ACCESSIBILITY - CUSTOMER SERVICE POLICY

MCAlPINE FORD COMMITMENT

McAlpine Ford strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are committed to ensuring that customers with disabilities receive accessible goods and services with the same quality and timeliness as others do.

PROVIDING GOODS, SERVICES OR FACILITIES TO PEOPLE WITH DISABILITIES
McAlpine Ford is committed to complying with both the Ontario Human Rights Code and the AODA.

We are committed to excellence in serving all customers, including people with disabilities and will make sure our functions and responsibilities in the following areas ensure that every customer's needs are taken into account.

COMMUNICATION
We will communicate with people with disabilities in ways that take into account their disability. We will work with the person to determine what the best method of communication for them.

We will ensure that our staff is trained on how to interact and communicate appropriately with people with different kinds of disabilities.

TELEPHONE SERVICES
We are committed to providing fully accessible telephone service to our customers. We will ensure staff is trained to communicate clearly, and offer different options to people with disabilities who request their communication in another method such as email, mail, or in person.

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.

INVOICES AND PAYMENT STATEMENTS
We are committed to providing accessible invoices and payment statements to all of our customers in a format that meets their needs. Statements will be provided in the following formats upon request:

• Hard copy
• E-mail
• By Phone
• Large Print

We will answer any questions customers have about the content of the invoice or payment statement in writing, in person, by telephone, fax or email.

SERVICE ANIMALS AND SUPPORT PERSONS
McAlpine Ford welcomes people with disabilities and their service animals and/or support persons on parts of the premises that are open to the public.

We will ensure that staff dealing with the public are properly trained on how to interact with people with disabilities and/or if they have a service animal.

McAlpine Ford may require consent from the client to discuss sensitive personal information with the support person regarding their business dealings. Once the consent is received, no client with a disability will be prevented from having access to the support person while on our premises.

No fees will be charged for support persons for admission to any of our premises and/or events. 

NOTICE OF DISRUPTIONS

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities pertaining to vehicles sales and/or service,McAlpine Ford will notify customers promptly.

This clearly posted notice will include information about the reasons for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.  The notice will be placed at McAlpine Ford's location of  15815 Yonge St, Aurora, ON L4G 1P4.

TRAINING OF STAFF

McAlpine Ford will provide accessible customer service training to all employees and volunteers.

Training will include the following:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of 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 support person
• What to do if a person accessing goods or services is having difficulty in accessing McAlpine Ford services

FEEDBACK PROCESS
Customer feedback will help us identify barriers and respond to customer concerns.

Feedback regarding the way we provide goods and services to people with disabilities can be made:

• In person
• Telephone
• By mail
• E-mail

MODIFICATIONS TO THIS OR OTHER POLICIES
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.