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100% Canadian Owned & Operated

Accessibility for Ontarians with Disabilities Act (AODA)

Customer Service Standards

1. Our Mission

Henry's is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act ("AODA").

In compliance with the Accessibility for Ontarians with Disabilities Act (AODA), Henry's wishes to make available our customer service policy:

2. Our Commitment

In fulfilling our mission, Henry's strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. Henry's is also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

3. Providing Goods and Service to People with Disabilities

Henry's is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

3.1 Communication

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

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

3.2 Telephone services

We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.

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

3.3 Assistive devices

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 staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

3.4 Billing

We are safe committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: large copy, large print, e-mail, fax or other means as requested by the customer.

We will answer any questions customers may have about the content of the invoice in person, by telephone or email.

4. Use of service animals and support persons

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Henry's 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. Fees will not be charged for admission of support persons accompanying people with disabilities in to the Henry's Learning Lab courses.

5. Notice of temporary disruption

Henry's will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

The notice will be placed at all public entrances and service counters on our premises.

6. Training for staff

Henry's will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Individuals in the following positions will be trained:

Managers, Assistant Managers, MIT's, Sales Associates, Customer Service Associates, Call Centre Sales Associates, Outside Sales Representatives and all Corporate Employees that have contact with the public. This training will be provided as part of the new hire orientation completed within the first week of employment with Henry's.

Training will include the following:

  • The purposes 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 a support person
  • How to correspond with someone using TTY
  • What to do if a person with a disability is having difficulty in accessing Henry's goods and services
  • Henry's policies, practices and procedures relating to the customer service standard.

Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

7. Feedback process

The ultimate goal of Henry's is to meet and surpass customer expectations while serving customers with disabilities. Henry's welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

Feedback regarding the way Henry's provides goods, services or facilities to people with disabilities can be made via the website through customer care, by e-mail at, verbally at the store or by asking to speak with Human Resources by calling 416-868-0874 from Monday to Friday between 8:30 am to 5 pm.

Information on how to contact Henry's to provide feedback is available at each store, posted on signs next to terminals as well as on the website under AODA or through Customer Care.

Every customer that provides feedback, including complaints, will receive a response. The HR department is dedicated to responding to all inquiries, regardless of method, as quickly as possible. A HR representative will contact each customer in the method which they have requested to be contacted. All responses will be provided within no more than 30 days.

Henry's will make available this policy and related practices and protocols to any member of the public upon request. The process by which a person may obtain these documents is posted on Henry's website under "Questions about AODA at Henry's". When providing a document to a person with a disability, Henry's will do so in a format that is accessible to the person.

Henry's will ensure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

8. 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 changes will be made to this policy before considering the impact on people with disabilities. Any policy of Henry's that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Employee Standards

Recruiting: In accordance with the Accessibility for Ontarians with Disabilities Act and all other applicable legislation, Henry's is pleased to accommodate individual needs for applicants with disabilities within the recruitment process. Please email if you require an accommodation to ensure your equal participation in the recruitment and selection process.

Employee Safety during Emergencies: We take your safety very seriously and want all our employees to be able to stay safe. If you have a disability, whether permanent or temporary, and may need help during an emergency, please call Human Resources 416-868-0874 or via email at Our Human Resources team will ask you to complete a self-assessment form and work with you to develop individualized emergency response information that will meet your needs in an emergency situation.

The information you provide will be kept confidential and shared only with your consent. You do not need to disclose the details of your medical condition or disability, only the kind of help you may need.

Questions about AODA at Henry's

This policy exists to achieve service excellence to individuals with disabilities. If anyone has a question about the policy, or if the purpose of this policy is not understood, an explanation will be provided by Human Resources who can be reached at 416-868-0874 or via email at

For information about Henry's Multi-Year Accessibility Plan, click here.