Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

iTAN is committed to excellence in serving all customers including people with disabilities.

Assistive devices

We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Communication

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 and tanning rooms.

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.

Support person accompanying a client with a form of disability will be required to sign a liability waiver and wear protective eyewear when the tanning units are operating.

Fees will not be charged for support persons for admission to any iTAN Studio 's premises. We will notify customers of this through a notice posted on our premises and our company website and face book page.

Please note that iTAN Policy does not allow staff to assist clients where physical contact is required. If a client requires further assistance, it is their responsibility to provide a support person.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, iTAN, 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 front entrance of all iTAN locations and on company website and face book page.

Training for staff

iTAN 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:

Store sales staff, Store Mangers, General Manager, and also certain office staff who interact with clients on a regular basis.

This training will be provided to staff immediately after hiring during the regular training provided for all iTAN services.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • iTAN 's accessible customer service plan.
  • 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
  • What to do if a person with a disability is having difficulty in accessing iTAN's goods and services

Staff will also be trained when changes are made to your accessible customer service plan.

Feedback process

Customers who wish to give feedback on the way iTAN provides goods and services to people with disabilities can send an e-mail to laura@itanstudios.com, or verbal feedback to staff and/or store manager is also welcomed. All feedback will be directed to Laura Wringle, General Manager. Customers can expect to hear back in one business day. Complaints will be addressed according to our organization's regular complaint management procedures.

Modifications to this or other policies

Any policy of iTAN that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

ITAN Locations that offers full wheelchair accessibility:

  • Barrhaven (3191 Strandherd Dr)
  • Kanata (474 Hazeldean Rd)
  • St.Laurent (1759 St.Laurent Blvd)

ITAN Locations that offer limited accessibility:

  • Market (133 Besserer St)
  • Merivale (1867 Merivale Rd)
  • Elgin (190 MacLaren St)