Accessible Customer Service

Accessible Customer Service Policy

Overview

Customers with physical or mental disabilities deserve the same high level of service given to any other customer. At Nikon Canada Inc. (“Nikon”), we believe this is simply common courtesy as well as good customer service.
All goods and services provided by Nikon shall follow the principles of dignity, independence, integration, equal opportunity, and Corporate Social Responsibility.

Assistive Devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. Although Nikon does not provide assistive devices in our facilities, persons with disabilities may use their own assistive devices as needed when accessing goods or services provided by Nikon.

Communication

We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

Service Animals

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

Support Persons

We are committed to welcoming 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 Nikon 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 premise

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Nikon 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.

When disruptions occur Nikon will provide notice by:

• Posting notices in conspicuous places including at the point of the disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the Nikon website
• Contacting customers with appointments;
• By any other method that may be reasonable under the circumstances.

Training for Staff

Nikon will provide training to employees who deal with the public.

Training will also be provided to those who are involved in the development and approval of customer service policies, practices and procedures.

Training will be provided as soon as practicable and will be included in new hire orientation. Revised training will be provided in the event of changes to legislation, or changes to Nikon procedures and/or practices related to customers with disabilities.

Nikon will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• Nikon’s accessible customer service plan.
• 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
• What to do if a person with a disability is having difficulty in accessing Nikon’s goods and services
• Staff will also be trained when changes are made to our accessible customer service plan.

Feedback

The ultimate goal of Nikon 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 welcome and appreciated. Customers who wish to provide feedback on the way Nikon provides goods and services to people with disabilities can contact Human Resources via phone, email or letter.

Customers can expect to hear back in or around 5 business days. Complaints will be addressed according to our organization’s regular complaint management procedures.

Modification to this Policy

Nikon 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 Nikon that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Questions About this Policy

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to, Human Resources as indicated above.

Notice of Availability and Format of Documents

Nikon shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer’s disability.