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Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

Effective Date: January 1, 2012

Janes Family Foods Ltd. is committed to excellence in serving all customers including people with disabilities.

Assistive Devices

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Janes Family Foods Ltd.


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. A customer with a disability that is accompanied by a guide dog, service animal or service dog will be allowed access to parts of our premises that are open to the public (such as our front offices) unless otherwise excluded by law.

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. 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, Janes Family Foods Ltd. 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 entrance door of the premises.

Training for staff

Janes Family Foods Ltd. will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. A list of positions for which training will be provided is available upon request.

This training will be provided to staff on the date of hire, or during the orientation process.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07
  • Janes Family Foods Ltd.’s plan related to the Customer Service Standard
  • Instructions on how to interact and communicate with people with various types of disabilities
  • Instructions on how to interact with people with disabilities including those who:
    • use assistive devices
    • require the assistance of a guide dog, a service animal or a service dog, or
    • require the use of a support person (including the handling of admission fees)
  • Instructions on how to use various assistive devices that are available on site and may help with providing goods or services to people with disabilities
  • What to do if a person with a disability is having difficulty in accessing Janes Family Foods Ltd.’s goods and services

Revised training will be provided in the event of changes to legislation, procedures and/or practices.

Feedback process

Customers who wish to provide feedback on the way Janes Family Foods Ltd. provides goods and services to people with disabilities can do so:

3340 Orlando Drive Mississauga, Ontario L4V 1C7

All feedback will be directed to Human Resources.

Customers that provide formal feedback will receive (within 30 days) acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

Complaints will be addressed according to our organization’s regular complaint management procedures.

Notice of Availability and Format of Documents

Janes Family Foods Ltd. shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customers’ disability. Notification will be given by posting the information in a conspicuous place owned and operated by Janes Family Foods Ltd., on Janes’ website and/or any other reasonable method.

Modifications to this or other policies

In the event of legislative changes, this policy and its related procedures will be reviewed as required. Any policy of Janes Family Foods Ltd. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

For more information regarding accessibility, please visit: ontario.ca/AccessON.