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Accessibility

IKEA CANADA RULE ON ACCESSIBLE CUSTOMER SERVICE 

IKEA is committed to providing goods and services to persons with disabilities in a way that is consistent with the principles of independence, dignity, integration, and equal opportunity. Our goal is to provide all customers, including those with disabilities, with the same opportunity to access and use IKEA's goods and services. If a barrier to accessing our goods and services cannot be removed, we will seek alternative ways to access the goods and services. 

This Accessible Customer Service Rule applies to the delivery of all goods and services by IKEA Canada and includes the requirements of The Accessibility for Manitobans Act: the Accessibility for Ontarians with Disabilities Act, 2005 and their Customer Service Standards.  

This Rule applies to all IKEA employees and volunteers as well as third parties who provide goods, services, or facilities on behalf of IKEA. 

Communication

IKEA will communicate with customers with disabilities in ways that take their disability into account.

Assistive Devices

Persons with disabilities will be permitted to obtain or use goods or services through the use of their own assistive devices. If an assistive device may pose a risk to health and safety of the customer or others on the premises, IKEA will accommodate the customer by providing an alternative where possible.  

IKEA will ensure that our employees are trained and familiar with various assistive devices that may be used by customers with disabilities when visiting our facilities. 

Service Animals

IKEA welcomes service animals that accompany people with disabilities. Services animals are free to access all areas of our premises that are open to the public except as otherwise disallowed by law.

If a service animal is excluded from the premises by law, then IKEA will ensure that other measures are made available to enable the customer with a disability to access or use the goods and services.

IKEA will ensure that all staff dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal. 

Support Persons

Support persons that accompany someone with a disability are permitted the same access to our facilities as the person they are accompanying. Any person with a disability who is accompanied by a support person will be allowed to enter IKEA's premises with their support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to their support person while on IKEA premises.  

In the event that a fee is charged in relation to a support person's presence on IKEA's premises, advance notice of the fee will be provided. 

Notice of Temporary Service Disruption

IKEA shall maintain facilities or services commonly used by customers with disabilities to access our goods and services, which may include elevators, accessible washroom stalls, and wheelchairs, in a manner that keeps such facilities and services available for use without impediment. 

If any services to accommodate disabled customers are interrupted in a way that would limit them from gaining access to IKEA's facilities, goods or services, customers will be notified. Notice of the temporary interruption will be placed on IKEA's website or another conspicuous location, and include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if available. 

Training

To create awareness and ensure compliance, IKEA will provide customer accessibility training to all of its employees and volunteers who work in Canada and provide goods or services, and all those who are involved in the development and approvals of customer service policies, practices and procedures.  

The training will include:

  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005; The Accessibility for Manitobans Act and the requirements of their respective Customer Service Standards.
  • 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 support person.
  • How to use personal assistive devices on premises to help with the provision of goods or services to people with disabilities.
  • What to do if a person with a disability is having difficulty accessing goods and services at IKEA

Training will be provided during orientation and on an ongoing basis when changes are made to these policies, practices and procedures. 

All documents relating to accessible customer service, including this Rule on Accessible Customer Service, will be made available, upon request. If the request is made by a customer with a disability, the documents will be provided in an accessible format that takes into account the customer's disability needs, within a reasonable time and at no cost.

Feedback

Customers may provide feedback about the accessibility of our goods, services and facilities by contacting IKEA's management. To reach us by mail, please send mail to: 

IKEA Canada Head Office
1065 Plains Road East
Burlington, ON
L7T 4K1

To contact us online click here. IKEA will make all reasonable efforts to respond promptly to feedback requests. 

Administration 

If customers or employees have any questions regarding this rule, they may contact us by email to the attention of the Equality Diversity & Inclusion Leader.