Accessibility Policy

SkipTheDishes Restaurant Services Inc. (“SkipTheDishes”, “we”, “our” or “us”) is committed to meeting its current and ongoing obligations under applicable Canadian laws respecting non-discrimination.

We understand that our obligations under the Accessibility for Manitobans Act (“AMA”) and other applicable laws and their accessibility standards do not substitute or limit our obligations under the Manitoba Human Rights Code or other applicable human rights codes, nor our obligations to people with disabilities under any other law. We are committed to complying with the Manitoba Human Rights Code, the AMA and other applicable human right codes and accessibility legislation. In this Policy, “services” is used strictly because such term is used in the AMA and includes, as applicable, the use of the SkipTheDishes platform by a customer and customer user support that we may provide.

We are committed to excellence in serving all stakeholders, including people with disabilities. Our accessible services policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

Communication

We will communicate with people with disabilities in ways that take into account their disability. In addition to our standard text-based customer support system, we offer audio-based support services on request for those customers for whom text-based support represents a barrier. In all cases, we will work with the person with a disability to determine what method of communication works for them.

Assistive devices

People with disabilities may use personal assistive technologies when using the SkipTheDishes services, such as screen readers and other software aids. We recognize that some aspects of our services currently may not be fully compatible with certain personal assistive technologies, and we are working on solutions to increase the options that our customers have. As a temporary measure, we will work with customers who are disabled by a barrier that prevents them from using our services to determine, on a case-by-case basis, whether any reasonable accommodations can be implemented to assist them in using our services.

Service animals

People with disabilities are welcome to use their service animals when accessing our services. We recognize that customers may be accompanied by service animals when receiving deliveries from independently contracted couriers, or when visiting restaurants to collect pick-up orders. Couriers and restaurants are responsible for complying with all applicable laws, including the obligation to reasonably accommodate service animals.

Support persons

A person with a disability may be assisted by a support person to help them use our services. For example, a customer who is unable to interact with our website or apps as a result of a disability may use a support person to place an order on their behalf.

Fees

We will not charge additional fees for accommodating persons who are disabled by barriers. Exceptions may apply where we cannot reasonably accommodate such customers without the imposition of an additional fee. We do not currently charge any such fees.

Training

We will provide accessible customer service training to all employees who provide services to customers, as well as anyone involved in developing our policies.

Staff will be trained on accessible customer service during their initial onboarding training, or within three months of the adoption of this policy, whichever is later.

Training will include:

  • A review of the Manitoba Human Rights Code, the AMA, the Customer Service Standard Regulation, other applicable laws, and this policy;
  • How to interact and communicate with persons disabled by barriers;
  • How to interact and communicate with persons disabled by barriers who use assistive technologies or require the assistance of a support person or service animal; and
  • What to do if a person is having difficulty using our services because of a barrier.

Staff will also be trained after material changes are made to our accessible customer service policies.

Feedback process

We welcome feedback on how we provide accessible customer support. Customer feedback will help us identify barriers and respond to concerns.

Customers who wish to provide feedback on the way we provide support to people with disabilities can contact us through any of our customer support methods. We will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

All feedback, including complaints, will be handled in the following manner:

  • If the feedback relates to an issue with existing order, or an order that a customer wishes to place, the support agent who initially receives the feedback will seek to resolve the issue directly with the customer at that time, to the extent reasonably possible.
  • If the feedback:
    • does not relate to an issue with an existing order, or an order that a customer wishes to place, or
    • if the support agent who receives the feedback is unable to directly assist the customer in resolving the issue at that time;
    the support agent will collect any further information from the customer that is reasonably necessary to respond to the feedback, including the customer’s preferred method of communication, and will forward the feedback to our accessibility coordinator.
  • Upon receiving feedback regarding accessibility, the accessibility coordinator will investigate the feedback as he or she determines is necessary in order to determine an appropriate course of action. In conducting his or her investigation, the accessibility coordinator may collect any further information from the customer that is required, and may consult internally with other members of our team. If the accessibility coordinator recommends any actions or changes to our policies, practices, and procedures, we will consider those recommendations and will respond in a manner that is consistent with our obligation to accommodate customers with disabilities, up to the point where such accommodations would cause us undue hardship.
  • The accessibility coordinator or a support agent will provide a response to the customer that provided the feedback within five (5) business days, to the extent reasonably possible. If a response cannot be provided within five (5) business days, we will advise the customer who provided the feedback of the timeframe within which we expect to be able to provide a response.
  • Customer support agents and our accessibility coordinator will ensure that all feedback received from a customer regarding accessibility, as well as actions taken in response to that feedback, are electronically documented.
  • All documentation relating to accessibility will be tagged accordingly to facilitate future retrieval, and will be preserved in accordance with our retention policies.
  • Customers who have provided feedback regarding accessibility may request a copy of the documentation that relates to their feedback, including documentation on any actions taken by us. We will provide such documentation within thirty (30) days of the request (to the extent reasonably possible), subject to applicable privacy law, legal privilege, or other valid legal reason that permits us not to provide the documentation or any portion thereof.

Notice of availability of documents

SkipTheDishes will notify the public that documents related to accessible customer service are available upon request by posting a notice on our website at www.skipthedishes.com.

We will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.

Modifications to this or other policies

Any policies of SkipTheDishes that are inconsistent with this policy will be modified or removed to the extent required to comply with the AMA.


Last Updated: October 31, 2018