Accessible Customer Service Policy

Outdoor Travel's commitment is to service all customers including people with disabilities providing access to the goods and services we offer, with dignity and independence for all clients with disabilities.

Assistive Devices:
We will ensure that our staff is trained and familiar with various assistive devices we have on site allowing our staff to accommodate customers with disabilities while accessing our goods or services.

We will communicate with people with disabilities in ways that take into account their disability.

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 and no fees will be charged for support persons.

Notice of Temporary Disruption:
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Outdoor Travel will clearly post a notice including information about the disruption including the anticipated length of time, and alternative facilities or services if available. This notice will be placed at the main building and service department entrances.

Outdoor Travel will provide training to Managers, Customer Service Representatives and Sales staff, employees, volunteers and others who deal with the public or other third parties on our behalf. This training will be provided during the first week of employment.
Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Outdoor Travel's customer service standards
  • 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 assist with any barriers encountered in providing goods and services to people with disabilities
  • What to do if a person with a disability is having difficulty in accessing Outdoor Travel's goods and services
  • Update the training whenever changes are made to this plan

Feedback Process:
Customers who wish to provide feedback on the way Outdoor Travel provides goods and services to people with disabilities can communicate verbally in person or by telephone, or in written or email correspondence directed to the President or any departmental manager. All feedback, including complaints, will then be directed to the owners of Outdoor Travel, Ken or Andy Whiting. Customers can expected to hear back in 21 days.

Modifications to this or Other Policies:
Any policy of Outdoor Travel that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Contact Information:
Ken or Andy Whiting by phone at 905-548-8585 or toll free at 1-888-539-3333. Email us at This email address is being protected from spambots. You need JavaScript enabled to view it. or This email address is being protected from spambots. You need JavaScript enabled to view it. .

Come & Visit Us

Outdoor Travel
110 Eastport Blvd.
Hamilton, ON L8H 7S4
Phone Toll Free: 1-888-539-3333
Phone Local: 1-905-548-8585