Accessible Customer Service
Our Commitment
Niagara River Trading Company (NRTC) always strives to provide its goods, services and opportunities in a way that respects the dignity and independence of persons with disabilities. We are committed to giving persons with disabilities the same opportunity to benefit from the same services and opportunities, in the same place and in a similar way as others. Our facilities are not open to the public. We indirectly supply our product to the public through the wholesale distribution chain. However, our wholesale customers and suppliers are welcome to visit us on an appointment-only basis. If you wish to book an appointment, please contact us by emailing: customerservice@nrtc.ca. When accessing our offices and warehouse facilities for purposes of health and safety, all visitors must check in at our reception office and be escorted by a member of our staff while accessing those parts of our premises that are open to visitors.
Assistive Devices
We will train and familiarize our staff with the various assistive devices that customers/visitors with disabilities may use while accessing our goods and services.
Communication
We communicate with persons with disabilities in ways that take into account their disability. We train staff on how to interact and communicate with persons with disabilities. Upon request, NRTC shall provide or arrange for the provision of accessible formats and communication supports for persons with disabilities, which considers the person’s accessibility needs, based on consultation and is provided at a cost that is no more than the regular cost charged to other persons.
Billing
We are committed to providing accessible invoices to all our customers. Invoices will be provided in alternative format upon request. We will answer any questions customers may have about the content of the invoice in person, by telephone or email.
Service Animals
We are committed to welcoming persons with disabilities, who are accompanied by a service animal, to parts of our premises that are open to customers.Â
Support Persons
We are committed to welcoming persons 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 Niagara River Trading Company’s premises or offsite event venues 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 or premises operated by Niagara River Trading Company for event purposes.Â
Training for Staff
NRTC will provide training to employees, volunteers, and others who deal with the public or other third parties on our behalf which will include:
An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard
NRTC's Customer Service Plan
How to interact and communicate with persons with various types of disabilities
How to interact with persons with disabilities who use assistive devices or require the assistance of a service animal or support person
Facilities
We are committed to ensuring that our premises and related services are welcoming and accessible to persons with disabilities. As appropriate, we are willing to provide necessary alterations to our facilities to accommodate persons with disabilities.Â
Notice of Temporary Disruption
Niagara River Trading Company will provide notice in the event of a planned or unexpected disruption in the facilities or services usually 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.Â
Modifications to This or Other Policies
All Niagara River Trading Company’s policies and procedures will be developed or updated so as to respect and promote the dignity and independence of persons with disabilities.Â
Feedback Process
The ultimate goal of Niagara River Trading Company is to meet and exceed expectations of persons with disabilities. Comments regarding how well those expectations are being met are welcomed and appreciated. For more information, please view our Feedback Process section at the bottom of the accessibility page.