Accessibility Customer Service Policy

Bilembo Shoes (Bilembo Handmade) is dedicated to providing our goods and services in a manner that respects the dignity and independence of people with disabilities. We are committed to ensuring that people with disabilities have equal access to our goods and services and can benefit from them in the same place and in a similar way as other customers.

PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES

  • Assistive Devices
    We are committed to serving individuals who need assistive devices to obtain, use, or benefit from our goods and services.
  • Communication
    We will communicate with people with disabilities in ways that consider their individual needs and adapt our approach to meet their requirements, while maintaining our customer service standards.
  • Notice of Temporary Disruption
    In the event of a planned or unexpected disruption to services or facilities usually used by people with disabilities, we will notify customers promptly. This notice will include the reason for the disruption, its expected duration, and a description of alternative facilities or services, if available. Notices will be posted at the affected location and/or on our website.


TRAINING AND RECORDS

  • Training Contents
    We will provide training to employees who interact with the public or are involved in developing and approving customer service policies. Training will be provided within the first week of hiring and will include:
    • An overview of the Accessibility for Ontarians with Disabilities Act (AODA) and related customer service standards
    • How to interact and communicate with people with various types of disabilities
    • How to assist people with disabilities who use assistive devices or require the help of a service animal or support person
    • What to do if a person with a disability is having difficulty accessing our goods and services


FEEDBACK PROCEDURE

We welcome and appreciate feedback on our accessibility policy and its implementation. Feedback can be provided through:

  • E-mail: info@bilembo-handmade.com
  • Online: Customer Service
  • In writing:
    Bilembo Shoes Inc.
    Att: Bilembo Customer Care
    PO Box 96510
    Quebec J9J 2A2, Canada

We will respond to feedback within 10 business days, either from the Store Manager or a member of the corporate team. We are committed to making our feedback process accessible by providing or arranging accessible formats and communication supports upon request.



STATEMENT OF ORGANIZATIONAL COMMITMENT

Bilembo Shoes Inc. (Bilembo Handmade) is committed to ensuring equal access and participation for people with disabilities. We strive to treat people with disabilities in a way that respects their dignity and independence and are committed to meeting their needs in a timely manner by removing and preventing barriers to accessibility.

We understand that our obligations under the AODA and accessibility standards do not replace or limit our obligations under the Ontario Human Rights Code or any other law related to people with disabilities.