Acura Pickering’s Accessibility Policies
Accessibility Policies
Statement of organizational commitment
Acura Pickering is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.
Training
We are committed to training staff and volunteers in Ontario’s accessibility laws and aspects of the Ontario Human Rights Code that relate to persons with disabilities. We will train our employees and volunteers on accessibility as it relates to their specific roles.
Procurement
We will incorporate accessibility criteria and features when procuring or acquiring goods, services or facilities, including self-serve kiosks. If it is not possible and practical to do so, we will provide an explanation upon request.
We will communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication support.
We will also meet internationally recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.
Employment
We will notify employees, potential hires and the public that accommodations can be made during recruitment and hiring. We will notify staff that support is available for those with disabilities. We will put in place a process to develop individual accommodation plans for employees.
Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. Our performance management, career development and redeployment processes will take into account the accessibility needs of all employees. Note: This only applies to organizations that already have these processes in place.
Design of Public Spaces
Note: This section may not apply to all organizations.
We will meet accessibility laws when building or making major changes to public spaces.
Public spaces include:
• Outdoor paths of travel, like sidewalks, ramps, stairs, curb ramps, rest areas and accessible pedestrian signals
• Accessible off-street parking
• Accessible on-street parking
• Service-related elements like service counters, fixed queuing lines and waiting areas
We will put procedures in place to prevent service disruptions to the accessible parts of our public spaces.
Changes to existing policies
We will modify or remove an existing policy that does not respect and promote the dignity and independence of people with disabilities.
Acura Pickering’s Customer Service Policy
Accessible Customer Service Policy
Acura Pickering is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.
Acura Pickering understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.
Acura Pickering is committed to complying with both the Ontario Human Rights Code and the AODA.
Acura Pickering is committed to excellence in serving all customers including people with disabilities. Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.
Assistive Devices
People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.
In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.
We will ensure that our staff are trained and familiar with various assistive devices we have on-site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities.
All staff will be trained within three months of their hire date via HR4 portal on best communication practices as well as scenario-based learning.
Communication
We will communicate with people with disabilities in ways that take into account their disability. This may include the following:
We will work with the person with a disability to determine what method of communication works for them.
Service animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.
A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.
A regulated health professional is defined as a member of one of the following colleges:
• College of Audiologists and Speech-Language Pathologists of Ontario
• College of Chiropractors of Ontario
• College of Nurses of Ontario
• College of Occupational Therapists of Ontario
• College of Optometrists of Ontario
• College of Physicians and Surgeons of Ontario
• College of Physiotherapists of Ontario
• College of Psychologists of Ontario
• College of Registered Psychotherapists and Registered Mental Health Therapists of
Ontario If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:
• explain why the animal is excluded
• discuss with the customer another way of providing goods, services or facilities
Support persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
We will notify customers of this by posting a notice in the following location(s):
At the different departments (sales, service, parts, and body shop – if applicable)
In certain cases, Acura Pickering might require a person with a disability to be accompanied by a support person for the health or safety reasons of:
• the person with a disability
• others on the premises
Before making a decision, Acura Pickering will:
• consult with the person with a disability to understand their needs
• consider health or safety reasons based on available evidence
• determine if there is no other reasonable way to protect the health or safety of the person or others on the premises
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Acura Pickering will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
The notice will be made publicly available in the following ways:
• Dealership Website
• Social Media Pages
• Posted at the dealership entrances
Training
Acura Pickering will provide accessible customer service training to:
• all employees and volunteers
• anyone involved in developing our policies
• anyone who provides goods, services or facilities to customers on our behalf.
Staff will be trained on accessible customer service within 3 months after being hired.
Training will include:
• purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• Acura Pickering policies related to the customer service standard
• how to interact and communicate with people with various types of disabilities
• how to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
• how to use the equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities.
• what to do if a person with a disability is having difficulty in accessing Acura Pickering goods, services or facilities
Staff will also be trained when changes are made to our accessible customer service policies.
Feedback process
Acura Pickering welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.
Customers will be notified of how to provide feedback in the following ways:
Via Websites, social media pages, and contacting the individual dealership.
Customers who wish to provide feedback on the way Acura Pickering provides goods, services or facilities to people with disabilities can provide feedback in the following way(s):
Via the company website, social media pages, and directly calling the dealership.
All feedback, including complaints, will be handled in the following manner:
Feedback will be directed to the Joint Health and Safety Committee along with the General Manager of the respective dealership to assess.
Customers can expect to hear back within 5-10 business days.
Acura Pickering will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.
Notice of availability of documents
Acura Pickering will notify the public that documents related to accessible customer service, are available upon request by posting a notice in the following location(s)/way(s):
Via website, social media accounts and at the dealership.
Acura Pickering will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.
Modifications to this or other policies
Any policies of Acura Pickering that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.
