Accessible Customer Service Plan & Policy

Providing Goods and Services to People with Disabilities

Centura London and Windsor are committed to excellence in serving all customers including people with disabilities.

Assistive Devices

Assistive devices such as wheelchairs, walkers and oxygen tanks are allowed in our showroom, offices and order desk area, as well as the area designated for these devices in the warehouse.  We will ensure that our staff is familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.


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

Service Animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public, such as our showroom, order desk area and pick up area in the warehouse.

Support Persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities [warehouse/order desk/showroom]Centura London and Windsor 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.

The notice will be placed on our website, and throughout our two locations in both London and Windsor.

Training for staff

Centura London and Windsor will provide training to its employees.  Individuals in the following positions will be trained:  all staff.

This training will be provided to staff immediately.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Centura London and Windsor’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 Centura London and Windsor’s goods and services

Staff will also be trained when changes are made to your accessible customer service plan.

Feedback process

Customers who wish to provide feedback on the way Centura London and Windsor provide goods and services to people with disabilities can contact us by e-mail at, or fax at 519-681-0894.  All feedback will be directed to Maria D’Avirro, and customers can expect to hear back in 5 business days.  Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications to this or other policies

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