Accessible Information Policy1. Purpose1.1. The Car Nation Canada Family of Dealerships (The Dealerships) respectfully acknowledges the independence, dignity, integration and equal opportunity afforded to those with disabilities.
1.2. With that in mind, the purpose of this Policy is to promote continuous improvement in customer service by ensuring The Dealerships provides a professional sales and service environment that is accessible to all persons, including those with disabilities.
1.3. We are committed to ensuring equal access and participation for people with disabilities.
1.4. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence.
1.5. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner.
1.6. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario's accessibility laws, AODA.
2. Mission Statement
2.1. At Car Nation Canada, our Family of Dealerships provides industry leading automotive sales and service experiences by treating every customer and employee like family. We exceed expectations by providing superior customer service, supporting our communities and employing the most talented people in the industry. You will come in as a customer and leave as family.
3. Definitions
3.1. AODA - Accessibility for Ontarians with Disabilities Act.
3.2. Persons with Disabilities - any person who has a disability as defined under the Human Rights Code.
3.3. HR Department - the Human Resources Department.
3.4. The Dealerships - Car Nation Canada family of dealerships.
4. Scope
4.1. This policy applies to all employees within the Dealerships and our visitors; it will outline the steps taken to ensure we continue to provide excellent customer service whenever a situation regarding the need for accommodation arises.
4.2. It is the responsibility of both employees of the Dealerships and visitors to ensure that we communicate and comply with this policy.
5. Policy
5.1. Assistive Devices
5.1.1. As a service provider, we are committed to accommodating all persons with disabilities and their companions by any means reasonable. Assistive devices may be used to access The Dealership's premises, unless there is a risk to the health and safety of the individual or others, or a security risk. This assistance can include, but may not be limited to:
5.1.1.1. Assistive Devices such as walkers, wheelchairs, canes, etc.
5.1.1.2. Communication needs such as visual, audio, sensory, etc.
5.1.1.3. Service animals such as seeing-eye-dogs, etc.
5.1.1.4. Personal support such as a relative, a PSW (Personal Support Worker), etc.
5.2. Information and Communication
5.2.1. The Dealerships will take steps to ensure that all publicly available information is accessible upon request. All publicly available information will be available in various formats to meet individual needs of customers with disabilities, within a reasonable timeframe, from the HR Department.
5.2.2. The company will take all reasonable steps to ensure that all website and content conform to the Web Content Accessible Guidelines 2.0, by the date specified in the AODA.
5.3. Notice of Service Disruptions
5.3.1. If there is a situation that occurs which prevents The Dealerships from being able to provide appropriate accessibility to all customers, notifications will be posted at all customer entrances. This notification will provide details of the reason for the disruption, what is being done in the interim and the expected duration of the disruption. Should there be an emergency temporary disruption; The Dealerships will not be able to give satisfactory notice.
5.4. Feedback Process
5.4.1. The Dealerships acknowledge that customers may wish to provide feedback based on a policy or service. The Dealerships encourage any person wishing to do so to e-mail the Dealerships or complete a Feedback Form obtained located on our company website through contact us. Customers will also be given the opportunity to provide alternate methods of feedback, such as verbally or over the telephone. All forms will be submitted to the HR department and the response given will take into account the person's disability and how best to address the situation.
5.5. Accessible Emergency and Public Safety Information
5.5.1. The Dealerships recognize that persons with disabilities may need assistance in various ways in order to gain access to emergency and public safety information. The Dealerships are committed to providing customers with publicly available emergency information, which will be available in accessible formats upon request. Furthermore, employees with disabilities will be provided with individualized emergency response information, when necessary.
5.6. Training
5.6.1. All employees of The Dealerships will be made aware of their duties and responsibilities when interacting with the public on behalf of the organization. Employees will participate in the self-paced information training provided by Service Ontario.
5.6.2. The training will ensure that employees are comfortable and educated about communicating appropriately and respectfully with customers who have various types of disabilities.
5.7. Recruiting, Selection, and Employment
5.7.1. The Dealerships are committed to providing equal and accessible employment practices. Accessible options will be provided throughout the entire recruitment cycle, to ensure that barriers in accommodation are eliminated. The public and staff will be notified that, when requested, The Dealerships will accommodate people with disabilities during the recruitment and selection process, and accommodations will continue when the candidate is hired.
5.7.2. Candidates will be notified about the accommodation policy via the company website or the recruiting website. The recruiter or hiring manager will consult with the candidate prior to a formal interview in order to determine any accommodation requirements.
6. For More Information and/or Contact Information
6.1. The Human Resources Department.
Phone: 519-753-9708
Fax: 519-286-0424
E-mail: [email protected]