Cataraqui Pet Hospital

"Providing experience, skill, and compassionate care for your companion."

Cataraqui Pet Centre Accessable Customer Service Plan

Cataraqui Pet Centre: Accessable Customer Service Plan

Providing Goods and Services to People with Disabilities




Staff Training:

Cataraqui Pet Centre will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf.


Individuals in the following positions will be trained:

Cataraqui Pet Hospital: Reception, Vet. Assistants, Vet Techs., Office Managers, Veterinarians. (Co-op/work placement students from high school or St. Lawrence College, as well as kennel staff will be excluded from training as they do not have any contact with clients).

Urban Paws and Urban Paws Downtown: All staff (sales persons and managers)

Are You a Dirty Dog: All staff (excluding co-op students as they do not have any contact with clients)


This training will be provided to staff within 2 weeks of the start of employment.


Training wil include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • 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 TTY via a Telecommunications Relay Service to communicate with clients who are deaf or hard of hearing.


Feedback Process:

Customers who wish to provide feedback on the way Cataraqui Pet Centre provides goods and services topeople with disabilities can contact us via:



  • Cataraqui Pet Hospital: (613) 384-0986
  • Urban Paws: (613) 384-0987
  • Urban Paws Downtown: (613) 547-2323
  • Are You a Dirty Dog: (613) 384-8255


Letters may be addressed to:

Cataraqui Pet Centre

1183 Midland Avenue,

Kingston ON


C/O Tim Keller or Jennifer Allan


Feedback may also be given in person by asking at the desk to speak with a manager, during regular business hours.


All feedback will be directed to the owner/operators Tim Keller and Jennifer Allan. Customers can expect to hear back in 3 business days. Complaints will be addressed according to Cataraqui Pet Centre's regular complain management procedures.


2015 Vet Team
2015 Vet Team

Did You Know?

An important role of the veterinarian is to develop a partnership with pet owners that will pave the way for a lifelong health care plan. A wellness program can help prevent the onset of disease or catch it early enough to minimize the impact on the animal's health. 

We provide an evidence-based wellness program that encourages optimal health throughout your pet's life stages.

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