Accessible Customer Service Policy and Procedures
This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.
All goods and services provided by Orangeville Nissan shall follow the principles of dignity, independence, integration and equal opportunity.
a) This policy applies to the provision of goods and services at premises owned and operated by Orangeville Nissan.
b) This policy applies to employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of Orangeville Nissan (including when the provision of goods and services occurs off the premises of Orangeville Nissan such as in: delivery services, call centers, vendors, drivers, catering and third party marketing agencies.
c) The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of goods and services that take place at premises owned and operated by Orangeville Nissan.
d) This policy shall also apply to all persons who participate in the development of the Orangeville Nissan's policies, practices and procedures governing the provision of goods and services to members of the public or third parties.
Assistive Device - is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.
Disability - the term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:
- any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a service animal or in a wheelchair or other remedial appliance or device;
- a condition of mental impairment or a developmental disability;
- a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
- a mental disorder; or
- an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
Guide Dog, Service Animal, and Service Dogs: are all welcome at Orangeville Nissan
Support Person - as reflected in Ontario Regulation 429/07, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.
General Principles and Procedures
A. The Provision of Goods and Services to Persons with Disabilities
Orangeville Nissan will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:
- ensuring that all customers receive the same value and quality;
- allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
- using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
- taking into account individual needs when providing goods and services; and communicating in a manner that takes into account the customer's disability.
B. Assistive Devices brought by Customers
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Orangeville Nissan
In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services. For example, open flames and oxygen tanks cannot be near one another. Therefore, the accommodation of a customer with an oxygen tank may involve ensuring the customer is in a location that would be considered safe for both the customer and the business.
- Guide Dogs, Service Animals and Service Dogs
A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. Orangeville Nissan does not have a "No Pet" policy.
If a health and safety concern presents itself for example in the form of a severe allergy to the animal, Orangeville Nissan will make all reasonable efforts to meet the needs of all individuals.
E. Support Persons
If a customer with a disability is accompanied by a support person, Orangeville Nissan will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.
There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations Orangeville Nissan will make every reasonable attempt to resolve the issue.
In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.
F. Notice of Disruptions in Service
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Orangeville Nissan. In the event of any temporary disruptions to facilities or services that customer's with disabilities rely on to access or use Orangeville Nissan's goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.
Notifications will include:
In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:
· goods and services that are disrupted or unavailable
· reason for the disruption
· anticipated duration
· a description of alternative services or options
When disruptions occur Orangeville Nissan will provide notice by:
· posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the Orangeville Nissan website;
· outlining the extent of the interruption, the expected duration of the interruption, and alternatives available to the customer during the disruption.
· contacting customers with appointments;
· verbally notifying customers when they are making a reservation or appointment; or by any other method that may be reasonable under the circumstances.
G. Feedback Process
Orangeville Nissan shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and notice of the process will be made available by (insert ways in which the process will be publicized). Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request.
Customers can submit feedback to:
· Jamie Patterson, General Manager
· 519-940-0222, toll free 1-877-522-9202
· 633224 Hwy 10, Mono, ON L9W 5P7
Customers may provide feedback by completing an onsite customer feedback form or verbally and can do so to any Orangeville Nissan employee. Reception has Customer Feedback forms available for feedback both in regular and large print.
Customers that provide formal feedback will receive prompt acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
Training will be provided to:
a) all employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of Orangeville Nissan; for example: salespersons, drivers, vendors, event operators, call centers, and third party marketing agents; and,
b) those who are involved in the development and approval of customer service policies, practices and procedures.
As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:
- A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
- A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
- Instructions on how to interact and communicate with people with various types of disabilities.
- Instructions on how to interact with people with disabilities who:
- use assistive devices;
- require the assistance of a guide dog, service dog or other service animal; or
- require the use of a support person.
- Instructions on what to do if a person with a disability is having difficulty accessing your services.
- Orangeville Nissan's policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.
Orangeville Nissan provides training to all employees. Training will be provided to new employees during orientation. Revised training will be provided in the event of changes to legislation, procedures and/or practices.
Record of Training:
Orangeville Nissan will keep a record of training that includes the dates training was provided and the number of employees who attended the training.
I. Notice of Availability and Format of Documents
Orangeville Nissan shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer's disability. Notification will be given by posting the information in a conspicuous place owned and operated by Orangeville Nissan, the Orangeville Nissan's website and/or any other reasonable method
If you have any questions or concerns about this policy or its related procedures please contact:
· Jamie Patterson, General Manager
· 519-940-0222, toll free 1-877-522-9202
· 633224 Hwy 10, Mono, ON L9W 5P7
This policy and its related procedures will be reviewed as required in the event of legislative changes.