PETVALU Customer Service Policy for Serving Persons with Disabilities Our Commitment We are committed to providing our goods and services in a way that respects the dignity, independence, integration, and equality of opportunity for persons with disabilities. We are also committed to providing opportunities to persons with disabilities to access our goods and services and to benefit from our same goods and services, in the same place and in a similar manner as other customers.

Providing Goods and Services to People with Disabilities We are committed to providing outstanding customer service. This extends to the following areas

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.

Telephone Services We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will communicate with customers by e-mail if telephone communication is not suitable to their communication needs or it is not available.

Assistive Devices We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Use of Service Animals and Support Persons We welcome 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 staff, volunteers and others dealing with the public are trained in how to interact with people with disabilities who are accompanied by a service animal.

We welcome people with disabilities who are accompanied by a support person.  Any person with a disability who is accompanied by a support person may enter Pet Valu’s 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.

Notice of Temporary Disruption We will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services that are often used by people with disabilities.

Built Environment We are committed to facilitating barrier-free access to goods and services in our physical stores and providing alternative means of accessing our goods and services.

Website Accessibility Pet Valu is committed to facilitating the accessibility and usability of its website, https://www.petvalu.ca for all people. To that end, Pet Valu has implemented a process to constantly review and update https://www.petvalu.ca consistent with relevant portions of the World Wide Web Consortium’s Web Content Accessibility Guidelines 2.0 Level AA (“WCAG 2.0 AA”). You can find additional information about WCAG 2.0 AA here: WCAG 2.0 AA. For further information about Pet Valu's ongoing commitment to accessibility, you can read our Multi-Year Accessibility Plan or our Accommodation Policy for Pet Valu Employees for details.

Contact Customer Service With Your Accessibility Questions: If you have specific questions or concerns about the accessibility of https://www.petvalu.ca, please contact Customer Service at 1-800-PET-VALU (738-8258).