Lowe's Accessibility Policy
We respect the dignity and independence of our customers and are committed to ensuring that our shopping experience is integrated and accessible to all of our customers. Active steps have been taken to reasonably accommodate the needs of customers with disabilities by offering services and facilities that provide equal opportunities for participation.
At Lowe's, anticipating the special requirements of shoppers visiting our stores and offering assistance wherever possible is an ongoing priority.
The Policy applies to all persons who, on behalf of Lowe's, deal with members of the public or other third parties. This includes our employees, 3rd party vendors, and contractors.
ii. Core Principles Of The Policy
We endeavour to ensure that the Policy and related practices and procedures are consistent with the following four (4) core principles:
- Dignity - Persons with a disability must be treated as valued customers as deserving of service as any other customer.
- Equality of Opportunity - Persons with a disability should be given an opportunity equal to that given to others to obtain, use and benefit from our goods and services.
- Integration - Wherever possible, persons with a disability should benefit from our goods and services in the same place and in the same or similar manner as any other customer. In circumstances where integration does not serve the needs of the person with a disability, goods and services will, to the extent possible, be provided in another way that takes into account the person's individual needs.
- Independence - Goods and services must be provided in a way that respects the independence of persons with a disability. To this end, we will always be willing to assist a person with a disability but will not do so without the express permission of the person.
We at Lowe's are committed to providing a barrier-free environment for our customers through the methods described below.
Our communications, from initial greeting through the sales process and follow up, will demonstrate our commitment to serving all customers including those with disabilities in ways that take into account their disability.
- Assistive Devices
Our customers are welcome to use their own personal assistive devices to access our merchandise and services in addition to the assistive devices we provide such as call buttons, wheelchairs and motorized scooters.
- Service Animals and Support Persons
Support persons and guide dogs or other service animals are welcome to accompany our customers with disabilities while shopping in our stores. Wherever service animals are prohibited by law, we will provide personal assistance during the store visit.
- Interruption of Services
If we are temporarily unable to offer any special facilities or services that assist customers with disabilities, we will immediately provide notice of this interruption and the anticipated time when these services will be resumed in addition to alternate facilities or services, if available.
Our entire staff receives ongoing and documented training in order to properly communicate with and provide assistance to people with various disabilities. This training will be provided to staff within 30 days after their date of hire and annually thereafter. The training includes:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
- Information about Lowe's policies, procedures, and guidelines pertaining to the provision of goods and services to all of our customers including those with disabilities;
- How to interact and communicate with persons with various types of disabilities;
- What to do if a person with a disability is having difficulty in accessing services or goods;
- How to interact with persons with disabilities who use assistive devices or require the assistance of a service animal or a support person;
- How to use the equipment or devices available at Lowe's stores that may help with the provision of Lowe's goods and services to persons with disabilities.
- Any party who deals with members of the public or other third parties on behalf of Lowe's will be required to certify in writing that it has received, and will continue to receive, the training required by the customer service standard.
- Alternative Documentation Formats
Lowe's will provide this policy and related documents, upon request, to a person with a disability in a format that takes the person's disability into account.
iv. Customer Feedback
Customers who wish to provide feedback on the way Lowe's provides goods and services to people with disabilities are encouraged to participate in our feedback process. In addition to sharing your comments in person, you may also contact us by:
Customer Satisfaction Survey: www.lowes.ca/survey
Telephone: 416 730 7300
Mail: Lowe's Companies Canada, ULC 5160 Yonge St. Ste 200, POB 25, Toronto, On. M2N6L9.
Attn. Accessibility Committee
All feedback will be directed to Lowe's Canada Accessibility Committee.
Complaints will be addressed according to our organization's regular complaint management procedures. Customers can expect to hear back within 1 — 3 business days.
v. Documentation To Be Made Available
This Policy and related documents shall be made available to any member of the public upon request.
Notification of this policy and related documents shall be posted on and at a conspicuous place at each premise to which this Policy applies.