Accessibility Policy

Providing Goods and Services to People with Disabilities:

The Top Shop Inc. is committed to excellence in serving all customers including people with disabilities.

Assistive Devices:

We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and 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 the person accompany them on our premises.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities such as the wheelchair ramp and accessible washroom, The Top Shop Inc. will notify customers promptly.

This clearly posted notice will include information about the reason for the disruption and it’s anticipated length of time. The notice will be placed next to the front entrance door, on the welcome sign, the website, the Facebook page, Twitter and our voicemail system.

Training for staff:

The Top Shop Inc. will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. Individuals in the following positions will be trained:

Customer Service
Receptionist
Sales Associates
Managers / Supervisors
Drivers

This training will be provided to staff within one week of their start date and when changes to the plan are made. Training will include:

An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the
customer service standard.
The Top Shop’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 require the assistance of a service animal or a support person.
What to do if a person with a disability is having difficulty in accessing The Top Shop’s goods and services.

Feedback Process:

Customers who wish to provide feedback on the way The Top Shop Inc. provides goods and services to people with disabilities can provide feedback by calling 519-455-9400 or sending an email to:info@thetopshop.ca. All feedback will be directed to the Chief Operating Officer. Customers can expect to hear back within 7 business days. Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications to this or other policies:

Any policy of The Top Shop Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

References (Legal / Other):

AODA – Accessibility for Ontarians with Disabilities Act, 2005

Policy Reviewed / Revised On:

August 12, 2013

What are Customers saying?

To whom it may concern” Thank you to everyone who was involved with the installation of my quartz countertop! I was absolutely amazed at how professional, friendly, and helpful all of your staff was. Sharon, Phil, and the gentlemen who installed the countertop were a pleasure to deal with. Having done extensive renovations in my home, I can say that without a doubt “The Top Shop” is an incredible company and take the utmost pride in their work. Thank you for making one of the last experiences of my renovations pain free!! Sincerely,

Dawn Pemberton

We wanted to send the following email to you for the great help you and other members of The Top Shop have given to us. We were installing new kitchen cabinets for my sister. We visited granite suppliers in the immediate area of my sister’s house but did not get the “comfortable” feeling and attention to detail that we experienced when The Top Shop outfitted our personal kitchen a few years ago. As a result we returned to The Top Shop for help. From the time we entered the front door we felt comfortable. We were welcomed by the receptionist and escorted to the show room where the receptionist put us in direct touch with you. This was repeated on each visit that we made to your facility. You gave us the “personal” attention and consideration that we experienced previously. You helped us choose the granite slabs that would look best with the kitchen and decorative ideas that we had. Another comforting fact is that all of you in the show room work in unison so that if one is absent (day off) the other person picks up and covers. The gentleman in “the Quarry” moved many slabs for us to view and did so without any hesitation or complaints. He also added his comments when we asked for advice. Installation by your team was handled professionally and efficiently. We were contacted by phone about two hours prior to the installation team arrival noting that they were on their way and that they would be arriving within two hours. Upon arrival, one member come to the door, introduced himself and said that they were in the driveway getting the granite ready. The other members of the team came to the door, introduced themselves and laid protective coverings on the floor. During installation, the installation team each had a job to do and did it well. What was extremely nice to view was the application of the Silicone RTV. The installation team kept a lot of wipe towels available and always made sure the RTV tube was clean before setting it down. The granite counters were wiped clean and polished with cloths. All members were extremely polite and cordial with answers to questions from us and instruction to us for care of the granite. When they left, all was clean and there was no evidence of them having been there with the exception of the newly installed granite counter tops. They were extremely nice gentlemen to come into the house and were excellent representatives of The Top Shop. All we can say is , once again a job well done by The Top Shop team.

Angus, Lynda, Tim Roseborough

Hi Mike, I just wanted to thank you and each of the staff I’ve dealt with so far at The Top Shop for your help! It’s been an awesome customer experience! From you initially finding a great, reasonable solution for our quartz countertop and expediting the process to Linda’s help with billing and Darlene’s call to let me know delivery will be next week (Yay!). It’s been easy, fast and all of you have been so nice to deal with. I just love that and it’s so rare unfortunately!! I certainly hope we manage to treat our upcoming customers in our bakery as well as you have treated me. Thanks again!

Sara Saldana

David Dean: We thank you sincerely for the wonderful granite countertop you gave us along with the beautiful sink and tap, as well as a fire extinguisher, on the occasion of your 25th anniversary. We consider it an honour to receive these gifts; your generosity is truly overwhelming. As you promised this was totally cost free to us. We appreciate the co-operation of your staff, in particular Chris, to accommodate our schedule. Thanks to you we now have a beautiful new countertop we will enjoy for many years to come.

Ron & Linda Petronis

Accessibility Policy