Chapman Cultural Tours
Tel: (905) 737-8687 Toll Free: 1-866-568-0088 Fax: (905) 737-3212

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Accessible Customer Service Policy

Chapman Cultural Tours Ltd. is committed to excellence in serving all customers including people with disabilities.

Assistive devices 
We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services. We have no devices on site at this time.

Communication 
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.

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. No fees apply for our services We will notify customers of this through a notice posted on our premises and as part of regular telephone and/or email correspondence

Notice of temporary disruption 
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities
Chapman Cultural Tours Ltd. 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 at Suite 213, 10720 Yonge Street, Richmond Hill, Ont L4C 3C9 and on our web site www.chapmantours.ca

Training 
Chapman Cultural Tours Ltd. will provide training to employees, volunteers and others who deal with the public
or other third parties on our behalf. Individuals in the following positions will be trained:

Office Staff (2) and Tour Managers (6) 
This training will be provided to staff on an on-going basis Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard 
• Chapman Cultural Tours Ltd's 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 
• What to do if a person with a disability is having difficulty in accessing Chapman Cultural Tours Ltd's 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 Chapman Cultural Tours Ltd. provides goods and services
to people with disabilities can do so to our office by telephone, regular mail, email, or in person All feedback, including complaints, will be directed to the president Customers can expect to hear back in two business days

Modifications to this or other policies 
Any policy of Chapman Cultural Tours Ltd. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

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Tel: 905-737-8687 or 416-445-4447
Toll Free: 1-866-568-0088
Fax: 416-444-8058
Email: info@chapmantours.ca

10720 Yong St., Suite 213
Richmond Hill, ON
L4C 3C9

Chapman Cultural Tours Ltd. is registered with the Travel Industry Council of Ontario. Registration number: 50010362

Proud member of SYTA