Purpose
At Ralph Lauren Canada LP (“Ralph Lauren”), we are committed to providing exceptional customer service to all of our clients. Making services accessible to persons with disabilities is an important part of this commitment to superior customer service.
We strive to provide our services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our services and allowing them to benefit from the same services in the same place and in a similar way as other clients.
This policy establishes our commitment to accessible customer service under the Accessibility for Ontarians with Disabilities Act, 2005 and the customer service standard requirements under Ontario Regulation 191/11, The Integrated Accessibility Standards Regulations.
Application
Ralph Lauren’s Accessible Customer Service Policy (“the Policy”) applies to all of our volunteers, employees and managers, every person who participates in developing out policies, and to any third parties (e.g., contractors) who we may arrange to provide our goods, services or facilities on our behalf. This policy applies to the extent that members of the public interact with our representatives directly and are able to directly access our services, products, and premises.
Communication
When communicating with people with disabilities, we will do so in ways that take into account their disability. Accordingly, we will train any staff who communicate with clients on how to interact and communicate with people with various types of disabilities.
Assistive devices
People with disabilities are welcome to use their own personal assistive devices (e.g., white cane, wheelchair, hearing and visual aids) in order to access or use our facilities and obtain our services, to the extent that those facilities and services are made available and accessible to the general public. We will train our staff to become familiar with various assistive devices that may be used by clients with disabilities while accessing our services. We will also ensure that staff know how to use assistive devices that are available for clients on our premises.
Service animals and support persons
People with disabilities who are accompanied by a service animal are welcome on all parts of our premises that are open to the public and other third parties. Clients may keep the animal with him/her unless excluded by law, in which case, we will consider alternative measures to access to our services. Our staff and others dealing with the public on our behalf will be trained on how to interact with people with disabilities who are accompanied by a service animal.
Any person with a disability who is accompanied by a support person will be allowed to enter our facilities 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
In the event of a planned or unexpected disruption in facilities or services usually used by people with disabilities, Ralph Lauren will post a notice 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 or near the affected facility or service and/or through other means (e.g., website) where necessary. Ralph Lauren will prepare a document that sets out the steps to be taken in connection with a temporary disruption and, upon request, will give a copy of the document to any person.
Training for staff
We will provide training to all Ralph Lauren employees, all persons who are involved in the development and approval of Ralph Lauren policies, practices and procedures governing the provision of goods or services to members of the public or other third parties, every person who deals with members of the public or other third parties on behalf of Ralph Lauren, whether the person does so as an employee, agent, volunteer or otherwise, and all other persons who provide goods, services or facilities on behalf of Ralph Lauren. This training will be provided shortly after staff commence their duties and/or upon changes to this Policy, practices and procedures.
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 use various equipment and assistive devices available on our premises, if any
• What to do if a person with a disability is having difficulty in accessing our facilities and services
• Ralph Lauren policies, practices and procedures relating to the customer service standard.
Ralph Lauren will prepare a document that describes its training policy, summarizes the content of the training and specifies when the training is to be provided, and, on request, give a copy of the document to any person.
Feedback process
We welcome any feedback on the manner in which we provide goods, services, and/or facilities to people with disabilities. Please send your comments to the following:
Ralph Lauren
Global People Practices (“GPP”)
625 Madison Avenue, 7thFloor
New York, New York 10022
Make a Difference Hotline (1-877-4POLORL). Alternatively, as another option you can also email GPP at: GlobalPeoplePractices@RalphLauren.com. We will also ensure that the feedback process is accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communication supports, on request.
All feedback, including complaints, will be handled as quickly as possible. We will consider your comments carefully, and you can expect to hear from us within a reasonable period of time. Please understand that some inquiries may take longer to address.
Note: copies of documents required under the Accessibility for Ontarians with Disabilities Act, 2005 are available upon request. Please notify us in advance if you require such documents in an alternative or accessible format or with communication support, which will be provided in a timely manner that takes into account the person’s accessibility needs due to disability, and at a cost that is no more than the regular cost charged to other persons. We will consult with the person making the request in determining the suitability of an accessible format or communication support.
Current Version Date: June 1, 2023