Customer Service Accessibility Policy

February 26, 2023

Providing Goods and Services to People with Disabilities

Our Commitment
Crate’s Lake Country Boats Inc. (Crate’s) is committed to eliminating barriers and improving accessibility for persons with disabilities and to providing goods and services in a way that respects the dignity and independence of people with disabilities. People with disabilities will be given the same opportunity to access and benefit from our goods and services, in the same place and in a similar way as other customers.

Our Commitment
Crate’s Lake Country Boats Inc. (Crate’s) is committed to eliminating barriers and improving accessibility for persons with disabilities and to providing goods and services in a way that respects the dignity and independence of people with disabilities. People with disabilities will be given the same opportunity to access and benefit from our goods and services, in the same place and in a similar way as other customers.

Communication
When communicating with a person who has a disability, we will communicate in a manner that is considerate of the person’s disability. We will train employees who communicate with customers on how to interact and communicate effectively with people with various types of disabilities including providing or arranging for accessible formats and communication supports, on request.

Telephone Services
We are committed to providing fully accessible telephone services to our customers. We will train employees to communicate with customers over the telephone in clear and plain language.

Assistive Devices
We are committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our employees are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Service Animals
We welcome persons with disabilities who are accompanied by service animals. Service animals are welcomed in all areas of our business that are open to the public. We will ensure that all employees are properly trained on how to interact with people with disabilities who are accompanied by a service animal.

Support Persons
Any person with a disability who is accompanied by a support person will be allowed to enter our premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Notice of Temporary Disruption in Service
We will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services normally used by persons 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.

This notice will be placed on Crate’s website – www.cratesboats.com/accessibility and at public entrances to Crate’s offices. This notice will be provided in accessible formats as required.

Training
We will provide training to all employees who deal with the public or other third parties on behalf of Crate’s, and to all individuals who are involved in the development and approval of the customer service policies, practices and procedures.

Training must be completed during the employee orientation process.

Training will include:

• A review of the applicable accessibility legislation and the requirements of 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 support person.
• What to do if a person with a disability is having difficulty in accessing our goods and services.
• Crate’s policies, practices and procedures governing the provision of goods or services to people with disabilities.

Training records will be kept, including the dates when the training is delivered, the number of employees to whom the training was provided and their names.

Feedback Process
The goal of Crate’s is to exceed customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated. Customers can provide feedback in the format most convenient for them, including by speaking directly with a manager in person, or by contacting a manager via email, phone or letter. All feedback with be reviewed by the General Manager and we will make all reasonable efforts to address concerns or complaints promptly.

Notices of Temporary Disruption in Service

In the event of a planned or unexpected disruption in the facilities or services normally used by persons with disabilities, the details will be posted here. Notices will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. This information will also be shared online through Crate’s social media accounts and Google Business profile page.

Customer Feedback

Customer feedback and complaints can be submitted in-person, by telephone, email, or letter according to our Customer Service Accessibility Policy. Alternatively, any person who has a concern about our accessibility policies or practices can submit a feedback form here describing their concern. All customer feedback will be reviewed by the General Manager and we will strive to respond within 2 business days.