ACCESSIBLE CUSTOMER SERVICE POLICY
Meadowvale Ford is dedicated to fostering a healthy and positive environment that respects the personal worth of each member of the Dealership Community — Team Members, Customers, Vendors, and Contractors. Meadowvale Ford is committed to ensure that our store is barrier-free: free of attitudinal, communication, physical, technological, and procedural barriers.
In accordance with the Accessibility for Ontarians with Disabilities Ontario Regulation 429/07, Accessibility Standards for Customer Service, Meadowvale Ford is committed to providing a working and learning environment that is accessible and inclusive to all persons who work, purchase goods and services, provide third party services or visit the Dealership.
Components of the policy
Communication with Persons with Disabilities
When communicating with a person with a disability, the Dealership will do so in a manner that takes into account the person’s disability. The Dealership commits to provide training on customer service to all current and future employees.
Notice of Planned or Unplanned Disruption in Services and Facilities
In the even of a planned or unexpected disruption to services or facilities for customers with disabilities Meadowvale Ford Sales and Service will notify customers promptly. This clearly posted notice will include information about the reason for the disruption; it anticipated length of time, and a description of alternative facilities or service, if available. This notice will be placed on our website, meadowvaleford.com and posted on outside doors at our location.
Assistive Technology
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 good or services.
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.
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.
Feedback
Feedback about the delivery of services to persons with disabilities is welcomed, as it supports Meadowvale Fords continuous improvement. Such feedback may be by telephone, in person, in writing or by delivering an electronic text via email, or otherwise. Where possible, feedback will be addressed immediately. Some feedback may, however, require more effort and time to address. Feedback may be provided directly to the Dealership concerned and/or to:
Training
Meadowvale Ford Sales and Service will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf.
Individuals in the following positions will be trained: general manager, sales managers, sales associates, financial services staff, service manager, service advisors, parts manager, parts counter staff, all customer service representatives
This training will be provided to staff within three months of hiring.
Training will include:
– An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
– Meadowvale Ford Sales and Service’s plan 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 important support devices
– What to do if a person with a disability is having difficulty in accessing Meadowvale Ford Sales and Service’s goods and services
Staff will also be trained when changes are made to this plan.
Design of Public Spaces
All new designed spaces will be updated to reflect the AODA to ensure that all Ontarians with disabilities have access to goods and services at Meadowvale Ford.
– Kiosks – service counters and sales consultant desks are equipped with seating where the customer can have face-to-face conversations with staff to receive service
– Fixed seating – new seating in the sales and service departments will include fixed accessible seating with portable locking desks if needed for customers
– Parking – extra parking spots will be designated in both main departments of the dealership
– Accessible doors – all new renovations will ensure accessible access doors
– Paths of travel – new renovations to ensure all sidewalks, curb ramps, rest areas are accessible friendly
Hiring Practices
– When posting new positions for the company we will accommodate people with disabilities during the recruitment and assessment processes and when people are hired– Inform all managers to include “equal opportunity employer” in any hiring advertisements including hiring of persons with disabilities.
Employment
– Meadowvale Ford Sales and Service is committed to fair and accessible employment practices.
– Management will take the following steps to develop and put in place a process for developing individual accommodation places and return-to-work policies for employees that have been absent due to a disability. 1) offer modified duties 2) offer work shift changes to accommodate medical needs of employee
Changes in AODA Policies
– Meadowvale Ford Sales and Service will update this policy according to continuing changes set out by AODA.
– Staff working with the AODA compliance officer will review and update these policies to adhere to all AODA standards.
– Updates will be made to all electronic and paper plans.
– Employees and customers will be updated of all changes to plans.
Feedback process
Customers who wish to provide feedback on the way Meadowvale Ford Sales and Service provides good and services to people with disabilities can complete a feedback form, email the dealership or verbally discuss the issue with staff.
Or call 905-542-3673.
Or mail a comment to: Meadowvale Ford Sales and Service 2230 Battleford Road Mississauga, ON L5N 3K6
All feedback, including complaints, will be handled by the General Manager and the department manager. Customers can expect to hear back within 2 working days.
Modifications to this or other policies
Any policy of Meadowvale Ford Sales and Service that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.