Accessible Customer Service Plan
Prepared: February 27, 2015
Updated December 2022
Providing Goods and Services to People with Disabilities
PetSmart is committed to treating all customers including people with disabilities in a way that allows them to maintain their dignity and independence.
Communication
We will communicate with people with disabilities in ways that take into account their disability. PetSmart provides accessible formats and communication supports to people with disabilities and continuously evaluates its publicly available information to determine how the information can be made accessible.
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 pet parents with disabilities, PetSmart will notify pet parents 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. This notice will be posted on or beside the service or facility impacted. Services/Facilities include accessible checkout, accessible washrooms and automatic doors.
Training
PetSmart provides training to all associates on accessibility laws as they pertain to people with disabilities. PetSmart will ensure that training remains current and that all associates in provinces where accessibility laws have been enacted such as Manitoba and Ontario are trained in accordance with applicable law. Training is also provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.
Training includes:
- An overview of accessibility laws and the requirements of customer service standards
- PetSmart’s policy on providing accessible customer service
- 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 assistive devices or equipment provided by PetSmart that may help people with disabilities to access PetSmart’s services.
- What to do if a person with a disability is having difficulty in accessing PetSmart’s goods and services.
Associates will also be trained when changes are made to our accessible customer service plan.
PetSmart maintains records of the required training.
Feedback process:
Customers who wish to provide feedback on the way PetSmart provides goods and services to people with disabilities can provide feedback in the following ways:
Complaints are logged into our system and worked by our customer service team. The customer service team will forward feedback or complaints to the store, the district manager, Human Resources, Loss Prevention or other departments as required.
Customers can expect to hear back within 3 to 5 days.
To see our full policy:
- Click here for Ontario
- Click here for Manitoba
