Overview

Customers with physical or mental disabilities deserve the same high level of service given to any other customer. At Gap Inc. we believe this is simply common courtesy as well as good customer service.

All goods and services provided by Gap Inc. shall follow the principles of dignity, independence, integration and equal opportunity.

Assistive Devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. Although Gap Inc. does not provide assistive devices in our facilities, persons with disabilities may use their own assistive devices as needed when accessing goods or services provided by Gap Inc.

Communication

We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

Service animals and support persons

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Gap Inc. premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Gap Inc. does not charge admission fees to customers or support persons.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Gap Inc. 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.

When disruptions occur Gap Inc. will provide notice by:

• Posting notices in conspicuous places including at the point of the disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the Gap Inc. website
• Contacting customers with appointments;
• Verbally notifying customers when they are making a reservation or appointment; or
• By any other method that may be reasonable under the circumstances.

Training for staff

Gap Inc. will provide training to employees, volunteers and others who deal with the public or other third parties on its behalf; for example, all salespersons, drivers, vendors, event operators, call centers and third party marketing agents.

Training will also be provided to those who are involved in the development and approval of customer service policies, practices and procedures.

Training will be provided as soon as practicable and will be included in new hire orientation. Revised training will be provided in the event of changes to legislation, or changes to Gap Inc. procedures and/or practices related to customers with disabilities.

Gap Inc. will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• Gap Inc.’s accessible customer service plan.
• How to interact and communicate with people with various types of disabilities
• How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
• What to do if a person with a disability is having difficulty in accessing Gap Inc.’s goods and services
• Staff will also be trained when changes are made to your accessible customer service plan.

Feedback process

The ultimate goal of Gap Inc. is to meet and surpass customer expectations. Gap Inc. welcomes feedback on how we provide accessible customer service to people with disabilities. Customers who wish to provide feedback on the way Gap Inc. provides goods, services or facilities to people with disabilities can speak to store personnel or contact Customer Relations via phone, email or letter. This feedback will help us identify opportunities and respond to concerns.

All feedback, including complaints, will be directed to Customer Relations team for each brand:

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

Customers can expect to hear back within 7 business days.

Gap Inc. will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

Notice of availability of documents

Gap Inc. will notify the public that documents related to accessible customer service, are available upon request by posting a notice on Gap Inc's website.

Gap Inc. will provide or arrange for accessible formats or communication supports that are suitable for persons with a disability, upon request, at no extra cost and in a timely manner. Requesting persons will be consulted as to the suitability of the format or communication support offered.

Modifications to this policy

Gap Inc. is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of Gap Inc. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Questions about this policy

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to, Customer Relations listed above.