Excalibur’s Accessible Customer Service Policy

Excalibur Crossbow Canada Inc., (“Excalibur”) is committed to identifying and removing barriers to the provision of accessible customer service.

UNDERLYING PRINCIPLES:
Our provision of accessible customer service is guided by the following principles:

Dignity – we will provide service in a way that is respectful to the person with a disability and does not belittle them

Independence – in providing service we will be guided by our customer’s wishes and will let them tell us whether they want help and if so, what type of help they want from us

Integration – the level of service, the place where it is provided and the way that we provide service to customers with a disability will be as similar as possible to that provided to other customers, differing only to the extent necessary to make the service accessible

Equal Opportunity – we will provide service to customers with a disability in a way that provides opportunity to access our product, our services and our facilities that is equal to the access given to others

COMMUNICATION:
We will communicate with customers with disabilities in a way that takes into account their disability, and will collaborate with the customer to determine the method of communication that works best for them.

Service Animals, Support Persons and Assistive Technology:
Service animals are welcome in the public areas of the Excalibur facility.
Support persons accompanying a customer with a disability are welcome and personal assistive technologies may be used in our facility.

Notice of Planned or Unplanned Disruption in Services:
In the event of a planned or unplanned disruption in services usually provided to customers with disabilities Excalibur will provide notice of the disruption to customers. The method of providing notice will be appropriate to the circumstances and the notice will include details of the disruption, the reason for the disruption, its anticipated duration, and a description of any alternative services that are available.

TRAINING:
Excalibur provides training to employees and others who provide services on behalf of Excalibur. Our training includes a review of the purpose of the Accessibility for Ontarians with Disabilities Act and its Customer Service Standard, as well our policy and practices for Accessible Customer Service. Training includes how to interact and communicate with people with various types of disabilities, and how to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person, and includes what to do if a person with a particular type of disability is having difficulty assessing the goods or services of Excalibur.

FEEDBACK:
We welcome feedback on the accessibility of our customer service. Customers can provide feedback through the Contact Us section of our website, or by contacting the Communication Manager by phone or email, and will receive a response within 6 business days.

Availability and Format of Documents (Alternate Formats):
A copy of our policy is available upon request, and we will provide the requested policy in a format that takes the person’s disability into account.

If you have questions or require additional information, please contact:

Jane Buckrell, Human Resources Manager
Excalibur Crossbow Canada Inc.
2335 Shirley Drive
Kitchener, ON N2B 3X4
(519) 743-6890 ext 202

ACCESSIBLE EMPLOYMENT
Excalibur has implemented recruitment, hiring and employment processes in compliance with the AODA’s Accessible Employment Standard. We welcome applications from candidates with disabilities and accommodation will be provided in the recruitment process.

EXCALIBUR’S ACCESSIBILITY PLAN
Excalibur Crossbow Canada Inc. (Excalibur) has developed a multi-year Accessibility Plan outlining the steps Excalibur is taking to meet the requirements of the Accessibility for Ontarians with Disabilities Act (AODA). A copy of our Accessibility Plan is available upon request.