available to help navigate through the store and facility as needed

    3.2 Communication

    All of our required staff members, volunteers and third parties will be trained, where necessary, on how to communicate to people with disabilities. We will communicate in ways that take into account the particular disability of the customer we are servicing. If an alternative method for communication is required (such as a note pad or sales associate reading aloud) and if it is readily available, it should be fulfilled as promptly as possible. A compromise might be necessary.

    3.3 Service animals

    We welcome customers 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 all employees, volunteers and others dealing with the public on our behalf are appropriately trained on how to interact with people with disabilities who are accompanied by a service animal.

    3.4 Support persons

    If a person with a disability is accompanied by a support person, both persons are permitted to enter the premises together and the person with a disability is not prevented from having access to the support person while on the premises. Staff members, volunteers and third parties will be trained to understand it is important to direct all communications directly to the individual and not the support person when servicing them in our facilities.

    3.5 Notice of temporary disruption

    In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, TGCC 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 options, if available. The notice will be placed at all locations where the disruption will impact the accessibility of the customer.

    4. Procedure

    4.1 Training

    TGCC will provide ongoing training to employees, volunteers and others who deal with the public or other third parties on our behalf, in order to properly communicate with and provide assistance to people with various disabilities. This includes accommodations that need to be made and being able to resolve any challenges that may arise during their visit. The training will be provided to staff as soon as practical after an individual is hired. Training components will include the following:

    • An overview of Accessibility for Ontarians with Disabilities Act 2005 and the requirements of the customer service standards
    • The Genuine Canadian Corp’s 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 required the assistance of a service animal or a support person
    • What to do if a person with a disability is having difficulty in accessing our services

    Staff will also be re-trained when changes are made to our plan.

    4.2 Feedback

    Customers who wish to provide feedback regarding the way in which TGCC provides goods and services to people with disabilities is welcomed and appreciated, and can be shared in person at any of our retail store locations. It may also be shared through any of the following means:

    • By telephone at: 888-336-1995
    • Electronically through the Consumer Affairs link on our website at

    Revision date: April 2014