Accessibility Standard for Customer Service

Customer Service Policy

Providing Goods and Services to People with Disabilities

The mission of Bouclair is to offer a wider variety of new collections for every room of our fashion-forward customers' homes.

In fulfilling our mission, Bouclair strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

Bouclair is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

A. Communication

We will communicate with people with disabilities in ways that take into account their disability.

We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

B. Telephone services

We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.

We will offer to communicate with customers by email, mail, and any other means available or any other service that is available if telephone communication is not suitable to their communication needs or is not available.

C. Assistive devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. 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 or services.

We are committed to welcoming people 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 staff, 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.

We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Bouclair's premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Bouclair will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

The notice will be placed at all public entrances and service counters on our premises.

Bouclair will provide training to their associates.

Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

Individuals in the following positions will be trained:

  • Sales Associates
  • Senior Sales Associates
  • Sales Coordinator
  • Assistant Store Manager
  • Store Manager

This training will be provided to new associates within their 3 first months in the company and current associates will be trained accordantly.

Training will include:
  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Bouclair'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 Bouclair's goods and services
  • Staff will also be trained when changes are made to the accessible customer service plan.

Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

The ultimate goal of Bouclair is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated. Feedback regarding the way Bouclair provides goods and services to people with disabilities can be made by:

Telephone: 1-800-Bouclair (268-2524)
Email: service@bouclair.com
Post Mail
Bouclair Customer Service
152 Alston Avenue, Pointe-Claire, Québec
H9R 6B4 Canada

All feedback will be directed to the District sales managers or to the Human resources department. Customers can expect to hear back in 72 hours.

Complaints will be addressed according to complaint categories already established in our company's complaint management procedures.

We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of Bouclair that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.