DEIA, Human Rights, Anti-Harassment and Anti-Discrimination Policy

Phoenix Coffee Company Inc. is an owner-operated business committed to diversity, equity, inclusion and accessibility (DEIA). Everyone who shops with us, contacts us or works with us deserves to be treated with dignity. We welcome people of all backgrounds and identities, including 2SLGBTQIA+ people and people with disabilities.

Where this policy applies

This policy applies to interactions with Phoenix Coffee through our online store, customer service, social media channels we manage, order pickups and events we host. It applies to customers, visitors, the owner and anyone representing Phoenix Coffee in those interactions.

How we treat one another

We do not tolerate discrimination, harassment, sexual harassment, bullying, intimidation, threats or violence. This includes identity-based slurs, unwanted sexual comments or advances, and repeatedly targeting someone because of who they are. We respect the names and pronouns people ask us to use.

Under the Ontario Human Rights Code, people have the right to equal treatment in goods, services and employment on the grounds the Code protects. We are committed to equal access to our goods and services regardless of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, marital or family status, disability or any other ground protected by applicable law. Questions, complaints and respectful disagreement are welcome.

Accessibility, autonomy and consent

We plan for people with visible and non-visible disabilities to shop and take part alongside everyone else. We speak directly to you, including when you’re with a support person. We ask before helping or touching you or your mobility equipment, follow your directions and respect your decision to decline. You can choose how you participate and who supports you.

If you hit a barrier on our website, at checkout or when contacting us, please tell us what would work for you. You can ask for an accessible format, communication support or another way to order, arrange pickup or share feedback. Use the email or phone listed below and tell us how you’d prefer to hear back. We’ll work with you on a suitable option without an extra charge for the accommodation. We’ll ask only for the information we need to respond, and we’ll handle it privately. For most requests, telling us what would help is enough.

Accessibility at Phoenix events

For events we host, we choose venues where we can verify a continuous, usable step-free route from arrival to the actual event space and an accessible washroom on that route. We check entrances, lifts where needed, seating and circulation, and emergency exit arrangements. We confirm those details with the venue, recheck the setup before people arrive and make a backup plan. If a required route or facility becomes unavailable, we’ll use a verified alternative or postpone or cancel the event.

We share practical access details ahead of time, including how to arrive and enter, washroom and seating arrangements, and known sensory conditions such as loud sound or flashing lights. We’ll share changes as soon as we can. Assistive devices and support persons are welcome, and service animals are welcome where permitted by law. If a legal restriction applies, we’ll work with you on another way to access the service. We ask before taking or sharing identifiable photos of attendees, and you can decline and still take part.

Workplace commitments

Phoenix Coffee is run by its owner. If the business recruits or brings on workers, Phoenix will provide fair hiring and reasonable accommodation and uphold applicable employment, health and safety, and labour rights. These include fair pay and statutory leaves, the right to raise safety concerns or refuse unsafe work as provided by law, and the right to organize and exercise workplace rights without reprisal.

How to raise a concern

Email guestservices@arisingfromfire.com or call 416-951-3473 to reach the owner. You can use either option to request a different way to report a concern. If you’re comfortable, tell us what happened, when and where it happened, and how you’d like us to contact you. Share only what’s needed for us to understand and respond.

We’ll review concerns promptly and fairly. We’ll share information only as needed to look into the matter, take appropriate action or meet legal obligations. We prohibit retaliation for raising a concern in good faith, asking for an accommodation or taking part in a review.

Depending on the circumstances, we may remove abusive content, limit access to a channel we manage or end an unsafe interaction. We’ll act in keeping with applicable law and customer rights.

Independent help in Ontario

If your concern involves the owner, or you prefer to speak to someone outside Phoenix Coffee, you can seek help directly. External processes may have their own deadlines. For discrimination or related human rights concerns, contact the Human Rights Legal Support Centre for legal assistance or the Human Rights Tribunal of Ontario for information on filing an application. Ontario also provides information on reporting workplace health and safety concerns and on employment standards and claims. For an immediate threat to safety, call 911.