Customer Service Policy
Darcon is committed to diversity, inclusion and accessibility in everything we do. These core values are fundamental to the way we do business and come through in the experiences we design for people. In compliance with the Accessibility for Ontarians with Disabilities Act (AODA), Darcon wishes to make available our customer service policy.


It is the policy of Darcon that all of our locations are committed to providing accessibility and equitable customer service to each and every one of our diverse and valued contractors and suppliers. We strive to design and operate our stores so that they are accessible to all persons with disabilities, and we are committed to providing services in a manner that respects the dignity and independence of persons with disabilities.


Service Animals
Persons with disabilities may enter any Darcon Inc. premises accompanied by a service animal and keep the animal with them, if the public has access to such premises, and the animal is not otherwise excluded by law. While visiting Darcon it is the responsibility of the person with a service animal to control the animal at all times.

Support Persons
Persons with disabilities may enter Darcon premises accompanied by a support person and may have access to that support person at all times. As long as they comply with the Ministry of Labour Health and Safety requirement for a construction jobsite.

Darcon may require a person with a disability to be accompanied by a support person while on Darcon premises in situations where it is necessary to protect the health and safety of the person with a disability, or the health and safety of others on the premises.

Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of a support person.


Darcon will make reasonable effort to provide contractors and suppliers with notice in the event of a disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, and its anticipated duration, and a description of alternative facilities or services, if available. We may not be able to give advance notice in case of an emergency disruption.

In order to make information accessible, the signs and printed notices should be clearly laid out. The signs and printed notices will be displayed prominently at the entrance to the Darcon facilities.


Darcon will aim to ensure that all persons to whom this policy applies receive training as required by the Accessibility Standards for Customer Service. In addition, training will be provided on a continuous basis to all newly hired employees of Darcon as part of our onboarding process.

A record of training received by Darcon employees will be kept by the partner resources department. Training will include:


Darcon welcomes feedback, including feedback about the delivery of our services to persons with disabilities. Darcon will investigate and respond to all complaints relating to such services in a timely, thorough and objective manner. All contractor and suppliers can submit feedback or questions to (905) 731-7363 or by email at


Darcon is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Darcon retains the right to amend or change this policy at any time; however, any such change will only be made after considering the impact on people with disabilities. For more information: