Our mission
The mission of the LCBO: “We
are a socially responsible, performance-driven, innovative and profitable
retailer, engaging our customers in a discovery experience of the world of
beverage alcohol.”
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Our commitment
In fulfilling our
mission, the LCBO 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.
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Providing goods and service to people with disabilities
LCBO 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:
3.1 Our mission
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.
3.2 Telephone services
We are committed to providing fully accessible telephone service to our
customers. We will train our Contact Center Staff to communicate with
customers over the telephone in clear and plain language and to speak
clearly.
We will offer to communicate with customers by TTY (TeleTypewriter) if
telephone communication is not suitable to their communication needs or is
not available.
3.3 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.
3.4 Billing
We
are committed to providing accessible invoices to all of our customers. For
this reason, invoices will be provided in the formats upon request: For
example, hard copy, large print, e-mail, etc.
We will answer any questions customers may have about the content of the
invoice in person, by telephone or email.
3.5 Engaging Customer Service
The LCBO is committed to ensure our core values continue to guide us in
every undertaking, both as individuals and as an organization. They help
guide and support us in providing the strong base on which we build success.
Through our core value Engaging Customer Service we will ensure:
Customer Service Representatives will build relationships with all customers and will
offer any customers shopping baskets/carts and carry outs as required and within
reason.
Customer Service Representatives will assist customers with high / low shelf product
placement, access to products and services as required.
Store Employees will assist and/or allow customers the use of the telephone for
transportation needs. (e.g. taxi requests)
Customer Service Representatives ensure that the handicapped ramp and
designated parking is accessible and free of snow and debris.
The store will maintain wet carpets/floors to ensure that accessibility is not impeded.
Maintain and control obstructions and document as required. (Using the wet/dry
vacuum, floor cleaner, mop)
Monitors will be adjusted for easy viewing by customers as requested. All stores will
ensure that continuous maintenance is performed including quality and full screen
displays are functional.
Customer Service Representatives will offer any customers the use of chairs when
needed or requested.
Not only will we maintain Engaging Customer Service, we will ensure that
we continually act in a Socially Responsible manner, with integrity and
respect ensuring that we treat people with disabilities with dignity,
independence, integration and equality of opportunity. The LCBO will conduct
our business with honesty and integrity while striving for excellence in
everything we do.
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Use of service animals and support persons
We are committed to welcoming people with disabilities who are accompanied by a
service animal in the areas of our premises that are open to the public and
other third parties unless otherwise prohibited by law. We will also ensure that
all staff 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 LCBO’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.
Special Events
Upon registration of any special events, customers need to provide notice and/or provide
documentation that they require a guide dog or service animal.
If a person with a disability is accompanied by a support person, the LCBO will ensure
that the individual is accommodated at the event. If the “support person” will be utilizing
services, the regular fee will apply. If the “support person” is assisting the individual,
there will be no fee to attend.
Standard Cost will be published on the event calendar and all registration forms
for all special events.
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Notice of temporary disruption
LCBO 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.
If the disruption is long-term, the LCBO will post an announcement on the organization
website to inform all customers of the location, duration of the disruption and alternate
solutions. The LCBO will also update the Store Name and Address (STNA) database to
reflect the change which is automatically updated on the LCBO.com website.
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Training for staff
LCBO will ensure training to all employees who deal with the public or other third parties
on their behalf, and all those who are involved in the development and approvals of
customer service policies, practices and procedures. We will ensure training for all
employees and that training has been provided to all others providing service to our
customers.
This training will be provided in the Employee Orientation package that staff receive
when hired.
Training will include the following:
The purposes of the Accessibility for Ontarians with Disabilities Act,
2005 and the requirements of 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
Familiarize employees with personal assistive devices and train employees
on how to use devices on premise, such as automatic doors, TTY, etc., that may
help with the provision of goods or services to people with disabilities
What to do if a person with a disability is having difficulty in
accessing LCBO’s goods and services
LCBO’s policies, practices and procedures relating to the customer
service standard.
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.
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Feedback process
The ultimate goal of the
LCBO 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 welcomed and appreciated. Feedback regarding the way LCBO provides
goods and services to people with disabilities can be made by contacting:
Information Line – 1-800-ONT-LCBO
Mail: Attention: Customer Service
1 Yonge St,
22nd Floor, Suite 2208
Toronto
Ontario
M5E 1E5
TTY number – 1-800-361-3291
Customers can expect to hear back from the LCBO within five business days.
Complaints will be addressed according to complaint categories already
established in our company’s complaint management procedures.
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Modifications to this or other policies
We are committed to developing and updating 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.
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Questions about this policy
This policy
exists to achieve service excellence to customers with disabilities. If anyone
has a question about the policy, or if the purpose of a policy is not
understood, an explanation should be provided by, or referred to the Information
Line – 1-800-ONTLCBO (1-800-668-5220).
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