Accessiblilty Standard for Customer Service
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Accessiblilty Standard for Customer Service

Revised: December 31, 2012


Purpose and Background

The Accessibility for Ontarians with Disabilities Act, 2005 (“the AODA”) is a Provincial Act with the purpose of developing, implementing and mandating accessibility standards in order to achieve accessibility for persons with disabilities, with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises. Under the AODA, Ontario Regulation 429/07, entitled “Accessibility Standards for Customer Service” (“the Regulation”), came into effect on January 1, 2008.


The Regulation establishes accessibility standards specific to customer service for private sector organizations that provide goods and services to members of the public or other third parties.

The objective of this policy is to identify what the equal treatment provisions of the Ontario Human Rights Code, through the AODA and the Regulation, require with respect to service delivery to persons with disabilities and addresses the following:


• The Provision of Goods and Services to Persons with Disabilities;

• The Use of Assistive Devices;

• The Use of Guide Dogs and Service Animals;

• The Use of Support Persons;

• Notice of Service Disruptions;

• Customer Feedback;

• Training;

• Notice of Availability and Format of Required Documents.


Statement of Commitment and Accountabilities



London City Chrysler is committed to providing a respectful, welcoming, accessible, and inclusive environment in the provision of goods and services for both customers/clients and employees alike. London City Chrysler is committed to, and strives to ensure that, the Accessibility for Ontarians with Disabilities Act (AODA), 2005, the standards and all other relevant legislation concerning accessibility, are rigorously observed. London City Chrysler ensures that all persons within its community are aware of their rights and responsibilities to foster an accessible and inclusive environment with and for persons with disabilities.


People with disabilities will be given an equal opportunity to obtain, use and benefit from London City Chrysler’s products and services in a way that is respectful of the dignity and independence of people with disabilities and in a manner which takes into account the person’s disability. All goods and services provided by London City Chrysler shall follow the principles of dignity, independence, integration and equal opportunity.


London City Chrysler is committed to becoming a barrier free environment and meeting the requirements of all existing legislation and its own policies and goals related to identifying, emoving and preventing barriers to people with disabilities that might interfere with their ability to make full use of the services provided by the dealership.




The London City Chrysler Management Team are accountable to and responsible for:


• Fostering open and constructive communication.

• Demonstrating sensitivity to and respect confidentiality of information.

• Raising awareness to facilitate understanding of the policy.

• Participating and co‐operating to facilitate workplace accommodation.

• Acting as a resource for all parties and participants.

• Supporting and educating employees in their obligations under the policy.



London City Employees are accountable to and responsible for:


• Participating and cooperating with all parties to facilitate workplace accommodation.



Covered under this policy are employees, volunteers, agents and/or contractors who deal with the public in Ontario. This policy applies in Ontario to the provision of goods and services at premises owned and/or operated by London City Chrysler as well as any interactions with employees and customer/clients via telephone, email or written mail.



Assistive Device:


Assistive devices include any 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 members and guests 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.




A key feature of the AODA is its definition of “disability”. Under the AODA, the definition of “disability” is the same as the definition in the Ontario Human Rights Code:


Any degree of physical disability, infirmity, malformation or disfigurement including, but not

limited to:


  • Diabetes mellitus;
  • Epilepsy;
  • A brain injury;
  • Any degree of paralysis;
  • Amputation;
  • Lack of physical coordination;
  • Blindness or visual impediment;
  • Deafness or hearing impediment;
  • Muteness or speech impediment; or
  • Physical reliance of 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 a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language.
  • A mental disorder.
  • An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety & Insurance Act, 1997.


The definition includes disabilities of different severity, visible as well as non‐visible disabilities, and disabilities the effects of which may come and go. This is a broad definition, and one that must be considered closely when educating our employees in the appropriate response to our customers.




As defined by the Ontarians with Disabilities Act, 2001, anything that prevents a person with a disability from fully participating in all aspects of society because of his/her disability. This includes:


• a physical barrier,

• an architectural barrier,

• an informational or communications barrier,

• an attitudinal barrier

• a policy, practice and procedure barrier.


Guide Dog:


A highly‐trained working dog that has been trained at one of the special facilities to provide mobility, safety and increased independence for people who are blind.


Service Animal:


The Regulation3 defines a “service animal” as “an animal for a person with disability”. In this policy, a service animal is:


• any animal used by a person with a disability for reasons relating to the disability; or

• where the person provides a letter from a physician confirming that they require the animal       for reasons relating to their disability; or

• where the person provides 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.

Support Person:


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.


Customer Service Policy, Practice and Procedure

The Provision of Goods and Services to Persons with Disabilities

London City Chrysler 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.


Assistive Devices


Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by London City Chrysler.


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.


Guide Dogs and Service Animals

A customer with a disability that is accompanied by a guide dog or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law.


Dog Owners' Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relating to banned breeds (such as pitbulls) and a provision of a by‐law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails.


Care and Control of the Animal:


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




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


Support Persons

If a customer/client with a disability is accompanied by a support person, London City Chrysler will ensure that both persons are allowed to enter the premises together and that the customer /client is not prevented from having access to the support person.


All customer/client confidentiality requirements and practices will also apply to support persons.



Training will be provided to all employees who deal with the public or act on behalf of London City Chrysler while on the dealership’s premises; revised training will be provided in the event of changes to legislation or London City’s policy, practice and procedure. London City Chrysler will keep a record of training that includes the dates training was provided, the number of employees and names of employees trained.


The training will include information on the purposes of the AODA, requirements of this Regulation, how to communicate and interact with people with disabilities, how to interact with service animal or support person, how to utilize assisted devices that are available at our premises, what to do if a person has difficulty accessing London City’s services or facilities, and our policies, procedures and practices pertaining to providing accessible customer service to people with disabilities.


Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of London City Chrysler. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use, 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.


Feedback Process

London City Chrysler shall provide customers/clients with the opportunity to provide feedback on the service provided to persons with disabilities. Information about the feedback process will be readily available to all customers/clients and notice of the process will be made available at location reception. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written or email) will be available upon request.


Customers can submit feedback to:


Availability and Format of Documents (Alternative Formats)


All documents required by the Accessibility Standards for Customer Service, including London City Chrysler’s Accessibility Policy, notices of temporary disruptions, training records, and written feedback process are available upon request, subject to the Freedom of Information and Protection of Privacy Act (“FIPPA”).


When providing these documents to a person with a disability, London City Chrysler will endeavour to provide the document, or the information contained in the document, in a format that takes the person’s disability into account.


Notice of the availability of documents required by the Accessibility Standards for Customer Service will be posted on the London City Chrysler website at:


London City Chrysler 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 London City Chrysler, the website and/or any other reasonable method. 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



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


Accessible Customer Service Principles



The principle of respecting the dignity of a person with a disability means treating them as customers and clients who are as valued and as deserving of high quality and timely

service as any other customer. Persons with disabilities are not treated as an afterthought or forced to accept lesser service, quality or convenience. The delivery of goods and services must take into account how persons with disabilities can effectively access and use them.



In some instances, independence means freedom from control or influence of others –

freedom to make one’s own choices. In other situations, it may mean the freedom to do

things in one’s own way. People who may move or speak more slowly or differently must not be denied an opportunity to participate in a program or service because of this. Staff must allow persons with disabilities to take the time they need, without rushing them or taking over a task for them if someone prefers to do it themselves in their own way.



The provision of goods or services to persons with disabilities and others must be

integrated to allow persons with disabilities to fully benefit from the same services, in the same place and in the same or similar way as other customers. Integration means that policies, programs and services including practices and procedures are designed to be accessible to everyone, including persons with disabilities.


Equal Opportunity

Equal opportunity means having the same chances, options, benefits and results as others. In the case of services it means that persons with disabilities have the same opportunity as others to obtain, use and benefit from the way goods or services are provided. They should not have to make significantly more effort to access or obtain services. They should also not have to accept lesser quality or more inconvenience.