Yamaha Customer Service Accessibility Policy
To prevent and remove barriers to individuals with disabilities and special needs.
Yamaha Canada Music Ltd. (“Yamaha Music”) is committed to removing barriers to accessibility in its role as a distributor of Audio Visual and Music Instruments, provider of music education and servicing of Yamaha Audio Visual and Music Instruments (“Music Services”).
GUIDELINES AND PROCEDURES
Yamaha Music is committed to complying with Accessibility Standards for Customer Service as legislated by the Government of Ontario under the Accessibility for Ontarians with Disabilities Act, 2005, (AODA). Yamaha Music is dedicated to providing Music Services which can be accessed equitably by everyone.
Yamaha Music understands that communication styles vary and that not all persons with the same disability use the exact communication method. Yamaha Music has made efforts to ensure that its employees take this into consideration and, when unsure, to always ask its dealers, customers and other third parties with disabilities (“Guests”) how best to communicate with them.
Yamaha Music is committed to training its employees on the various communication styles and how best to interact with all of its Guests with different types of disabilities. This includes, but is not limited to the following:
- Communicating with Guests in person.
- Communication with Guests over the telephone, including those who may use Bell Relay Services.
- Communication through mail, e-mail or other electronic means.
Yamaha Music has made the necessary changes to ensure that its Guests are aware that they may communicate with any of its representatives in any method that is deemed reasonable when accessing its Music Services. Yamaha Music is committed to providing Music Services to Guests who use assistive devices. Yamaha Music will ensure that its employees receive adequate training to be familiar with the various types of assistive devices that may be used by persons with disabilities when accessing our Music Services.
Guide Dogs and Support Persons
Yamaha Music is committed to ensuring that all Guests who are accompanied by service animals, guide dogs or support persons are able to access all parts of our premises that are open to the public. Yamaha Music will ensure that this information is communicated to our Guests.
As part of Yamaha Music’s commitment to excellent and accessible customer service, it has ensured that reasonable notice will be provided in the event of a planned or unexpected disruption in access to any of its facilities or services. The notice will include the reason for the disruption, its anticipated duration and a description of the alternate facilities or services that may be available. Yamaha Music has ensured that this information will be disseminated in such a manner as to ensure ready accessibility by anyone.
To ensure Yamaha Music provides accessible Music Services equitably to everyone, it has provided training to all employees, volunteers, contractors and others who deal with the public or third parties. Training will also be provided to persons responsible for the development of our customer service policies, practices and procedures. The training includes the following details:
- A review of the Accessibility for Ontarians with Disabilities Act, 2005 and O. Reg. 429/07.
- How to interact and communicate with persons with various types of disabilities.
- How to interact and communicate with persons with disabilities who use assistive devices, are accompanied by support persons, service animals or guide dogs.
- Cross disability training to ensure everyone has awareness and knowledge on how to assist a customer who is having difficulty accessing our Music Services.
Yamaha Music understands that training is a key component of understanding how to provide excellent and accessible customer service. Therefore, Yamaha Music will require all new employees, volunteers or others who do work on behalf of it to complete training upon commencing their employment or contract. Yamaha Music will continue to provide ongoing training in relation to any changes in its policies, practices or procedures which govern the provision of Music Services.
As part of its commitment to provide excellent and accessible customer service, Yamaha Music welcomes the opportunity to receive and to be able to respond to all of its Guests’ feedback. In order to ensure this process is user-friendly, Yamaha Music will accept feedback through the following methods:
- By contacting its Corporate Head Office at 416- 298 -1311 and asking to speak to someone in the Accessibility Committee or Human Resources.
- HBy filling out and submitting an inquiry on our Web form.
- In writing to:
Yamaha Canada Music Ltd.
135 Milner Ave.
Toronto, ON M1S 3R1
Yamaha Music is committed to responding to any complaints and/or suggestions.
This policy is designed to inform our disabled Guests that Yamaha Music is dedicated to adhering to the requirements of AODA and O. Reg. 429/07 as well as our personal commitment to providing accessible Music Services to its Guests. This policy will be made available in an alternate format upon request and will be provided within a reasonable timeframe once requested. All questions about this policy and requests for alternate formats should be directed to:
Yamaha Canada Music Ltd.
135 Milner Ave. Toronto, ON M1S 3R1
Direct line: 647-426-4249
Direct fax: 416-628-5208