1. Our Mission
APG creates connections between brands and their target audience through our process of listening, innovating & delivering. We do this through a culture rooted in empathy and superior customer service.
2. Our Commitment
In fulfilling our mission, APG is committed to providing its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed 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.
3. Providing Goods and Services to People with Disabilities
APG is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:
We will communicate with people with disabilities in ways that take into account their disability.
We will train associates who communicate with customers on how to interact and communicate with people with various types of disabilities.
3.2 Telephone Services
We are committed to providing fully accessible telephone service to our customers. We will train associates to communicate with customers over the telephone in plain language and to speak clearly.
We will offer to communicate with customers by e-mail if telephone communication is not suitable to their communication needs or is not available.
3.3 Assistive Devices
Persons with disabilities may use assistive devices as required in accessing goods and/or services at APG. We will ensure that our associates are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and services.
We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in alternative formats upon request.
We will answer any questions customers may have about the content of the invoice in person, by telephone or e-mail.
4. Use of Service Animals and Support Persons
4.1 Service Animals
We are committed to welcoming people with disabilities who are accompanied by a service animal on parts of our premises that are open to the public and other third parties. While visiting APG, it is the responsibility of the person with a service animal to maintain control and care of the animal at all times.
If it is not readily apparent that the animal is being used for reasons relating to their disability, APG may request verification.
4.2 Support Person
APG is committed to welcome people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter APG’s premises with their support person and at no time be prevented from having access to his or her support person will on our premises.
5. Notice of Temporary Disruption
APG will make reasonable effort to provide customers with notice in the event of a 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. We will not be able to give adequate notice in case of an emergency temporary disruption. This notice will be posted at the entrance and the service counter of the affected location.
6. Training for Associates
APG will provide training to all associates to whom this policy applies to as required by the Accessibility Standards for Customer Service. This training will be provided to associates as part of orientation training for new hires and on a continuing basis as required.
The amount, timing and format of training will depend on the person's interaction with customers. A record of training received by associates will be kept at the APG Head Office in Vaughan.
Training will include:
7. Feedback Process
The ultimate goal of APG is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcomed and appreciated.
Feedback regarding the way APG provides goods and services to people with disabilities can be either faxed, mailed or e-mail directly to the Golf Town Store Support Centre. All feedback will be directed to the Executive Vice President of Human Resources. Complaints will be addressed according to guidelines already established in our company’s complaint / compliments procedures.
Accolade Promotion Group (APG),
8. Modifications to this or Other Policies
APG is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.
Any policy of APG that does not respect and promote the dignity and independence of people with disabilities will be reviewed and modified.
9. Questions About this Policy
The purpose of this policy is to provide a framework through which APG can achieve service excellence for people with disabilities. If anyone has questions about this policy, please contact:
Accolade Promotion Group (APG),
A copy of this policy is available upon request. If you are interested in knowing more about our guiding principles and related documents this policy is compliant with please see the following: