Stock Room

Accessible Customer Service Plan

Underground Specialties is committed to excellence in serving all customers including people with disabilities.


We will communicate with people with disabilities in ways that take into account their disability.

Service Animals

We will 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 the premises. Fees will not be charged for support persons.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Underground Specialties will notify customers promptly. This clearly posted notice will not include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services.

Training for Staff

Underground Specialties will provide training to employees and others who deal with the public.

Individuals in the following positions will be trained: customer service representatives, managers, counter people, delivery drivers, warehouse and yard personnel.

This training will be provided to staff 30 days from hire and will include: An overview of the Accessibility for Ontarians with Disabilities Act 2005 and the requirements of the customer service standard.

Underground Specialties plan related to the customer service standard.

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

Feedback Process

Customers who wish to provide feedback on the way Underground Specialties provides goods and services to people with disabilities can email at, verbally suggest, or call Underground Specialties at 519-737-1263.

All feedback will be directed to the President. Customers can expect to hear back in 60 days. Complaints will be addressed according to our organization's regular complaint management procedures.

Modifications to this or other policies

Any policy of Underground Specialties Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.