Accessible Customer Service Sales Information

For your convenience our sales representatives will meet with you at your home or construction site, with samples and suggestions. We havebrochures and DVD's, which show a multitude of stair designs from which to choose.

When visiting our factory showroom in Mt Brydges, there is a large parking area where you are able to park right at the front door ramp. Our 2nd floor showroom is not wheelchair accessible, however with prior notice, we are able to bring down displays from our showroom for viewing.

Our foyer with an adjoining private sales office is spacious and can accommodate large or small groups, including service animals and support persons. We also have a wheel chair accessible washroom just off the foyer.

If you need any other information about our facility or the services we provide; please email us at info@roes-stairs.com. We also invite you to give us feedback on our accessible customer service via email, or telephone, or in writing.

For a downloadable copy of our accessible customer service sales info please click here.


Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities
Roes Stair Company Inc is committed to excellence in serving all customers including people with disabilities.

Assistive devices
We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.

Communication
We will communicate with people with disabilities in ways that take into account their disability.

Service animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

Support persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities the front door access, Roes Stairs Company Inc will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

Training
Roes Stair Company Inc will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf.

Individuals in the following positions will be trained:

Sales representatives, and office staff.
This training will be provided to staff on the first day of hiring.

Training will include:
• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
• Roes Stairs Company’s plan related to 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
• How to use the front door ramp.
• What to do if a person with a disability is having difficulty in accessing Roes Stair
Company’s goods and services.
Staff will also be trained when changes are made to the plan.

Feedback process
Customers who wish to provide feedback on the way Roes Stair Company provides goods and services to people with disabilities can email, telephone or write a letter. All feedback, including complaints, will be answered by the Office Manager. Customers can expect to hear back in 14 days.

Modifications to this or other policies
Any policy of Roes Stair Company Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

For a downloadable copy of our accessible customer service plan please click here.