Accessibility Standard
for Customer Service Policy


The purpose of the Accessibility Standard for Customer Service Policy is to affirm Turkstra Lumber’s commitment to providing goods and services to persons with disabilities in a way that respects their dignity, independence, and rights of equal opportunity and access. Our priority is to ensure that each shopping experience is accessible to all customers.


The scope of this policy covers all Turkstra Lumber locations and applies to the provision of goods and services at these locations. This policy applies to employees who deal with the public on behalf of Turkstra Lumber and applies to any place where Turkstra Lumber employees are working on behalf of the company.

Turkstra Lumber believes wherever possible, persons with disabilities should benefit from our goods and services in the same place and in the same manner as any other customer.

Our pledge is to make every reasonable effort to ensure that our policies, practices and procedures that impact the delivery of goods and services to the public or to other third parties, are aligned with the following core principles defined below:

    • Dignity – Persons with disabilities must be treated as valued customers as deserving of service as any other customer
    • Independence – Goods and services must be provided in a way that respects the independence of persons with disabilities. To this end, Turkstra Lumber will always be willing to assist a person with a disability but will not do so without the expressed permission of the person
    • Integration – Wherever possible, persons with disabilities should benefit from Turkstra Lumber’s goods and services as any other customer. In circumstances where integration does not service 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 in keeping with the core principles
    • Equal opportunity – Persons with disabilities should be given an opportunity equal to that given to others to obtain, use and benefit from our goods and services

Responsibilities and Review Process

A member of the Human Resources department will:

    • Review this policy on an annual basis and revise where necessary
    • Provide customers and interested parties with a copy of this policy upon request
    • Make this policy available in alternate formats upon request
    • Ensure all employees who have direct interaction with the public are appropriately trained to meet Accessible Customer Service Standard
    • Ensure that notice is provided for any disruption of service
    • Collect, follow up and keep accurate records on reported incidents, including actions taken
    • All employees, who have direct interaction with the public, will be required to:
    • Take and complete training and testing of their knowledge as set out in our accessibility training module and complete retraining as necessary
    • Employ the skills and knowledge presented in the training program to ensure consistent level of customer service
    • Inform management of any issues regarding accessibility, including disruptions of service that could affect customer access to our premises
    • Adhere to the Accessible Standards for Customer Service policy at all times


As defined in the Accessibility for Ontarians with Disabilities Act (AODA), 2005 and/or the related Ontario Regulation 429/07, Customer Service Standard:

Accessibility refers to how easily a product, service, environment or facility can be used by all people within the widest range of abilities.

Accessible formats means formats that are an alternative to standard print and are accessible to persons with disabilities. Accessible formats may include, but not limited to, large print, braille, recorded audio and electronic formats.

Accommodation means an arrangement made with, or assistance provided to persons with disabilities, to ensure their equal access to Turkstra Lumber goods and services, employment and company hosted events. Accommodation will vary depending on the person’s unique needs.

Barrier is anything that keeps someone with a disability from fully participating in all aspects of society because of their disability, including a physical barrier, an architectural or structural barrier, an information or communication barrier, an attitudinal barrier, a technological barrier, a policy or practice (systemic) barrier.

Communication means the interaction between two or more persons where information is provided, sent or received.

Information means data, facts and knowledge that exists in any format, including text, audio, digital or images.

Communication supports means support that facilitate effective communication, and may include plain language formats, sign language and captioning.

Persons with disabilities refers to any person with a disability as defined under Canadian Human Rights legislation. By example; any degree of physical, mental, emotional, developmental or learning impairment, and includes temporary and permanent disabilities, visible and invisible disabilities.

Disability is

a) Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device.

b) A condition of mental impairment or a developmental disability

c) A learning disability or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language

d) A mental disorder

e) An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Assistive Device is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of a person with disabilities. Personal assistive devices are usually devices that customers bring with them that might assist in hearing, seeing, communicating, moving, breathing, remembering or speaking.

Support person is a person who accompanies a person with a disability to help with communication, mobility, personal care or medical needs or with access to goods and services.

Service animal refers to an animal that is used by a person with a disability, except where excluded by law, where it is readily apparent that the animal is used for reasons relating to the disability or where the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Mobility Aid means a device used to facilitate the transport, in a seated posture, of a person with a disability.

Mobility Assistive Device means a cane, walker or similar aid.

Providing Goods and Services

Assistive Devices

Persons with disabilities are permitted to use their own assistive devices to obtain, use or benefit from Turkstra Lumber’s goods and services. It is the responsibility of the person to ensure that the device used is operated in a safe and controlled manner at all times.

Service Animals

Turkstra Lumber employees welcome persons accompanied by a service animal to enter Turkstra Lumber premises with their animal. Service animals will be given the same access to our branch/retail operations and similar access to our yards, however staff will accompany the customer with the service animal into the yard to ensure safety from customer vehicles, delivery trucks and forklifts. It is the responsibility of the owner to maintain care and control of the animal at all times.

Support Persons

Where a person is accompanied by a support person, Turkstra Lumber employees will work with both individuals (the person with a disability and the support person) to ensure equal access to goods and services.

Notice of Temporary Disruption of Service

In the event of service disruption Turkstra Lumber will provide notice to the public of any disruptions to facilities or services usually used by persons with disabilities, including information about the expected length of the disruption and a description of any alternative facilities and/or services that are available.

The notice of disruption will be posted at the entrance of the appropriate branch/retail location and recorded on Turkstra Lumber voice mails and website when required.

Training for Staff and Appropriate Volunteers

All Turkstra Lumber employees receive training and are tested on their knowledge. This training is provided to staff on their first day at Turkstra Lumber’s New Hire Orientation and associated Health and Safety Training. Training will continue on an ongoing basis in connection with changes to policies, procedures and practices.

Training includes:

A review of the purpose of the AODA and requirements of the Regulation

How to interact and communicate with people with disabilities

How to interact with people with disabilities who use an assistive device, a service dog and/or a support person

How to use equipment or devices available on Turkstra Lumber LP premises

What to do if a person with a type of disability is having difficulty accessing Turkstra Lumber LP goods and services

Turkstra Lumber LP policies, procedures and practices

Training will consist of electronic and written materials and content. Records will be kept confirming the name of the individual staff trained what was included and the date training is completed.

Feedback Process

Turkstra Lumber welcomes feedback about how it provides goods or services to persons with disabilities. Members of the public may provide feedback in the manner deemed most convenient to them as follows:

In person at any store location

By phone to our Human Resources Department at 905.388.8222

By fax to 905.388.9891

In writing to the attention of our Human Resources Department at 1050 Upper Wellington St. Hamilton, ON. L9A 3S6

By email to the attention of our Human Resources Department:

Turkstra Lumber will acknowledge all feedback received and advise the person providing feedback of any actions taken by Turkstra Lumber in response to the feedback.

Documentation to Be Made Available

Turkstra Lumber shall notify customers that documents related to the AODA and Regulation are available upon request and in a format that takes into account the person’s disabilities. Turkstra Lumber’s AODA policy and associated documents will also be made available on the company website.

Peter Turkstra, C.E.O.

Revision Date: January 2017

Last Rev. Date:January 2014

Created Date: January 2014