Accessible Customer Service Plan

Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

Pino’s Salon & Medispa is committed to excellence in serving all customers including people with disabilities.

Assistive Devices

We will ensure that our staff are trained and familiar with various assistive devices that they may have or that we provide on site that may be used by customers with disabilities while accessing our good 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.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Pino’s Salon & Medispa 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 the front desk.

Training for Staff

Pino’s Salon & Medispa will provide accessible customer service training to employees, volunteers and others who deal with the public or other third parties on their behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of goods and services.

Individual in the following positions will be trained:

  • Client Care Associates (Reception)
  • Hair Stylist Assistant/Colour Technicians
  • Hair Stylists
  • Estheticians
  • Management/Administrative Assistants

Training will be provided to the staff within 30 days of hiring.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Pino’s Salon & Medispa’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
  • How to use the equipment or devices available on site or otherwise that may help with providing goods or services to people with disabilities.
  • These include:
    • What to do if a person with a difficulty is having difficulty in accessing Pino’s Salon & Medispa’s good and services


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

Feedback Process

Customers who wish to provide feedback on the way Pino’s Salon & Medispa provides goods and services to people with disabilities can email us at All feedback will be directed to Management. Customers can expect to hear back in 7 business days. Complaints will be addressed according to our organization’s regular complaint management procedures.

Notice of Availability

Pino’s Salon & Medispa will notify the public that our documents related to Accessible Customer Service, are available upon request.

Modifications to this or other policies

Any policy, practice or procedure of Pino’s Salon & Medispa that does not respect and promote the principles of dignity, independence, itergration and equal opportunity for people with disabilities will be modified or removed.


If you require a copy of this document, please email us at and we will provide you with one.