Accessible Customer Service Policy

Intent

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 Parts Canada Development Co. shall follow the principles of dignity, independence, integration and equal opportunity.

Scope

  1. This policy applies to the provision of goods and services at premises owned and operated by Parts Canada Development Co.
  2. This policy applies to employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of Parts Canada Development Co., including when the provision of goods and services occurs off the premises of Parts Canada Development Co. such as in: delivery services, call centers, vendors, drivers, catering and third party marketing agencies.
  3. The section of this policy that addresses the use of service animals only applies to the provision of goods and services that take place at premises owned and operated by Parts Canada Development Co.
  4. This policy shall also apply to all persons who participate in the development of the Parts Canada Development Co.'s policies, practices and procedures governing the provision of goods and services to members of the public or third parties.

Definitions

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 guide dog or other animal or on 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.

Service Animal — as reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if:

  • it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
  • if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

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.

A. The Provision of Goods and Services to Persons with Disabilities

Parts Canada Development Co. 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

Customer's own assistive device(s):

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Parts Canada Development Co.

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.

C. Service Animals

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. .No pet. policies do not apply to guide dogs, service animals and/or service dogs.

Recognizing a Service Animal:

If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, Parts Canada Development Co. may request verification from the customer. Verification may include:

  • a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
  • a valid identification card signed by the Attorney General of Canada; or,
  • a certificate of training from a recognized guide dog or service animal training school.

Care and Control of the Animal:

The customer that is accompanied by a service animal is responsible for maintaining care and control of the animal at all time.

Allergies:

If a health and safety concern presents itself for example in the form of a severe allergy to the animal, Parts Canada Development Co. will make all reasonable efforts to meet the needs of all individuals.

D. Support Persons

If a customer with a disability is accompanied by a support person, Parts Canada Development Co. 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.

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.

E. Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Parts Canada Development Co.. In the event of any temporary disruptions to facilities or services that customer's with disabilities rely on to access or use Parts Canada Development Co.'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 or services that are disrupted or unavailable
  • reason for the disruption
  • anticipated duration
  • a description of alternative services or options

Notifications Options:

When disruptions occur Parts Canada Development Co. 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 Parts Canada Development Co. website;
  • 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.

F. Feedback Process

Parts Canada Development Co. 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.

Submitting Feedback:

Customers can submit feedback to:

Stacey Morningstar, CHRP
Human Resources Manager
3935 Cheesefactory Road
London, ON
N6N 1G2
519-644-0202 ext 219
staceym@partscanada.com
www.partscanada.com

Customers who wish to provide feedback by completing an onsite customer feedback form or verbally can do so to any Parts Canada Development Co. employee.

Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

G. Training

Training will be provided to:

  1. all employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of Parts Canada Development Co.; for example: salespersons, drivers, vendors, event operators, call centers and third party marketing agents; and,
  2. those who are involved in the development and approval of customer service policies, practices and procedures.

Training Provisions:

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 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.
  • Parts Canada Development Co.'s policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.

Training Schedule:

Parts Canada Development Co. will provide training as soon as practicable. Training will be provided to new employees, volunteers, agents and/or contractor who deal with the public or act on our behalf (insert when such as, during orientation). Revised training will be provided in the event of changes to legislation, procedures and/or practices.

Record of Training:

Parts Canada Development Co. will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

Notice of Availability and Format of Documents

Parts Canada Development Co. 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 Parts Canada Development Co., the Parts Canada Development Co.'s website and/or any other reasonable method.

Administration

If you have any questions or concerns about this policy or its related procedures please contact:

Stacey Morningstar, CHRP
Human Resources Manager
3935 Cheesefactory Road
London, ON
N6N 1G2
519-644-0202 ext 219
staceym@partscanada.com
www.partscanada.com

This policy and its related procedures will be reviewed as required in the event of legislative changes.

Acknowledgement & Agreement

I, (Employee Name), acknowledge that I have read and understand the Accessibility Standards for Customer Service Policy of Parts Canada Development Co.. Further, I agree to adhere to this Policy and will ensure that employees working under my direction adhere to these guiding principles. I understand that if I violate this Policy, I may face corrective action, up to and including termination of employment.

Name:       ____________________________________
Signature:  ____________________________________
Date:       ____________________________________
Witness:    ____________________________________