Floortrends’ Accessibility Statement

Floortrends Customer Service Accessibility Standards

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA), was developed “to benefit all Ontarians by developing, implementing and enforcing accessibility standards in order to achieve accessibility for Ontarians with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises on or before January 1, 2025” (AODA 2005). Floortrends is committed to ensuring that goods and services are accessible for all Ontarians. 

Policy Principles

Our policy is based on these 4 principles:

  • Dignity – goods and services will be provided in a manner that respects the dignity of people with disabilities, treating all customers with the same level of respect and consideration
  • Independence – to enable a person with a disability to do things on their own without unnecessary help or interference from others
  • Equal opportunity – for people with disabilities to access, use, and benefit from our goods and services with the same quality and timeliness that others receive, unless a different way is necessary to enable them access to goods, services, or facilities.
  • Integration – accommodation of a person with a disability in the same manner and place as any other customer unless a person requires alternative ways of providing a good or service to achieve equal opportunity

Whether a person’s disability is apparent or not, everyone should be treated with courtesy and respect, be made to feel welcome, and have their need for disability-related accommodation respected.

Application and Scope

This policy applies to all Floortrends employees and is intended to benefit people with disabilities, as defined in the Ontario Human Rights Code and the AODA.

Laws and Rules

Accessibility Standards for Customer Service

Integrated Accessibility Standards


This AODA applies to every person or organization in the public and private sectors of the Province of Ontario. All Floortrends employees are required to complete AODA Training within 3 weeks of beginning employment. Training will be updated to reflect changes to policies, practices and procedures governing the provision of goods and services with disabilities. Records of completion will be kept on file.


Floortrends welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, we will provide customized workplace emergency information to employees who have a disability. If using performance management, career development, and redeployment processes, consideration will be provided regarding accessibility needs of employees with disabilities.

Summary of Customer Service Policies

Information and Communication

When communicating or providing information or services to a person with a disability, we will do so in a manner that takes the person’s disability into account. 

Accessible Formats and Communications Supports

If a person with a disability needs an accessible format or help to communicate with us, we will work with the person to provide the format or support that will meet their needs. No cost will be charged to produce an accessible format or provide a communication support. If there is normally a charge for a product or service, Floortrends will charge the same cost as would be charged to others. In certain circumstances, Floortrends may not be able to meet a request for an accessible format or communication support where the technology or services needed to convert the information are not readily available. In these cases, Floortrends will provide an explanation to the individual making the request as to why the information is not able to be converted and will also provide a summary of the information in a different format to the customer.

Accessible Websites and Web Content

Content controlled directly by Floortrends or through a relationship that allows us to modify the information will be compliant with the World Wide Web Consortium’s Web Content Accessibility Guidelines (WCAG) 2.0, Level AA according to the schedule set out in the AODA Integrated Accessibility Standards.


For feedback about our facilities and how Floortrends provides goods or services to persons with disabilities, people may contact us via:

  • Email to info@floortrends.ca
  • Online via the “Contact Us” section of the Floortrends website
  • In person with any staff member in our store
  • Over the phone for any of our store locations (phone numbers for each location can be found here: www.floortrends.ca/locations)

If customers with disabilities would prefer to give their feedback and receive a response using an alternate method than one offered, they may request it. Concerns will be dealt with promptly; customers can expect a reply within 3 business days.

Notice of Service Disruption

If there is a problem with our facilities, equipment, or services that people with disabilities rely on, notice will be provided. The way we provide notice will depend on the nature of the problem and will advise of the cause of the disruption, alternatives available, and when the situation is expected to be resolved. We will try to make alternate arrangements to provide service where possible.

Assistive Devices

People with disabilities may use their own personal assistive devices.

Service Animals

People with disabilities may use their service animal in all parts of our premises that are open to the public. It is the responsibility of the person with a disability to ensure that his or her service animal is kept in control at all times.

Support Persons

People with disabilities can access their disability-related support person while using our services.


Disability: (as defined by the Ontario Human Rights Code)

  • Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device
  • A condition of mental impairment or a developmental disability
  • A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language
  • A mental disorder, or
  • An injury of disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997; (“handicap”)

Assistive Devices: technical aids, communication devices, or medical aids that are used to increase, maintain, or improve how a person with a disability can function. Examples may include, but are not limited to, wheelchairs, walkers, note taking devices, portable magnifiers, recording machines, and assistive listening devices.

Support Person: as defined by the Accessibility for Ontarians with Disabilities Act, 2005, is a person who accompanies a disabled person in order to help with communication, mobility, personal care, medical needs, or with access to goods and services. Support persons may include, but are not limited to, a sign language interpreter, real-time captioner, or a personal attendant.

Service Animal: as defined by the Accessibility Standards for Customer Service is an animal used by a person with a disability for reasons relating to his or her disability where it is readily apparent that the animal is used for reasons relating to his or her disability. An animal may also be considered a service animal if a person provides a letter from a physician or nurse confirming the person requires the animal for reasons relating to the disability, without disclosing the nature of said disability.

Barrier: as defined by the Accessibility for Ontarians with Disabilities Act means anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an architectural barrier, informational or communications barrier, an attitudinal barrier, a technological barrier, a policy or a practice.

Any of our policies that do not respect and promote the dignity and independence of people with disabilities will be modified or removed.