01Our commitment to accessibility

OTWA N Motors Ltd. (the “Dealership”) is committed to meeting the accessibility needs of people with disabilities in a manner that is consistent with the principles of independence, dignity, integration and equal opportunity. The purpose of this Accessible Customer Service Policy (this “Policy”) is to communicate the Dealership’s approach with respect to promoting an accessible environment and removing barriers to accessibility for people with disabilities, in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and Part IV.2 (Customer Service) of Ontario Regulation 191/11. The Dealership is committed to giving persons with disabilities the same opportunity to access and benefit from its goods and services as other members of the public.

02Scope

This Policy applies to the Dealership’s provision of goods and services at its premises in Ontario to its customers, members of the public and other applicable third parties.

03Definitions

For the purposes of this Policy, the following definitions shall apply:

“assistive device”

means any device which a person with a disability uses to perform a particular task, or to aid that person in activities of daily living;

“disability”

means a disability within the meaning of the AODA;

“support person”

means any person who accompanies a person with a disability to assist with communication, mobility, personal care or medical needs or with access to services; and

“service animal”

means an animal used by a person with a disability for reasons relating to his or her disability, if:

1. the animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, as a result of visual indicators such as the vest or harness worn by the animal; or
2. the person provides documentation from one of the following regulated health professionals confirming that the person requires the animal for reasons relating to the disability:
   1. A member of the College of Audiologists and Speech-Language Pathologists of Ontario.
   2. A member of the College of Chiropractors of Ontario.
   3. A member of the College of Nurses of Ontario.
   4. A member of the College of Occupational Therapists of Ontario.
   5. A member of the College of Optometrists of Ontario.
   6. A member of the College of Physicians and Surgeons of Ontario.
   7. A member of the College of Physiotherapists of Ontario.
   8. A member of the College of Psychologists of Ontario.
   9. A member of the College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.

04Provision of service to people with disabilities

Communication

The Dealership will provide its services and communicate with customers, members of the public and applicable third parties to whom it provides goods and services at its Ontario premises in a manner that takes into account a person’s disability. The Dealership will work with the person who has disclosed a disability to determine a suitable method of communication that takes their needs into account.

Persons with disabilities will be permitted to obtain, use or benefit from the Dealership’s services through the use of their own assistive devices. It is the responsibility of the person with a disability to ensure that his or her assistive device is operated in a safe and controlled manner at all times.

Service animals

The Dealership is committed to welcoming persons with disabilities who are accompanied by a service animal on the parts of its Ontario premises that are open to the public and other applicable third parties, to the extent permitted by law. Service animals may be prohibited from entering certain areas of the Dealership’s premises as a result of applicable law. Wherever possible, an alternative arrangement will be provided so that persons with disabilities can still obtain, use or benefit from the Dealership’s good, services and facilities.

The Dealership will ensure that all employees and others who deal with the public and applicable third parties at the Dealership’s Ontario premises are properly trained in how to interact with persons with disabilities who are accompanied by a service animal.

It is the responsibility of the person with a disability to ensure the care and control of the service animal at all times.

Support persons

The Dealership is committed to providing access to the parts of its premises that are open to the public and other applicable third parties to the support persons of persons with disabilities.

Where an admission or participation fee is charged (for example, for a customer event, driving clinic, or off-site experience), the Dealership will provide advance notice of any amount that may be payable in respect of the support person.

Support persons are welcome to accompany customers during sales conversations, financing and delivery walk-throughs, service consultations, as well as test drives, subject to vehicle seating capacity and applicable safety considerations.

Assistive devices

Customers with disabilities may use their personal assistive devices when accessing the Dealership’s services or facilities. Customers using mobility aids will be accommodated throughout the showroom, customer lounge, service write-up area and parts counter, subject to applicable safety considerations during test drives.

05Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities that customers with disabilities usually use to access AutoCanada Inc.’s goods, services or facilities, the Dealership will provide advance public notice of the disruption as soon as practicable, which will include the location and when the disruption is planned. The notice will include the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if any. Notice will be posted in a conspicuous place at the affected premises and at any other location the Dealership considers reasonable in the circumstances, including the Dealership website.

Examples of disruptions that will be communicated include:

• Closures or limited access to the showroom or sales floor
• Service department closures or extended turnaround times
• Parts pickup limitations
• Customer lounge or restroom closures
• Accessible parking unavailability
• Any interruption to courtesy shuttle service

06Training for employees

Training will be given to all Ontario employees, volunteers and others who deal with the public or other applicable third parties on the Dealership’s behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures for use in Ontario.

The content and format of training may vary based on the level of public interaction, and/or involvement in the development of policies, procedures and practices pertaining to the provision of services, however generally, training will include the following:

• The purposes of the AODA and the requirements of the Customer Service Standard;
• The Dealership’s policies, practices and procedures relating to the AODA and requirements of the Customer Service Standard;
• How to interact and communicate with persons with various types of disabilities;
• How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or a support person;
• What to do if a person with a disability is having difficulty in accessing the Dealership’s goods or services at its Ontario premises.

Where third parties are engaged to perform services in Ontario on behalf of the Dealership, the Dealership may require that such third parties provide an acknowledgment that their principals, employees, agents and volunteers receive any applicable training required by the AODA.

The Dealership will keep written records of the training provided, including the dates training was delivered and the number of individuals trained.

07Feedback process

Feedback regarding the way the Dealership provides goods, services or facilities to people with disabilities in Ontario is welcomed and may be given by telephone, by email, or in any other format that meets the person’s accessibility needs.

On request, the Dealership will provide or arrange for accessible formats and communication supports for the feedback process itself, in consultation with the person making the request to determine the suitability of the format or communication support.

Phone

780-732-3135

Email

info@autocan.ca

Mail

200–15511 123 Avenue NW
Edmonton, AB  T5V 0C3

Feedback will be addressed through the Dealership’s regular feedback handling procedures, which include documenting any complaints. The Dealership will respond to feedback in a manner that takes into account the person’s disability.

08Notice of availability of documents

A copy of this Policy shall be made available on the Dealership’s website. The Dealership will, on request, provide or arrange for the provision of any document required by Part IV.2 of O. Reg. 191/11, including this Policy and the description of the feedback process, in an accessible format or with communication supports. The accessible format or communication support will be agreed upon with the person making the request, taking into account the person’s accessibility needs.

09Policy review

The Dealership will review this Policy at least annually and whenever changes are made to the AODA, O. Reg. 191/11, or its operations that affect how the Dealership provides goods, services or facilities to people with disabilities.