AODA Customer Service Policy Statement



Our Commitment

Roots strives to provide our products and services in a manner that is accessible to all of our customers, and respects the dignity and independence of people with disabilities. We are committed to offering equal opportunity to access our products and services and to providing the benefit of the same services, in the same place and in a similar way to all customers.



Providing Goods and Services to People with Disabilities

Roots is committed to excellence in serving all customers including people with disabilities. To that end, we carry out our functions and responsibilities in the following areas:



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


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


Telephone Services

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

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


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

We also ensure that staff members know how to use the following assistive devices available on our premises for customers: accessibility change rooms, elevators.


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 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 Roots 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

Roots provides 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.


Training for Staff

Roots 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 are trained:

  • - Sales Associates
  • - Store Management
  • - District Manager/Regional Directors
  • - Customer Service Representatives


Training includes 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 use accessible change rooms, elevators available on provider’s premises or other resources that may help with the provision of goods or services to people with disabilities
  • - What to do if a person with a disability is having difficulty accessing Roots goods and services
  • - Roots policies, practices and procedures relating to the customer service standard.


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


Feedback Process

The ultimate goal of Roots is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well these expectations are being met are welcome and appreciated.


Feedback regarding the way Roots provides goods and services to people with disabilities can be made by mail, online at, or verbally at the store.
All feedback will be directed to Customers can expect to hear back in 7 days.


Complaints will be addressed according to complaint categories already established in our company’s complaint management procedure.


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 Roots that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.


Questions About This Policy

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of the policy is not understood, an explanation should be provided by, or referred to, Manager of Training of Roots.


Our Chief Accessibility Officer is accountable for company compliance with the principles described in our Roots AODA Customer Service Policy. If you have any questions, concerns or complaints about the accessibility policies stated here, you can:


Send us an email at:
Call us at: 416-781-3574
Write us at: ROOTS CANADA LTD.
Attention: Accessibility Officer
1400 Castlefield Avenue
Toronto, ON M6B 4C4