Accessible Customer Service Policy Statement


The Salvation Army strives at all times to provide its goods and services in way that respects the dignity and independence of all people including those with disabilities.

The Salvation Army will:

  • Consider a person’s disability when communicating with them
  • Allow assistive devices such as wheelchairs, walkers and oxygen tanks
  • Allow service animals
  • Welcome support persons
  • Let customers know when accessible services aren’t available
  • Invite customers to provide feedback

Copies of the Accessible Customer Service Policy are available in alternate formats, upon request. To request an alternate format please contact us by email or

Mailing Address
The Salvation Army
Territorial Headquarters for Canada and Bermuda
2 Overlea Boulevard
Toronto, Ontario M4H 1P4

Phone Number
1-800-725-2769

Training
To support the goals of Ontario’s Accessibility for Ontarians with Disabilities Act (AODA), 2005, The Salvation Army must ensure that all Officers, Employees, Volunteers and all third party personnel including contractors and those participating in developing Salvation Army policies, practices or procedures on the provision of goods and services receive training on accessible customer service.

All Salvation Army personnel must complete training that meets the requirements of Accessible Customer Service regulation and includes:

  • An overview of the AODA
  • Understanding the requirements of the Regulation
  • How to interact and communicate with persons with various types of disabilities
  • How to interact with persons who use an assistive device or require the assistance of a guide dog or other service animal or the assistance of a support person
  • How to use equipment or devices available on the provider’s premises otherwise provided by the provider to people with disabilities to access goods and services
  • What to do if a person with a particular type of disability is having difficulty accessing Salvation Army goods or services.

Access an e-learning course:

The training requirements can be fulfilled by completing the e-Learning course “Serve-ability: Transforming Ontario’s Customers Service”, which can be found on the Ministry of Community and Social Service’s website:
http://www.mcss.gov.on.ca/mcss/serve-ability/splash.html

For more information:

How to comply with the Accessible Customer Service Standard at: www.accessON.ca/compliance

Requirements of the Accessibility Standards for Customer Service (Ontario Regulation 429/07):
www.e-laws.gov.on.ca/html/source/regs/english/2007/elaws_src_regs_r07429_e.htm

Resources
Emergency Preparedness Guide for People with Disabilities/special needs:
http://www.getprepared.gc.ca/cnt/rsrcs/pblctns/pplwthdsblts/pplwthdsblts-eng.pdf

Videos, Stories and Tips
http://www.mcss.gov.on.ca/en/mcss/programs/accessibility/understanding_accessibility/videos_stories_tips.aspx

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