Accessible Customer Service Plan

L’Occitane en Provence’s Commitment

L’Occitane en Provence, Canada strives at all times to provide its goods & services in a way that respects the dignity and independence of people with disabilities.  We are also committed to providing people with disabilities with the same opportunity to access our goods and services and to benefit from the same services, in the same place and in a similar way as other customers.


Providing Goods & Services to People with Disabilities

L’Occitane en Provence is committed to providing outstanding customer service to all customers including those with disabilities.  We will carry out our functions and responsibilities in the following areas:


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 and services.



We will communicate with people with disabilities in ways that take into account their disability.


Service Animals

We welcome people with disabilities and their service animals.  Service animals are allowed on the parts of our premises that are open to the public.  If a customer does not have documentation for their service animal but it appears to be reasonable that the animal is providing assistance, the animal should be permitted on L’Occitane en Provence’s premises (except in circumstances where animals are excluded by law).  If it does not appear to be a service animal, customers should be notified that only service animals are permitted on the premises.


Support Persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.  Fees will not be charged for support persons.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to service or facilities for customers with disabilities: entrance to boutique, L’Occitane en Provence 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 service, if available.


The notice will be placed in the Boutique front window.


Training for Staff

L’Occitane en Provence will provide training to all employees and others who deal with the public or other third parties on their behalf.


Individuals in the following positions will be trained:

  • Boutique Managers and Sales Associates
  • Head Office Employees


This training will be provided to all staff and new staff within their probationary period.


Training will include:

  • An overview of L’Occitane’s Accessibility Plan, and the requirements of the customer service standard.
  • L’Occitane en Provence’s plan related to the customer service standard.
  • 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 L’Occitane en Provence’s goods and services.


Staff will also be trained when changes are made to the plan.


Feedback Process

Customers who wish to provide feedback on the way L’Occitane en Provence provides goods and services to people with disabilities can by calling our customer service representative or by completing the contact us section on our website.  All feedback will be directed to the customer service representative and/or human resources.  Customers can expect to hear back in 3 business days.


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


Modifications to this or other policies

Any policy of L’Occitane en Provence that does not respect or promote the dignity and independence of people with disabilities will be modified or removed.