Accessibility Customer Service Policy

Nova Led Lighting believes that everyone should be treated fairly, with dignity and respect, and valued for their differences which contribute to a healthy and diverse culture. Our values are fundamental to the way we do business and we will continue to develop and incorporate accessibility into our daily activities and future growth plans.

In compliance with the Accessibility for Ontarians with Disabilities Act (AODA), Nova Led Lighting Ltd. wishes to make available our Accessible Customer Service Policy.

Nova Led Lighting’s Commitment to Accessibility
Nova Led Lighting is committed to digital accessibility, and to conforming to the Web Content Accessibility Guidelines (WCAG) 2.0, Level A and AA and complying with the Accessibility for Ontarians with Disabilities Act (AODA) effective communication requirements, and other applicable regulations.

To accomplish this, we have partnered with eSSENTIAL Accessibility to administer our accessibility program and oversee its governance. Their accessibility program evaluates our digital products on an ongoing basis in accordance with best practices and is supported by a diverse team of accessibility professionals, including users of assistive technologies. The platform, moreover, goes beyond minimum compliance requirements by making an assistive CX technology application available to customers who have trouble typing, gesturing, moving a mouse, or reading. The application is free to download and it incorporates tools such as mouse and keyboard replacements, voice recognition, speech enablement, hands-free/touch-free navigation, and more.

We want to hear from you if you encounter any accessibility barriers on our digital properties. Please contact our Customer Support by calling 1-613-412-9377 or by completing this form.

Assistive Devices
As part of our company’s commitment to enhancing accessibility, we are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our Team Members are available and familiar with assistive devices that may be used by customers while accessing our goods or services.

Communications
We will communicate with people with disabilities in ways that take into account their disability.

Use of Animals and Support Persons
Service Animals
Customers with disabilities are welcome to bring in their service animal with them. When a customer enters our location, every effort will be made to accommodate the service animal and respect the relationship he/she has with the animal.
Support Persons
Customers with disabilities are welcome to bring in a support person who accompanies them and they may have access to that support person at all times.
Nova Led Lighting may require a person with a disability to be accompanied by a support person while on our premises in situations where it is necessary to protect the health & safety of the person with a disability, or the health & safety of others on the premises.

Notice of Temporary Disruption
In the event of a disruption to the facilities or services for customers with disabilities, Nova Led Lighting will make every reasonable effort to notify customers promptly. 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 may not be able to provide advance notice in the event of an emergency disruption.
In order to make the information accessible, signs and printed notices will be placed prominently at the entrance and at applicable areas within the store, as well as on Nova Led Lighting’s corporate website.

Training
Nova Led Lighting Team Members, volunteers and others who deal with the public or other third parties on our behalf receive training to support customers with disabilities. New Team Members will receive training within 3 months of employment and existing Team Members will complete annual refreshers. The training will support Team Members to understand the concept of accessible service including, but not limited to: understanding disability, how we can make our stores more accessible, providing accessible service and the importance of accessibility. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

Training will include:

An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
Our plan related to 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 a support person
How to use the equipment or devices available on-site or otherwise that may help with providing goods or services to people with disabilities
What to do if a person with a disability is having difficulty in accessing our store’s goods and services

Feedback or Questions about this Policy
Customers who wish to provide feedback on the way Nova Led Lighting provides goods and services to people with disabilities, can provide feedback in the following way(s): in‑person, by telephone, in writing, or by e-mail or other electronic format. A feedback form is available at all of our customer service areas and on our corporate website. Customers may also contact our National Call Centre at 1-800-665-8685 or by email at mailorder@NovaLedLights.com, quoting “accessibility”.

Nova Led Lighting will acknowledge all feedback received from customers within 5 business days.

Availability of Documents
This policy and related practices will be made available to any member of the public upon request. Information on whom to contact is listed on our website and can be requested in any of our locations where this policy applies using our feedback method stated above.

Modifications to This or Other Policies
Nova Led Lighting is committed to developing policies, practices and procedures that respect and promote the dignity, independence, integration and equal opportunity for people with disabilities. Any policy, practice or procedure to contrary will be modified or removed.

THIS DOCUMENT IS AVAILABLE IN ACCESSIBLE FORMATS UPON REQUEST.