Accessible Customer Service Policy
Policy Principles
Walmart Canada takes pride in providing accessible customer service in our stores and is committed to providing its customers, including those with disabilities, a shopping experience that is safe and dignified.
Walmart Canada will follow the applicable laws of the locations of its stores to provide an accessible shopping experience for its customers.
Scope
This Policy applies to everyone who provides goods, services or facilities on behalf of Walmart Canada, including Walmart associates, managers, service-providers and volunteers.
Customer Service
Customers and / or their support person may ask Walmart associates for assistance with any reasonable accessibility-related needs that may arise while shopping at Walmart.
Associates may provide various types of assistance and answer customer and / or their support person’s questions, such as:
- Confirming the location of accessible parking, and its proximity to entrances and exits
- The use and availability of mobility devices, elevators and movators
- Providing directions or guidance to areas such as entrances, exits, washrooms and fitting rooms
- Describing product features such as colour, style, texture, and price
- Reading merchandise tags
- Helping customers touch or feel a product as necessary
- Directing customers to the Customer Service Desk to leave their items while they continue to shop
- Safely carrying purchased merchandise out of the store when requested by a customer
To ensure privacy and security, associates shall not provide certain assistance, such as:
- Helping customers try on products or apparel
- Helping customers use a washroom
- Making a payment on behalf of customers
Walmart Store Access and Mobility Devices
Walmart Canada will take the necessary steps to clear weather hazards, such as snow and ice, to make the entrances and exits of our stores accessible, to the extent possible.
All Walmart stores have complimentary manual wheelchairs, and some stores may have one or more motorized scooters available for use by customers with accessibility needs while shopping at Walmart. Walmart’s mobility devices are for in-store use only.
Information and guidelines for customers wishing to use Walmart’s mobility devices:
- They are often kept at the front of the store or near the entrance
- They are cleaned, maintained and charged by Walmart
- Customers may ask associates for assistance on how to use a Walmart mobility device
- Walmart mobility devices can be used in the Walmart store’s interior premises and on the front sidewalk in front of the store’s main entrance
- Walmart mobility devices cannot be used to enter a mall, adjacent stores or the parking lot
- After shopping, customers may notify an associate if they require assistance to take their items to a vehicle
Animals Serving Customers with Disabilities
Animals serving customers with disabilities are welcome in Walmart stores when the animal’s purpose is required for the customer’s disability, such as guide dogs and service animals, except in areas where animals are excluded by law.
The animal must always:
- be under the care and control of its handler
- show obedience, remain calm and under control
- not be placed in the shopping cart
In certain circumstances, a member of Store Management may ask a customer to:
- provide documentation confirming that the animal is required for the customer’s disability*
· examples of documentation: from official healthcare providers; a recognized training organization; provincial or territorial ID cards or licenses, etc.
- exit their animal from the store for any of the following reasons:
· The customer does not have adequate supporting documentation*
· The customer is not controlling the animal
· The animal displays harmful, aggressive or disruptive behaviours unrelated to their role or purpose
· The animal relieves itself or causes a mess in the store, such as urinating, bleeding or vomiting
* These documentation requirements apply to all provinces and territories, except British Columbia, the Yukon, and Northwest Territories. In Saskatchewan, customers will be asked to provide documentation when the service animal is causing a disturbance.
Pets are not permitted in Walmart stores.
When an animal is not permitted in the store, whether due to the reasons above or otherwise, a member of Store Management will explore reasonable alternatives with the customer to access, obtain or benefit from Walmart’s goods and services, such as online shopping, or curbside pickup.
Disruption of Service
If a disruption of service occurs at a Walmart location that may impact customers from accessing our facilities or services, such as a repair to a washroom or an aisle closure for a clean-up, a notice will be posted at the Customer Service Desk and at the location of the disrupted service, where possible and depending on circumstance. The notice will include information related to the disruption, including location, reason, expected duration and description of alternative facilities or services, if available.
Accessible Customer Service Training
All Walmart associates complete the Accessible Customer Service Training within three (3) months of being hired, on an annual basis, and when updated on topics such as:
- the Accessible Customer Service Policy and guidelines
- federal and provincial human rights codes, accessibility legislations and any related Regulations
- interacting and communicating with customers about their accessibility needs
- assisting customers with accessing goods and services
- animals serving customers with disabilities
- use of mobility devices
- customer feedback options
Providing Feedback
Customers may provide feedback on the accessibility of their shopping experiences through any of the following methods:
- speak directly with a Store Manager or Assistant Store Manager
- contact the Customer Care team via
· email at heretohelp.ca@walmart.com
· phone at 1-800-328-0402, or
· toll-free TTY services at 1-800-439-0266
- visit the Help Centre
- send a letter to Ethics & Compliance, 1940 Argentia Rd, Mississauga, ON L5N 1P9
Walmart will provide alternative communications format, and communication supports upon request. Please contact cacompliance@email.wal-mart.com, and we will respond in a timely manner.
Policy Availability
This policy is posted on Walmart Canada’s Corporate page.
Walmart will arrange for this policy and its content to be provided in a format accessible to the requesting person, in a timely manner and at no cost. In doing so, Walmart will consult with the requesting person in determining the suitability of the required format or communication support.
Walmart’s Policies and Commitments
Learn more about our policies and commitments, as well as our commitment to digital accessibility.