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Accessible Customer Service Policy; Accessibility for Ontarians/Manitobans Disability Act – Staples, Inc. Canada

Reviewed: March 2023

Departments Responsible: Human Resources

Sections:

  • Mission and Commitment
  • Providing Goods and Services to People with Disabilities
  • Feedback Process
  • Questions

1. Mission and Commitment

Staples is committed to fostering a diverse and inclusive environment which extends to both our associates and customers.

In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) 2005, and the Accessibility for Manitobans Act (AMA) 2013, Staples has developed a policy and process to ensure that persons with disabilities have equal access to goods and services at Staples and that the service they receive respects their dignity and independence.

2. Providing Goods and Services to People with Disabilities

Staples is committed to providing excellent service to all customers, including people with disabilities. Our commitment extends to the following areas:

2.1. Communication

  • Staples will communicate with people with disabilities in ways that take their disability into consideration.
  • Staples will provide training to all associates who communicate with customers to ensure they are knowledgeable regarding how to interact and communicate with people with disabilities including both face-to-face and telephone interaction.
  • Staples will offer multiple ways to communicate with customers including face- to- face, telephone, e-mail, TTY, Bell Relay Service.

2.2. Assistance Devices

  • Staples is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. - Staples will provide training to all associates on the types of assistance devices people with disabilities may use so that they are familiar with the devices.

2.3. Billing

  • Staples is committed to verbally reviewing a bill of sale (receipt) at the time of sale and/or answering any questions a customer with a disability may have.

2.4. Use of Service Animals and Support Persons

  • Staples is committed to welcoming people with disabilities who are accompanied by a support person or service animal. At no time will support persons or service animals be prevented from entering Staples premises.
  • Staples will provide training to all associates on how to interact with people with disabilities who are accompanied by a support person or service animal.

2.5. Notice of Temporary Disruption

  • Staples will provide notice to customers about the planned or unexpected disruption in the facilities or services used by people with disabilities i.e. elevator. The notice will include the reason for the disruption, the anticipated duration of the interruption and any alternate facilities or services available. Notices will be posted at all public entrances and any other relevant locations.

2.6. Training for Associates

  • Staples is committed to providing training to all associates and contractors who interact with the public and to associates who are involved in the development and approvals of customer service policies, practices and procedures.
  • Training will be provided as part of our on-boarding process for new hires and on an on-going basis for existing associates as AODA/AMA requirements and related policies, procedures or practices change or are updated.
  • Training will be provided as an on-line training video unless an alternate format is required.

Training will include:

  • What AODA/AMA is and the requirements for the Customer Service Standard.
  • How to interact and communicate with people who have various types of disabilities.
  • How to interact with people with disabilities who use an assistance device or are accompanied by a support person or service animal.
  • What to do if a person with a disability is having difficulty accessing goods and services.
  • Current policies, practices and procedures relating to the customer service standard

3. Feedback Process

Staples is committed to providing excellent service to all customers, including those people with disabilities. Feedback about how Staples is meeting the needs of people with disabilities is welcome and appreciated.

Feedback from customers can be made via phone, e-mail or appointment. Please e-mail sppcasupport@staples.com or phone 1-800-450-6452

All written feedback can be sent to: 55 Interchange Way, Unit 4 Vaughan, ON, L4K 5W3 Attention: Human Resources

All concerns will be reviewed by department leadership and Human Resources responsible for AODA/AMA related feedback and complaints. Customers with complaints will be contacted within 2 business days.

3.1. Our 4 Principles of Associate and Customer Interaction:

Staples is committed to providing customer service that enables:

  • Dignity –service is provided in a respectful manner
  • Independence –service provided ensures we enable a person with a disability to do things without unnecessary help
  • Integration –service is the same or similar for all customers
  • Equal opportunity – opportunities are the same for all customers

3.2. Modifications to the Workplace and Customer Accessibility Policy or Other Related Policies

Staples will update the Customer Service Policy and related policies and procedures as required in order to continue to meet the needs of people with disabilities.

4. Questions

For any questions, concerns or comments about the policy please contact hrservicescanada@staples.com

Applies to:
All Staples Inc. Canada Associates
Policy Number: HRC009
Effective Date: June 7, 2019
Revision Date: March 29, 2023