OUR SERVICE ACCESSIBILITY POLICY

Bushtukah Inc.

Customer Service Accessibility Policy

Providing Goods and Services to People with Disabilities

Our Commitment

We strive to provide excellence in serving all customers, including people with disabilities.  We are 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 takes into account the person’s disability.

We will train employees who communicate with customers on how to interact and communicate with people with various types of disabilities.

 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.  We will offer to communicate with customers by email if telephone communication is not suitable for their needs or is not available.

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 allowed on the parts of our premises 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.  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 usually used by persons with disabilities.  This notice will include information about the reason for disruption, its anticipated duration, and a description of alternative facilities or services, if available.

This notice will be placed at all public entrances and at the point of disruption.  This notice will be provided in accessible formats as required.

Training

We will provide training to all employees, volunteers and others who deal with the public or other third parties on our behalf, 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:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 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 Bushtukah’s goods and services.
• Bushtukah’s Customer Service Accessibility Policy (this document)

Training records will be kept, including dates when the training is delivered, the number of employees to who the training was provided and their names.  Staff will also be trained when changes are made to our accessible customer service plan.

Feedback Process

Bushtukah is committed to providing excellent customer service.  We welcome and appreciate feedback, questions or concerns from our customers on all issues, including the way we provide goods and services to people with disabilities.

Feedback can be provided in person at our retail locations by speaking with the manager or supervisor on duty or by completing a feedback form.  All feedback will be directed to the Store Manager at each location.

Feedback can also be provided via email to customerservice@bushtukah.com  or by completing the AODA Customer Feedback Form. This link will provide a printable PDF copy of our Accessible Customer Service Policy.

If you choose to provide feedback by letter or telephone, the contact information is below:

Bushtukah Inc

Attn:  Customer Service

2680 Queensview Dr.

Suite 130

Ottawa, ON K2B 8J9

Toll Free: 1-888-993-9947

Bushtukah 203 Richmond Rd (Westboro):             (613) 792-1170

Bushtukah 5607 Hazeldean Rd (Stittsville):           (613) 831-3604

We will make reasonable efforts to address concerns or complaints immediately.  Customers can expect to hear back in no more than 3 days.

Availability of Accessible Customer Service Documents

We shall, upon request, give a copy of this policy to any person.  A copy of this document is available here or can be obtained at any of our retail locations.   If a person with a disability requests a copy of this policy, we will provide the policy, or the information contained within the policy, in a format which takes into account the person’s disability.

Accommodation of Employees with Disabilities

We are committed to developing individualized accommodation plans for employees with disabilities upon request. Each individual plan is developed jointly between the employee with a disability and their Manager and development is supported as needed by any required outside expertise. Plans will be reviewed regularly by  employees with disabilities and their Manager for any needed changes.

Modifications to this or other policies

Any policy of Bushtukah Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

We at Bushtukah (the "Business" "we" or "us" in this Privacy Policy), operator of the web site at www.bushtukah.com (the "Site"), understand the importance of the privacy of users of the Site, and in particular of protecting their personal information. We have therefore put in place this Privacy Policy in compliance with the Canadian Personal Information Protection and Electronic Documents Act ("PIPEDA") and Canada's Anti-Spam Legislation, in order to inform you fully of our privacy practices, and to permit you to contact us with any concerns, questions, or corrections regarding your personal information in our possession.

1. Accountability

Business has provided this privacy policy for ensuring compliance with the requirements of PIPEDA and Canada's Anti-Spam Legislation. Should you have any questions regarding this policy or concerns with respect to Business's compliance with the requirements of PIPEDA or Canada's Anti-Spam Legislation, you may contact us.

2. Identifying Purpose of Collection

We collect various personal information from you when you seek our products or services, Information collected may include your:

• - Full Name
• - Company Name
• - Address(es)
• - Telephone and Facsimile number(s)
• - Email address(es)
• - Gender

We collect this information in order to permit us to:

• - Verify your identity,
• - Permit us to contact you to provide goods and services requested by you,
• - Provide you with periodic updates regarding the Site and our products and services.

We may also use such information to build a profile of your interests as they relate to the Site or Business, so that we will be able to suggest or provide products or services of interest to you in the future.

We do not collect information which we do not reasonably require in order to fulfill these purposes.

Further, the Site automatically collects certain information every time you visit it:

a) Cookies

A cookie is a small non-executable file that is stored on your hard drive for the purpose of identifying your computer. While it is possible to view and to acquire products and services from the site with your browser's security settings set to prevent cookies from being used, your online experience may be greatly reduced.

Business uses both session cookies and permanent cookies at Site only after you have created a user account on the platform. Session cookies are active only during the period you are logged on to the Site and are removed when you leave.

Permanent cookies remain on your hard drive until you remove them through your browser's Internet security settings. Permanent cookies are used to store login information and user preferences, and thus eliminate your having to make the same entries on each visit.

b) Conversion Beacons

Business also uses Conversion Beacons (short bits of HTML computer code) inserted in the source code of designated website pages. These beacons, used with industry standard browser cookie technology and standard html coding, allow us to track analytics to the Site and email flow between you and us. Email recipients who receive a Conversion Beacon enabled email message will receive a small unique cookie that is stored in their browser session, which is later used to connect the email recipient with the subsequent recipient activity on the Site.

Consent and CEMs

When you acquire any product or service on or through the Site, or you provide any information at our request, your action constitutes consent to our collection and use of such information as permitted in this Privacy Policy and Canada's Anti-Spam Legislation.

Express consent is obtained when you explicitly toggle the opt-in check-box to agree express permission for us to send you commercial electronic messages ("CEM").

Implied consent is obtained when you have purchased our goods or services and have provided your email.

Under the compliance and enforcement of Canada's Anti-Spam Legislation, we can only send you CEMs for three years from the date you purchase our goods and services if your information was captured before July 1, 2014, and two years if your information was captured after July 1, 2014, therafter you would require to provide us express consent to continue receiving our CEMs.

All email comunications include the Business name, contact and a mechanism that allows the recipient to unsubscribe at no cost as per the requirements of Canada's Anti-Spam Legislation.

Please note that if you do not wish to receive emails from us, you may opt out automatically of such material by clicking on the unsubscribe link found in the email comunication sent to you by our Business.

You may also opt out of certain other uses of your data by contacting us.

3. Limiting Collection

Business will limit the collection of personal information to that which reasonably necessary to fulfill the purpose for which it was collected.

Research and survey data is reported back to Business as aggregated data with no reference to individual customers.

Customers who do not wish to be contacted for research or survey purposes should contact us.

4. Limiting Use, Disclosure and Retention

We will not use or disclose your personal information for purposes other than those for which it was collected without your consent or as permitted or required by law.

However, we do use the services of third parties to complete certain electronic requests such as sales, newsletter sign-ups along with any other 3rd party widgets, and your personal information may therefore be transmitted to such third parties for such purposes. If your personal data is to be transmitted to another party for processing or storage, we use contractual and other means to ensure that your personal information is protected in accordance with PIPEDA.

Your user data will be stored by Bushtukah.

Your personal information is retained only for as long as necessary to fulfill the purposes for which it was collected, unless the law requires longer retention.

5. Accuracy

In order to maintain the highest levels of accuracy regarding your personal information, to the extent possible we permit you to enter such information into our systems yourself. In some instances, however, we are required to enter such information, for instance upon speaking to you over the phone or some other type of comunication (provided by you or otherwise).

6. Safeguards

While in our possession (or the possession of any entity engaged by us to house or store it) and regardless of the format in which it is held, your personal information is protected against theft, loss and/or unauthorized access, disclosure, copying, use or modification by security safeguards appropriate to the sensitivity of the information.

Some personal information entered by you into our systems may be encrypted as it travels over the Internet. Depending on your web browser you may see a secure webpage indicator, for example a closed lock in the lower right hand corner of your browser. We may use the Secure Socket Layer (SSL) protocol to encrypt some personal information as it travels from your computer to our systems.

7. Openness

Business's privacy practices are as outlined within this policy. If you have any questions or comments, please contact us.

8. Individual Access

With certain limited exceptions as provided in the PIPEDA you have a right to access your personal information held by the Business. You may access your personal information by contacting us.

9. Challenging Compliance

If you have any concerns regarding Business's compliance with the 10 principles of the PIPEDA or Canada's Anti-Spam Legislation you may address those concerns to us. Complaints concerning Business's compliance with PIPEDA are taken seriously and all complaints are investigated.

Changes to the Privacy Policy

Business reserves the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy we will notify you on our homepage and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it.