The Finishing House
Bindery at its best
Accessible Customer Service Plan
Providing Goods and Services to People with Disabilities

Holmes the Finishing House is committed to excellence in serving all customers
including people with disabilities.
Principles Supported by Holmes The Finishing House

At Holmes we support an individuals right to expect independence, dignity, integration and
equality of opportunity.

Assistive devices
We will ensure that our service staff members are trained and familiar with any assistive
devices we have on site that may be used by customers with disabilities while
accessing our goods or services.
We will communicate with people with disabilities in ways that take into account their
Service animals
We welcome people with disabilities and their service animals. Service animals are
allowed on the parts of our premises that are open to the public.
Support persons
A person with a disability who is accompanied by a support person will be allowed to
have that person accompany them on our premises.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for
customers with disabilities, Holmes will notify customers promptly. This clearly posted
notice will include information about the reason for the disruption, its anticipated length
of time, and a description of alternative facilities or services, if available.  The notice will
be placed at reception in the front office.
Holmes is an equal opportunity employer. Accommodations for those with disabilities are
available on request for candidates taking part in all aspects of the selection process. 
Please make your request known at the beginning of the hiring process and we will
accommodate you. Postings offering employment shall include the offer of

Holmes will provide training to employees, volunteers and others who deal with the
public or other third parties on our behalf. Training will also be provided to people
involved in the development of policies, plans, practices and procedures related to the
provision of our goods and services.  Individuals in the following positions will be
Office Staff, Department Heads, Lead Hands
This training will be provided to staff within 3 months of being hired.
Training will include:
An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the
requirements of the customer service standard

Holmes’ plan related to 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 different assistive devices

What to do if a person with a disability is having difficulty in accessing
Holmes’ goods and services

Staff will also be trained when changes are made to the accessible customer service
Feedback process
Customers who wish to provide feedback on the way Holmes provides goods and
services to people with disabilities can provide it through email.  All comments and
observations are welcomed and will be considered.
All feedback, including complaints, will be sent to the Holmes JHSC.
Customers can expect to hear back in 3 days.
Notice of availability
Holmes will notify the public that our policies are available upon request at the front
desk and able to be viewed on the notice board in the employee cafeteria.
Modifications to this or other policies
Any policy of Holmes that does not respect and promote the dignity and independence
of people with disabilities will be modified or removed.
Copyright © 2021 by Holmes the Finishing House   •   All Rights reserved   •   E-Mail:
© 2022  Holmes the Finishing House   All Rights reserved.  Working to accommadate!  Tell us what you need. AODA.  E-Mail: