Accessible Customer Service Plan
“Providing goods and services to People with Disabilities”
The NewRoads Automotive Group is committed to excellence in serving all customers including people with disabilities.
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.
We will communicate with people with disabilities in ways that take into account their disability.
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.
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. Support persons may be required to sign a Confidentiality document when in the presence of personal information sharing within any of the NewRoads Dealerships.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, The NewRoads Automotive Group 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 of the applicable dealership and will be posted on the website of the applicable dealership.
Training for Staff
The NewRoads Automotive Group will provide training to employees who deal with the public or other third parties on their behalf. Individuals in the following departments will be trained:
Administration Leasing Service Shop, Sales, Service, Parts
This training will be provided to staff within 90 days of hire.
Training will include the following;
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
- The NewRoads Automotive Group’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.
- What to do if a person with a disability is having difficulty in accessing the NewRoads Automotive Group services.
- Staff will also be trained when changes are made to the plan.
The modes of accessible customer service training used by the NewRoads Automotive Group consist of on-line training.
Customers who wish to provide feedback on the way the NewRoads Automotive Group provides services to people with disabilities can verbally discuss their concerns, send an e-mail or call the General Manager of the applicable dealership. Customers can expect to hear back within 7 business days. Complaints will be addressed according to our organization’s regular complaint management procedures.
Modifications to this or other policies of the NewRoads Automotive Group that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Availability of Documentation
This policy statement describes the NewRoads Automotive Group’s policy and practices regarding the provision of services to people with disabilities.
In addition to a web version, the customer service plan can also be obtained by contacting Human Resources at NewRoads Automotive Group at 905-898-2277. 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.