Accessible Customer Service Policy for Manitoba


We are committed to complying with the Accessibility Standard for Customer Service under The Accessibility for Manitobans Act. Our policies, practices and measures reflect the principles of dignity, independence, integration, and equal opportunity for people with disabilities. If a barrier to accessing our goods or services cannot be removed, we seek to provide alternate ways to access the goods or services.


  • This policy applies to the provision of goods and services at premises owned and operated by The Brick.
  • This policy applies to all employees, agents and/or contractors, including those who deal with the public or other third parties that act on behalf of The Brick, such as when the provision of goods and services occurs off the premises of The Brick such as in: delivery services, call centers, vendors, drivers, catering and third-party agencies.
  • The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of goods and services that take place at premises owned and operated by The Brick.
  • This policy shall also apply to all persons who participate in the development of The Brick’s policies, practices and procedures governing the provision of goods and services to members of the public or third parties.

General Principles

In accordance with the Accessibility Standard for Customer Service under The Accessibility for Manitobans Act., this policy addresses the following:

  1. Meet the communication needs of customers, clients or members
  2. Allow assistive devices, such as wheelchairs, walkers and oxygen tanks
  3. Welcome support people, who are there to assist
  4. Welcome people with service animals
  5. Ensure accessibility is maintained as intended (ramps, wide aisles, removal of clutter)
  6. Let customers know when accessible features and services are not available
  7. Invite customers to provide feedback
  8. Train staff on accessible customer service, including reasonable accommodations under The Human Rights Code (Manitoba).
  9. Keep a written record of accessibility and training policies

1. Communication

We meet the communication needs of our customers

Practices and Measures:

  • To meet communication needs, when appropriate we offer to communicate in different ways, such as writing things down, reading things out loud, and taking extra time to explain things.
  • We also:
    • keep paper and pens available to write things down
    • offer a chair when longer conversations are needed
    • offer a quieter space
    • sit down to engage with someone using a wheelchair
  • We use signs and documents that are easy to read, including using larger fonts and colour contrast.
  • We write signs and documents in plain language.

2. Assistive Devices

Persons with disabilities may use their own assistive devices as required when accessing goods \ or services provided by The Brick.

Practices and Measures:

  • We do not touch or move customers’ assistive devices without permission.
  • In cases where the assistive device presents significant and unavoidable health or safety concerns, we attempt to use other measures to ensure the person with disabilities can access our goods, services, or facilities.

3. Support Persons

We welcome support persons and we let the public know in advance if support persons must pay admission or service fees.

Practices and Measures:

  • If a customer with a disability is accompanied by a support person, The Brick will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.
  • There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations, The Brick will make every reasonable attempt to resolve the issue.
  • In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.

4. Service Animals

We allow service animals on our premises.

Practices and Measures:

  • We:
    • treat a service animal as a working animal
    • do not distract a service animal from its job by petting, feeding, or playing with it, unless given permission by the person with the service animal to do so
    • know how to identify a service animal by its harness or vest and by the assistance the animal is providing
  • If we have concerns, we may ask if the animal has been trained to help a person with a disability-related need.
  • We expect the person who is handling the service animal to maintain control of the animal physically or through voice, signal or other means.
  • If the service animal is showing signs of not being controlled (i.e., by barking, whining or wandering), we may provide a warning to the handler to control the animal.
  • If the service animal continues to misbehave, we may ask the handler to leave.
  • If another law prohibits service animals (e.g., food preparation areas), we explain why the animal cannot enter the space and discuss with the person another way of providing goods or services.
  • If a health and safety concern presents itself, for example in the form of a severe allergy to the animal, The Brick will make all reasonable efforts to meet the needs of all individuals

5. Maintain Accessibility Features

To ensure barrier-free access to our goods, services or facilities, we maintain our accessibility features so they can be used as intended.

Practices and Measures:

  • We organize our space so that there is room for people with wheelchairs, electric scooters and walkers.
  • Our seating accommodates people of varying sizes and abilities.
  • We keep our entrance area clear of ice and snow.
  • We place standing signs out of the way to avoid tripping hazards.
  • We use both audio and visual cues to inform customers it is their turn to be served.
  • Alternatives to our accessibility features include our online service with home delivery

6. Notice of Disruptions in Service

We let the public know when and why an accessibility feature is temporarily unavailable, how long it will be unavailable, and other ways to access our goods and services.

Practices and Measures:

  • Service disruptions may occur due to reasons that may or may not be within the control or knowledge of The Brick. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use The Brick's goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

    Notifications will include:

    In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:

    • goods or services that are disrupted or unavailable
    • reason for the disruption
    • anticipated duration
    • a description of alternative services or options

    Notifications Options:

    When disruptions occur, The Brick will provide notice by:

    • posting notices at the main entrance and the nearest accessible entrance to the service disruption and/or on The Brick website;
    • contacting customers with appointments;
    • verbally notifying customers when they are making an appointment; or
    • by any other method that may be reasonable under the circumstances.

7. Feedback

We welcome and respond promptly to feedback we receive on the accessibility of our goods and services. We document the actions we take to respond to the feedback we receive, and that information is available on request in a format that meets the individual’s communication needs.

Practices and Measures:

  • The Brick shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and notice of the process will be made available on the premises.
  • Customers who wish to provide feedback by completing an onsite customer feedback form or want to complete it verbally can do so with any Brick Customer Service employee. Customers that provide formal feedback with any concerns or complaints will be addressed.

8. Training

We provide the required training on accessible customer service to employees and management.

We are trained on:

  • How to interact and communicate with people who face barriers to accessing goods and services, use assistive devices, are assisted by a support person and/or are assisted by a service animal.
  • How to use any equipment or assistive devices that are available on-site.
  • An overview of The Accessibility for Manitobans Act, The Human Rights Code (Manitoba), and the Customer Service Standard.
  • Our organizational policies, practices and measures, including updates or changes.

Practices and Measures:

  • The Brick will provide training as soon as practicable. Training will be provided to new employees, agents and/or contractors who deal with the public or act on our behalf. Revised training will be provided in the event of changes to legislation, procedures and/or practices.
  • The Brick will keep a record of training that include the dates the training was provided and the number of employees who completed the training.

9. Record of Policies

We keep a written record of our accessibility and training policies. Our written documents include a summary of our training material and when training is offered. We let the public know that our written policies are available on request.

Practices and Measures:

  • We let the public know that our accessibility and training policies are available in the following ways:
    • posted on website
    • posted at our building entrance or reception desk and/or in high traffic areas
    • through employees or management (in person or by phone)
  • We provide our policies within a reasonable timeframe, at no cost, and in a format that meets the needs of the individual.

This policy and its related procedures will be reviewed as required in the event of legislative changes.