Customer Service Accessibility Policy

Providing Goods and Services to People with Disabilities

Who is A.C. Americas?

A.C. Lighting Based in Toronto, with distribution centers locally and in New York state, A.C. Lighting supplies world-class lighting and associated rigging technologies for the theater, film, television, worship, exhibition, and commercial markets. Our vast choice and stockholding of products, accessories, and consumables, coupled with in-house cable manufacturing facilities, provide a complete ‘one-stop’ service to meet all your lighting needs in the USA, Canada, and Mexico.

We supply world-class lighting and associated rigging technologies for the theater, film, television, worship, exhibition, and commercial markets. Our vast choice and stockholding of products, accessories, and consumables and in-house cable manufacturing facilities provide a complete ‘one-stop’ service to meet all your lighting needs.

Our Commitment

At A.C. Americas, we are dedicated to removing barriers and improving accessibility for individuals with disabilities. Our goal is to provide goods and services in a way that upholds dignity, independence, and equality. Every customer, regardless of ability, will have the same opportunity to access and benefit from our offerings in an inclusive and welcoming environment.

Communication

We recognize that effective communication is key. When interacting with individuals with disabilities, we will adapt our communication methods to meet their specific needs.

Employees who engage with customers will receive training to confidently and respectfully communicate with people with various disabilities.

Telephone Services

We are committed to delivering accessible and seamless telephone services.

Employees will be trained to use clear and plain language to ensure all customers feel understood and supported.

Assistive Devices 

We are here to support individuals who rely on assistive devices to access our goods and services.

Our team will be trained to understand and accommodate a variety of assistive devices. Employees will also be familiar with assistive devices available on our premises for customer use.

Service Animals

We warmly welcome individuals with disabilities accompanied by service animals.

Service animals are allowed in all public areas of our premises.

In areas where service animals are restricted by law, we will provide alternative solutions to ensure customers can access the services they need.

Employees will receive training on how to interact respectfully with individuals and their service animals.

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 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. 

Notice of Temporary Disruption in Service

In the event of a planned or unexpected disruption in services used by individuals with disabilities, we will provide prompt notification.

Notices will include details about the disruption, its expected duration, and alternative options.

These notices will be posted at public entrances, points of disruption, and on our website in accessible formats.

Training 

We will provide training to all employees, volunteers and others who deal with the public or other third parties on behalf of A.C. Americas, and to all individuals who are involved in the development and approval of the customer service policies, practices and procedures. 

Training will include:

• An overview of applicable accessibility legislation and Customer Service Standards.
• Effective communication strategies for interacting with individuals with disabilities.
• Using assistive devices and supporting customers with service animals or support persons.
• Addressing accessibility challenges and ensuring inclusive service.
• Understanding A.C. Americas’ accessibility policies and practices.

Training records during employee orientation and beyond will be kept, including the dates when the training is delivered, the number of employees to whom the training was provided, and their names.

Feedback Process

The ultimate goal of A.C. Americas 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 can provide feedback in the format most convenient for them, including by speaking directly with the department manager of employee, by emailing a customer feedback to info@acamericas.team, or by contacting Customer Service via phone, online, or by letter.  We will make all reasonable efforts to address concerns or complaints promptly.

Contact	Mailing Address	Telephone	Online
ACA Customer Service	565 Orwell St. Mississauga, ON L5A 2W4	416-255-9494	info@acamericas.team
Human Resources	565 Orwell St. Mississauga, ON L5A 2W4	416-255-9494, Ext 1107	hr@acamericas.team

Availability of Accessible Customer Service Documents

We will, upon request, provide documentation in an alternate format to any person. Requests for accessible customer service documents can be made by contacting customer service.  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 that takes into account the person’s disability.

Scope

This policy applies to the provision of goods and services at A.C. Americas and addresses the Customer Service requirements.  As a reflection of our commitment to the principles of accessible customer service, all efforts will be made to apply these accessible customer service principles to the provision of goods and services in other Canadian Jurisdictions.

Modifications to This or Other Policies

We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no change will be made to this policy before considering the impact on people with disabilities. Any policy of A.C. Americas that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

We regularly review our policies to ensure they align with accessibility best practices. If you have questions or need clarification about this policy, please contact Customer Service or the store manager.

Together, we can create an inclusive and accessible environment for all.