Accessible Customer Service Standard - Manitoba

Charm Diamond Centres, operating under Charm Jewelry Ltd. (hereon referred to as “CJ Ltd”), is committed to
providing accessibility and exceptional customer service to every customer served. All products and services
provided by CJ Ltd shall follow the principles of dignity, independence, integration, and equal opportunity. We are
dedicated to ensuring every customer has an equal opportunity to access our products and services.
Under The Accessibility for Manitobans Act, we acknowledge the necessity of implementing accessibility
standards within our customer service policy.

We are dedicated to serving all customers, including individuals with disabilities, by eliminating any barriers that
may arise during business interactions. Our Accessible Customer Service Standard Policy focuses on the following

Meeting the Communication Needs of Customers
CJ Ltd will make every reasonable effort to ensure that its policies, practices, and procedures are consistent with
the principles of dignity, independence, integration, and equal opportunity by:

  • ensuring that all customers receive the same value and quality;
  • allowing customers with disabilities to do things in their own ways, at their own pace, when accessing goods and services as long as this does not present a safety risk;
  • using alternative methods, when possible, to ensure that customers with disabilities have access to thesame services, in the same place, and in a similar manner;
  • taking into account individual needs when providing goods and services; and
  • communicating in a manner that considers the customers disability.

Allowing Assistive Devices
Individuals with disabilities are welcome to use their personal assistive devices when accessing our goods and
services. If an assistive device raises safety concerns or poses accessibility challenges, alternative reasonable
measures will be implemented to ensure accessibility.

Welcoming Support Persons
If a customer with a disability is accompanied by a support person, CJ Ltd 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

Allowing Service Animals
A customer with a disability who is accompanied by a guide dog, service dog or service animal will be allowed
access to our premises that are open to the public. The customer who is accompanied by a service animal is
responsible for maintaining care and control of the animal at all times.

We understand that in Manitoba, an individual is NOT required to provide identification or certification to verify
an animal is a service animal.

Maintaining Barrier-Free Access and Accessibility Features
We understand customers with disabilities need easy access to our premises and we will ensure our public spaces
are organized so they are free of debris/clutter. CJ Ltd will provide customers with notice should there be a
disruption in any of our facilities or services. The notice will be placed at the entrance of our premises.

Accessible Customer Service Training
Training will be provided to all employees and contractors who deal with the public and act on behalf of CJ Ltd, as
well as those involved in developing and approving customer service policies, practices, and procedures. Training
will focus on the principles outlined in our Accessible Customer Service Standard Policy.

Training provisions include:

  • A review of the purpose of the Accessibility for Manitobans Act, 2013.
  • CJ Ltd policies, procedures, and practices on providing accessible customer service to customers with disabilities.
  • A review of the requirements of Manitoba’s Accessible Customer Service Standards Regulation.
  • Instruction on how to interact and communicate with people with various types of disabilities.
  • Instruction on how to interact with people with disabilities who:
  1. use assistive devices;
  2.  require the assistance of a guide dog, service dog or other service animal; or
  3. require the use of a support person

Inviting Customers to Provide Feedback
CJ Ltd will provide customers with the opportunity to provide feedback on the service provided to customers with
disabilities. Feedback forms, along with alternate methods of providing feedback, such as verbally (in-person or by
telephone) or written (handwritten, via our website or email), will be available upon request.
Customers who wish to provide feedback can do so by completing an onsite customer feedback form or verbally
to any CJ Ltd employee.

Alternatively, customers can submit feedback or direct questions or concerns about this policy or its related
procedures to:

Velvet Clarke, Director of Human Resources
140 Portland Street Dartmouth, NS B2Y 1J1
Phone: 902-463-7177

Customers who provide formal feedback will receive acknowledgement of their feedback, along with any
resulting actions based on the concerns or complaints that were submitted.
CJ Ltd’s Accessible Customer Service Policy and its related procedures will be reviewed as required in the event of
legislative changes.

Notice of Availability and Format of Documents
CJ Ltd shall notify customers that documents related to Manitoba’s Accessibility Standard for Customer Service,
including our Accessible Customer Service Policy, 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 CJ Ltd.