Customer service standard policy

Daniel et Daniel is committed at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We pledge 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.

Daniel et Daniel strives for excellence in serving all customers including people with disabilities. This commitment is demonstrated in the areas of:

Communication

Daniel et Daniel will communicate with people with disabilities in ways that take into account their disability. Staff who communicate with customers shall be knowledgeable on how to interact and communicate with people with various types of disabilities.

Telephone Services

Daniel et Daniel is committed to providing fully accessible telephone service to our customers. Staff who communicate with customers over the telephone shall be articulate, use plain language and speak slowly.

Assistive Devices

Daniel et Daniel is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We shall ensure that our staffs are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Billing

Daniel et Daniel shall answer any questions customers may have about the content of the invoice in person, by telephone or email. We are committed to providing accessible invoices to all of our customers. Invoices will be provided in alternative format upon request.

Use of Service Animals and Support Persons

Daniel et Daniel welcomes people with disabilities who are accompanied by a service animal or a support person on the parts of our premises that are open to the public and other third parties. Our staff, volunteers and others dealing with the public shall be respectfully when interacting with people with disabilities who are accompanied by a service animal or a support person. At no time shall a person with a disability who is accompanied by a support person or service animal be prevented from having access to his or her support person while on our premises.

Notice of Temporary Disruption of Service

Daniel et Daniel shall 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.