Providing Goods and Services to People with Disabilities

Courtesy Ford Lincoln Sales Limited is committed to excellence in serving all customers including individuals with disabilities. In doing so, we have made a conscience commitment to ensuring customer service accessibility guidelines within our organization are in line with the following four key principles:

Dignity - Service is provided in a way that allows the person with a disability to maintain self-respect and the respect of others. Individuals with disabilities are not treated as an afterthought or forced to accept lesser service, quality or convenience.

Independence - Allowing a person with a disability to undertake tasks independently without unnecessary help, or interference from others.

Integration - Service is provided in a way that allows the person with a disability to benefit from the same services, in the same place, and in the same or similar way as other customers, unless an alternate measure is necessary to enable the individual to access our goods, services or facilities.

Equal Opportunity - Individuals with disabilities have an opportunity to access our goods, services and facilities equal to that given to others.

In accordance with the Accessibility for Ontarians with Disabilities Ontario Regulation 429/07, Accessibility Standards for Customer Service, Courtesy Ford Lincoln 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. It is the policy of the Dealership that is working and service environments will be free from discrimination and harassment as defined by the Ontario Human Rights Code.

Assistive Devices

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 goods or services.

Communications

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 the premise 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.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Courtesy Ford Lincoln will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time and a description of alternate facilities or services if available. The notice will be placed on our website at www.courtesyfordlincoln.com as well on the premise entrance doors.

Training

1) An overview of the Accessibility for Ontarians with Disabilities Act 2005 and the requirements of the customer service standard

2) Courtesy Ford Lincoln's plan related to the customer service standard

3) How to interact and communicate with people with various types of disabilities

4) How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or support person

5) What to do if a person with a disability is having difficulty in assessing Courtesy Ford Lincoln’s goods and services

Staff will also be trained when changes are made to the accessible customer service plan.

Feedback Process

Customers who wish to provide feedback on the way Courtesy Ford Lincoln provides goods and services to people with disabilities can email, use suggestion box or verbally speak to any staff.

All feedback, including complaints, will be handled by departmental Managers.

Customers can expect a response within 1-4 business days.

Modifications to this or other policies

Any policy of Courtesy Ford Lincoln that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.