Accessable Customer Service Plan

Cataraqui Pet Centre Accessable Customer Service Plan

 

Providing Goods and Services to People with Disabilities

Urban Paws is simply Kingston’s best spot to find healthy foods, treats
and supplements for your dog or cat, and the most amazing selection
of pet accessories on the market.  Urban Paws..expect the unexpected.

Staff Training:

Cataraqui Pet Centre will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf.

 

Individuals in the following positions will be trained:

Cataraqui Pet Hospital: Reception, Vet. Assistants, Vet Techs., Office Managers, Veterinarians. (Co-op/work placement students from high school or St. Lawrence College, as well as kennel staff will be excluded from training as they do not have any contact with clients).

Urban Paws: All staff (sales persons and managers)

Are You a Dirty Dog: All staff (excluding co-op students as they do not have any contact with clients)

 

This training will be provided to staff within 2 weeks of the start of employment.

 

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • How to interact with people with disabilities who use an assisstive device or require the assistance of a service animal or support person
  • How to use TTY via a Telecommunications Relay Service to communicate with clients who are deaf or hard of hearing.

Feedback Process:

Customers who wish to provide feedback on the way Cataraqui Pet Centre provides goods and services to people with disabilities can contact us via:

Email

Cataraqui Pet Hospital: hospital@cataraquipetcentre.ca

Urban Paws: urbanpaws@cogeco.net

Phone

Cataraqui Pet Hospital: (613) 384-0986

Urban Paws: (613) 384-0987

Urban Paws Downtown: (613) 547-2323

Are You a Dirty Dog: (613) 384-8255

Mail

Letters may be addressed to:

Cataraqui Pet Centre

C/O Tim Keller
1183 Midland Avenue,
Kingston ON
K7P2X8

 

 

 

***Feedback may also be given in person by asking at the desk to speak with a manager, during regular business hours.

All feedback will be directed to the owner/operators Tim Keller. Customers can expect to hear back in 3 business days. Complaints will be addressed accordingly to Cataraqui Pet Centre's regular complain management procedures.

Hospital Hours:
Monday – Friday, 8am – 7pm
Saturday, 9am – 12pm
Sunday, CLOSED
For after hours and emergency care, please call (613) 634-5370

 

Contact:
Cataraqui Pet Hospital
Cataraqui Pet Centre
1183 Midland Avenue,
Kingston, ON, K7P 2X8
(613) 384-0986