Customer Service

Accessibility

AODA - Accessibility Standards for Customer Service Policy

Intent

This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves. All goods and services provided by shall follow the principles of dignity, independence, integration and equal opportunity.

The Use of Assistive Devices

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Party City. In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services. Party City does not provide Assistive Devices.

Guide Dogs, Service Animals and Service Dogs

A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public. The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.

The Use of Support Persons

If a customer with a disability is accompanied by a support person, will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.

Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Party City Canada Inc. In the event of any temporary disruptions to facilities or services that customer's with disabilities rely on to access or use’s goods or services, reasonable efforts will be made to provide advance notice. A notice will be posted at the point of disruption; it will include the reason for the disruption, the anticipated duration, and alternative services or options.

Training

Party City is committed to providing Training to:

All employees and volunteers, who deal with the public, that act on behalf of Party City; Those who are involved in the development and approval of customer service policies, practices and procedures.

Training Provisions

A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005. A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07. Instructions on how to interact and communicate with people with various types of disabilities. Instructions on how to interact with people with disabilities who: use assistive devices; require the assistance of a guide dog, service dog or other service animal; or require the use of a support person. Instructions on what to do if a person with a disability is having difficulty accessing your services. Party City's policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.

Party City Canada Inc. will provide training as soon as practicable. Training will be provided to new employees and volunteers who deal with the public or act on our behalf during our Onboarding process. Revised training will be provided in the event of changes to legislation, procedures and/or practices.

Party City Canada Inc. will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

Notice of Availability and Format of Documents

Party City Canada Inc. shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer's disability. Notification will be given by posting the information in a conspicuous place owned and operated by, the Party City’s website and/or any other reasonable method.

Customer Feedback

Party City Canada Inc. shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and notice of the process will be made available by calling or emailing.

Customers can submit feedback to:
Party City Customer Service
Phone # 1-800-827-8924 — Option 5
Email address: Please click here to contact us. We answer our emails promptly M-F (10AM-7PM Central)


Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

This policy and its related procedures will be reviewed as required in the event of legislative changes or changes to company procedures.