TURKSTRA LUMBER is committed to providing visitors with a web site that respects their privacy. This page summarizes the privacy policy and practices of the TURKSTRA LUMBER site.
- Our web site does not automatically gather any specific personal information from you, such as your name, phone number or e-mail address. We would only obtain this type of information if you supply it by sending us an e-mail, submitting a general inquiry form, or registering in a secure portion of the site.
- You should be aware of the inherent risks of interception when communicating with others on-line using unencrypted e-mail.
- Visitors’ personal information received via e-mail is provided only to our Office personnel, who require the information to respond to inquiries. We do not use this information for any other purpose.
- TURKSTRA LUMBER uses ‘cookies’ to improve the quality of your visit to our site by providing you with personalized information and features. Cookies are a software technology that enables our systems to recognize your computer and collect non-personal information about you. This type of information may include: type of browser used to access the Internet (i.e. Internet Explorer, Mozilla Firefox, Apple Safari), type of operating system (i.e. Windows XP, Macintosh, Linux), and the domain of your Internet service provider. Cookies are anonymous; TURKSTRA LUMBER does not know the name, email address, phone number, or home address of anyone who visits our site. TURKSTRA LUMBER does not sell or rent any information that we gather through the use of cookies.
- All personal information created, held or collected by TURKSTRA LUMBER is protected under the federal Privacy Act.
- Our servers automatically log information about visits to our Web site in the normal course of establishing and maintaining Web connections. Server logs record statistical information, such as visitors’ IP addresses, type of operating systems, time and duration of visit, Web pages requested, and identify categories of visitors by items such as domains and browser types. These statistics are reported in aggregate form to our Web and communications staff, and are used to improve our Web site and ensure that it provides the optimal Web experience for visitors.
We do not link server log information to any other data in a way that would enable us to identify individual visitors. However, we may review server logs for security purposes, for example, to detect intrusions into our system. The possibility therefore exists that server log data, which contains visitors’ IP addresses, could in instances of criminal malfeasance be used to trace and identify individuals. In such instances, raw data logs would be shared with appropriate investigative bodies authorized to investigate such breaches of security.
Accessibility Standard for Customer Service Policy
Turkstra Lumber & Turkstra Industries (TL) is committed to providing excellent customer service to its employees and customers, including those with disabilities. The policy of TL is to function within the guidelines set out in the Accessibility for Ontarians with Disabilities Act (AODA), 2005 and/or the related Ontario Regulation 429/07, Customer Service Standard.
This policy applies particularly to the provision of the following TL products and services:
- Sales (including deliveries and installations)
- Events
- Retail Services
- Branch, Yard, Warehouse Services
This policy applies to all employees of TL, and others (e.g. volunteers, consultants, etc.) who interact in any way with customers and/or are involved in the development, design and implementation of policies, processes, procedures and practices affecting customers.
Accessibility Standard for Customer Service Procedures
Purpose:
The following document outlines TL’s plan and objectives with respect to the Ontario Accessibility Standard for Customer Service.
Definitions:
As defined in the Accessibility for Ontarians with Disabilities Act (AODA), 2005 and/or the related Ontario Regulation 429/07, Customer Service Standard:
‘Accessibility’ refers to how easily a product, service, environment or facility can be used by all people within the widest range of abilities.
‘Disability’ is:
a) Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device.
b) A condition of mental impairment or a developmental disability
c) A learning disability or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language
d) A mental disorder
e) An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
‘Barrier’ is anything that keeps someone with a disability from fully participating in all aspects of society because of their disability, including a physical barrier, an architectural or structural barrier, an information or communication barrier, an attitudinal barrier, a technological barrier, a policy or practice (systemic) barrier.
‘Support person’ is a person who accompanies a person with a disability to help with communication, mobility, personal care or medical needs or with access to goods and services.
‘Service animal’ refers to an animal that is used by a person with a disability, except where excluded by law, where it is readily apparent that the animal is used for reasons relating to the disability or where the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
General Policies, Procedures and Practices
1. Personal Assistive Devices
TL will ensure that our staff are trained and familiar with various assistive devices used by customers with disabilities while accessing our goods and services.
TL does not provide specific accommodations in anticipation of customer needs, but is happy to work with customers requiring accommodations to reasonably fulfill their requests in delivering TL products and services.
Individuals representing TL, including staff, will use the principles of respect, dignity and independence when dealing with personal assistive devices, by first asking persons with disabilities if they need assistance. Staff will communicate to the individual in ways that take into account their disability.
Individuals representing TL, including staff, will allow the use of personal assistive devices for persons with disabilities on office premises, as well as at TL events and will not charge any additional fees for the use of these devices in the delivery of TL products and services.
2. Use of Animals and Support Persons
TL welcomes people with disabilities and their service animals. A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on the parts of our premises that are open to the public, at no additional fee; applicable both on TL’s premises as well as at TL events. Service animals will be granted the same access at our Branch/Retail locations and similar access to the Yard; TL staff will accompany customer to yard if required.
3. Notice of Temporary Disruption of Service
In the event of a planned or unexpected disruption to TL’s Services; Sales, Retail Locations, Yard, Warehouse or Events, TL will notify members, associates and customers promptly where required.
A notice will be posted at TL’s location premises on the front door and at the cash wrap, recorded on TL’s phone message greeting and on TL’s website when required. It will include the reason for the disruption, anticipated length of time and a description of alternative facilities or services, if available.
4. Training for Staff and Appropriate Volunteers
Individuals representing TL, including staff, will be sensitive to the varying needs of its customers requiring accommodation, and be receptive to feedback on how to best service them.
Individuals representing TL, including staff, will use the principles of respect, dignity and independence when dealing with persons with disabilities, by first asking if they need assistance.
TL does not provide specific accommodations in anticipation of customer needs, but is happy to work with customers requiring accommodations to reasonably fulfill their requests in delivering TL products and services.
Turkstra Lumber will provide accessible customer service training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services. This training will commence on the employee’s first day, Head Office Health and Safety Training, and will include training during their first day at the Branch location to which that employee was hired. A refresher training course will be provided to all employees yearly.
Training will be provided to event volunteers and consultants who deal with the public on TL’s behalf.
Training will include:
- An overview and requirements of the Accessibility for Ontarians with Disabilities Act
- TL’s plan related to the customer service standards
- Basics of how to interact/communicate with and assist people with various disabilities, including typical assistive devices, service animals or support persons
- How to use the equipment or devices available on site, if applicable, or otherwise that may help with providing goods or services to people with disabilities.
- What to do if a person with a disability is having difficulty accessing Turkstra Lumber’s goods and services.
TL staff will be formally notified, in a timely fashion, regarding changes made to our Accessible Customer Service Standard.
5. Feedback Process
Customers wishing to provide feedback, including complaints, on how TL provides goods and services to people with disabilities may submit their input via email to hr@turkstralumber.com, by mail at 1050 Upper Wellington Road, Hamilton, Ontario, L9A 3S6, by phone at (905)388-8222 or by fax at (905)388-9891. Customers can expect a response within fourteen business days. TL’s Plan for Accessibility Standard for Customer Service will be available at Branch locations, or can be requested by phone, email or fax.
Any policy, practice or procedure that requires modification or removal will be done promptly and respectfully, in a way that promotes the principles of dignity, independence, integration and equal opportunity for people with disabilities.
