Accessible Customer Service Plan

 

Commitment to Accessible Service

Kitchener Ford 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 for persons with disabilities

 

Assistive Devices

We will ensure that our staff is 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.

 

Training for Staff

Kitchener Ford will provide training to employees and volunteers 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

 

Recruitment, Assessment and Selection

Kitchener Ford will notify employees and the public about the availability of accommodation for job applicants who have disabilities. Applicants will be informed that these accommodations are available, upon request, for the interview process and for other candidate selection methods. Where an accommodation is requested, Kitchener Ford will consult with the applicant and provide or arrange for suitable accommodation. Successful applicants will be made aware of Kitchener Ford’s policies and supports for accommodating people with disabilities.

 

Accessible Formats and Communication Supports for Employees

Kitchener Ford will ensure that employees are aware of our policies for employees with disabilities and any changes to these policies as they occur. If an employee with a disability requests it, Kitchener Ford will provide or arrange for the provision of accessible formats and communication supports for information needed in order to perform his/her job and information that is generally available to all employees in the workplace. Kitchener Ford will consult with the employee making the request to determine the best way to provide the accessible format or communication support.

 

Workplace Emergency Response Information

Where required, Kitchener Ford will create individual workplace emergency response information for employees with disabilities. This information will take into account the unique challenges created by the individual's disability and the physical nature of the workplace, and will be created in consultation with the employee.

 

Performance Management and Career Development and Advancement

Kitchener Ford will consider the accessibility needs of employees with disabilities when implementing performance management processes, or when offering career development or advancement opportunities. Individual accommodation plans will be consulted, as required.

 

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 at 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.