accessible customer service policy
TJX Canada is committed to excellence in serving all Customers, including people with disabilities, by striving to provide our goods and services in a manner that is accessible to everyone.
Providing Goods & Services to People with Disabilities
TJX Canada respects the dignity and independence of people with disabilities. We will ensure our practices and procedures are consistent with the principles of independence, dignity, integration and equality of opportunity by carrying out our responsibilities in the following areas:
We will communicate with our Customers in an efficient and friendly manner that is respectful of their communication needs.
We will train Associates, who have direct interaction with the public, on how to most effectively interact and communicate with persons with disabilities to ensure our practices are equitable and inclusive.
We are committed to providing fully accessible telephone service to our Customers, within our regular operating hours.
Alternate methods of communication are available to ensure our Customers have access to the communication approach that best meets their needs, such as e-mail, fax, mail, or TTY (teletypewriter), if telephone communication is not available.
We recognize that some Customers may require the use of assistive devices to obtain, use or benefit from our goods & services. We will ensure that our Associates are trained to appropriately interact with and provide assistance to our Customers, who use assistive devices, including but not limited to:
- Portable magnifiers
- Assistive listening devices
- Alternative and Augmentative Communication devices
- Personal oxygen tanks
- Devices for grasping
Where a person with a disability is accompanied by a service animal, we are committed to ensuring ease of access to our premises. We will ensure that our Associates, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities, who are accompanied by a service animal.
Where service animals are not clearly identified, an Associate may ask the owner to provide appropriate documentation.
A support person accompanying a Customer with a disability will be allowed to accompany the Customer at all times. If confidential information needs to be shared, consent will be obtained from the Customer, prior to any conversation.
Notice of Temporary Disruption
TJX Canada will provide Customers with as much advance notice as possible in the event of a planned or unexpected disruption at our locations. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternate locations, if available.
The notice will be posted at all public entrances/exits. In addition, an announcement will be made periodically throughout the disruption period via our P.A. system.
Training of Associates
TJX Canada will provide training to Associates, who have direct interaction with the public. The training will include the following:
- How to effectively interact and communicate with people with various types of disabilities.
- How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or support person.
- What to do if a person with a disability is having difficulty in accessing TJX Canada's goods & services.
- TJX Canada's policies, practices, and procedures relating to Accessible Customer Service.
Associates will also be trained on an ongoing basis when changes are made to these policies, practices, and procedures.
Feedback regarding the way TJX Canada provides access to our goods & services can be made through our Customer Service department:
Mail: 6715 Airport Road, Mississauga, ON, L4V 1Y2;
In person by asking to speak to someone on the Management team.
Customers can expect acknowledgement of their feedback, once received, within 2 business days.
Modifications to This or Other Policies
that respect and promote the dignity and independence of people with disabilities, in accordance with AODA (Accessibility for Ontarians with Disabilities Act) or similar regulations throughout Canada. Therefore, no changes will be made to this policy before considering the impact on people with disabilities and any legal ramifications.
Any existing policy of TJX Canada that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
An Accessibility Coordinator will be appointed by the company with responsibility to:
1. Review this policy on an annual basis and revise where necessary.
2. Provide customers and interested parties with a copy of this policy upon request.
3. Make this policy available in alternate formats upon request.
4. Ensure that all Associates are appropriately trained to provide accessible customer service.
5. Ensure that notice is provided for any disruption of service.
6. Collect and follow up on all Customer feedback.
All Associates, who have direct interaction with the public, will be required to:
1. Attend and complete Accessible Customer Service training.
2. Employ the skills and knowledge presented in the Accessible Customer Service training program to ensure consistent level of customer service.
3. Inform management of any issues regarding accessibility, including disruptions of service that could affect customer access to our premises.
4. Adhere to the Accessible Customer Service Policy at all times.
5. Provide assistance to Customers where necessary, and ensure all aisles, walkways, and hallways are kept clear at all times.
Questions About This Policy
If anyone has a question about the policy, or if the purpose of the policy is not understood, an inquiry can be sent to the Customer Service Manager of TJX Canada. Contact details can be found under the Feedback Process section of this policy.