Customer Service, Information and

Communications in Accessibility
THE GOAL IS TO ENSURE ACCESS FOR PERSONS WITH DISABILITIES
TO THE PROVISION OF GOODS AND SERVICES THAT WE OFFER. Legislation
Customer Service
Standard: What you
need to know.
To comply with accessibility legis- persons with disabilities in
lation, Best Buy Canada communications. You will ensure
Ltd. is required to ensure that you that service animals and support
are trained on how to best serve our persons are allowed in your stores.
customers with disabilities. To If there are to be temporary
meet this obligation Best Buy disruptions in the provision of
Canada Ltd. has developed goods and services usually used by
policies, practices, procedures and persons with disabilities, those
training. Best Buy Canada Ltd. affected will be notified.
expects that you will read the SOP
and complete the training eModule. These and other expectations are
Upon completion, you will be further defined for you in the SOP
equipped to provide a customer and training eModule. If you have
experience for persons with any questions ask your manager.
disabilities that promotes dignity,
independence and integration.
You are expected to take into
account the unique needs of

Do you know how to assist a person

with a visual disability in your store?
If this question makes you nervous then you should review the SOP and training
eModule. Both will provide you with some useful tips that you need to know when
assisting customers with various disabilities.

Accessibility legislation
requires that Best Buy
Canada Ltd. provide
information and
communications about
goods, services or facilities
offered to customers in
accessible formats or with
communication supports.
This applies to
information Best Buy
Canada Ltd. has created or
owns – like web content–
or which it directly
controls.
Information and
Communication: What you
need to know.
Do You
All new websites and new
web content conform with
tifies the public about the
availability of formats/ Know:
accessibility guidelines
known as “Web Content
support for other
information about Best
Accessible
Accessibility Guidelines.” Buy’s goods, services or Formats
facilities.
Best Buy Canada Ltd. no-
tifies the public about the
process for receiving and
responding to feedback in
ways that promote acces-
sibility.
This includes online
surveys or forms, email
communication, follow up
phone surveys, and • Accessible electronic
comment cards. formats such as HTML
Best Buy Canada Ltd. no- • Accessible audio
formats – DVDs, CDs

• Braille

• Large print

• The use of letter, word

How to deal with a or picture boards and

devices that speak out
messages
request for accessible information
• Repeating, clarifying or
restating information
When you receive a request for accessible information about goods, services or facilities
from a person with a disability:
• Consult with the person making the request about their needs.
• Choose the format that works for the needs of the person.
• Provide the information in a timely manner.
• Provide the information at a cost that is no more than the regular price charged to others.