ACCESSIBLE CUSTOMER SERVICE PLAN
Providing Goods and Services to People with Disabilities
Monster Energy Canada ULC (“Monster Energy”) is committed to excellence in serving all customers and members of the public including people with disabilities.
All goods and services provided by Monster Energy shall follow the principles of dignity, independence, integration and equal opportunity. This Policy applies to the provision of those goods and services to customers, the public and other third parties and not to the goods themselves.
Monster Energy will ensure all customers, the public and other third parties receive access to the same quality and service by allowing customers with disabilities to use alternative methods when possible to ensure that customers, the public and other third parties have access to the same goods and services, in the same place and in a similar manner, taking into account individual needs when providing goods and services and communicating in a manner which takes into account the individual’s disability, so long as this does not present a safety risk.
Assistive devices/Assisted Access
We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers, the public and other third parties with disabilities while accessing our goods or services.
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Monster Energy. In cases where the assistive device presents a safety concern or where accessibility may be an issue, other reasonable measures will be used to ensure the access of goods and services.
We will communicate with people with disabilities in ways that take into account their disability.
We welcome people with disabilities and their service animals. Monster Energy will ensure that there are no access issues for any customer, member of the public or third party by virtue of the fact of use of a service animal unless otherwise excluded by law. Should there be a legal limitation, Monster Energy will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example offering the guidance of an employee).
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them and the customer, member of the public or other third party shall not be prevented from having access to the support person. In situations where confidential information will be discussed, the disabled person will be required to consent prior to any conversation where confidential information might be discussed.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers, members of the public or third parties with disabilities relied upon to access Monster Energy’s goods or services, reasonable efforts will be made to provide advance notice. This may not always be possible.
Notification will include (except where not known or available) the goods or services which are disrupted or unavailable, the reason for the disruption, the anticipated duration and a description of alternative services or options. Notice shall be provided by posting notices in conspicuous places including the point of the disruption.
Training for staff
Monster Energy will provide training to all employees and contractors who deal with customers, the public or third parties on behalf of Monster Energy.
Individuals in the following positions based in Ontario will be trained:
- sales staff, sales managers, Monster Ambassador Team Leaders, Monster Ambassador Team members
- additional positions as Monster Energy deems appropriate
This training will be provided to staff as required.
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Monster Energy’s 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 help with providing goods or services to people with disabilities
- What to do if a person with a disability is having difficulty in accessing Monster Energy's goods and services
Staff will also be trained when changes are made to this plan.
A record of training shall be maintained by Monster Energy’s Human Resources Department.
Customers, members of the public and third parties who wish to provide feedback on the way Monster Energy provides goods and services to people with disabilities can:
Provide feedback verbally or by sending it directly to:Office Manager
Monster Energy Canada ULC
22 Adelaide Street West Suite 3600
Toronto, ON M5H 4E3
All feedback will be directed to the appropriate management if required.
Customers can expect to hear back within a reasonable time frame.
Complaints will be addressed according to our organization's regular complaint management procedures.
Modifications to this or other policies
Any policy of Monster Energy that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
H. Notice of Availability and Format of Documents
Monster Energy shall, upon request, notify customers, members of the public and third parties that the documents related to the Accessibility Standard for Customer Service are available and in a format that takes into account the customer's disability. Notification will be given by posting the information in a conspicuous place owned and operated by Monster Energy.
This policy and its related procedures will be reviewed as required in the event of legislative changes.