Brandon MCC Thrift Shop



Brandon MCC Community Assistance Centre

The Brandon MCC Thrift Shop

Accessible Customer Service Policy



The Brandon MCC Thrift Shop

Date of first approval:

April 11, 2019

Date updated:

To be reviewed April 11, 2021


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.

Removing and preventing barriers to customer service throughout our organization will be an ongoing process.

If a barrier to accessing our goods or services cannot be removed, we seek to provide alternate ways to access the goods or services. 

The following policy statements, organizational practices and measures are intended to meet the requirements of the Accessibility Standard for Customer Service.

This policy applies to all board members, employees, volunteers, and management.


1:  Meet communication needs.


Policy Statement:

We strive to meet the communication needs of our customers, donors, partners, volunteers, board members and staff.

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
    • captioning is included on videos that are shared on the website and social media
  • Communication materials such as websites and print materials currently do not all use plain language or are available in alternate formats. We are committed to working towards having all communication materials available in alternate formats.
  • We use signs and documents that are easy to read, including using larger fonts and colour contrast, and ensuring messages are not printed on images.
  • We write signs and documents in plain language.


2:  Accommodate the use of assistive devices.

Policy Statement:

We accommodate the use of assistive devices when customers, donors, partners, volunteers, board members and staff are accessing our facilities.


Practices and Measures:

  • We do not touch or move customers’, donors’, partners’, volunteers’, board members’ and staff’s assistive devices without permission.
  • We currently do not have assistive devices. Upon completion of our expansion project we will be trained in how to use the assistive devices that we plan to provide, including
    • automatic doors
  • 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:  Welcome support persons.

Policy Statement: 

We welcome support persons and waive admission fees for support persons where they are applicable. 

Practices and Measures:

  • We address the individual not the support person, unless requested by the individual to do otherwise.
  • We make space for support persons on-site and ensure customers, donors, partners, volunteers, board members and staff members have access to their support persons at all times.
  • We waive admission fees for support persons where they are applicable.




4:  Allow service animals.


Policy Statement: 

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 do not inquire about the disability.
  • 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, we explain why the animal cannot enter the space and discuss with the person another way of providing goods or services.
  • If there is an allergy or fear of the animal, accommodations will be made with clear communication and respect for both parties.

5:  Maintain accessibility features.


Policy Statement: 

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 hallways, aisles, entrance, point of sales, and meeting rooms clear of clutter.
  • 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.
  • We take good(s) to the customer, donor, partner, volunteer, board members and staff when our premises and structures are not accessible.
  • Alternatives to our accessibility features include:
    • Personal shoppers
  • Our accessibility features affected by this policy include hallways, aisles, and entrances, point of sales, meeting rooms, accessible washrooms, future automatic doors, and future ramp.


6. Let the public know when and why an accessibility feature is unavailable.

Policy Statement: 

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:

  • If one of our accessibility features becomes temporarily unavailable, we prepare and post a notice about the disruption, the reason for the disruption, how long it will last, and whether there are other ways we can provide access to our goods and services.
  • If requested, we will work with the individual to find other ways to provide goods and services.
  • We let the public know about disruptions by posting information at our point of sales, entrances, and at the location of the disruption.


7. Welcome and respond promptly to feedback.

Policy Statements: 

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:

  • We invite feedback in the following ways:
    • Visiting the point of sales or by contacting us by phone, email, or through the website.
  • All feedback is directed to the general mailbox and forwarded to the Manager, who will determine what action, if any, should occur.
  • If the feedback requires us to follow-up, the individual is notified that the request is being reviewed and when they can expect a response.
  • We let the individual know what action we will take to address their feedback, if any.
  • We respond to feedback in a way that meets the communication needs of the individual.


8:  Provide the required training to board members, employees, volunteers and management.


Policy Statements: 

We provide the required training on accessible customer service to board members, employees, volunteers and management.

Summary of Training:

  • 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:

  • We train new board members, employees, volunteers and management within one month after hiring.
  • We provide refresher training on a yearly basis, including updates to policies, practices and measures. The Manager tracks which staff members have and have not received this training.
  • When staff members receive additional training they inform the Manager who keeps a record of who has taken training and when.
  • Feedback on the accessibility of our goods and services is addressed in regular staff meetings.


9: Keep a written record of accessibility and training policies


Policy Statements: 

We keep a written record of our accessibility and training policies and let the public know our accessibility and training 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 mail entrance(s)
    • through board members, employees, volunteers and 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.
  • Contact

    414 Pacific Avenue
    Brandon, MB R7A0H5



    Monday to Friday 10:00 am - 6:00 pm

    Saturday  10:00 am - 4:30 pm 



    Monday to Friday  9:00 am until alloted space is full or 5:00 pm

    Saturday  10:00 am - 4:00 pm (or when full)

    *Please bring donations to receiving door located in West Wing of shop.