Accessible Customer Service Policy

Britman Packaging Services is committed to excellence in serving all customers including people with disabilities. We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario/s accessibility laws.

This accessibility policy outlines the steps we are taking to meet those requirements and to improve opportunities for people with disabilities.

Customer Service

We are committed to providing accessible customer service to all customers. We will provide goods and services also to people with disabilities with the same high quality and timeliness as others.


We will communicate with people with disabilities in ways that consider their disability.

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 service.

Assistive devices offered at Britman Packaging Services:

  • Telephone-Avenue of communication. For example, can be used if a person with disability cannot physically make it in to see you or to use the Bell Relay service (phone #1- 800-855-0511)
  • Email-Avenue of communication. For example, if a person has a vision disability you can increase the font size.
  • Laptop-Available to a person with the disability upon request before meeting with you (may use it to help communicate with you if they have a disability)
  • Whiteboard-Available to a person with disability upon request before meeting with you (may use it to help communicate with you if they have a disability)

Britman’s Building Accessibility:

  • Wheelchair assessable ramp outside reception doors
  • Doorbell at outer front reception door to notify reception that a guest has arrived. Which if the guest has a disability, reception will assist guest with entry into the building and inform Britman employee that guest has arrived.
  • Washroom facility available at ground floor, at the east and west end of the hallway.

Service animals

We welcome people with disabilities and their service animals, service animals are allowed on the parts of the 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. Fees will not be charged for support person.


Britman is committed to keep the recruitment, retention, and development of the talent equitable and barrier-free including people with disabilities. Britman will ensure that job applicants are notified when they are individually selected to participate in the assessment or selection process and that accommodations for disabilities are made available upon request. Britman will consult with individuals who request accommodations and will provide for appropriate accommodations. When presenting offers of employment, Britman will notify the successful applicant of its policies for accommodating employees with disabilities.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities which include telephone, email, laptop, or whiteboard and building accessibility area. Britman will notify customers promptly. There will also be a clearly posted notice and will include information about the reason for disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be placed at the main reception entrance door.


Britman will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to the people involved in the development of the policies and plans, practices and procedures related to the provisions of our goods and services.

Individuals in the following will be trained:

  • All management
  • All administrative employees
  • All shippers and receivers

This training will be provided to existing staff and new employees during the new employee orientation.

Training will include:

  • An overview 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 the various types of disabilities.
  • Hoe 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 telephone, email, laptop, whiteboard, building accessibility area 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 Britman’s goods and services.
  • Staff will also be trained when changes are made to your accessible customer service plan.

Design of Public Spaces

Britman will meet accessibility laws when building or making major changes to public spaces.

Feedback process

Customers who wish to provide feedback, including complaints, on the way Britman provides goods, services or facilities to people with disabilities can e-mail or verbally contact HR.

Britman will ensure that feedback process is made available to persons with disabilities, in an appropriate, accessible format or communication support, upon their request, and that are notified of the availability of such an option.

If a complaint is received: responsible person at Britman will investigate the complaint and action will be taken accordingly. Further action may include re-vision of policy/procedures and re-training of employees. If required, the complaint will be brought to senior management for disposition.

Customers can expect to hear back within 10 business days.

Customers who have difficulty in accessing our goods and service

Britman is flexible and open to suggestions to create a good customer experience. We will begin by asking our customer how we can help them access our goods and services. Solutions will be developed in ways that take into account their disability.

Notice of availability

Britman will notify the public that our policies are available upon request by posting a notice at the front reception desk as part of our Visitor Safety Policy.

Modification to this or other policies

This document is posted publicly in the warehouse. Accessible formats are available upon request. Any policy of Britman that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Jason Berns

Date: January 26, 2024