Accessibility for Ontarians with Disabilities Act

Dear Employees & Customers

This letter is to inform you about the Accessibility for Ontarians with Disabilities Act. The Act was passed in 2005 and the intention is to make Ontario completely accessible by 2025. There are five standards that are outlined in the Act: customer service; the built environment (building and structures); employment; information and communications; and transportation. The first standard that is required to be met under this legislation is the Accessibility Standard for Customer Service which is intended to ensure that individuals with disabilities will receive fully accessible, high quality customer service. All organizations that have more than one employee are required to comply with this standard by January 1, 2012.
Our organization will be rolling out new policies, procedures and training for all employees in order to report compliance for January 1, 2012. The policies, practices and procedures for providing compliant customer service are outlined below.

A policy that complies with the Accessibility Standard for Customer Service has been created by Oakville Toyota and outlines: the provision of goods and services to persons with disabilities; the use of assistive devices; the use of guide dogs, service animals and service dogs; the use of support persons; notice of service disruptions; customer feedback; training; and the notice of availability and format of documents.
In order to comply with the Accessibility Standard for Customer Service, Oakville Toyota will develop strategies that consider customers and take into account individual disabilities. Customers will be able to use their own personal assistive devices when accessing Oakville Toyota’s goods and services, and in the event that the assistive device presents a safety concern or where accessibility might be an issue, Oakville Toyota will take every reasonable measure to ensure access of goods and services by the customer.

Customers with disabilities will also be able to be accompanied by a guide dog, service dog and/or service animal unless prohibited by law. If the animal is prohibited by law, Oakville Toyota will take reasonable measures to ensure the customer has access to the goods and/or services required. Any customers that require the assistance of a support person may be accompanied while accessing the goods and services of Oakville Toyota. In the event of a service disruption, Oakville Toyota must include the reason, anticipated duration and alternative options to access goods and services.

Oakville Toyota will also develop a process for accepting customer feedback, including how it will be recorded, responded to and handled. Information will be made available to customers about Oakville Toyota’s feedback process. All employees of Oakville Toyota who are involved in the development and approval of customer service policies, practices and procedures will be trained on the required provisions.

In addition to the above requirements, all Oakville Toyota employees will be trained on the following in order to ensure compliance to the Act:

  • Accessibility for Ontarians with Disabilities Act, 2005.
  • Accessibility Standards for Customer Service, Ontario Regulation 429/07.
  • How to interact and communicate with customers with various types of disabilities.
  • How to interact with people with disabilities who use assistive devices; require the assistance of a guide dog, service animal or service dog; or require the use of a support person.
  • How to use equipment or devices that are available at your premises or that may help customers with disabilities.
  • What to do if a customer with a disability is having difficulty accessing your service.
  • Developed policies, procedures and practices surrounding the legislation.

All records of training including the dates training was provided and the number of employees who attended will be required in order to meet reporting compliance.

If you require any further information about the Accessibility for Ontarians with Disabilities Act or the Accessibility Standard for Customer Service please contact Nial Boatswain.

Sincerely,

Nial Boatswain
General Manager
905.842.8400 ext.3247
nialb@oakvilletoyota.ca