Kitchener Ford is committed to excellence in serving all customers, including those with disabilities.

Assistive Devices

We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.

Communication

We will communicate with people with disabilities in ways that take into account their disability.

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. Fees will not be charged for support persons.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Kitchener Ford will notify the 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.

This notice will be placed in the showroom and will be posted on our website.

Notice of Facility or Service Disruption

No notices at this time

Training for Staff

Kitchener Ford will provide training to employees who deal with the public or other third parties on their behalf. Training will include;

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • Kitchener Ford’s plan related to the customer service standard.
  • How to interact and communicate with people with various types 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.
  • Staff will also be trained when changes are made to the plan.

Feedback Process

Customers who wish to provide feedback on the way Kitchener Ford provides services to people with disabilities can verbally discuss their concerns, send an e-mail or call our General Manager. Customers can expect to hear back within 7 business days. Complaints will be addressed according to our organization's regular complaint management procedures.

Availability of Documentation

In addition to a web version, the customer service plan can also be obtained by contacting our General Manager at Kitchener Ford, (519) 576-7000. This documentation will be made available upon request to customers with disabilities in a format that takes into account their disability. The length of time it will take to provide information in alternative formats will depend on the format requested. Every effort will be made, however, to process requests in a timely fashion.

This policy statement describes Kitchener Ford’s policy and practices regarding the provision of services to people with disabilities.